(2024-04-13) Maurya Making Happy Customers Is The Universal Job Of Every Business

Ash Maurya: Making happy customers is the universal job of every business. (Drucker on The Purpose and Objectives of a Business). Making happy customers is NOT the same thing as making customers happy. The work of making happy customers happens in a customer factory.

all business models take unaware visitors as input and turn them into happy paying customers

II. All systems have a single constraint.

uncovering the slowest step in a customer factory is the key to improving throughput, aka traction, aka growth.

3 Actionable Tactics

I. Map your customer lifecycle as a customer factory

II. Build a weekly dashboard. (weekly business review)

start measuring and reviewing your customer factory with your team weekly

III. Break constraints systematically

A steady state settles in quickly even in an early-stage product.

Compare your customer factory metrics across weeks (cohorts) to

• identify bottlenecks,
• chase root causes,
• formulate new solutions,
• test these solutions, and
• double down on the winning ones