It's hard to get 5.0-star reviews on TrustPilot, and that too at a scale of over 7000+ ratings. In this podcast, I share how we did it. Learn more about our Digital Coach Certification on https://sidz.co/diamond
In this podcast, you'll learn:
- The concept of the Digital Coach Flywheel and how it's inspired by Amazon's success.
- The four stages of the Digital Coach Flywheel: Attraction, Customer Experience, Customer Results, and Brand Building.
- The importance of having core values in place for your business.
- How to deliver more value than your customers expect.
- The significance of 100% transparency and how it minimizes refunds.
- Building a simple yet solid team structure for efficient customer support.
- The continuous process of making incremental improvements for better customer results.
- The power of asking for reviews at strategic moments to build trust and credibility in your community.
00:00:00
Speaker 1: As of today, we just crossed over 7457 5 star
00:00:05
Speaker 1: reviews on trustpilot. It's not even 4.9 star five star
00:00:08
Speaker 1: reviews on trustpilot. If you go and search for Sadat
00:00:10
Speaker 1: Shaker or internet lifestyle hub reviews on Google or if
00:00:14
Speaker 1: you go to trustpilot over there now, for us to
00:00:16
Speaker 1: achieve this over the last five years, it has taken
00:00:19
Speaker 1: a lot of work, a lot of effort and I
00:00:21
Speaker 1: thought in this particular podcast, let me decode the six
00:00:24
Speaker 1: things
00:00:26
Speaker 1: that you can do to get these kind of ratings
00:00:29
Speaker 1: in your system. Because from the beginning, our focus has
00:00:32
Speaker 1: always been customer first. I've been super inspired by two
00:00:35
Speaker 1: companies specifically Amazon and Apple in terms of customer experience
00:00:40
Speaker 1: and always keeping the customer on the forefront before making
00:00:43
Speaker 1: any decision
00:00:44
Speaker 1: and of course building a world class product and giving
00:00:47
Speaker 1: them that kind of an experience. So what I want
00:00:49
Speaker 1: to do first is before I go into the six points,
00:00:52
Speaker 1: I wanted to first understand that there's a concept called
00:00:55
Speaker 1: a digital coach Flywheel. If you go and search for
00:00:58
Speaker 1: Amazon Flywheel on Google, A Ma Zo NFL Ywhel, you'll
00:01:04
Speaker 1: just go to Google images and you'll come across some
00:01:06
Speaker 1: images where it shows you exactly how Amazon was able
00:01:10
Speaker 1: to scale over the years to so many number of customers.
00:01:13
Speaker 1: And Howard Amazon has scaled in the fly wheel concept
00:01:17
Speaker 1: is based on
00:01:19
Speaker 1: the first thing is they attracted a lot of sellers
00:01:21
Speaker 1: on their platform. When more sellers came on their platform,
00:01:23
Speaker 1: the selection for the customer, it it improved. So it
00:01:27
Speaker 1: improved the customer experience and the customer experience improved. There
00:01:31
Speaker 1: was more traffic that came on Amazon and then when
00:01:34
Speaker 1: there was more traffic on the website, it attracted more sellers.
00:01:37
Speaker 1: So again, when there are more sellers, there's more selection
00:01:39
Speaker 1: and we have more sellers and more selection, the cost
00:01:41
Speaker 1: structure also starts to go down. So there's a a
00:01:44
Speaker 1: really good uh competition that's there on price.
00:01:47
Speaker 1: And you know, and again, when the prices go low
00:01:50
Speaker 1: and people are able to get quality at the best deal,
00:01:53
Speaker 1: the customer experience again goes up and when customer experience
00:01:55
Speaker 1: goes up again, there's more traffic on the website and
00:01:58
Speaker 1: that attracts more sellers, more selection. So this Amazon flywheel
00:02:01
Speaker 1: concept is what inspired me to create a concept called
00:02:05
Speaker 1: the digital coach flywheel.
00:02:07
Speaker 1: So if you go to youtube and search for digital
00:02:09
Speaker 1: coach flywheel, there is a video that you can actually
00:02:12
Speaker 1: see um on how to use the Amazon flywheel method
00:02:16
Speaker 1: to grow your coaching business. And I go deep into
00:02:19
Speaker 1: uh I posted this video more than three years ago. OK.
00:02:21
Speaker 1: And this particular video will decode the entire thing. It
00:02:26
Speaker 1: is a 15 minutes video on how I implemented the
00:02:28
Speaker 1: Amazon flywheel concept for a digital coach flywheel. But in principle,
00:02:31
Speaker 1: this is what works the first stage is attraction.
00:02:34
Speaker 1: So what are you doing to attract customers into your
00:02:37
Speaker 1: digital coaching business? You'll be running performance marketing ads, uh
00:02:41
Speaker 1: you know, Instagram reels, youtube videos podcasts like this. All
00:02:45
Speaker 1: of this is the attraction piece
00:02:47
Speaker 1: and also selling through your webinars and basically getting people
00:02:50
Speaker 1: to buy your membership into your community or to buy
00:02:53
Speaker 1: your course or to buy your coaching or to buy
00:02:55
Speaker 1: your consulting. Now, once that has happened, the second step
00:02:59
Speaker 1: is customer experience. How are they feel? How are you
00:03:01
Speaker 1: making the customers feel as soon as they come into
00:03:04
Speaker 1: your world? Do they feel that they're getting more than
00:03:06
Speaker 1: what they paid for or are they experiencing buyers remorse
00:03:09
Speaker 1: or? Um so there are many touch points in conversion.
00:03:13
Speaker 1: That's what I covered inside that video. So for example,
00:03:14
Speaker 1: for me, I do my weekly in a circle calls.
00:03:17
Speaker 1: I'm always answering questions for my customers and um every Tuesday,
00:03:20
Speaker 1: I do a hackathon to help them take action, get
00:03:22
Speaker 1: results and I I'm continuously improving my courses. I'm continuously
00:03:27
Speaker 1: improving my products so that the customer experience is really high. Ok.
00:03:32
Speaker 1: The third step of the digital coach fly wheel is
00:03:34
Speaker 1: customer results. So if you are having an ecosystem where
00:03:39
Speaker 1: people are having a good customer experience, but they are
00:03:41
Speaker 1: not getting results, then the fly wheel will not work.
00:03:44
Speaker 1: So if you go again on my youtube channel, all
00:03:46
Speaker 1: of you here, if you're not subscribe to me on youtube,
00:03:48
Speaker 1: go and go and search for Sadat Rai and subscribe
00:03:50
Speaker 1: to my channel and just go and check out some
00:03:51
Speaker 1: of my six figure uh success stories and interviews. I've done.
00:03:55
Speaker 1: We have a playlist called Freedom Talks where I'm uploading
00:03:58
Speaker 1: a video every single week of some of my successful
00:04:00
Speaker 1: students
00:04:01
Speaker 1: and what did they do? And it's all from the
00:04:03
Speaker 1: live events that we've done. So I've kept documenting the
00:04:07
Speaker 1: success stories right from day number one. Ok. Not from
00:04:10
Speaker 1: day one, probably a few months into the game. I
00:04:12
Speaker 1: started documenting my Hall of Fame interviews. Ok? And many
00:04:14
Speaker 1: of the Hall of Fame interviews the old Hall of
00:04:16
Speaker 1: Fame interviews. So you go and just look at those faces.
00:04:19
Speaker 1: Many of them are the most successful coaches in the
00:04:21
Speaker 1: country today. Ok.
00:04:22
Speaker 1: So customer results is a third piece and once you
00:04:26
Speaker 1: are able to build that kind of momentum on customer results,
00:04:29
Speaker 1: you build your brand. That's what is the fourth step
00:04:32
Speaker 1: of the fly wheel. Now, the brand is not built
00:04:35
Speaker 1: based on you shouting out about yourself on how great
00:04:38
Speaker 1: you are. Rather the brand is built based on what
00:04:41
Speaker 1: the customers are talking about you and when that brand
00:04:43
Speaker 1: is built and as a you know, brand is in emotion,
00:04:46
Speaker 1: what do people feel about that particular brand? So right now,
00:04:49
Speaker 1: if anyone
00:04:50
Speaker 1: uh who is it my customer and if you ask them,
00:04:53
Speaker 1: what do you think about h they will have a
00:04:55
Speaker 1: particular emotion that they will share. And I've been able
00:04:58
Speaker 1: to build a very positive and a very uh
00:05:01
Speaker 1: progressive collaborative kind of a brand in the last five years,
00:05:06
Speaker 1: which is going to attract more customers into the system.
00:05:10
Speaker 1: So just like how I shared the Amazon Flywheel concept,
00:05:12
Speaker 1: the Disco Digital Course flywheel has four stages attraction, customer experience,
00:05:16
Speaker 1: customer results and brand building. And as you as your
00:05:20
Speaker 1: customers build a brand for you, it will attract new
00:05:22
Speaker 1: customers into the system. And that's what has helped us
00:05:25
Speaker 1: go from zero to at this point. According to this podcast,
00:05:27
Speaker 1: we are over 30 plus
00:05:29
Speaker 1: premium members in our community and not this ₹19 or
00:05:31
Speaker 1: 1 ₹19 customer, you're talking about people who paid minimum
00:05:34
Speaker 1: 5000 above to be in the system and uh and
00:05:37
Speaker 1: an insane amount of successful, you know, case studies that
00:05:41
Speaker 1: are there in the system. So now let me tell
00:05:43
Speaker 1: you what are the six steps or the six factors
00:05:46
Speaker 1: that will
00:05:47
Speaker 1: determine whether you
00:05:51
Speaker 1: ecosystem is going to be working or not? Ok. So
00:05:55
Speaker 1: first step is you need to have your core values
00:05:58
Speaker 1: in place.
00:06:00
Speaker 1: For example, internet lab cell hub is built on 10
00:06:02
Speaker 1: core values.
00:06:05
Speaker 1: One is we are student obsessed. What is best for
00:06:07
Speaker 1: the student is best for everyone. Two is we go
00:06:10
Speaker 1: all in. We commit fully work hard and take initiative
00:06:12
Speaker 1: and get things done. Number three is long term thinking.
00:06:16
Speaker 1: We like to make shock when I say we it
00:06:18
Speaker 1: is myself and my internal team and whoever I'm working with,
00:06:21
Speaker 1: we I actually share these 10 values with them. OK?
00:06:24
Speaker 1: We make short term sacrifices for long term success.
00:06:28
Speaker 1: Number four is we are laser focused. We keep the
00:06:30
Speaker 1: main thing, the main thing just and we eliminate all distractions.
00:06:33
Speaker 1: Number five is simplicity, less is more. We'd try to
00:06:36
Speaker 1: simplify every aspect of our life and business to gain momentum.
00:06:40
Speaker 1: Number six is we are very lean and frugal constraints
00:06:44
Speaker 1: breed resourcefulness. We like to do more with less. That's
00:06:47
Speaker 1: why we don't have an office.
00:06:48
Speaker 1: We have a very small team structure. We have less
00:06:50
Speaker 1: than we have only three employees and another three support
00:06:53
Speaker 1: staff to help us. And we have done over 69
00:06:56
Speaker 1: to 70 quarters in revenues, OK? Without any office and
00:06:58
Speaker 1: everything is happening through a very lean model over here.
00:07:01
Speaker 1: Number seven is full transparency. We have, we have to
00:07:04
Speaker 1: be brutally honest and transparent with our community and our
00:07:07
Speaker 1: vendors even if it hurts, it helps. Number eight is speed,
00:07:11
Speaker 1: fast is better than slow money and freedom love speed.
00:07:14
Speaker 1: Number nine is world class, whatever we do, we want
00:07:17
Speaker 1: to set high standards, whether it's an audio podcast like
00:07:20
Speaker 1: this or a youtube video or if you're doing a
00:07:22
Speaker 1: live event or if you're doing a recording a course
00:07:26
Speaker 1: or conducting a hackathon, you know, grade isn't good enough.
00:07:29
Speaker 1: We just want to be the best at what we
00:07:30
Speaker 1: do and we want to be the best student of
00:07:32
Speaker 1: the topic that what we are teaching.
00:07:34
Speaker 1: Number 10 is contribution. We encourage every single community member
00:07:39
Speaker 1: to give 10% of the net profit towards the charity.
00:07:41
Speaker 1: And we want to build the richest society of givers
00:07:44
Speaker 1: on this planet. So these are the 10
00:07:47
Speaker 1: core values of the internet lifestyle hub. And this is
00:07:51
Speaker 1: the first element. If you want to achieve those kind
00:07:54
Speaker 1: of five star ratings and stuff like that, you have
00:07:56
Speaker 1: to have the core values in place. So that and
00:07:59
Speaker 1: I don't communicate these 10 core values all the time
00:08:01
Speaker 1: with the community. This is more for my internal team.
00:08:02
Speaker 1: And if I on board any new team member, this
00:08:05
Speaker 1: is what we stand for and I share this with
00:08:07
Speaker 1: them so that everybody falls in line. OK. The second
00:08:10
Speaker 1: thing on how we are able to achieve uh
00:08:14
Speaker 1: these ratings is we deliver more than what the customers
00:08:18
Speaker 1: pay for. That is a thumb rule. If anybody pays
00:08:20
Speaker 1: us ₹1 we want to give ₹10 in value. OK?
00:08:23
Speaker 1: And another thing is the third point is we have 100% transparency,
00:08:28
Speaker 1: meaning if anybody is not happy with what they have
00:08:31
Speaker 1: paid for, we don't think twice. We give, instantly we
00:08:34
Speaker 1: give a refund and we have a less than 1%
00:08:36
Speaker 1: refund in our community right now because of this value
00:08:39
Speaker 1: system that we have.
00:08:41
Speaker 1: Number four is we have a very simple and solid team.
00:08:46
Speaker 1: So my team comprises of a general manager of operations
00:08:48
Speaker 1: who handles all of the communication and all the internal communication.
00:08:52
Speaker 1: I have a community manager who handles all the interaction
00:08:55
Speaker 1: with the community platforms. And what kind of support forums?
00:08:59
Speaker 1: Uh you know, people post questions on, we answer that
00:09:01
Speaker 1: very fast. I have a group of facilitators
00:09:04
Speaker 1: who I don't pay, they're not on payroll but they
00:09:07
Speaker 1: had to hold the space for the rest of the team.
00:09:08
Speaker 1: And internally, I have a content manager and I have
00:09:10
Speaker 1: a publishing division. I have, you know, to help in
00:09:12
Speaker 1: the other operation stuff. So the team is very simple
00:09:16
Speaker 1: but solid team and we have some simple core values
00:09:19
Speaker 1: in our internal team. Also some kps like uh
00:09:23
Speaker 1: one of the KPIS are every email that comes into
00:09:27
Speaker 1: our mailbox has to be replied before 9 p.m. Anything
00:09:31
Speaker 1: after nine pm can go into the next day. OK.
00:09:33
Speaker 1: So that quick response on any kind of communication, we
00:09:36
Speaker 1: only have one channel of communication. If you have multiple
00:09:39
Speaker 1: channels of communication, it becomes very difficult for us to handle.
00:09:41
Speaker 1: So everything is only email support and we only have
00:09:44
Speaker 1: single email. So that also has helped us achieve a
00:09:47
Speaker 1: good customer impact.
00:09:49
Speaker 1: And that's number four and number five is we continuously
00:09:54
Speaker 1: make incremental improvements in the system on a day to
00:09:56
Speaker 1: day basis. I conduct surveys, I conduct polls and every
00:10:00
Speaker 1: time I get an email or let's say there's a
00:10:03
Speaker 1: pattern of emails that keep coming. And my team tells me, hey,
00:10:05
Speaker 1: there's many people are asking, uh uh you know, they
00:10:08
Speaker 1: want this from me or they want clarity on a
00:10:11
Speaker 1: particular thing. Once I get a pattern of what are
00:10:13
Speaker 1: the gap areas in the system?
00:10:15
Speaker 1: I go quickly and work on that and make sure
00:10:17
Speaker 1: I fill that gap.
00:10:19
Speaker 1: And that's how I built my products over the last
00:10:21
Speaker 1: five years. It does not happen overnight. It has taken
00:10:24
Speaker 1: many years to build and there are many gaps in
00:10:26
Speaker 1: the system even now. So I continuously making incremental improvements
00:10:29
Speaker 1: to improve the speed and efficiency of the entire process
00:10:34
Speaker 1: where the customer result is on the forefront. It is
00:10:36
Speaker 1: not about my profits or my results or my sales.
00:10:39
Speaker 1: All of that is secondary, my primary is the student results.
00:10:43
Speaker 1: And number six is one of the ways we have
00:10:45
Speaker 1: reached over 7457 5 star reviews on trustpilot is we
00:10:50
Speaker 1: ask for reviews.
00:10:52
Speaker 1: Whenever we feel we have, we have done a great job.
00:10:54
Speaker 1: So suppose I'm doing a hackathon or suppose I have a,
00:10:58
Speaker 1: you know, inside my courses. I know I've delivered an impact.
00:11:00
Speaker 1: I ask people please share your review so that others
00:11:03
Speaker 1: know they get to know what we are doing. So
00:11:06
Speaker 1: in multiple points in my courses, I asked people to
00:11:09
Speaker 1: give me reviews for our community based on their experience.
00:11:12
Speaker 1: And that is what has helped us build so many
00:11:15
Speaker 1: reviews over time. And for us to reach like today, I,
00:11:18
Speaker 1: I record this podcast, we just reached
00:11:21
Speaker 1: a five star rating. You know, we were 4.9 star
00:11:23
Speaker 1: for a very long time and over 7457 and we
00:11:27
Speaker 1: just crossed five star, which is a very proud moment
00:11:30
Speaker 1: for me and my entire team because it's very hard
00:11:33
Speaker 1: to get five star on trustpilot 4.84 0.7. Most people get,
00:11:37
Speaker 1: you know, if they're able to do it. But at a,
00:11:40
Speaker 1: at, you know, at a count of say 7000 something
00:11:43
Speaker 1: reviews at five star, it is definitely a feat and
00:11:46
Speaker 1: I'm really proud of my team and I'm really proud
00:11:48
Speaker 1: of what we've built so far. And we're just in
00:11:50
Speaker 1: the beginning and we, and we're looking, we want to
00:11:52
Speaker 1: set this as a standard for every coach and every
00:11:55
Speaker 1: trainer to model what we are doing to ensure that
00:11:58
Speaker 1: customer is always on the first because in the industry today,
00:12:01
Speaker 1: there are two kinds of people you would see. Some
00:12:03
Speaker 1: of them are very transactional in nature. Some of them
00:12:04
Speaker 1: are just copycats and just looking at what others are
00:12:06
Speaker 1: doing and trying to copy what they're doing.
00:12:08
Speaker 1: They don't put their mind, they don't put their head
00:12:09
Speaker 1: into really building something which is unique. And if you
00:12:13
Speaker 1: are somebody like that who is listening to me, please
00:12:15
Speaker 1: change your ways and change your, your way that you
00:12:18
Speaker 1: operate as a coach or trainer. Because the your true
00:12:22
Speaker 1: impact is in the way you are able to gather
00:12:25
Speaker 1: feedback from your customers and give them what they want
00:12:27
Speaker 1: in your own unique way. Ok, I have, you can
00:12:30
Speaker 1: please use my templates and strategies and whatever I'm teaching.
00:12:33
Speaker 1: But the whole idea is please
00:12:36
Speaker 1: uh,
00:12:37
Speaker 1: do things where you're not transactional in nature.
00:12:41
Speaker 1: Ok? You have one entire school of coaches and trainers
00:12:44
Speaker 1: who are just out there to sell and make a
00:12:46
Speaker 1: quick buck and you can see that in their face,
00:12:48
Speaker 1: you can see that in their communication. You can see
00:12:49
Speaker 1: that in, in their whole persona and their whole aura. Ok?
00:12:53
Speaker 1: And you have another batch of coaches and trainers and
00:12:56
Speaker 1: who are value driven, who are mission focused, who are
00:12:59
Speaker 1: not profit focused, profits and they are actually the more
00:13:01
Speaker 1: profitable ones. You would see that in the industry. Ok.
00:13:04
Speaker 1: And for them selling is a form of service
00:13:07
Speaker 1: because for me, when I ask people for money. When
00:13:09
Speaker 1: I ask people to buy my products, you know, get
00:13:10
Speaker 1: into my diamond membership, get into my gold membership. Get
00:13:12
Speaker 1: into my s membership for me. I know that I'm
00:13:15
Speaker 1: serving them at the highest level for whatever amount that
00:13:17
Speaker 1: they're paying and the value exchange is so that they
00:13:20
Speaker 1: can get the value. Yeah.
00:13:23
Speaker 1: So this is a very different mindset and I hope
00:13:26
Speaker 1: you found this podcast useful in my future episodes. I'll
00:13:28
Speaker 1: be sharing more stuff in case you have not subscribed
00:13:31
Speaker 1: to me on Apple or Spotify, please do that and
00:13:34
Speaker 1: I look forward to catching the next episode. And if
00:13:35
Speaker 1: you're already in the international community, please go to SIDS
00:13:38
Speaker 1: S ID z.co slash Diamond. Attend my next diamond showcase
00:13:43
Speaker 1: to see how you can be a part of my
00:13:44
Speaker 1: three year digital code certification, which is possibly the industry's
00:13:48
Speaker 1: only and best uh
00:13:51
Speaker 1: journey for anybody who wants to take their knowledge from
00:13:54
Speaker 1: scratch and become a digital coach at a university like
00:13:57
Speaker 1: in a university like environment where I put you into teams,
00:13:59
Speaker 1: Gamification points, multiple others. So I would highly recommend every
00:14:03
Speaker 1: single one of you to upgrade to Diamond. And the
00:14:05
Speaker 1: next time I do it, cheers God bless and catch
00:14:08
Speaker 1: you the next episode.