#121 Metrics to Measure for 2025

In the inaugural episode of 2025, Janie kicks off episode 121 of the Pet Biz Podcast by reflecting on the accomplishments of 2024 and setting an uplifting tone for the year ahead. She dives deep into essential metrics that pet business owners need to track to set and achieve their business goals. The episode breaks down key metrics into three categories: financial metrics like Average Customer Value (ACV), Client Retention, Customer Lifetime Value (CLV), Cost Per Lead (CPL), and Customer Acquisition Cost (CAC); company metrics like Customer Satisfaction Score (CSAT), Customer Churn, Revenue Growth Rate, Occupancy or Staff Utilization, Net Profit Margin, and business valuation metrics such as SDE and EBITDA; and employee metrics like Employee Retention, Employee Turnover, First-Year Employee Turnover, and the importance of scorecards for team accountability. Janie provides practical steps, valuable insights, and a motivational push for pet business owners to analyze their past performance and plan strategically for a successful year.

00:00 Welcome to the New Year!

00:26 Reflecting on 2024 Achievements

01:53 Importance of Metrics in Your Business

02:56 Financial Metrics: Understanding Your Numbers

03:16 Calculating Average Customer Value (ACV)

09:52 Client Retention and Lifetime Value

14:08 Marketing Metrics: Cost Per Lead and Customer Acquisition Cost

19:46 Company Metrics: Customer Satisfaction and Churn

27:43 Understanding Client Churn

30:51 Analyzing Revenue Growth Rate

33:03 Evaluating Occupancy and Staff Utilization

34:00 Calculating Net Profit Margin

35:40 Determining Business Value

38:53 Assessing Marketing Metrics

46:00 Employee Metrics and Retention

52:57 Final Thoughts and Summary

Hey there 👋 I’m Janie Budnick - Host of the PetBiz Podcast and founder of the PetBiz University™, including the PetBizMBA® Business Accelerator and the PetBizCRM™ Relationship Manager solution. No matter how far you are down the pet business path from START to FREEDOM I we are here to help!

Friend, your entrepreneurial dreams can 100% be a reality – but, let me tell you, it’s so easy to get discouraged when you’re starting out or in the messy middle. There are so many things to learn.

PetBiz University is the one place where you can get the support and education you need for your stage of entrepreneurship!

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