Sep 30, 2021
Are you concerned about keeping
your customers happy and satisfied with your agency’s
service?
Your customer
experience team plays a very important role to accomplish
that.
You see, after
suffering a 16% customer churn rate, our customer experience team
managed to get it down to 2%. And this has dramatically changed our
agency business for the best.
Now, if you’re
interested in learning how we, at DUDE, measure our customer
experience team’s success and know the KPIs that we have placed to
gauge it. I highly recommend this episode to you.
Discussion Points:
0:00 Introduction
2:08 Clients cancelling was a problem for DUDE
5:00 The main responsibility of a customer experience team
5:17 Formula to determine customer lifetime value
7:17 Tasks of the customer experience team
9:05 The red zone
11:51 Identifying what clients love vs. what drives them to cancel
12:03 Three major reasons clients cancel and what to do about it
15:13 Cancellations are a lagging metric
17:10 The CX dashboard
21:02 Mapping out the customer journey
24:33 Incentivize your CX team using retention as a benchmark
Resources:
Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!