Sep 30, 2021
Are you concerned about keeping
your customers happy and satisfied with your agency’s
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.
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