26 min

KPIs for Your Customer Experience Team Operation Agency Freedom - The #1 Podcast for Digital Agency Owners in North America

    • Business

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: 
Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  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!

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: 
Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  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!

26 min

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