KPIs for Your Customer Experience Team

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!