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/) 



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