Keys to Improving Agency Client Success and Reduce Churn Rates

<p>Are you measuring your client retention rates? Do you trust your team will build good relationships with your clients? A lot of agency owners focus on making the sale but neglect customer service. Today’s guest will talk about why you may be losing clients and why it's important to have someone dedicated to client success.</p> <p><strong>Khushbu Doshi</strong> is a customer service specialist with a passion for strategizing, making realistic actions plans, and following up on their implementation to get real results for agencies. She leads the customer service and sales division at <a href="https://www.e2msolutions.com/" target="_blank" rel= "noopener">E2M Solutions</a>, a full-service white label partner that helps agencies scale their business.</p> <p>In this episode, we’ll discuss:</p> <ul> <li>What works when it comes to improving your retention rates.</li> <li>Effective agency-client communication.</li> <li>How you should structure your customer service.</li> </ul> <h2><strong>Closing the Gap Between Sales Promises And Customer Service Reality</strong></h2> <p>Agency owners commonly focus on signing the deal and ringing the bell when they finally get that client. As important that is, you definitely don’t want to drop the ball when it comes to following through in customer service. If you do, you’ll end up losing clients and wondering why you have a high turnover rate.</p> <p>Why is this so common? As a customer service specialist, Khushbu believes many agencies rely too much on the newest tools and miss the human-oriented approach. In a world of modernization, we all lean on technology to do things for us. This can be great for freeing up more time to focus on the things you do best. However, when it comes to customer service, it can lead to paying less attention to new customers and turning your attention to getting new sales.</p> <p>It’s common to see a discrepancy between the possibilities that agencies present to customers during the sales process and what actually ends up happening. To begin bridgin