How This Agency Reduced Churn by 50% (with AI's Help) w/ Erik Huberman

How This Agency Reduced Churn by 50% (with AI's Help) w/ Erik Huberman

Feb 22, 2024

Wanna know how a 200-person agency reduced churn by 50% from one year to the next?

Even though Hawke Media is one of the most successful marketing agencies in the United States and they’ve scaled to hundreds of millions in annual revenue, their journey hasn’t been without bumps in the road.

At the beginning of 2022, they saw client churn on the rise and their CEO, Erik Huberman, knew he had to adjust their strategy to address a new challenge.

In today’s conversation, you’ll hear from Erik:

  • How they created intense focus throughout the agency to reduce client churn
  • The role of incentive structures & systematic churn analysis in their impressive churn reduction
  • How they retrained their sales team to head off churn early in the client lifecycle
  • What they realized was the Number 1 KPI impacting client churn (based on systematic AI analysis)

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00:00 Introduction: The Challenge of Reducing Churn

00:55 The Turning Point

01:16 Focusing on Long-Term Client Relationships

02:33 The Results: Cutting Churn in Half

03:28 The Implementation: Changing the Agency Culture

16:32 The Number 1 KPI (based on AI Analysis)

27:29 Agency Life Fast Five

33:46 Conclusion