E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention

CHURN FM

Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle.

In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention.

We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Cycle App
• Hotjar
• Figma
• Notion
• Segment Analytics
• Eleanor Dorfman
• Brian Balfour
• Avrio
• Superhuman

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapters

1. E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention (00:00:00)

2. Welcome Mehdi Boudoukhane: Introducing Cycle's Vision (00:02:06)

3. The Start: Mehdi's Transition from Data Scientist to CEO in Johannesburg (00:02:41)

4. The Importance of Closing the Feedback Loop for Retention (00:06:20)

5. The Strategy Behind Handling Negative Feedback (00:10:04)

6. Debunking the Myth: High Engagement Does Not Always Equate to High Value (00:12:40)

7. Feedback as a Core Component, Not Just a Prioritization Tool (00:18:47)

8. The Shift from Self-Serve to a Guided Customer Journey (00:22:36)

9. The Future of Cycle: Optimizing for Feedback Loop Velocity and Beyond (00:30:53)