Client Retention

'Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves' - Steve Jobs

Good client retention is a bedrock issue for highly successful agencies. From a business model standpoint, achieving your revenue objectives through ongoing or repeating transactions with existing clients is far more beneficial than relying on a constant stream of short-lived, new business.

Retaining your clients relies on you building a strong, synergistic relationship with your clients, where there is clear value . This will then make a big difference to:

  • client loyalty
  • maximising client lifetime value
  • referrals into other organisations
  • entrée to bigger projects

If you look around at highly successful agencies, ongoing repeat business is a pillar of their businesses. It provides a solid platform for growth, provides for dependable business continuity and security and makes the business a lot more attractive to potential acquirers.

Effective client retention is a multi-function exercise that encompasses:

  • A well developed and systematic understanding of client relationship drivers and a clear retention doctrine
  • A strong internal client advocacy ethos
  • Careful recruiting and effective training
  • Well developed systems for
    • creating ‘WOW’ factor inputs
    • anticipating client requirements and offering creative solutions
    • keeping clients happy and of course,
    • Successfully dealing with any unhappy client

For over 15 years we have helped our clients overcome their retention challenges and fast track world class client retention functions in their businesses.

Want to f‌ind out how this could work for you?

Lets talk. Take advantage of our conf‌idential, no-cost, no-obligation Q&A conversation so we can see if there is a f‌it.