Why client retention is critical

Why client retention is critical On average, 65% of a business’s custom comes from repeat customers – yet you’d be forgiven for thinking the main focus in most businesses is to win new clients, rather than retain what you’ve already got. Retention is critical to business success, and, crucially – it’s one of the top priorities […]

Introduction

Introduction As customer acquisition costs rise, retention has to be a top business priority. But are your clients happy? Data from the Institute of Customer Service suggests they might not be, as average customer satisfaction in the UK fell in 2023 and is at its lowest since 2015.  However, when customer service is prioritised, the […]

Contents

Contents 1 Introduction  2 Why client retention is critical 3 Are your clients happy? 4 The impact of brilliant customer service 5 The power of accurate customer service measurement 6 Think beyond first impressions 7 Customer knowledge is power 8 How to improve client retention 9 Bespoke support underpins customer retention 10 The value of […]

Welcome

Retaining clients and how to unlock growth Start reading