As a digital agency owner…

I’m sure you already know the importance of client retention.

You want your clients to do business with you long-term…

So your agency can grow and you won’t have to worry about losing sales and cash flow.

While this sounds obvious and simple…

The reality is that many digital agencies struggle with increasing their client retention rate.

And there are many reasons why that happens.

It could have something to do with their offers…

Or their customer success management.

Fortunately, it’s something that we struggled with only for a short time.

We were even able to increase our retention rate to over 97%.

And we did this by focusing on one thing:


The key is to not let the service your agency brings to the table just be any activity that checks the box.

Otherwise, they’ll be the smoke-and-mirror-type services.

For example, posting every day on social media…

Only for the sake of putting out content for your clients.

While it’s something, it doesn’t guarantee great results.

What you offer should go beyond surface-level metrics.

Ask yourself the following:

Will this offer help my client generate more leads?

Is it going to help my client generate more sales?

And will it allow them to generate more revenue growth?

If the answer is all no, then you need to rethink your strategy.

It means that your current services — be it website, SEO, or pay-per-click — aren’t working.

All these should not just be checking the box.

Instead, they should be moving the needle and generating leads and sales for your clients.

At the end of the day, your clients don’t care about vanity metrics.

They don’t care about how many clicks they get or how high they are on search rankings.

All they care about is this:

Getting more leads, more sales, and more revenue growth.

So, make sure that everything your agency is doing will lead to those goals.

In doing so, you’re going to generate a lot more value for them.

And you’ll be more likely to increase your agency’s client retention rate.

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