The Shift
Every company has a plan for winning the client. Almost none have a plan for keeping them.
Your best clients are already being approached by competitors promising to do it cheaper, faster, or better. The companies that stay genuinely close between transactions are harder to replace — and harder to pitch against.
Who It's For
Leaders responsible for retention across top accounts and strategic relationships — the clients whose loyalty can't be assumed just because the work is good, the product is strong, or the service is reliable.
The Goal
Deepen loyalty beyond excellent work.
The moments that keep your best clients close.
Step 1
Map
Step 2
Identify
Step 3
Design
Step 4
Deliver
Proof
"The YOSS Platform runs a full moments program across our client relationships - birthdays, celebrations, referral appreciation - because loyalty shouldn't depend on whoever remembers to send a card." Gavin Merwin, CTO at The YOSS Platform
higher lifetime value for customers with an emotional connection to a brand
ACCENTURE
increase in profit from just a 5% increase in retention
HARVARD BUSINESS REVIEW
For the Budget Holder
The cost of losing one key client almost always exceeds the cost of a year-long program to keep them. Silent attrition - the client who never complains, just quietly stops calling - is the risk this closes.
Let's Build This Together