Our oldest client has been with us for 12 years, and the average # of months retained of our current client roster is 30 months. Here's how we keep retention so high:
1)We are not order-takers
Our Account Managers are trained as well-rounded marketers & advisors. They are not robots that just execute an SOP. Our staff looks at a client's end goal and helps them craft a plan to get to that goal. They will tell clients "no" when needed, and keep a firm but kind hand when guiding them to the results they ultimately want.
If you hire a firm that just turns ads on and off, you're set up to fail.
^ a lot of firms fall into the trap of just training the SOP because as you scale you just need people to execute a playbook, but it hurts retention in the long run when you don't have a "real marketer" working an account.
2) We look down the funnel to get a full picture.
Sometimes running ads and generating leads isn't all you need to achieve your growth goals. You need a team that tracks the data up and down the board from Leads > Appointments > Show Rates > SQLs > Sales. By having a team that's looking at your system as a whole, you can pinpoint where the leaks are in your system. Maybe your show rate to appointments is low because you didn't have all the notification options activated, and your staff isn't getting as many at-bats as possible. You need someone who is looking at the campaign with a critical eye at all times.
3) We Build It All
We write the copy, create the images, build the landing pages, write the emails, build the automations, do the optimizations, do the reporting, and so on. By building and running the entire system, we gain more control over the end result. You can hire a cheap firm that simply manages the ads, and hand them over the creatives "You think will work"...But at that point, you just hired an order taker, not a strategic advisor.
Do we have clients who come and go after 3 months, sure, who doesn't?
But the overwhelming majority stay for the long haul because we become part of their team and help them steer their campaigns in the right direction.
Breaking Barriers: International Best-Selling and Evergreen Author / Motivational Speaker /Top 1% Influencer / Top Creative Sales Blogger
1wYes, selling is about learning how you can be of help to another by asking questions for understanding upfront.