Customer research
Interviews and data reviews that show what customers value, where they get stuck and why some leave.
Customer retention & experience consulting
Keep the customers you worked so hard to win.
We find out why customers stay or leave, then improve onboarding, communication and service so more of them keep buying and recommend you.
Sounds familiar?
When customers quietly drift away.
- Customers cancel or stop buying and you don't really know why.
- New customers struggle in their first weeks.
- Support and sales tell different stories about the same customer.
- You only talk to customers when they renew or complain.
- Acquisition costs keep rising while existing customers are underserved.
What you get
A clear picture of why customers stay, and a plan to keep more.
Retention improves when product, service and communication work together, so we look at all three.
Churn analysis
Which customers leave, when and after what, so you can act before it happens.
Onboarding and lifecycle journeys
The first weeks, key moments and messages redesigned so customers get value sooner.
Retention programmes
Loyalty, win-back, service and account routines that your team can run every week.
How we work
Four stages, each with a clear output.
Understand
We talk to customers and your team and review usage, support and purchase data.
You receiveA written diagnosis and agreed priorities.
Design
We map the customer journey and agree on the moments to fix first, with measures.
You receiveA plan to approve, with scope and measures.
Build
We put new onboarding, messages, service routines and programmes in place with your team.
You receiveWorking changes in use, documented for your team.
Improve
We track retention against the agreed measures, adjust and hand over.
You receiveA review against the agreed measures, and a handover.
Selected clients
Companies we have worked with.
Questions
Common questions.
- What is the difference between retention and customer experience?
- Customer experience is everything a customer goes through with you. Retention is one of its clearest results. We work on the experience to improve retention.
- Do you need access to our data?
- It helps. We work with what you have, from a CRM or billing system to a spreadsheet, and with customer interviews when data is thin.
- Can you help subscription and non-subscription businesses?
- Yes. Subscriptions make churn visible, but repeat purchase, renewals and referrals matter in any business.
- Will you talk to our customers directly?
- If you agree, yes. Talking to customers is often the fastest way to learn why they stay or leave.
Related areas
Problems rarely stay in one area.
Next step
Tell us what you're working on.
Start with a conversation. You don't need a formal brief, just a sense of the challenge you want to solve.
What happens next
- You book a call at a time that suits you.
- On the call we get to understand the situation, your goals and any constraints.
- We follow up with a written proposal: approach, scope and next steps. If we're not the right fit, we'll tell you.