Unexpected gestures of goodwill can have a lasting positive impact on client relationships. A small but thoughtful surprise can demonstrate that you truly care about their success. Unexpected Gifts or Bonuses: Sending a small gift, a thank-you note, or an unanticipated service upgrade can show your clients that you appreciate their business. Celebrating Wins: When your client achieves a significant goal, celebrate with them by sending a congratulatory message, offering a discount, or providing additional support.

Check on them regularly. Not the generic “just touching base” email. Bring some heat. Show up with insights, ideas, maybe even a small win they didn’t see coming. Prove that you’re not just cruising on autopilot with them. They should know you’re not just another vendor. You’re the one who’s tapped into what they actually care about.

Customers expect value from your service. Deliver it, consistently and with quality. It’s the single success parameter customers rate you against, everything else is nice-to-have (CSAT, NPS, SLAs). If the product is failing to deliver value, gather evidence and raise it internally at the highest possible level. Expect pushback and fight it with evidence.

Retaining key customers requires consistent communication, personalized service, and meaningful gestures of appreciation. Regularly check in with them to understand their evolving needs and proactively offer solutions. Showcase their importance by providing exclusive benefits, early access to new offerings, or tailored recommendations. Celebrate milestones, such as anniversaries or achievements, with thoughtful tokens of appreciation or personalized messages. Finally, solicit their feedback and act on it to demonstrate that their opinions shape your business, reinforcing their value and fostering long-term loyalty.