How We Built an Agency Client Vault That Retained 90 Percent

Lucas and Luna unpack the story of a 9-person digital agency that reduced client churn from 28% to 9% in 18 months by building what they call a 'Client Vault' — a structured system of quarterly business reviews, client advisory boards, and a tiered escalation protocol. The episode drills into the specific triggers, the metrics that mattered, and the three things they had to fire a client to get right. Practical, not theoretical — including how they tracked Net Promoter Score on a rolling basis and used it to predict defection 60 days in advance. #AgencyOwnerPodcast #FexingoBusiness #BusinessPodcast #Marketing #ClientChurn #ClientRetention #QuarterlyBusinessReview #NetPromoterScore #AgencyGrowth #ClientVault #EscalationProtocol #ServiceBusiness #ClientAdvisoryBoard #RetentionStrategy #AgencyOperations #SmallAgency #B2BServices #AgencyManagement Keep every episode free: buymeacoffee.com/fexingo