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This stat about churn rates floored me at a conference last month
I heard at the SMX event that the average agency loses 20% of their clients every year just from poor onboarding, not bad work. Has anyone else dug into their own churn data and found a number that surprised them?
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corablack13d agoMost Upvoted
Oh wait a SEC. 20% just from bad onboarding?? That's insane. I figured it would be more like single digits for churn on a simple thing like getting them set up, not one out of every five clients.
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avery21912d ago
And 20% was probably their most generous version of the data too.
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Pulled my churn data last quarter and felt like I was looking at a bill for food I already ate. 20% is exactly what we found and it stung. Turns out clients leave because they feel lost, not because we did bad work. I've personally sent a welcome email to the wrong person before, so I get it. That was a fun call with the boss. Trust me, you want to dig into your numbers even if it hurts.
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