A short agency-focused commentary explaining that retention is the primary metric and that using a VTO-style framework—clarifying clients' success definitions, long-term vision, and target market—helps agencies add value faster and improve client retention by aligning services to what success looks like for each client.
As an agency, we're extremely passionate about client service. Like, retention is the number one metric that we talk about. How can we add value to our clients? How do we get them to stick around longer? And what we found is that by truly understanding what success looks like to our clients, the more we can understand that, the longer we will stay and the more value we'll add. And so that sort of starts the vto, right? Like understanding where these business owners want to take their business, who they believe their target market is today. It's fun to. To test that theory and say, hey, your target market might be this externally, but online it might be this. By having that foundation, it allows us to add more value faster.
