How can understanding client behavior and refining your processes transform your approach to retention and growth? By identifying behavioral cues that indicate potential churn, agencies can take preemptive steps to retain clients.

In this episode of The Agency Blueprint, I’m joined by Masud Hossain to discuss churn indicators in agencies and how to improve client retention. Masud is the CEO of Queue, a platform designed to streamline agency operations. He’s a first-generation immigrant from Bangladesh and his entrepreneurial journey began with coding at age 12 to launching and selling his first startup A Sense of Life for $10 million during his residency.

Don’t miss this value-packed episode to learn more about the importance of clear communication, the impact of onboarding, and strategies to improve client relationships.

Key Questions:

• [02:11] What are the top reasons why agencies are experiencing client churn?
• [07:29] Does agency specialization help deliver higher-quality work and reduce churn?
• [13:49] What are the most effective ways for agencies to combat churn outside of communication?
• [18:34] Are there specific language, tone, behavior, or metrics agencies or clients use that indicate the potential for churn?

What You’ll Discover:

• [02:20] The top causes of client churn, include poor communication, low-quality work, and mismatched expectations.
• [05:15] The importance of proactive communication and how simple updates can significantly impact client retention.
• [07:51] The challenges of productized services and their higher churn rates compared to specialized services.
• [10:01] How proactive agencies reduce churn by identifying clients at risk and suggesting improvements.
• [12:40] How high-growth agencies with proactive account managers reduce churn by 5–7%.
• [14:00] The importance of effective onboarding, including understanding client design preferences and setting clear expectations.
• [17:35] Best practices for new client communication, including keeping updates frequent but concise.
• [19:04] How to improve your client communication styles and handle disagreements respectfully.
• [21:38] Understand that rapid response times may demand dedicated account managers to avoid disrupting creative processes.

Connect with Masud:

• Website