Retention is one of the most valuable drivers of profitability in business consulting. For Business Service Consultants (BSCs), the ability to keep members engaged over the long term is directly tied to the strength of the consultant-client relationship.
Research consistently shows that steady engagement fosters stronger customer relationships
Strong client relationships go beyond satisfaction—they build loyalty. According to a Harvard Business Review analysis, emotionally connected customers are more than twice as valuable as highly satisfied customers (Harvard Business Review, 2016). Emotional connection fosters advocacy, repeat purchases, and long-term engagement.
Gallup research reinforces this point: customers who feel cared for are 23% more likely to remain loyal to the business, making consistent personal engagement a competitive advantage (Gallup, 2022).
Furthermore, the U.S. Chamber of Commerce highlights that responsiveness and personalized interaction are key factors in building loyalty among small business clients (U.S. Chamber of Commerce, 2023).
Celebrate Milestones
Recognizing membership anniversaries, birthdays, or achievements personalizes the relationship and deepens connection.
Responsive Communication
Rapid responses to questions or issues prevent frustration and demonstrate reliability.
Personalized Touchpoints
Using details such as client preferences, goals, or challenges ensures communication feels tailored and authentic.
Regular Check-Ins
Scheduling routine outreach strengthens visibility and reinforces your role as a trusted partner.
Retention has a direct financial impact. Bain & Company research shows that increasing customer retention by just 5% can increase profits by 25% to 95% (Bain & Company, 2019). This underscores the reality that investing in relationships is not simply a matter of goodwill—it is a business growth strategy.
Retention begins with relationships. By focusing on emotional connection, personalization, and responsiveness, businesses can build the kind of loyalty that drives long-term growth. Customers who feel valued stay longer, contribute more, and advocate on your behalf.
