Build the strategy
Define your customer retention strategy. Shape the post-sale experience. Create the conditions for customers to stay and return.
Loyalty. Retention. Advocacy. By design.
The real growth
comes after
the sale.
Win the customer. Then build the relationship worth staying for.
Ideas that stay with people.
Human loyalty in an AI-driven world.
Building relationships that last
The opportunity after the decision
If retention isn’t
designed,
churn is.
Most organisations invest heavily in acquisition and leave what happens after the decision to chance.
The result is predictable: churn, price pressure, and missed referrals.
We help you design and structure the post-commitment experience as a commercial system, increasing repeat revenue, strengthening renewal, and turning customers into advocates.
Activate the strategy
Align messaging, behaviours and touchpoints. Turn retention principles into practical actions, executed consistently across teams.
Improve the outcomes
Increase renewals, repeat purchases and referrals. Reduce avoidable churn. Grow customer lifetime value and advocacy.
The G.R.E.A.T. Retention Method™
Five stages.
One lasting relationship.
An actionable behavioural framework for shaping the moments that turn customers into repeat buyers and advocates.
01 / The emotional architecture of loyalty
Gratitude turns transaction into connection — and connection into emotional safety
Set the emotional foundation for long-term loyalty. Signal appreciation, safety, and respect — before logic takes over.
Explore gratitude
02 / The emotional architecture of loyalty
Reinforcement turns emotion into conviction — and conviction into reassurance
Stabilise initial emotion by replacing doubt with certainty—before second-guessing begins.
Explore reinforcement
03 / The emotional architecture of loyalty
Engagement turns satisfaction into participation — and participation into identity
Move the relationship from passive approval to active involvement. Invite customers to act, contribute, and participate — not just consume.
Explore engagement
04 / The emotional architecture of loyalty
Anchoring turns loyalty into habit — and habit into security
Make the relationship automatic. Replace conscious choice with routine, familiarity, and trust — so staying feels effortless.
Explore anchoring
05 / The emotional architecture of loyalty
Transformation turns loyalty into advocacy — and advocacy into purpose
Move the relationship beyond retention. Enable customers to express identity and values through the brands they support.
Explore transformationI love how the method starts with G for Gratitude: truly a (hidden) gem that not only lifts your spirits but creates trust within -and between- individuals, teams and organisations. Trust, in turn, creates a solid foundation for positive customer retention.
Dr Tuuli BellFormer Principal Customer Success ExecutiveServiceNowThe books
Good relationships
start with good thinking.
Explore the book Strategies for Human Loyalty in an AI-Driven World
The G.R.E.A.T.
Retention Book
Frameworks, examples and prompts to help you design advocacy, reduce churn and increase customer lifetime value.
“The content is incredibly relevant and insightful. As Head of Sales at Scandinavian Trust, I found myself thinking that every one of my colleagues should have the opportunity to read it as well.”
Jenny Lopes Da SilvaHead of SalesScandinavian Trust
Explore the book Turning Satisfied Customers into Loyal Brand Advocates
The Art of
After-Sales Marketing
Rediscover customer engagement as a creative discipline, where character, storytelling and emotion shape what happens after the sale.
Speaking & workshops
Make the
conversation
count.
Challenge the way your team thinks about loyalty. Then turn the conversation into something they can use.
Your insights on retention, after-sales, and the G.R.E.A.T. relationship-building framework are highly relevant to maintaining and growing our membership base. We’re putting them into action immediately with our membership team.
Susan McKayCommercial DirectorGlasgow Chamber of CommerceIdeas into practice
From the page
to the people.
Case study The relationship in practice
Scandinavian Trust
Exploring the Future of Loyalty with an international sales team
“A gripping presentation that gave me a lot of food for thought.”
Annamari LievonenDirector, Legal Entity ManagementScandinavian Trust
Meet Vladislav Dobrokhotov
A practitioner’s eye.
A human approach.
Business operator. Chamber leader. Author. A perspective on retention shaped by building organisations and the relationships that sustain them.
The person behind the MethodAn inspiring speaker with a wealth of knowledge and some really valuable insights on loyalty and retention that I can take back to the Sheffield Chamber of Commerce.
Aynsley PixMember Services ManagerSheffield Chamber of Commerce