Workshop Flow
Foundations of Retention
- Why emotional connection fades after delivery
- Deep dive into each G.R.E.A.T. stage
- Retention self-audit and gap identification
Designing the Blueprint
- Trigger selection and practical application
- Designing your bespoke five-stage process
- Group feedback and real-world application.
Location: On-site
Based in Finland and the UK, with delivery worldwide.
“Thank you so much for the conversations and your presentation today! We have already had a meeting at work on how to incorporate the information you provided into our operational strategies at grit:lab — no time wasted!”BOOK NOW
Jessica Westerlund
Head of Community, grit:hub
Most organisations work hard to win customers — but very few have a system for keeping them. Delivery is planned, sales are tracked, yet what happens after the sale is usually unstructured. When a client returns, it’s treated as luck rather than design.
The G.R.E.A.T. Retention Model™ changes that. It provides a simple, strategic, five-stage framework for strengthening relationships, increasing repeat business, and turning satisfied customers into advocates. It works for SMEs, professional services, membership organisations, and any business that relies on long-term relationships.
What You’ll Learn
In this hands-on workshop, participants will:
Understand the key drivers of client retention and repeat business
Map their customer relationships through the five G.R.E.A.T. stages
Identify which emotional triggers matter most in their sector
Design a clear, repeatable Retention Blueprint for their organisation
Leave with practical tools to measure and sustain engagement
Who Should Attend:
Business Development & Client Relations
Marketing & Customer Success
Professional Services, Advisory & Membership Organisations
Anyone responsible for strengthening customer relationships
This workshop is also available as a private 1-to-1 strategic programme for partners, executives, or key account teams who want to apply the model directly to their top clients.
Outcomes
By the end of the workshop, participants will:
Know exactly where and why customers drift away
Have a structured process to increase repeat business
Build deeper emotional connection after delivery
Turn client satisfaction into loyalty — and loyalty into advocacy
Replace “hope” with a proven, practical, five-stage strategy
About the Model
The G.R.E.A.T. Retention Model™ combines 90+ evidence-based emotional triggers across five stages of the customer relationship — Gratitude, Reinforcement, Engagement, Anchoring, and Transformation.
It draws on principles such as reciprocity, cognitive consistency, mere-exposure, anchoring, and social proof to create long-term emotional connection and measurable loyalty.
(Full trigger library and framework available exclusively through workshop participation.)
The G.R.E.A.T. Retention Model™ is a proprietary behavioural framework created by Vladislav Dobrokhotov. All rights reserved.
