Client reporting went from monthly PDF to live dashboard and our retention flipped

We switched all our retainers over to a live dashboard about 8 months ago. Before that we sent a polished 12 page PDF every month and clients would nod along, then ask the same questions next month anyway. Now they can see spend, clicks, and conversions in real time. Our cancellation rate dropped from around 1 per quarter to zero since May. The weird part is we spend way less time prepping reports, but clients act like we're more on top of things. Has anyone else made this switch and seen clients suddenly care about data they ignored before?

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blair_taylor3228d ago

Wait, are you sure your clients aren't just too scared to cancel because they think you'll send them on a guilt trip about how many hours they can see you're not billing them? lol Honestly though, that's hilarious. All those pretty PDFs we used to slave over, and turns out clients just wanted to watch a number go up and down like it's a stock ticker. Probably should've sold them on a hamster wheel with a counter instead of actual strategy. I bet your old PDFs are now sitting in some recycle bin while clients are refreshing the dashboard at 2am like it's a fantasy football app. Good for you, man. You basically taught them to stare at a screen instead of asking questions, which is honestly the dream.