WLA/SCORE: Keep Your Customers--A Practical Retention Strategy for Small Businesses

Most businesses focus heavily on getting new customers - but sustainable growth comes from keeping the ones you already have. This 90-minute in-person workshop is designed for solopreneurs, founders and small business owners who want a clear, practical retention strategy without getting buried in templates or overbuilt systems. You’ll learn why customers actually leave, how strong businesses design for retention intentionally, and how to shift from reactive support to a proactive client experience that drives rebooking, referrals, and long-term growth. This session blends strategy, real-world examples, and short hands-on exercises, giving you clarity on what matters most and what to prioritize next.

You will learn:

• Why customers really leave (and why it’s rarely price)

• The Customer Success mindset and how it applies to any business

• How to define “success” for your clients beyond deliverables

• The core stages of a strong client journey

• Where most small businesses lose customers without realizing it

• How retention, rebooking, and referrals are directly connected

• What systems and touchpoints matter most — and which ones you can ignore

What You’ll Walk Away With

By the end of the session, you’ll have:

• A clear retention strategy tailored to your business

• A high-level view of your customer journey and key risk points

• Clarity on where to focus first to improve retention and lifetime value

• A practical roadmap you can act on immediately, without being overwhelmed

Prior to the Workshop:

If you have a specific retention challenge, question, or scenario you’d like addressed, you’re welcome to email questions to the presenter in advance. Selected questions may be incorporated into the session to make the discussion as relevant and practical as possible.

Alana D’Angelica began her career on Wall Street before transitioning into the tech sector, where she led and scaled global customer success teams at Indeed.com, Datto, and Wix.com. Her work has focused on building customer-facing operations, improving retention, and creating clarity as organizations grow. Today, she works as an independent consultant, helping founders and service-based businesses design practical retention strategies and client experience systems that support sustainable growth. In addition, Alana runs a financial coaching practice centered on practical money education, which informs her structured, numbers-driven approach to advising business owners.

Please click here to register on the SCORE website.