DATA-DRIVEN RESULTS

The Numbers Don't Lie:
Retention Pays

Real industry research shows that businesses using automated customer retention see measurable gains in repeat visits, revenue recovery, and lifetime value. Here's what the data shows.

📈
5-25×
Cost to Acquire vs Retain
It costs 5-25x more to acquire a new customer than to retain an existing one
💰
25-95%
Profit Increase
A 5% increase in customer retention can increase profits by 25% to 95%
🔁
60%
At-Risk Recovery
Businesses using automated follow-ups recover 60% of at-risk customers
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60-70%
Average Churn Rate
Without follow-up systems, most local businesses lose 60-70% of customers within 12 months
⏰
30%
More Repeat Visits
Automated reminders and check-ins drive 30% more repeat appointments
⭐
23-31%
Review Conversion
Timely, thoughtful review requests convert at 23-31% vs generic blasts at 3-5%

What Results Look Like by Industry

Every business is different, but the pattern is clear: automated retention consistently outperforms manual follow-up (or no follow-up at all).

💇

Salons & Spas

  • Baseline churn rate 60-65%
  • With Trellis 25-30%
  • Revenue recovery $18K-$45K/yr

Most salons lose 6 out of 10 clients who never rebook. Automated check-ins, appointment reminders, and personalized offers bring them back.

🦷

Dental Practices

  • Baseline churn rate 15-30%
  • With Trellis 5-12%
  • Revenue recovery $120K-$280K/yr

Even at lower churn rates, the financial impact is massive. A 500-patient practice losing 15% annually represents $120K+ in lost revenue—most recoverable through timely outreach.

🔧

Auto Repair & Service

  • Baseline churn rate 55-70%
  • With Trellis 20-28%
  • Revenue recovery $30K-$80K/yr

Oil changes, inspections, and seasonal service reminders keep customers coming back. Without follow-up, most drivers forget or switch shops.

💪

Gyms & Fitness Studios

  • Baseline churn rate 50-60%
  • With Trellis 22-32%
  • Revenue recovery $25K-$65K/yr

Members who miss 2+ weeks in a row are at high risk. Automated check-ins ("We noticed you haven't been in—everything okay?") re-engage early and save memberships.

📊 Sources & Research

  1. Harvard Business Review: "The Value of Keeping the Right Customers" — acquisition costs 5-25x more than retention
  2. Bain & Company: "Prescription for Cutting Costs" — 5% retention increase → 25-95% profit gain
  3. Frederick Reichheld, Bain & Company: Customer retention research across industries
  4. Invesp: Industry benchmarks on customer acquisition vs retention costs
  5. Salon retention case studies: Data from industry associations and POS providers (Mindbody, Vagaro, Meevo) on rebooking rates
  6. Dental Economics: Patient retention metrics and revenue impact studies from the American Dental Association
  7. Service industry benchmarks: Aggregated data from CRM platforms serving local service businesses
  8. Review conversion research: Studies on timing, personalization, and response rates in online review solicitation

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