Retention Touch Cadence.

Build the rhythm of proactive, value-reinforcing contact for each customer tier, and assign the ownership that keeps it running, so staying in touch becomes a habit rather than something that happens when you remember.

Section A: The cadence per tier

For each tier, define the rhythm of proactive contact, the touches that happen for reasons other than selling or renewing. Every tier has a cadence; higher tiers are richer and more personal, lower ones lighter and more scalable.

Tier

Touch frequency

Channels

Example touches

Tier 1

Tier 2

Tier 3

Section B: What each touch delivers

A cadence of "just checking in" wears out its welcome. Each touch should do real work. Fill in your touch types with an example of each.

Reinforce value (remind the customer of the value they are getting)

Surface more value (show them a way to get more from what they have)

Share something useful (a resource, insight, or update that helps them)

Make them feel seen (a genuine, personal acknowledgment)

Section C: Ownership and ongoing operation

Retention dies when it lapses under pressure. Make it owned and durable.

Who owns each tier's cadence

How it is built into operations so it survives busy periods

A lapse in contact is treated as a problem to fix, not a minor slip.

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Runs on tiers from the Customer Segmentation for Retention; pairs with the Customer Feedback Loop. Back to the guide, or start over.