Halftime: Keep Your Customers: The Retention Playbook Every Small Business

HAYVN HalfTime

IN-PERSON EVENT at HAYVN Darien

Thursday, 12/11/25, 12-1pm

COST:

• HAYVN Members: Free with code on members portal. For help accessing members portal please email questions@hayvn.com
• Non-Member: $20

Topic: Keep Your Customers: The Retention Playbook Every Small Business Needs

Featuring Alana D’Angelica, founder of Alana D’Angelica Consulting

Most businesses focus on getting new customers — but the real growth happens when you keep the ones you already have.

In this introductory session, Alana D’Angelica breaks down the core principles of customer retention and shows you how to build a simple, scalable foundation that strengthens loyalty, reduces churn, and sets the stage for long-term growth.

You’ll learn why customers actually leave, how to shift from reactive support to proactive success, and what a strong client journey should look like. This session is the perfect starting point before the hands-on workshop.

Most businesses focus on getting new customers - but long-term success comes from keeping the ones you already have.

In this intro session, you’ll learn why clients really churn (hint: it’s rarely price), how to shift from reactive customer support to proactive customer success, and how to start thinking like the businesses that retain, rebook, and grow sustainably.

KEY TAKEAWAYS

• Why clients leave - and how to stop it
• The Customer Success mindset and how it applies to ANY business
• How to define “success” for your customer beyond deliverables
• An introduction to the Customer Journey Framework:Onboarding → Engagement → Renewal → Advocacy
• What we’ll build together in Part 2: systems, templates, and a repeatable client experience

Perfect for coaches, consultants, creatives, and small business owners who want more predictable revenue, deeper loyalty, and better retention.

ABOUT OUR SPEAKER:

Alana D’Angelica is the founder of Alana D’Angelica Consulting, where she helps startups, small businesses, and nonprofits build scalable customer operations that drive retention and growth. With over 15 years of experience leading global Customer Success and Operations teams in the tech industry, Alana specializes in turning customer chaos into clarity - designing retention playbooks, scalable processes, and systems that keep customers for life.

www.alanadangelica.com

Questions? Contact communitymanager@hayvn.com

CAN'T MAKE THIS EVENT? Get on our email list for future event notifications.

CURIOUS ABOUT HAYVN? Book a tour

WANT TO SEE MORE? View our full calendar of events