Even if they've never thought about the role their employees play in retaining customers, these two suggestions are more common sense than anything else.
As customers increasingly begin the buying process online, the entire sales cycle has changed. Trust and authenticity are no longer established exclusively through handshakes and face-to-face meetings. Online reviews serve as a powerful signal of quality and drive purchasing decisions before a first meeting is even won.
Nothing will replace good service. No amount of holiday cards, phone calls, discounts or anything else will make up for poor service. When a client brings you a project, you need to treat them like royalty.