CX & RETENTION
Retention isn't a feature. It's what happens after launch.
Most agencies stop caring the day your site goes live. We don't - because customer experience was our founder's actual job before it was a service we offer. If people are landing on your site and leaving, or buying once and never coming back, that's not a marketing problem. It's a CX problem, and it's fixable.
CX-led
Led customer experience initiatives for an organisation with £80m+ turnover.
After launch
Post-launch care isn't an add-on here - it's where retention work actually happens.
Diagnose first
We look at where people actually drop off before recommending anything.
WHAT WE DO
What actually closes the loop
Scope one of these on its own, or combine a few into a CX overhaul - whichever your budget and timeline actually need.
CX & UX Audits
We map where people actually drop off, not where we assume they do.
Web Development
Fast, accessible websites, built by the same senior team from first call to launch.
Tracking & Analytics
You can't fix what you can't see. Real behaviour data, not vanity metrics.
SEO & Marketing
Search and campaigns that bring the right visitors to a site that's ready for them.
Project Management
Structured delivery for projects with real stakes and multiple moving parts.
Post-launch Care
The unglamorous part where most retention work actually happens.
Why Harri Digital
Real CX work,not agency theatre.
We're not selling retention advice because it's trendy. We did the job, at real scale, before it was a page on this website.
We've done this from the inside
Not agency theory - real CX work, at real scale with CMO Group, before this was a service we sold.
We diagnose before we prescribe
No generic "add a loyalty programme" advice. We find out where you're actually losing people first.
We stay past launch
Retention isn't a one-off project. We're still here checking what's working three months in.
HOW WE FIX IT
Find the leak. Patch it.Watch it hold.
Audit
We look at your actual customer journey - where people arrive, where they stall, where they leave.
Diagnose
Real behaviour data over assumptions. We'll tell you what's actually happening, not what's comfortable to hear.
Prioritise
Not every fix matters equally. We tell you what to do first and what can wait.
Build
Whether that's a UX fix, a portal, or a retention campaign - built by the same senior team throughout.
Measure
We check whether it actually worked, not just whether it shipped.
Scoped to the problem,not a flat rate.
A CX audit alone is a different job from a full retention overhaul, so we price against what you actually need - not a one-size template. Tell us where you think people are dropping off, and we'll tell you honestly what's worth fixing first.
Questions
The questions,and the answers.
What's the difference between CX and just "good design"?
Design is how something looks. CX is whether it actually works for the person using it - whether they can do what they came to do without friction, and whether they come back. You can have a beautiful site with terrible CX.
Do you need to redesign our whole site to fix retention?
Usually not. Most retention problems are a handful of specific friction points, not everything being wrong. We'd rather fix the three things actually costing you customers than rebuild the other 90% that's fine.
We already have analytics - why do we need this?
Having data and knowing what it means are different things. We look at behaviour, not just numbers, and tell you what's actually worth acting on.
Can you help with retention if you didn't build our original site?
Yes. Post-launch care and CX work don't require us to have built the thing originally - we can audit and improve what's already there.