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Keynote speaker · Customer retention

Send your audience home with a plan to reach 97% retention.

Josh Koeller speaks on customer retention and the profit hiding in customer service. He grew a division from $3M to $10M and took an agency's churn from 7.5% to 1.8%. Then he built a system so your audience can do the same.

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Next on stageSeven Figure Agency Member Intensive, Miami, November 2026
97%retention
Josh Koeller, customer retention keynote speaker
Results earned with L'Oreal USA Location3 Surge Digital Marketing nVent
$3M → $10MDivision growth at L'Oréal, with no new sales
7.5% → 1.8%Client churn at Location3
90.5% → 97.1%Retention at Surge Digital in 3 months
15 yearsLeading customer service teams at scale
Signature talks

Three talks. One goal: fewer customers leaving, more profit staying.

Each one is built around your audience and the outcome you want from the room.

Signature talk 01

Hidden Signals

The client success system that took an eight-figure agency from 7.5% churn to 1.8%

Customers rarely leave without warning. They give off signals weeks and often months before they cancel, and most teams never catch them. Josh walks through the system his team used to hear those signals early and act on them, then shows your audience how to start spotting them in their own customer conversations.

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Key takeaways for your audience

  • The hidden signals customers give off 30, 60, and 90 days before they leave
  • How to build the habit of catching them in everyday conversations
  • Which proactive actions to take once a signal shows up
  • A simple way to track retention so a slip gets caught early
Signature talk 02

The Road to 97%

The three-part retention system that turns a service team into a growth engine

There is a number where retention stops being a defensive metric and starts compounding. Josh has watched it happen at 97%. In this session he lays out the three parts of the system, the feedback loop it creates, and what every point below 97% is costing a business.

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Key takeaways for your audience

  • Why rewarding retention, not just upsells, changes how a team behaves
  • The three parts: incentivize retention, identify signals, take proactive action
  • How the feedback loop builds confidence, proactivity, and richer customer data
  • How to work out what a point of retention is worth in their own business
Signature talk 03

Customer Service Is Your Best Profit Center

How 97% retention unlocks referrals, upsells, and trust that pays

Most companies treat customer service as a cost to keep small. Josh grew a division from $3M to $10M through its customer service team, with no new sales. He shows leaders how retention builds the trust that turns into profit, and how to make that case in a budget meeting.

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Key takeaways for your audience

  • How to reframe customer service from cost center to profit center
  • The profit streams that show up once trust is in place: upsells, referrals, reviews, testimonials, and more
  • How to measure and report retention so it holds up in front of leadership
  • Where to start on Monday morning
The Retention Flywheel: incentivize retention, identify signals, take proactive action, at the center of 97% retention
The framework behind the talks

Three parts. One feedback loop.

  1. Incentivize retentionEveryone rewards upsells. Josh shows teams how to reward the thing that makes upsells happen naturally.
  2. Identify signalsTrain the team to catch what customers give off before they leave.
  3. Take proactive actionTurn each signal into a move that builds trust before churn shows up.
What people say

The results came first. The kind words followed.

"Thanks to Josh and his system, my team is laser focused on retention and making it so our clients never want to leave. We reduced client churn from 7.5% to 1.8%."
Madison McGinnDirector of Local Operations, Location3
"I would easily say the ROI will be 100x from this."
Seth BrownFounder, Surge Digital Marketing
"The three sessions were truly an invaluable experience. I was genuinely inspired by your experience, insights, and practical advice."
CX Team LeadnVent
Why book Josh

An operator on stage, not a theorist.

1

Real numbers from real teams

Everything Josh teaches was tested on teams he ran and clients he worked with. The stories come with the results attached.

2

Practical from the first ten minutes

Attendees leave knowing what signals to watch for and what to do when they see one. They can use it the next morning.

3

Built around your audience

Agency owners, service teams, franchise operators, and executives each get examples that fit their world.

4

Profit, not just good feelings

Retention is easy to agree with and hard to fund. Josh gives leaders the math to make the case.

Audiences and formats

Where Josh speaks best.

Audiences

  • Agency and professional services owner communities
  • Customer success and customer experience conferences
  • Franchise conventions and franchisee events
  • Corporate leadership meetings and offsites
  • Industry associations and mastermind groups

Formats

  • Keynote
  • Breakout session
  • Hands-on workshop with an audience workbook
  • Virtual session for teams and member communities
Josh Koeller
Hey, I'm Josh

Fifteen years on the customer service side of the table.

I spent 15 years in corporate America running customer service teams at scale. At L'Oréal, I grew a division from $3 million to $10 million with no new sales, all through the customer service team.

Then I took on churn at Location3 and brought it from 7.5% to 1.8%. In both places I saw the same thing. When customers trust you, they stay longer and they reward you. Somewhere around 97% retention, those rewards start compounding: happier customers, a stronger culture, and more profit through referrals, reviews, upsells, and intelligence.

Now I speak to teams and leaders about how to get there, and my team and I install the system inside businesses through 97Retention.com.

Short bio for event promotion

Josh Koeller is a keynote speaker on customer retention and the profit hiding in customer service. After 15 years leading service teams, including growing a L'Oréal division from $3M to $10M and cutting an agency's churn from 7.5% to 1.8%, he shows audiences how to reach 97% retention. He works with businesses through 97Retention.com.

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Event planner FAQ

The questions that come up before booking.

How far in advance should I reach out?

As early as you can. Put your date in the form and I'll tell you quickly whether it's open.

Can the talk be customized for our audience?

Yes. Every talk is built around your audience, your industry, and what you want people to do differently afterward. I'll ask a few questions before the event to get it right.

Do you speak virtually?

Yes. Virtual sessions work well for teams and member communities. Tell me the platform and format in the form.

What do you need from us?

Your date, audience size, and the outcome you're after. We'll sort out the technical details together.

What does it cost?

Fees depend on the format, travel, and size of the event. Send the details and you'll get a clear quote.

Can I get a bio and photos for promotion?

Yes. Copy the short bio or use the download buttons in the About section above.

Book Josh

Request speaking info.

Tell me about your event. I read every request myself and reply personally.

Prefer email? Write to [email protected].

Questions first? [email protected] · 727.492.1789

Not planning an event? Get your own business to 97%.

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