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The Retention Code
Project type
Lecture
Date
January 2026
Based on the Book
"The Retention Code: How Effort and Reward Create Experiences that Build Loyalty"
Hire
Why do some customers stay, even when everything fails — and others leave, even when everything seems perfect?
Based on the book "The Retention Code," this talk reveals what truly sustains loyalty: behavior, effort, and perceived value.
Bruno Scott leads a journey connecting behavioral economics, customer journey architecture, and retention strategy, showing how loyalty isn't luck, it's a designed structure.
Using accessible language and direct provocations, he translates concepts like marginal utility, intentional effort, and value peaks into practical actions for recurring revenue businesses.
Retention isn't about making the customer stay. It's about making them want to continue.
This talk is ideal for CS and CX leaders, operations managers, directors, and entrepreneurs who want to transform experience into predictable and sustainable growth.
