CEO / Founder - Bobby Thomson

Retention Express was created after a successful consulting role with a high growth, multi-unit operator in the Express Car Wash industry on the east coast.  In that capacity, Bobby saw similar challenges in responding to and capturing the full voice of the customer to effectively impact positive change in Customer Experience for subscription/member based businesses thus generating higher active and passive churn.

Retention Express offers businesses a dedicated, outsourced support solution combining human interaction with appropriate automation to help them across all customer communication touchpoints. We utilize a full tech stack to capture the right data to help provide actionable insight to owner and operators of businesses. We are flexible and scalable and work with each customer on customizable solutions. In addition, we can help operators reduce passive churn in the prevention and handling of Failed Credit Card payments  Though we do service owner/operators in the Car Wash Industry, we are fully capable to bring the same tenacity to help any customer in leveling up their customer experience initiatives. Often times, our service tends to pay for itself through our retention efforts.

Bobby is a seasoned executive with over 25 years in sales, retention, operations, marketing and consulting in various executive leadership positions and across diverse industries. He brings a well rounded approach with 22 years at AT&T Advertising, growth and retention of $225M ARR handled and is startup experienced in launching a multichannel, supply chain importing building materials to the U.S. market and providing multifamily construction services.  The ah-ha moment for Bobby came when he was asked to lead and to build out a new retention call center division at AT&T Advertising, focused on improving the customer experience AND revenue retention. Per Bobby, "you have no idea what customers really think about your organization until you become their voice and capture the data behind it to implement real change within an organization."