A guide on navigating to and using the client retention report.
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What is the Client Retention Report?Navigating to the report
Filtering by Official Offerings
Downloading the report (for 3rd party app usage)
Use cases
Tips & best practices
What is the Client Retention Report?
This report helps providers identify how many clients have returned, what they spent, and what services they received. It's a powerful tool for retention strategies, segmenting your client base, and driving rebookings.
Navigating to the Report
The Client Retention Report lives under the Clients section of the Reports tab. Here's how to find it and apply filters effectively
1. Log into your Moxie account.
2. Within the Global Nav click Reports.
3. On the Reports page click Clients.
4. Scroll down to on this page to find the Client Retention Report.
5. A good place to begin is sorting by last completed visit and confirming if there are any future appointments for those clients.
Filtering by Official Offerings
6. Let's get even more specific. Click on the Official Offerings Received filter.
7. Click on the first row then select Contains.
8. Now click into the text field
9. Enter the name of official offering. In our example we're using Neuro to view all tox services.
10. Now toggle Match case off
11. With Match case toggled off let's update our report.
Downloading the report (for 3rd party app usage)
12. Alternatively you can also download the entire report. Click the downward arrow icon at the bottom right of the report to begin this process.
13. You'll see the name of the file (you can update this) and the Format type. For use in a spreadsheet application such as Excel or Google Sheets change the format to .XLSX as shown below.
14. Click Create File.
15. Once the file is created you'll see a message it is ready to download. Click Download and a copy will be saved to your device.
Use cases
Use case #1 - reengage your one-and-done clients
What to do:
Sort by Completed Visits and identify clients with just 0 or 1 visit.
Why it matters:
Clients who ghost after their first visit are a major leak in your funnel. These are low-hanging fruit for re-engagement.
How to act:
Send a targeted text or email using a Custom booking link to incentivize them to return, offer a limited-time discount or even suggest a next-step treatment plan.
Use case #2 - VIP client recognition + Holiday campaigns
What to do:
Sort or filter by All-Time Revenue to identify high spenders.
Why it matters:
These clients already love you and they’re most likely to respond to personal touches or exclusive offers.
How to act:
Send VIP-only holiday promos, early access to new services, or an invite to a "Thank You" event. Great for rebooking during slow seasons or anniversaries.
Use case #3 - spot gaps in return bookings
What to do:
Sort by Last Completed Visit and check for those with no upcoming appointment.
Why it matters:
A client who hasn’t been back in 90+ days might just need a nudge to book.
How to act:
Use this list to send personalized re-engagement messages. For example:
“It’s been a while since your last visit, we’d love to see you again! Here’s a special link just for you: [custom booking link]”
Use case #4 - audit consultations that didn’t convert
What to do:
Filter by Official Offering = Consultation, then look for clients with $0 revenue and no future bookings.
Why it matters:
This identifies leads that never converted. Without follow-up, that’s money left on the table.
How to act:
Reach out with an educational email series, a free skin analysis offer, or a reminder about your consultation notes + plan.
Tips & best practices
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Segment by treatment type to see what’s sticky and what’s not.
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Download monthly and track retention performance over time.
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Work with your PSM to design custom outreach campaigns.
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Track performance year-over-year to identify seasonal dips or high-performing timeframes.
Tada 🎉! The Client Retention Report is more than just rows and columns it’s a goldmine of opportunity if you know where to look and know you do 🙌