Retention hacking - Entrepreneurshit Madrid - by @JohnnyForeigner
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@johnnyforeigner Retention Hacking Entrepreneursh*t @johnnyforeigner Monday, 26 January 15
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Transcript of Retention hacking - Entrepreneurshit Madrid - by @JohnnyForeigner
@johnnyforeigner
RetentionHackingEntrepreneursh*t
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Retention is the one metric that matters
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
The money argument
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
LTV>CAC
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Larger basket sizeMore (and better) referrals
Better SEOLess price sensitivityBetter social mediaLower support costs
Happier sta!@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
The moral argument
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Mucho ruido y pocas nueces
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
All mouth, no trousersAll talk, no actionAll hat, no cattle
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
A one night stand?or
A lifelong love a!air?
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
A resource to be exploited?or
A relationship to be nurtured?
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Who doesn’t want happy customers?
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Larger basket sizeMore (and better) referrals
Better SEOLess price sensitivityBetter social mediaLower support costs
Happier sta!@johnnyforeigner
Monday, 26 January 15
Why it’s difficult
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Systemic metric
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Lagging metric
@johnnyforeigner
Monday, 26 January 15
What can you do about it
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Use cohorts to know if you’re getting any better
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Seek proxies for churneg: LoveFilm
eg: Dormant userseg: Non-activated
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
On-boarding & customer success
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Segmentation matters
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
By acquisition channelBy behaviour
By spendBy...
@johnnyforeigner
Monday, 26 January 15
But the best way...?
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Connect all sta! salaries and bonuses to customer retention
@johnnyforeigner
Monday, 26 January 15
@johnnyforeigner
Thank you
You should follow me on twitter: @johnnyforeigner
Monday, 26 January 15
