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Growth Hacking Customer Retention

This presentation provides an introduction to growth hacking and focuses on the importance of customer retention.

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Growth Hacking Customer Retention

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  1. Growth Hacking Singapore 31st March2015 Brought to you by: In collaboration with

  2. “Flipping the success rate of Asian startups from 1/10 to 9/10”

  3. Agenda 7:00pm – 7.30pmIntroduction to Growth Hacking 7.30pm – 8.15pm Guest Speaker:  Andy Yeo, Enterprise Solutions Consultant at Hootsuite 8.15pm – 9.30pm Q&A with the Hootsuite team 9.30pm End of the event

  4. GROWTH HACKING?

  5. THERE ARE NO SILVER BULLETS!

  6. SO WHAT IS IT?

  7. It’s about Building a Growth Engine It’s not about TACTICS It’s about PROCESSES Growth = Sum (1 + 2 + 3 + …)

  8. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize RESULT: GROWTH ENGINE

  9. Don’t make Viddy’s mistake • Viddy is a social video application that enables its users to capture, edit, and share videos, photos, and collages with friends.

  10. Sole Focus on User Acquisition

  11. No Activation – No Growth

  12. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize

  13. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize

  14. CUSTOMER RETENTION

  15. Why Customer Retention? “80% of a business’ future revenue comes from just 20% of existing customers.”

  16. Why Customer Retention? It costs 7 times more to ACQUIRE one new customer than it does to RETAIN one

  17. Reinventing The Funnel – The Hourglass Model Acquisition Activation Retention Referral

  18. Conversion Rate Optimization – Customer Flow Step 1: Look at your Data (The HOW) (Bingo Card Creator)

  19. Reinventing The Funnel – The Hourglass Model

  20. Why do customers leave? • Product • Price • Message/Communication • Customer experience

  21. Why do customers leave? • Product • Price • Message/Communication • Customer experience

  22. CUSTOMER RETENTION STRATEGIES • Email Marketing • Community • Push Notifications • Peer Pokes • Gamification

  23. EMAIL MARKETING I: Lifecycle Emails

  24. Email Marketing – Lifecycle Emails Activation Email

  25. Email Marketing – Lifecycle Emails Getting Started Email

  26. Email Marketing – Lifecycle Emails Nudge Email

  27. Email Marketing – Lifecycle Emails Free Trial Ending Email

  28. Email Marketing – Lifecycle Emails Free Trial Ending Email

  29. Email Marketing – Lifecycle Emails Re-activation Email

  30. Email Marketing – Lifecycle Emails Tools – Drip https://www.getdrip.com/

  31. Email Marketing – Lifecycle Emails Tools – Customer.io http://customer.io/

  32. EMAIL MARKETING II: Event Based Notifications

  33. Email Marketing – Event Based Notification

  34. Email Marketing – Event Based Notification

  35. EMAIL MARKETING III: Daily and Weekly Digest Emails

  36. Email Marketing – Digest Emails

  37. Email Marketing – Digest Emails

  38. COMMUNITY

  39. Community

  40. PUSH NOTIFICATIONS

  41. Push Notifications

  42. Push Notifications

  43. “PEER POKES” Users remind their friends to come back

  44. Peer Pokes

  45. GAMIFICATION

  46. Gamification - Achievement

  47. Gamification - Countdown

  48. Gamification – Reward

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