Growth Hacking Customer Retention

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In collaboration with

Growth Hacking Singapore31st March 2015

Brought to you by:

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

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• Growth Hacking ServicesGrowth Labs

• Growth Hacking TrainingsGH Academy

• On-demand advice from leading growth hackers over the phoneThe Growth Hub

• Monthly events for inspiration and experience & knowledge exchangeGH Events

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7:00pm – 7.30pm Introduction 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

Agenda

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GROWTH HACKING?

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THERE ARE

NO SILVER

BULLETS!

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SO WHAT IS IT?

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It’s about Building a Growth Engine

It’s not about TACTICS

It’s about PROCESSES

Growth = Sum (1 + 2 + 3 + …)

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The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

RESULT: GROWTH ENGINE

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Viddy is a social video application that enables its users to

capture, edit, and share videos, photos, and collages with

friends.

Don’t make Viddy’s mistake

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Sole Focus on User Acquisition

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No Activation – No Growth

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The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

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The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

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CUSTOMER

RETENTION

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“80% of a business’ future

revenue comes from just 20%

of existing customers.”

Why Customer Retention?

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Why Customer Retention?

It costs 7 times more to ACQUIRE one new customer than it

does to RETAIN one

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Reinventing The Funnel – The Hourglass Model

Acquisition

Activation

Retention

Referral

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Conversion Rate Optimization – Customer Flow

Step 1: Look at your Data (The HOW)

(Bingo Card Creator)

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Reinventing The Funnel – The Hourglass Model

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Why do customers leave?

1. Product

2. Price

3. Message/Communication

4. Customer experience

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Why do customers leave?

1. Product

2. Price

3. Message/Communication

4. Customer experience

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CUSTOMER RETENTION

STRATEGIES

1. Email Marketing

2. Community

3. Push Notifications

4. Peer Pokes

5. Gamification

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EMAIL MARKETING I:

Lifecycle Emails

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Email Marketing – Lifecycle Emails

Activation Email

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Email Marketing – Lifecycle Emails

Getting Started Email

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Nudge Email

Email Marketing – Lifecycle Emails

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Email Marketing – Lifecycle Emails

Free Trial Ending Email

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Free Trial Ending Email

Email Marketing – Lifecycle Emails

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Re-activation Email

Email Marketing – Lifecycle Emails

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Tools – Drip https://www.getdrip.com/

Email Marketing – Lifecycle Emails

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Tools – Customer.iohttp://customer.io/

Email Marketing – Lifecycle Emails

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EMAIL MARKETING II:

Event Based Notifications

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Email Marketing – Event Based Notification

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Email Marketing – Event Based Notification

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EMAIL MARKETING III:

Daily and Weekly Digest Emails

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Email Marketing – Digest Emails

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Email Marketing – Digest Emails

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COMMUNITY

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Community

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PUSH NOTIFICATIONS

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Push Notifications

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Push Notifications

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“PEER POKES”

Users remind their friends to

come back

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Peer Pokes

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GAMIFICATION

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Gamification - Achievement

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Gamification - Countdown

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Gamification – Reward

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Gamification – Progress Bars

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Gamification – Appointment Dynamics

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Gamification – Competition

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Gamification – Competition

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