Preempting Customer Churn Erik Kubik, Marketing Executive at Delivery Hero Zac Aghion, Director of Product at Localytics
Preempting Customer ChurnErik Kubik, Marketing Executive at Delivery HeroZac Aghion, Director of Product at Localytics
• Takeaway and food delivery platform
– 2,000 employees covering 34 international markets
– 10 million monthly orders from >200,000 restaurants
– $3.1 billion valuation (June 2015)
About Delivery Hero
Identifying Churn Risk CustomersKey Insights:
• Users who performed 1+ Checkout Success events in their first 14 days were 16% more likely to churn; and
• Users who performed 3+ Restaurant Tapped events in their first 3 days were 13% more likely to churn.
Localytics Predictions:
Preemptive Retention Campaign
A B
Bottom Line Impact
Result: 11% lift in purchase retention (p-value 0.0001), representing >$11,000 direct revenue impact in the first month.