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@Growthhackasia (Growth Hacking Asia) In collaboration with Growth Hacking Singapore 31 st March 2015 Brought to you by:

Growth Hacking Customer Retention

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@Growthhackasia (Growth Hacking Asia)

In collaboration with

Growth Hacking Singapore31st March 2015

Brought to you by:

@Growthhackasia (Growth Hacking Asia)

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

@Growthhackasia (Growth Hacking Asia)

• 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

@Growthhackasia (Growth Hacking Asia)

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

@Growthhackasia (Growth Hacking Asia)

GROWTH HACKING?

@Growthhackasia (Growth Hacking Asia)

@Growthhackasia (Growth Hacking Asia)

THERE ARE

NO SILVER

BULLETS!

@Growthhackasia (Growth Hacking Asia)

SO WHAT IS IT?

@Growthhackasia (Growth Hacking Asia)

It’s about Building a Growth Engine

It’s not about TACTICS

It’s about PROCESSES

Growth = Sum (1 + 2 + 3 + …)

@Growthhackasia (Growth Hacking Asia)@Growthhackasia (Growth Hacking Asia)

The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

RESULT: GROWTH ENGINE

@Growthhackasia (Growth Hacking Asia)

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

@Growthhackasia (Growth Hacking Asia)

Sole Focus on User Acquisition

@Growthhackasia (Growth Hacking Asia)

No Activation – No Growth

@Growthhackasia (Growth Hacking Asia)

The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

@Growthhackasia (Growth Hacking Asia)

The Growth Hacking Funnel

Optimize

Optimize

Optimize

Optimize Optimize

@Growthhackasia (Growth Hacking Asia)

CUSTOMER

RETENTION

@Growthhackasia (Growth Hacking Asia)

“80% of a business’ future

revenue comes from just 20%

of existing customers.”

Why Customer Retention?

@Growthhackasia (Growth Hacking Asia)

Why Customer Retention?

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

does to RETAIN one

@Growthhackasia (Growth Hacking Asia)

Reinventing The Funnel – The Hourglass Model

Acquisition

Activation

Retention

Referral

@Growthhackasia (Growth Hacking Asia)

Conversion Rate Optimization – Customer Flow

Step 1: Look at your Data (The HOW)

(Bingo Card Creator)

@Growthhackasia (Growth Hacking Asia)

Reinventing The Funnel – The Hourglass Model

@Growthhackasia (Growth Hacking Asia)

Why do customers leave?

1. Product

2. Price

3. Message/Communication

4. Customer experience

@Growthhackasia (Growth Hacking Asia)

Why do customers leave?

1. Product

2. Price

3. Message/Communication

4. Customer experience

@Growthhackasia (Growth Hacking Asia)

CUSTOMER RETENTION

STRATEGIES

1. Email Marketing

2. Community

3. Push Notifications

4. Peer Pokes

5. Gamification

@Growthhackasia (Growth Hacking Asia)

EMAIL MARKETING I:

Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Lifecycle Emails

Activation Email

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Lifecycle Emails

Getting Started Email

@Growthhackasia (Growth Hacking Asia)

Nudge Email

Email Marketing – Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Lifecycle Emails

Free Trial Ending Email

@Growthhackasia (Growth Hacking Asia)

Free Trial Ending Email

Email Marketing – Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

Re-activation Email

Email Marketing – Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

Tools – Drip https://www.getdrip.com/

Email Marketing – Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

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

Email Marketing – Lifecycle Emails

@Growthhackasia (Growth Hacking Asia)

EMAIL MARKETING II:

Event Based Notifications

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Event Based Notification

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Event Based Notification

@Growthhackasia (Growth Hacking Asia)

EMAIL MARKETING III:

Daily and Weekly Digest Emails

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Digest Emails

@Growthhackasia (Growth Hacking Asia)

Email Marketing – Digest Emails

@Growthhackasia (Growth Hacking Asia)

COMMUNITY

@Growthhackasia (Growth Hacking Asia)

Community

@Growthhackasia (Growth Hacking Asia)

PUSH NOTIFICATIONS

@Growthhackasia (Growth Hacking Asia)

Push Notifications

@Growthhackasia (Growth Hacking Asia)

Push Notifications

@Growthhackasia (Growth Hacking Asia)

“PEER POKES”

Users remind their friends to

come back

@Growthhackasia (Growth Hacking Asia)

Peer Pokes

@Growthhackasia (Growth Hacking Asia)

GAMIFICATION

@Growthhackasia (Growth Hacking Asia)

Gamification - Achievement

@Growthhackasia (Growth Hacking Asia)

Gamification - Countdown

@Growthhackasia (Growth Hacking Asia)

Gamification – Reward

@Growthhackasia (Growth Hacking Asia)

Gamification – Progress Bars

@Growthhackasia (Growth Hacking Asia)

Gamification – Appointment Dynamics

@Growthhackasia (Growth Hacking Asia)

Gamification – Competition

@Growthhackasia (Growth Hacking Asia)

Gamification – Competition

@Growthhackasia (Growth Hacking Asia)