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From users to megafans: how to improve your retention rates? by Côme Courteault
The document discusses strategies for improving user retention rates, focusing on the importance of having a great product and understanding user behavior through analytics tools. It emphasizes the need to track user engagement, utilize effective triggers like notifications, and adopt gamification techniques to keep users engaged. Additionally, it highlights the significance of manual interactions, webinars, and targeted re-engagement strategies, while stressing the continuous pursuit of marginal improvements in retention efforts.
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From users to megafans: how to improve your retention rates? by Côme Courteault
- 1. #TFWORKSHOP FROM USERS TOMEGAFANS: HOW TO IMPROVE YOUR RETENTION RATES CÔME COURTEAULT GROWTH HACKER AT THEFAMILY @C2PRODS
- 2.
- 3. IT’S ALL ABOUT THEPRODUCT First rule for retention: do you have a great product? What value do you provide to the user?
- 4. RETENTION CAN IMPACT MANYTHINGS It can affect the product or the marketing mix.
- 5. WEBSITES VS. APPS Apps arehard. Users are easier and easier to get. But they’re harder and harder to keep.
- 6. TRACK YOUR USERS! No data= no knowledge Use Google Analytics, Mixpanel or Heap Analytics for non coders
- 7. WHAT ARE YOU? SAAS Freeproduct E-commerce
- 8. COHORTS 7% of userswho signed up 5 weeks ago are still active today.
- 9. USE HOTJAR Get toknow how your users behave on your website! Record them, see where they click and by what they are attracted. www.hotjar.com
- 10. MEASURE CAREFULLY What characteristicsengaged users have in common that the others don’t? You goal is to get all of your users to match these characteristics!
- 11. DETECT UPCOMING TURMOIL You haveto detect early signs of possible churn in the future. You can try to reengage said users with a specific re-onboarding process.
- 13. INTERNAL TRIGGER The usercomes back to your product by himself using context (emotions, routines, etc.). It all starts with a great mission, a great brand and, of course, a great product!
- 14. EXTERNAL TRIGGER The usercomes back thanks to an action on your part. It usually takes the form of an action button (call-to-action).
- 15. ACTION The user doessomething to get a reward. Ex: search on Google, scroll a webpage, etc.
- 16. REWARD 3 types ofvariable reward: Tribe (social reward - eg. likes) Hunt (information or goods - eg. search results) Self (gamification - eg. points)
- 17. INVESTMENT The user doessomething that will make him come back later. Eg. when you post a message, you expect an answer, which makes you come back.
- 19. THE ONE THINGYOU SHOULD CARE ABOUT The most powerful external trigger: notifications It can be email or push (in case of an app).
- 20. EMAIL Always try toget at least the user’s email address! If you don’t need user accounts, get emails with a newsletter! www.hellobar.com www.sumome.com
- 21. USE INTERCOM Program automaticemails based on users’ behaviours. Have the users to go through key breakpoints that you know can boost their engagement. www.intercom.io
- 22. DRIP CAMPAIGNS When peopleare about to churn, give them a reason to stay. You can offer them a better plan, a discount for their purchase, etc…
- 23. APP PUSH NOTIFICATIONS On anapp, you can reengage the user even without an account! Be very careful about when you send notifications. Don’t spam!
- 24. APP PUSH NOTIFICATIONS Be carefulwith iOS: you can only ask for notifications once and users tend to say no. Always explain why you need it!
- 25. RETARGETING Use retargeting toremind visitors on other websites (pricier than normal ads but more efficient). BTW: these ads work very well with a product carousel (especially for e-commerce businesses).
- 26. GAMIFICATION Always use gamificationtechniques to engage the user. Notify him about he already achieved and how he can do more! Eg. Tripadvisor, Linkedin, Snapchat… buzzfeed.com/benrosen/how-to-snapchat-like-the-teens
- 27. GO MANUAL You haveto talk to your users. It will provide you insight and feedback. Initiate the conversation automatically and handle it manually from there. www.crisp.im
- 28. WEBINARS Webinars are agreat way to engage users, particularly if your product is complex. Provide them with the ability invite two or three friends to attend btw ;-) Eg. Mixpanel
- 29. USER ONBOARDING A goodonboarding will boost retention ;-) Make sure every user realizes what is your value proposition.
- 30. AHA MOMENT Network effect:X of friends in Y days Content added: X bytes in Y days Frequency: X visits in Y days
- 31. TOOLS FOR YOUR ONBOARDING BootstrapTour: www.bootstraptour.com Intro.js: www.sitepoint.com/introduction- product-tours-intro-js
- 32. MARGINAL IMPROVEMENT Focus on retentionvery hard. Stop only when getting a 1% increase is so hard that it is much easier to increase in other areas of the AARRR funnel. http://quintgrowth.com/growthmodel.html
- 33.