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@Growthhackasia (Growth Hacking Asia)
In collaboration with
Growth Hacking Singapore
31st 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 Services
Growth Labs
• Growth Hacking Trainings
GH Academy
• On-dem...
@Growthhackasia (Growth Hacking Asia)
7:00pm – 7.30pm Introduction to Growth Hacking
7.30pm – 8.15pm Guest Speaker: Andy Y...
@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
Grow...
@Growthhackasia (Growth Hacking Asia)@Growthhackasia (Growth Hacking Asia)
The Growth Hacking Funnel
Optimize
Optimize
Opt...
@Growthhackasia (Growth Hacking Asia)
Viddy is a social video application that enables its users to
capture, edit, and sha...
@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 C...
@Growthhackasia (Growth Hacking Asia)
Why Customer Retention?
It costs 7 times more to ACQUIRE one new customer than it
do...
@Growthhackasia (Growth Hacking Asia)
Reinventing The Funnel – The Hourglass Model
Acquisition
Activation
Retention
Referr...
@Growthhackasia (Growth Hacking Asia)
Conversion Rate Optimization – Customer Flow
Step 1: Look at your Data (The HOW)
(Bi...
@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 exp...
@Growthhackasia (Growth Hacking Asia)
Why do customers leave?
1. Product
2. Price
3. Message/Communication
4. Customer exp...
@Growthhackasia (Growth Hacking Asia)
CUSTOMER RETENTION
STRATEGIES
1. Email Marketing
2. Community
3. Push Notifications
...
@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.io
http://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)
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Growth Hacking Customer Retention

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

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Growth Hacking Customer Retention

  1. 1. @Growthhackasia (Growth Hacking Asia) In collaboration with Growth Hacking Singapore 31st March 2015 Brought to you by:
  2. 2. @Growthhackasia (Growth Hacking Asia) “Flipping the success rate of Asian startups from 1/10 to 9/10”
  3. 3. @Growthhackasia (Growth Hacking Asia) • Growth Hacking Services Growth Labs • Growth Hacking Trainings GH Academy • On-demand advice from leading growth hackers over the phoneThe Growth Hub • Monthly events for inspiration and experience & knowledge exchangeGH Events
  4. 4. @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
  5. 5. @Growthhackasia (Growth Hacking Asia) GROWTH HACKING?
  6. 6. @Growthhackasia (Growth Hacking Asia)
  7. 7. @Growthhackasia (Growth Hacking Asia) THERE ARE NO SILVER BULLETS!
  8. 8. @Growthhackasia (Growth Hacking Asia) SO WHAT IS IT?
  9. 9. @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 + …)
  10. 10. @Growthhackasia (Growth Hacking Asia)@Growthhackasia (Growth Hacking Asia) The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize RESULT: GROWTH ENGINE
  11. 11. @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
  12. 12. @Growthhackasia (Growth Hacking Asia) Sole Focus on User Acquisition
  13. 13. @Growthhackasia (Growth Hacking Asia) No Activation – No Growth
  14. 14. @Growthhackasia (Growth Hacking Asia) The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize
  15. 15. @Growthhackasia (Growth Hacking Asia) The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize
  16. 16. @Growthhackasia (Growth Hacking Asia) CUSTOMER RETENTION
  17. 17. @Growthhackasia (Growth Hacking Asia) “80% of a business’ future revenue comes from just 20% of existing customers.” Why Customer Retention?
  18. 18. @Growthhackasia (Growth Hacking Asia) Why Customer Retention? It costs 7 times more to ACQUIRE one new customer than it does to RETAIN one
  19. 19. @Growthhackasia (Growth Hacking Asia) Reinventing The Funnel – The Hourglass Model Acquisition Activation Retention Referral
  20. 20. @Growthhackasia (Growth Hacking Asia) Conversion Rate Optimization – Customer Flow Step 1: Look at your Data (The HOW) (Bingo Card Creator)
  21. 21. @Growthhackasia (Growth Hacking Asia) Reinventing The Funnel – The Hourglass Model
  22. 22. @Growthhackasia (Growth Hacking Asia) Why do customers leave? 1. Product 2. Price 3. Message/Communication 4. Customer experience
  23. 23. @Growthhackasia (Growth Hacking Asia) Why do customers leave? 1. Product 2. Price 3. Message/Communication 4. Customer experience
  24. 24. @Growthhackasia (Growth Hacking Asia) CUSTOMER RETENTION STRATEGIES 1. Email Marketing 2. Community 3. Push Notifications 4. Peer Pokes 5. Gamification
  25. 25. @Growthhackasia (Growth Hacking Asia) EMAIL MARKETING I: Lifecycle Emails
  26. 26. @Growthhackasia (Growth Hacking Asia) Email Marketing – Lifecycle Emails Activation Email
  27. 27. @Growthhackasia (Growth Hacking Asia) Email Marketing – Lifecycle Emails Getting Started Email
  28. 28. @Growthhackasia (Growth Hacking Asia) Nudge Email Email Marketing – Lifecycle Emails
  29. 29. @Growthhackasia (Growth Hacking Asia) Email Marketing – Lifecycle Emails Free Trial Ending Email
  30. 30. @Growthhackasia (Growth Hacking Asia) Free Trial Ending Email Email Marketing – Lifecycle Emails
  31. 31. @Growthhackasia (Growth Hacking Asia) Re-activation Email Email Marketing – Lifecycle Emails
  32. 32. @Growthhackasia (Growth Hacking Asia) Tools – Drip https://www.getdrip.com/ Email Marketing – Lifecycle Emails
  33. 33. @Growthhackasia (Growth Hacking Asia) Tools – Customer.io http://customer.io/ Email Marketing – Lifecycle Emails
  34. 34. @Growthhackasia (Growth Hacking Asia) EMAIL MARKETING II: Event Based Notifications
  35. 35. @Growthhackasia (Growth Hacking Asia) Email Marketing – Event Based Notification
  36. 36. @Growthhackasia (Growth Hacking Asia) Email Marketing – Event Based Notification
  37. 37. @Growthhackasia (Growth Hacking Asia) EMAIL MARKETING III: Daily and Weekly Digest Emails
  38. 38. @Growthhackasia (Growth Hacking Asia) Email Marketing – Digest Emails
  39. 39. @Growthhackasia (Growth Hacking Asia) Email Marketing – Digest Emails
  40. 40. @Growthhackasia (Growth Hacking Asia) COMMUNITY
  41. 41. @Growthhackasia (Growth Hacking Asia) Community
  42. 42. @Growthhackasia (Growth Hacking Asia) PUSH NOTIFICATIONS
  43. 43. @Growthhackasia (Growth Hacking Asia) Push Notifications
  44. 44. @Growthhackasia (Growth Hacking Asia) Push Notifications
  45. 45. @Growthhackasia (Growth Hacking Asia) “PEER POKES” Users remind their friends to come back
  46. 46. @Growthhackasia (Growth Hacking Asia) Peer Pokes
  47. 47. @Growthhackasia (Growth Hacking Asia) GAMIFICATION
  48. 48. @Growthhackasia (Growth Hacking Asia) Gamification - Achievement
  49. 49. @Growthhackasia (Growth Hacking Asia) Gamification - Countdown
  50. 50. @Growthhackasia (Growth Hacking Asia) Gamification – Reward
  51. 51. @Growthhackasia (Growth Hacking Asia) Gamification – Progress Bars
  52. 52. @Growthhackasia (Growth Hacking Asia) Gamification – Appointment Dynamics
  53. 53. @Growthhackasia (Growth Hacking Asia) Gamification – Competition
  54. 54. @Growthhackasia (Growth Hacking Asia) Gamification – Competition
  55. 55. @Growthhackasia (Growth Hacking Asia)

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