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Understand Your Customers to Growth Hack Your Business


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Fully understanding what your customers want and what will help them solve their pains is critical for any business. Not only will you get more customers, but you’ll retain your current ones for life.

But how do you get the insights to growth hack your business?

We’ll show you how to look beyond the numbers and get qualitative insights from your users. You’ll learn how to:

Find more of your ideal customers without tripling your ad budget
Turn users into lifelong customers (even the ones about to cancel)
Convert more trialists to paid customers in your onboarding experience
Ask the right questions for interviews or surveys that help you grow your business

Published in: Marketing
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Understand Your Customers to Growth Hack Your Business

  1. 1. Understand Your Customers to Growth Hack Your Business Ryan Solomon
  2. 2. @Kissmetrics #KissWebinar @thuelmadsen
  3. 3. Thue is the Kissmetrics Webinar Wizard and Marketing Ops Manager. Before joining forces with Kissmetrics, he was a Lyft driver in SF, which is also how he ended up as a KISSmetrics marketer. Whenever Thue is not trying to automate everything around him, you can find him hiking in the Sierras. THUE MADSEN Marketing Operations Manager, Kissmetrics @ThueLMadsen Ryan is the Kissmetrics Product Manager and Specialist. Prior to Kissmetrics, he learned web development at Dev Bootcamp and was a marketer himself at a digital agency. Ryan is a native of New Orleans, Louisiana, which means he’s a huge Saints and LSU fan. When not working, you can find him in sports arguments like “Who is the greatest quarterback of all-time?” Answer: Of course, Drew Brees. RYAN SALOMON Product Manager, Kissmetrics @Kissmetrics
  4. 4. 1 How to identify ideal customers and find more of them2 Improve your onboarding experience for higher activation rates3 Our New People Report + New Global Filter TABLE OF CONTENTS
  6. 6. Introducing the new People Search report
  10. 10. Search by Channel
  11. 11. Search by Revenue or Score or Number
  12. 12. Tying Properties to Events
  13. 13. New Global Filter
  14. 14. 1. 1. Find your ideal customers
  15. 15. FIND YOUR IDEAL CUSTOMERS ● Finding your ideal customer. Start with successful users and move backwards. ● Key Question: How do they differ from the unsuccessful group? ● What are the valuable sources of traffic ● Find your ideal customers value
  16. 16. Starting Point is your Conversion
  17. 17. Segment by Campaign or what’s important to you
  18. 18. Start with Simple Attribution
  19. 19. 1. QUESTIONS TO ASK: GET MORE IDEAL CUSTOMERS ● How are they using the product? ● How often? ● Which features are they using the most? ● What do they love? ● What do they hate?
  20. 20. Run Report for Successful + Unsuccessful Users
  21. 21. Optimize Entire Experience
  22. 22. QUESTIONS TO ANSWER ● What’s the feature trialists use that increases conversion? ● Is the issue that trialists didn’t make it to key feature? ● Where did they get stuck in the trial?
  23. 23. Create a Funnel for Your Important Checkpoints
  24. 24. Segment the Funnel
  25. 25. Get in Touch with Real Users
  26. 26. Majority of users enjoy giving feedback when they have time
  27. 27. 1. SEND THEM A SURVEY OR INTERVIEW THEM ● How can we help you? ● How did you discover us? ● Why did you try us? What was your painpoint? ● Let the user take you on his/his journey
  28. 28. SIGN UP NOW Start Your Free Kissmetrics Trial
  29. 29. RYAN SALOMON Product Manager, Kissmetrics THUE MADSEN Marketing Operations Manager, Kissmetrics @ThueLMadsen Questions?