2. Customer Engagement
Customer engagement (CE) is the engagement of customers with one
another, with a company or a brand. The initiative for engagement can
be either consumer- or company-led and the medium of engagement
can be on or offline.
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Thanks Wikipedia!
5. User Metrics Can Differ From Business To
Business
• They aren’t like traditional business or accounting metrics (profit,
loss, EBITDA etc)
• You can get bogged down looking at the wrong metrics…
• There isn’t one “holy grail” User Metric for all businesses
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User Metrics can help you understand and validate what is happening
in your business.
6. Here’s an example…
• In 2010 there was a location
based App call Burbn
• It had features such as the
ability to check in to locations,
take photos and tag your
location
• It secured $500,000 Seed
Funding
What happened next?
7. An Example of marrying Customer
Engagement and User Metrics
• It pivoted to just focus on its photo sharing ability
• And sold to Facebook for $1 Billion
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Instagram
8. • 200,000 Users
• 1 Million posts per month
• 20+ forum sections
• Volunteer Team
10. What User Metrics are
important in this scenario?
• Number of posts per forum section on
a weekly / monthly basis
• List of Top 10 Users by posts
contributed
• List of Top 10 Users by posts
contributed by forum section
11. Identify & Engage Influencers &
Evangelists
• Capture of relevant product feedback
& ideas
• Enabled individual Brand-Consumer
relationships to be built
12. • B2B software platform
• CRM powered by Salesforce
• On-boarding program
• Knowledge Base
13. Base User Metrics
• Number of Knowledge Base logins per
User
• Number of Platform logins per User
• Frequency & Recency of visits
14. What User Metrics are
important in this scenario?
• List of specific content viewed in
Knowledge Base by User
• Number of times each piece of
content was viewed
• The most frequently viewed pieces of
content
16. • Mobile App for Conference
Calls
• UK Tech Start-up
• B2B Focus
17. Base User Metrics
• Number of downloads, number of
Users
• Number of calls made
• Average length of calls
18. What User Metrics are
important in this scenario?
• Users who made the most calls
• Users who made no calls
• Call type (national vs. international)
20. User Metrics in your business
Confirmthe top 3
factors or stages involved in
securing and renewing
business (e.g. free trial, sales
demo, off-book charges)
IdentifyUser Metrics for
each of these factors (e.g. off-
book charges the User Metric
may be the number of creative
requests per month)
Monitorthose metrics
over a 3-6 month period,
analyse and then refine your
business activities. Rinse and
Repeat.