Katherine Goodman’s Post

We consulted 15 retention experts with 52+ years of collective experience so you don’t have to. Here are the top takeaways: Retention boils down to 3 things: - Have a quality product people love. There’s no gimmick to get around this  - Make it easy to buy and return - Make it a great experience for every customer—especially in the post-purchase stage. Even those who are not happy Creating an exceptional experience is nuanced and often highly specific. That's why we consulted with each expert, gathering their top tips for crafting unforgettable post-purchase experiences. A few of my favorites: 1. Marketing Mix Models (MMM) offer dynamic updates on channel performance, while post-purchase surveys gather direct customer insights. Together, they enhance attribution accuracy, identify effective channels, and guide confident budget decisions. 2. Collection pages displaying products in a 2x2 grid minimize scrolling and highlight best sellers using cognitive biases to guide customer choices. 3. Adding "Add to Cart" buttons directly on collection pages makes it easier for repeat customers to purchase. 4. Email and SMS can’t be treated the same; instead, use SMS for high-value, timely messages, exclusive access, and order updates. 5. User Generated Content (UGC) is out, Customer Generated Content (CGC) is in. Launch CGC contests to engage customers to create genuine content, incentivize participation with rewards, and amplify reach through their shares. I wish I could dive into each tip more and share all 15, but this post would continue forever. Instead, we took all the learnings and created a 70+ page guide called "Beyond the Checkout.” ✅ 500 words per chapter ✅ Never-seen-before data ✅ Clear and actionable takeaways Tl;dr: Don’t just focus on the "wedding" with customers—think about the "marriage." Get your copy here: https://lnkd.in/eCqcX3cS

New Post: Enhancing product stickiness for increased user retention - https://lnkd.in/ggbZ5cW4 - With any relationship, you need a way to successfully initiate it and then maintain it for the long-term. This holds true for users and products just as much as love and friendship. A great value proposition might entice a user in the beginning, but you still need a way to maintain their loyalty for years to come. As an example, I once worked on a product with really healthy client acquisition. At first, this seemed great, except I soon realized that we had a high churn rate and struggled to build sustained engagement. For the next couple of months we focused our efforts on getting our users to stick around (product stickiness). This article provides you with an overview of product stickiness so that you can increase user retention and position your product well for the future. What is product stickiness? Stickiness refers to a product’s ability to keep users engaged and coming back regularly. As a product manager, stickiness plays a key role in helping you increase customer lifetime value (CLV). High stickiness leads to better user retention, fostering long-term relationships and loyalty, which are essential for sustainable growth. Additionally, sticky products often benefit from lower customer acquisition costs due to positive word-of-mouth and organic growth. Ultimately, stickiness ensures that a product remains relevant and indispensable to its users, driving continuous engagement and contributing significantly to its success Key characteristics of stickiness Sticky products tend to demonstrate the following characteristics: User engagement — Users interact with the product regularly in meaningfully long sessions Retention rate — Users who decide to commit to the product keep that commitment for a long time Value delivery — Value meets or exceeds user expectations and solves the problem the product promises to solve User-friendliness — A low barrier to entry and an intuitive and easy-to-navigate interface Personalization — Tailored the user experience to individual preferences and behaviors, allowing for customizations and providing value relevant to specific users Ever-changing — Regular updates can keep users curious and engaged. Not to mention the product’s ability to adapt to the market and users’ feedback Metrics for measuring stickiness You need to be able to measure stickiness to understand how well your product retains and engages users. Here are some common methods and tools used to measure stickiness, along with practical examples: Daily active users (DAU) / monthly active users (MAU) ratio This ratio measures the number of daily active users compared to monthly active users. Of course, not all products require daily use, but things like a mood tracker, social network, or language learning app will aim to achieve as much daily usage as possible. Example: If a product has 1,000 DA

Traditional customer retention strategies have evolved over the last few years. Marketers are shifting from mere retention tactics to fostering genuine customer respect. This approach emphasizes authentic relationships, transparency, and trust, enhancing loyalty and long-term success. By prioritizing customer respect, brands can create meaningful connections that resonate with them.

Customer retention is more than just a buzzword; it's a crucial factor for success in the SaaS industry. Reflecting on my own experiences, I've seen countless apps and platforms that initially capture my interest but fail to keep me engaged. What often happens? I lose interest and move on to the next shiny thing. This behavior isn't unique—it's a common challenge for many SaaS businesses. The key insight from a thought-provoking article I recently encountered emphasizes the importance of effective onboarding and continuous customer education. By helping users feel confident about the value they can derive from a service, companies can significantly improve retention rates. The article shared some compelling strategies, like offering tailored online courses to clarify how to best utilize features. The lesson is clear: investing in customer education is essential. Not only does it reduce churn by keeping customers engaged, but it also transforms them into advocates for your brand. Have any retention strategies worked well for you? I’d love to hear your thoughts. https://lnkd.in/eSz_Mqqd

Retention. Retention. Retention. Everybody craves retaining their customers, so what does it take to have consistent retention as an ecomm brand? Good thing you asked... :) We partnered up with KnoCommerce and many others... To write an ebook all about retention. "Beyond the Checkout: Viewing Customer Retention as Ongoing Acquisition." Packed with 60 pages of tactical advice and insights, consider this is your roadmap to mastering customer retention like never before. What’s inside: -Effectively using landing pages to drive retention -Building community via email and SMS -Optimizing post-purchase automations -Strengthening your retention metrics through subscriptions and loyalty -and more! 👇 Link in the comments! Featuring: ATTN Agency - Justin Buckley, Replo - Aaron Lu, upGrowth Commerce - Jordan West, Melanie Balke, PrescientAI Infotech, Smartrr, Triple Whale , AdBeacon - Phoenix Ha, Postscript - Ren Reed, Stamped, Social Snowball ☃️ - Zohaib Rattu ☃️, ConversionWise, ZeroTo1 🚀 , Customers Who Click - Will Laurenson, Enavi

Keeping customers long-term isn’t just about offering a great product… It’s about understanding the psychology behind retention. You’ve likely tried a few things: - Discount offers - Personalized emails - Drip campaigns And maybe you’ve kept a few more users engaged... But not enough to make a real impact. Here’s the real problem: you’re not tapping into what truly keeps customers loyal. In SaaS, winning long-term customers is less about gimmicks and more about knowing what drives behaviour. Here’s how you can apply it: 1. 𝗕𝘂𝗶𝗹𝗱 𝗮𝗻 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻. People don’t just buy products - they buy solutions. And solutions that make them feel empowered. If you can make users feel that your product is integral to their success, they won’t leave. This goes beyond features; it’s about building trust. 2. 𝗦𝗶𝗺𝗽𝗹𝗶𝗳𝘆 𝘁𝗵𝗲 𝘂𝘀𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲. Retention starts the minute a user interacts with your product. Even if they're just considering it. If your product is difficult to use or onboarding feels like a maze, they’ll leave before they even begin. A smooth, intuitive experience creates loyalty before they even realize it. 3. 𝗨𝘀𝗲 𝗱𝗮𝘁𝗮 𝘁𝗼 𝗽𝗿𝗲𝗱𝗶𝗰𝘁 𝗰𝗵𝘂𝗿𝗻 𝗯𝗲𝗳𝗼𝗿𝗲 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝘀. Don’t wait for users to cancel their free trial before you act. With the right metrics (like engagement frequency or time-to-first-value) you can spot warning signs early and intervene with targeted retention efforts. E.g. you can segment this part of your audience and hit them with one email sequence designed to help them upgrade. 4. 𝗥𝗲𝘄𝗮𝗿𝗱 𝗹𝗼𝘆𝗮𝗹𝘁𝘆 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆. It’s not enough to thank your users once in a while. You need to gamify the experience. Make it fun. Make them feel rewarded every step of the way. By offering them more value the longer they stick around. E.g. This can be everything from some premium content, exclusive features, or tailored support to get most out of your product. The smoother you and simpler you can make this for them, the more chance you have of them actually staying and paying to keep using your product. 5. 𝗜𝗻𝘃𝗲𝘀𝘁 𝗶𝗻 𝗽𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁. Most companies only act when a customer has an issue. Or a complaint... So you need to flip the script by offering proactive customer service. Check-in regularly with your customers BEFORE problems or complaints arise. It shows users that you actually care about their experience. Most companies forget that people appreciate when someone shows genuine interest in providing top-quality service. This will just keep them around longer. --------------------------------------------------------------- Understanding the psychology behind retention is about building real connections and keeping users engaged without them even realizing it. Retention isn’t luck—it’s about intentionally keeping users happy so they never want to leave.

Customer Retention: The REAL Growth Driver Most businesses focus heavily on customer acquisition, but the true gold lies in keeping the customers you already have. Over the years, working with brands like Amazon Prime Video and scaling fast-growing startups, I’ve seen firsthand how retention strategies can make or break growth. That’s why I’ve developed the E.P.I.C Retention Framework™, a simple yet powerful approach to keeping customers engaged and loyal. The E.P.I.C Retention Framework™: 1. Ease of Engagement: Make interacting with your brand as seamless as possible. Whether it’s through mobile apps, your website, or social media, ensure your touchpoints are intuitive and accessible. If customers find it easy to engage with you, they’ll keep coming back. 2. Personalized Experiences: Leverage data to truly understand your customers. Offer tailored recommendations and solutions that resonate. Personalization isn’t just about addressing them by name—it’s about making them feel valued and understood. 3. Inspire Loyalty: Go beyond typical rewards programs. Celebrate customer milestones, acknowledge their achievements, and show appreciation in meaningful ways. Emotional connections drive loyalty that lasts. 4. Consistent Delivery: Trust is built on reliability. Always deliver on your promises, whether it’s product quality, support, or timeliness. When customers know they can count on you, they’ll stick around. Real-World Success: Here’s how the E.P.I.C Retention Framework™ has driven impactful results: - Amazon Prime Video: By analyzing user behavior like completion rates (not just views), we increased retention by 40%. - Ed-Tech Platform: Personalized learning paths boosted student retention rates by 25%, enhancing satisfaction and engagement. - SaaS Client: Automated reminders during inactive periods cut churn by 35%, keeping customers engaged and reducing attrition. Why Focus on Retention? Here’s why retention matters more than acquisition: - It costs significantly less than acquiring new customers. - Loyal customers drive higher lifetime value and are likely to refer others. - Satisfied customers naturally become brand advocates. Let’s Collaborate: If retention hasn’t been a priority for you, it’s time to rethink your strategy. The E.P.I.C Retention Framework™ is designed to help you grow sustainably, boost profitability, and transform customers into advocates for your brand. Let’s explore how this framework can be tailored to your needs. Together, we can turn your retention challenges into opportunities for growth. #CustomerRetention #RetentionStrategy #CustomerExperience #EPICRetentionFramework #GrowthStrategy #BusinessGrowth #CustomerSuccess #BrandAdvocacy

Retention over acquisition—that's where sustainable growth lies. My latest post dives into the E.P.I.C Retention Framework™ that’s designed to help businesses retain customers and turn them into loyal advocates. After working with Amazon Prime Video and other scaling ventures, I've seen how a well-crafted retention strategy can create lasting impact. Have you optimized your retention game yet? Take a look, and let's discuss how retention can drive your next growth milestone. #CustomerRetention #RetentionStrategy #CustomerExperience #EPICRetentionFramework #GrowthStrategy #BusinessGrowth #CustomerSuccess #BrandAdvocacy

What is User Retention? Learn the significance of user retention in maintaining a loyal customer base and achieving sustainable growth. If you would like to read the full article see https://lnkd.in/gaqiv2D4

3 things you need to know about customer retention! Why do you think Mark Zuckerberg is paying content creators to keep you busy on his Apps? Why do you think he budgets such fund for spending ? Why do you think he spends such amount of money on monthly basis ? Do you think it’s because he loves content creators ? That’s far from it . That’s CUSTOMER RETENTION strategy . Everyone that visits these Apps , makes use of it either for business or pleasure are his customers. Whatever it takes to keep you coming , he will do it . Every big brand out there you know all understand the importance of customer retention. Now to you : You are in business either a product or service. You have customers who have patronized you once or maybe more than once . 👉What’s your customer retention strategy ? 👉How do you ensure people keep buying from you over and over again ? 👉How do you ensure your brand becomes a house hold name in the minds and life of the people?. It’s not magical , it’s practical . It’s workable . What should you do ? 1. Creat a Customer data base : Create a data base where you can capture the full information of your customers. This procedure helps you know your customers and be able to reach out to them . It’s quite absurd how some business owners don’t know their customers. Keep records of whoever buys from you. 2. Follow up on Customer feedback and complains : Feedback can come in different ways . When a customer buys from you and doesn’t come back again where as he is getting that product or service from somewhere else , it’s also a feedback. You need to find out why . When a customer gives complain please don’t shove it aside or treat it with kid gloves. Follow up on the complaint yourself . Dong delegate it to someone else. One thing you don’t want to have is disgruntled customer. 3. Create bonus and offers : This is important. From time to time create offers and give bonuses . Create irresistible offers that lure your customers to buy again and again. Create loyalty programs where you celebrate your ‘standing customers’ and ask for referrals . It could be discounts , free delivery, free servicing etc . Find out the one that best work for you and do it . Find it helpful ? I’m Comment below! #govisibleorgohome #chimaandtraffordnigeria