engage and retain users across web and mobile

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Engage and Retain Users Across Web and Mobile EHREN MAEDGE

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Page 1: Engage and Retain Users Across Web and Mobile

Engage and Retain Users Across Web and

Mobile EHREN MAEDGE

Page 2: Engage and Retain Users Across Web and Mobile

@Kissmetrics

#KissWebinar

@thuelmadsen

Page 3: Engage and Retain Users Across Web and Mobile

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 or climbing at the local gym.

THUE MADSEN Marketing Operations Manager, Kissmetrics

@ThueLMadsen

Ehren is the VP Marketing at MoEngage, a user engagement and retention solution provider. Ehren

interacts with marketers and growth hackers regularly to help them drive more value from their user base. Ehren

is into building things - from furniture to awesome marketing campaigns.

EHREN MAEDGE VP of Marketing, MoEngage

@maedge

Page 4: Engage and Retain Users Across Web and Mobile

@moengage

#KissWebinar

@maedge

Page 6: Engage and Retain Users Across Web and Mobile

Web Site + Mobile Site + App =

I wonder what my users are doing?

Page 7: Engage and Retain Users Across Web and Mobile

Web Site + Mobile Site + App =

Page 8: Engage and Retain Users Across Web and Mobile

Mobile Apps

Page 9: Engage and Retain Users Across Web and Mobile

Web Sites

Page 10: Engage and Retain Users Across Web and Mobile

Engage your usersMobile Web

Page 11: Engage and Retain Users Across Web and Mobile

1 What channels of communication are available ?

2 How do you optimize those channels?

3 What approaches work and how well?

OVERVIEW

Many results will be approximate on purpose

Page 12: Engage and Retain Users Across Web and Mobile

PERSONALIZATION

Personalization Paul

I’m here to pump your campaigns up.

Page 13: Engage and Retain Users Across Web and Mobile

PERSONALIZATION

engagement with generic messaging is 28%

engagement with messages that are triggered by user actions

achieve 56%

Page 14: Engage and Retain Users Across Web and Mobile

COMMUNICATION CHANNELS

push in-app email web push

Page 15: Engage and Retain Users Across Web and Mobile

PUSH NOTIFICATIONS

15-40% CTR

Page 16: Engage and Retain Users Across Web and Mobile

BOOSTING PUSH OPT-IN RATES

32% 50%

Page 17: Engage and Retain Users Across Web and Mobile

BOOSTING PUSH OPT-IN RATES

Page 18: Engage and Retain Users Across Web and Mobile

GO BACK TO USERS WHO DIDN’T OPT IN

10%

Page 19: Engage and Retain Users Across Web and Mobile

IN-APP MESSAGES

Page 20: Engage and Retain Users Across Web and Mobile

EMAIL

25% CTR 10% CONV

Page 21: Engage and Retain Users Across Web and Mobile

BOOST EMAIL OPT INS

10%

Page 22: Engage and Retain Users Across Web and Mobile

DRIVE HIGHER LOGINS

Page 23: Engage and Retain Users Across Web and Mobile

WEB PUSH NOTIFICATIONS

https://blog.kissmetrics.com/website-push-notifications-for-ecommerce/

Page 24: Engage and Retain Users Across Web and Mobile

ADVANTAGES OF WEB PUSH

•New, shiny object

•Easy to get started – setup within a few minutes

•Take advantage of the app push experience without building a mobile app

•Delivered to users even if they are not on your site or the site is not open

•Faster, easier opt-ins compared to subscription lists

•Higher opt-ins compared to emails and lower opt-out rates.*

•Control and customization – custom notifications for segmented users.

•Better deliverability over email – no email filtering

*http://coschedule.com/blog/web-push-email-marketing/

Page 25: Engage and Retain Users Across Web and Mobile

“She use what she got to get whatever she don't got”

-Salt-N-Pepa

Page 26: Engage and Retain Users Across Web and Mobile

USER VS. DEVICE/CHANNEL

Page 27: Engage and Retain Users Across Web and Mobile

EXAMPLES

Page 28: Engage and Retain Users Across Web and Mobile

ASSUMPTION

Page 30: Engage and Retain Users Across Web and Mobile

CLEARTRIP

45 out of 100 clicked

8 out of 100 booked

Page 31: Engage and Retain Users Across Web and Mobile

CLEARTRIP

20 out of 100 booked a room

Page 32: Engage and Retain Users Across Web and Mobile

CLEARTRIP

pushemail web push

emailpush

emailweb push email

Page 33: Engage and Retain Users Across Web and Mobile

MARKETPLACE FOR CLOTHES, FOOTWEAR, ACCESSORIES

Page 34: Engage and Retain Users Across Web and Mobile

CTR$50%

%%%%%%%%%%%Conv13%

Day)1

Day)2

Day)3

Day)6

Day)5

Day)4

Start Accepting Online PaymentsConfigure your Instamojo account for receiving online payments in 3 simple steps

Promote your Shop with FeedFew tips to get you started to get more leads

Get the badge for successBe a responsive seller!

CTR20%

%%%%%%%%%%%Conv$12%

CTR$18%

%%%%%%%%%%%Conv3.4%

CTR$21%

%%%%%%%%%%%Conv$25%

CTR$21%

%%%%%%%%%%%Conv$24%

CTR$21%

%%%%%%%%%%%Conv$30%

Build a Beautiful Online StoreAn attractive store front can go a long way in attracting buyers!

Customize each sale the way you want itConfigure your payment & delivery for each order

Attract more buyers by creating offers in 3 simple stepsCreate limited time offers with Time Bound Offers

ONBOARD USERS MORE EFFECTIVELY

Page 35: Engage and Retain Users Across Web and Mobile

Trigger message IF the user

Open Product display page

Hi {First Name}We noticed you’re interested in XYZ product. Why don’t you go ahead and make it yours? Hurry!

IF#

Has not executed

AND

Buy

Engagement: 32%

BROWSED PRODUCT BUT DIDN’T TAKE ACTION

Page 36: Engage and Retain Users Across Web and Mobile

Trigger message IF the user

Favorites a listing

Hi {First Name}We noticed XYZ product is in your favorites list. Why don’t you go ahead and make it yours? Hurry!

IF#

Has not executed

AND

Buy

Engagement: 33%

MOVING ITEMS OUT OF WISHLIST PHASE

Page 37: Engage and Retain Users Across Web and Mobile

Trigger message IF the user

Open Product display page

Hi {First Name}We noticed you’re interested in XYZ product from ABC seller. Would you like to follow ABC to receive updates about their products?

IF#

Has not executed

AND

Buy

Engagement: 26%

PROVIDE A VALUABLE SERVICE

Page 38: Engage and Retain Users Across Web and Mobile

Trigger message IF the user

Favorites a listing

Hi {First Name}Hi, you liked the products from XYZ Seller. Follow the seller now to get constant updates!

IF#

Has not executed

AND

Buy

Engagement: 35%

ASK FOR MORE ENGAGEMENT

Page 39: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

100 100 100

DRIVE PURCHASE BEHAVIOR

Page 40: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

100 20 10

DRIVE PURCHASE BEHAVIOR

Page 41: Engage and Retain Users Across Web and Mobile

Don’t leave that shopping cart!

Page 42: Engage and Retain Users Across Web and Mobile

Maybe consider a purchase

Page 43: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

100 20 10

DRIVE PURCHASE BEHAVIOR

Page 44: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

100 30 10

Free shipping off your entire

purchase today with code FREE

DRIVE PURCHASE BEHAVIOR

Page 45: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

Free shipping off your entire

purchase today with code FREE

Along with those pants, check out our new arrivals in

shoes

100 30 10

DRIVE PURCHASE BEHAVIOR

Page 46: Engage and Retain Users Across Web and Mobile

PurchaseBrowse Add to Cart

Free shipping off your entire

purchase today with code FREE

Along with those pants, check out our new arrivals in

shoes

100 30 20

Share your new outfit with a

friend

DRIVE PURCHASE BEHAVIOR

Page 47: Engage and Retain Users Across Web and Mobile

SNAPDEAL

72% increase in referrals

75% increase in referral sign ups

Page 48: Engage and Retain Users Across Web and Mobile

HAPTIK

17% users reactivated

Page 49: Engage and Retain Users Across Web and Mobile

SUMMARY

•There are many channels but keep focus on the user

•Keep your communication personal and relevant

•Test like crazy

Good luck engaging and retaining your users!

Page 50: Engage and Retain Users Across Web and Mobile

EHREN MAEDGE VP Marketing, MoEngage

@maedge

[email protected]

THUE MADSEN Marketing Operations Manager, Kissmetrics

@ThueLMadsen

[email protected]

Questions?