Retention in Commerce Industry Digital..

Retention in QCommerce

1. August 2024 Mentor: Amritansu Nanda Retention & Engagement

2. Could Zepto have been Zepto if we didn’t spend time on engaging and retaining users? August 2024 Mentor: Amritansu Nanda

3. Mindless Acquisition (fuelled by VC money) August 2024 Mentor: Amritansu Nanda Mindful Retention and Engagement (fuelled by Smart Marketing) vs.

4. A retained user is someone who returns to use a product or service after their initial interaction. August 2024 Mentor: Amritansu Nanda D7/D14/D30/D90 … Mark of stickiness. Engaged user means they’ve shown some signal that they love your product and keep coming back to use it again.

5. Churned User? August 2024 Mentor: Amritansu Nanda Well, they’re not coming back. Dormant low chance of resurrection.

6. August 2024 Mentor: Amritansu Nanda What is RFM?

7. August 2024 Mentor: Amritansu Nanda Guess the natural pattern of usage of these products? So, how do we judge if someone has been “retained” as a user?

8. August 2024 Mentor: Amritansu Nanda CAC ka chakkar (Direct Marketing Expenses + Indirect Marketing Expenses) Number of Users Acquired = But, it’s deceptive to calculate and crucial for survival

9. August 2024 Mentor: Amritansu Nanda The LTV conundrum Total money your business expects to EARN from this customer’s lifetime (or yours) LTV= Average Purchase Value × Purchase Frequency × Customer Lifespan But how much optimism in your calculation?

10. August 2024 Mentor: Amritansu Nanda CAC/LTV Without the right CAC/LTV ratio, basically start making your CV. 1:1 - unsustainable but fine if you’ve just launched 1:2 - acceptable for high growth startups, but needs to improve 1:3 and more - This is where you want to be

11. August 2024 Mentor: Amritansu Nanda Let’s take an example A Brand has a CAC of 800 & AOV of 1500. They have a 12 Month revenue retention of 60%. What is their CAC/LTV?

12. INCREASE RETENTION AND ENGAGEMENT? Personalisation Scientifically segmented communication to each cohort Loyalty Programs 01 02 03 Referral programs Gamification 4 05 August 2024 Mentor: Amritansu Nanda

13. August 2024 Mentor: Amritansu Nanda Personalisation - Speak to the user as a segment of 1.

14. August 2024 Mentor: Amritansu Nanda Designing Loyalty Programs that actually work Clear Value Proposition to the User Rewards that are actually relevant and attractive Friction-Free Onboarding 01 02 03 Tiered Benefits - put them on the chase Easy Earn and Burn Mechanisms 4 05

15. August 2024 Mentor: Amritansu Nanda Referrals? Make it: Easy to share Easy to Track Payoff should be ACTUALLY valuable Ask “why would they refer a friend?” - for Rs. 50? Referrals are among your lowest CAC strategies as a marketer.

16. August 2024 Mentor: Amritansu Nanda Gamification Badges and Achievements Leaderboards Challenges and Quests Progress Bars Levels and Tiers Social Sharing Time-Limited

17. . THANK YOU. August 2024 Mentor: Amritansu Nanda