Customer retention for on-demand services: learning from Uber and Wag

Retention Masterclass

Content provided by John Koetsier, Peggy Anne Salz, John Koetsier, and Peggy Anne Salz. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Koetsier, Peggy Anne Salz, John Koetsier, and Peggy Anne Salz or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

4+ y ago 45:45

MP3•Episode home

Jessy Hanley has led marketing and retention roles at Uber and Wag, and she's now leading similar efforts at a multi-billion-dollar global brand.

In this episode, Peggy Anne Salz and John Koetsier interview her to learn the secrets of retention in on-demand marketplaces, and she shares her insights on cohorts, peeling back the onion of what an app or service does, and much more.

TOPICS INCLUDE:

- segmentation via RFM: recency, frequency, and monetization

- the GREAT product lifecycle: greet, ramp, evolve, amplify, and treasure

- why you never just look at averages

- heart metrics and head metrics

- brand magnetism and it's impact on users & customers

- the happy path (for customers)

- and the unhappy path

... and much, much more!

26 episodes

#Business #Marketing #John Koetsier, Peggy Anne Salz #John Koetsier #Peggy Anne Salz