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Engage and Retain Users Across Web and Mobile

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Your users are interacting with your brand on desktop, mobile-web, and mobile app. How do you keep them engaged as they move between platforms? This session will show you some top performing techniques along with some new approaches to drive more value and loyalty from your users.

Our speaker is Ehren Maedge, 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.

In this webinar, you’ll learn about:

The importance of personalization and a few examples that can give you huge wins
How web notifications, email, push and in-app notifications can be combined to increase conversion rates across devices
Examples of what others are doing and what results they’re seeing

Veröffentlicht in: Marketing
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Engage and Retain Users Across Web and Mobile

  1. 1. Engage and Retain Users Across Web and Mobile EHREN MAEDGE
  2. 2. @Kissmetrics #KissWebinar @thuelmadsen
  3. 3. 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
  4. 4. @moengage #KissWebinar @maedge
  5. 5. WATCH WEBINAR RECORDING NOW
  6. 6. Web Site + Mobile Site + App = I wonder what my users are doing?
  7. 7. Web Site + Mobile Site + App =
  8. 8. Mobile Apps
  9. 9. Web Sites
  10. 10. Engage your users Mobile Web
  11. 11. 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
  12. 12. PERSONALIZATION Personalization Paul I’m here to pump your campaigns up.
  13. 13. PERSONALIZATION engagement with generic messaging is 28% engagement with messages that are triggered by user actions achieve 56%
  14. 14. COMMUNICATION CHANNELS push in-app email web push
  15. 15. PUSH NOTIFICATIONS 15-40% CTR
  16. 16. BOOSTING PUSH OPT-IN RATES 32% 50%
  17. 17. BOOSTING PUSH OPT-IN RATES
  18. 18. GO BACK TO USERS WHO DIDN’T OPT IN 10%
  19. 19. IN-APP MESSAGES
  20. 20. EMAIL 25% CTR 10% CONV
  21. 21. BOOST EMAIL OPT INS 10%
  22. 22. DRIVE HIGHER LOGINS
  23. 23. WEB PUSH NOTIFICATIONS https://blog.kissmetrics.com/website-push-notifications-for-ecommerce/
  24. 24. 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/
  25. 25. “She use what she got to get whatever she don't got” -Salt-N-Pepa
  26. 26. USER VS. DEVICE/CHANNEL
  27. 27. EXAMPLES
  28. 28. ASSUMPTION
  29. 29. LOG IN WITH GOOGLE Start Your Free Kissmetrics Trial
  30. 30. CLEARTRIP 45 out of 100 clicked 8 out of 100 booked
  31. 31. CLEARTRIP 20 out of 100 booked a room
  32. 32. CLEARTRIP pushemail web push emailpush emailweb push email
  33. 33. MARKETPLACE FOR CLOTHES, FOOTWEAR, ACCESSORIES
  34. 34. CTR$ 50% %%%%%%%%%%% Conv 13% Day)1 Day)2 Day)3 Day)6 Day)5 Day)4 Start Accepting Online Payments Configure your Instamojo account for receiving online payments in 3 simple steps Promote your Shop with Feed Few tips to get you started to get more leads Get the badge for success Be a responsive seller! CTR 20% %%%%%%%%%%% Conv$ 12% CTR$ 18% %%%%%%%%%%% Conv 3.4% CTR$ 21% %%%%%%%%%%% Conv$ 25% CTR$ 21% %%%%%%%%%%% Conv$ 24% CTR$ 21% %%%%%%%%%%% Conv$ 30% Build a Beautiful Online Store An attractive store front can go a long way in attracting buyers! Customize each sale the way you want it Configure your payment & delivery for each order Attract more buyers by creating offers in 3 simple steps Create limited time offers with Time Bound Offers ONBOARD USERS MORE EFFECTIVELY
  35. 35. 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
  36. 36. 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
  37. 37. 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
  38. 38. 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
  39. 39. PurchaseBrowse Add to Cart 100 100 100 DRIVE PURCHASE BEHAVIOR
  40. 40. PurchaseBrowse Add to Cart 100 20 10 DRIVE PURCHASE BEHAVIOR
  41. 41. Don’t leave that shopping cart!
  42. 42. Maybe consider a purchase
  43. 43. PurchaseBrowse Add to Cart 100 20 10 DRIVE PURCHASE BEHAVIOR
  44. 44. PurchaseBrowse Add to Cart 100 30 10 Free shipping off your entire purchase today with code FREE DRIVE PURCHASE BEHAVIOR
  45. 45. 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
  46. 46. 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
  47. 47. SNAPDEAL 72% increase in referrals 75% increase in referral sign ups
  48. 48. HAPTIK 17% users reactivated
  49. 49. 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!
  50. 50. EHREN MAEDGE VP Marketing, MoEngage @maedge ehren@moengage.com THUE MADSEN Marketing Operations Manager, Kissmetrics @ThueLMadsen tmadsen@kissmetrics.com Questions?

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