What’s the best way to improve retention?

Andrew Tate (Writer, former Nueroscientist)
How to reduce Churn by building a bulletproof retention process

1. Define your goals. Your overall goal is to reduce churn, but to make this actionable you need to both quantify this goal and break it down further into smaller goals. 2. Ask the right questions. Drill down to specifics as much as possible. 3. Develop your hypothesis. Developing a hypothesis forces you to think about your questions in more detail and the impact of experiments on churn. 4. Test and analyze your ideas. Get the minimum viable test… (read more)

What’s the best way to interview customers?

Andrew Tate (Writer, former Nueroscientist)
Why a SaaS customer hasn’t churned when they cancel

Send a succinct, targeted survey that forces the cancelled customer to pick the biggest and smallest reasons for churning. These surveys work best in three main forms: An exit survey that’s displayed upon hitting cancel, an automated (but seemingly personal) email survey in the cancellation confirmation email, or a highly personalized email with an open-ended question: What made you cancel?

What’s the best way to interview customers?

David Jackson (Founder, Seeking Alpha)
Startup founders’ most common mistake in meetings — and how to avoid it | A Founder’s Notebook

1. Make your key goal for the meeting to learn from the other person. Keep that goal in mind during the meeting and as you’re preparing for it. You might find it changes your behavior in unusual ways. 2. Send background information in advance. You’d be surprised at how willingly people will read material in advance. 3. Before the meeting, write down questions to ask the person. Many founders tell you about their product and company, and then thin… (read more)

Andrew Tate (Writer, former Nueroscientist)
Why a SaaS customer hasn’t churned when they cancel

Send a succinct, targeted survey that forces the cancelled customer to pick the biggest and smallest reasons for churning. These surveys work best in three main forms: An exit survey that’s displayed upon hitting cancel, an automated (but seemingly personal) email survey in the cancellation confirmation email, or a highly personalized email with an open-ended question: What made you cancel?

Ruben Gamez (Founder of BidSketch)
Doing SaaS Cancellation Interviews (the Jobs-to-be-Done Way) | ExtendsLogic

My favorite way to [interview customers] is by doing “switch interviews”, in which you focus on how the customer stopped using one product and started using another.

David Jackson (Founder, Seeking Alpha)
Build your product to explicitly address a “Job To Be Done” | A Founder’s Notebook

Build your product to explicitly address a “Job To Be Done”. Focusing on a Job To Be Done removes the need to specify who your target customer is, because your target customer is anyone who needs to get this job done. If you discover that there are different jobs to be done, for example Clay Christensen’s example of a milkshake to provide breakfast on a commute and a milkshake to provide a treat for a child, you’ll likely find you have different … (read more)

Sachin Rekhi (Group Product Manager at LinkedIn)
A Practitioner’s Guide to Net Promoter Score (NPS) | Sachin Rekhi

Ask your customers: “How likely is it that you would recommend our company to a friend or colleague?”, with the possible answers ranging from 0 – 10. Group your customers into Promoters (9-10 score), Passives (7-8 score), and Detractors (0-6 score). Then subtract the percentage of detractors from the percentage of promoters and you have your NPS score. The score ranges from -100 (all detractors) to +100 (all promoters). An NPS score that is great… (read more)

Seth Godin (Founder at Yoyodyne Entertainment)
Seth’s Blog: Asking or announcing…

We have to create environments where people choose, then ask them why. When you ask someone if they would use your new product, buy your new widget or participate in your new service once it’s ready, you will get a lie in response. People don’t mean to mess you up, but you’ve made the error of asking them to imagine a future they have trouble imagining. It’s incredibly different than asking them to justify what they already do.

Seth Godin (Founder at Yoyodyne Entertainment)
Seth’s Blog: What does, “it’s too expensive,” mean?

“It’s too expensive,” rarely means, “we can’t afford it. ” Often, it actually means, “it’s not worth it. ” This is a totally different analysis, of course.

Intercom (A fundamentally new way to communicate with your customers)
Asking customers what you want to hear – Inside Intercom

Research study after research study has shown that people are very bad at predicting their future behaviour and attitudes. Therefore one of the worst, but sadly most common, research questions to ask is: Would you use feature x if we built it?

Joe Natoli (UX Consultant, Speaker & Author at Give Good UX / Twofold)
The Easy Way to IA: Start with Information Priority (Video)

Get the internal stakeholders to list the categories of information they think users of the product care about, in order of importance. Then, ask users what categories of information they care about. Don’t anchor them with the categories you’ve come up with — ask open ended questions. Present the results in a three-column table: Column 1: information category. Column 2: how we thought users ranked it. Column 3: how users actually ranked it.

Tomasz Tunguz (Partner at Redpoint Ventures)
8 Customer Discovery Questions to Validate Product Market Fit for Your Startup

1. How did you hear about the product? 2. What process did you use to pick this product over the competition? 3. Why did you choose this product? 4. Which teams in the company use the product, and how has that changed over time? 5. How important is this product compared to other software? 6. How much do you pay? 7. How quickly is the product evolving? 8. To whom would you recommend this product?

Eric Ries (Author, The Lean Startup)
The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to … – Eric Ries – Google Books

We must learn what customers really want, not what they say they want or what we think they should want. We must discover whether we are on a path that will lead to growing a sustainable business.

Alan Klement (Author and Consumer Insights Analyst)
Filling in Lean’s Gaps | Jobs-to-be-Done

1. Exposition. In story telling (narratives) it often helps to introduce background information which sets the stage before the main plot begins so the audience can quickly understand the context in which everything happens. The same is true for product design. 2. Observation. Identify two things: (1) The pre-existing behaviors customers do now and have done in the past. (2) The purchases which customers make and have made in the past. 3. Situati… (read more)

Benson Garner (Owner & Co-Founder Innovation Principle, LLC)
8 Tips For Conducting Interviews That Deliver Relevant Customer Insights — Strategyzer

Adopt a beginner’s mindset. Listen with open ears and an open mind and avoid interpreting customer responses too early. Get facts, not opinions. Ask questions that get your customers to share facts and experiences rather than questions that result in opinions. Don’t ask “Would you.. ?” Ask “When is the last time you.. ?” or “Tell me about a time when you.. ?” Ask “why” to get real motivations. Ask “why?” frequently. You might ask “Why do you need… (read more)

Mike Fishbein (Content Marketing at Alpha UX)
The Ultimate List of Customer Development Questions

[Questions to ask] 1. What do you think could be done to help you with [problem]? 2. What would your ideal solution to this problem look like?* 3. If you could wave a magic wand and instantly have any imaginable solution to this problem, what would it look like? 4. What’s the hardest part about [what you do currently]? 5. What are you currently doing to solve this problem/get this value? 6. What do you like and dislike about [competing product or… (read more)

Ruben Gamez (Founder of BidSketch)
What I Learned From Increasing My Prices | ExtendsLogic

Some of the questions I was trying to answer at this point: What industry do they belong to? How many users do they have? How often do they use [the product]? What features do they use the most?

Ruben Gamez (Founder of BidSketch)
What I Learned From Increasing My Prices | ExtendsLogic

How many employees do you have and how many people use [the product]? How much time does [the product] save you on each proposal? How important is feature X to you/your team? Describe your typical/ideal proposal workflow.

David Jackson (Founder, Seeking Alpha)
How to truly understand your customers | A Founder’s Notebook

It’s not enough to ask what your customers want; you also need to understand what makes them successful.

David Cummings (Managing Partner at Shotput Ventures)
Live Chat for Sales and Customer Service | David Cummings on Startups

Live chat is incredibly powerful for sales and customer service. If you can staff it with a product expert, it’s worth running a two week trial and assessing the results. Here are a few tips when using live chat: Consider using it on more critical pages like pricing and FAQ instead of all pages. Running it inside the web app for support is a great way to engage with customers and trial users in the context of their product usage. Connect the live… (read more)

http://www.givegoodux.com/fast-easy-way-to-uncover-user-needs/ (UX Consultant, Speaker & Author at Give Good UX / Twofold)
The Fast (and Easy) Way to Uncover User Needs | User Experience, User Interface Design Coaching, Speaking and Workshops

It’s not just what you ask — it’s how you ask

As you’ll see, asking the right questions starts with the actual form of the questions you ask. These should be open-ended, non-leading, non-specific questions that let the person fill in the details of the answer. You don’t ask them about what software or hardware they use; you ask them what they do, how they would complete a task.

That means you don’t ask a question like “how do you use the [ … (read more)

http://www.givegoodux.com/fast-easy-way-to-uncover-user-needs/ (UX Consultant, Speaker & Author at Give Good UX / Twofold)
The Fast (and Easy) Way to Uncover User Needs | User Experience, User Interface Design Coaching, Speaking and Workshops

Asking this set of questions across even a small pool of people — ten or less — will show you clear, recurring themes and patterns that can be used to validate user needs:

1. How do you define a successful work day? What has to happen in order for you to feel good when you leave?

2. Does that definition of success (and your stated goals) change from day to day — or from week to week? Are there certain times of year where what you need to ac… (read more)

What’s the best way to improve retention?

Boris Wertz (Founder of version one ventures)
Customer success is important, but sometimes it’s just too late – Version One

The big question for you is how can you hook a customer in the first 10 minutes? If you want to increase goal completion, customer success emails and sales outreach might be too late and reactive. One of my portfolio companies recently discovered through a variety of a/b tests that user engagement within the first 10 minutes is crucial for their product, as there’s an exponential drop-off in engagement after that time. Another take-away from tho… (read more)

David Jackson (Founder, Seeking Alpha)
The first ten minutes of a customer’s experience are crucial | A Founder’s Notebook

The first ten minutes of a customer’s experience are crucial

Ryan Battles (Co-founder of HarpoonApp)
Turning your Customers into Fans | by @ryanbattles

Our co-founder was always striving to inject “MEMs” into our product, that is, “Memorable Engaging Moments. ” Essentially, we were trying to create situations where a customer does X, expects Y, but receives Y, Z, and a few other extras. People are getting used to transactional emails, “thanking you” for your purchase. What if you actually sent them a short video clip of someone on your customer success team thanking them by name, and giving them… (read more)

Sangeet Paul Choudary (Founder at Platform Thinking)
Marketplace 2.0 : How To Engage And Keep Users

These are the key mechanisms by which [products] can move to an engaged and ‘sticky’ experience: Reputation Systems, Collections, Personalized Feed, Influence, Workflow management, Substituting transactions with subscriptions

Andrew Chen (Growth at Uber)
Why consumer product metrics are all terrible at andrewchen

Overall you lose a ton of active users, a result of (i) how many users sign up and actually try out your product (onboarding), (ii) how many days they are active within a month (frequency), and (iii) how useful your product is over time (long term retention).

David Jackson (Founder, Seeking Alpha)
Cosmetic changes to your product won’t fix low user engagement and retention | A Founder’s Notebook

Cosmetic changes to your product won’t fix low user engagement and retention

Jason Lemkin (Managing Director at Storm Ventures, SaaStr.com)
How to think about churn | A Founder’s Notebook

You’re going to end up with an organic churn rate that is inherent to your product. The most important thing is measure it and then drive it down. That’s what I did. We set a goal at Echosign to decrease churn 20% year over year. You need to measure it and force the team to own a metric.

Andrew Tate (Writer, former Nueroscientist)
How to reduce Churn by building a bulletproof retention process

1. Define your goals. Your overall goal is to reduce churn, but to make this actionable you need to both quantify this goal and break it down further into smaller goals. 2. Ask the right questions. Drill down to specifics as much as possible. 3. Develop your hypothesis. Developing a hypothesis forces you to think about your questions in more detail and the impact of experiments on churn. 4. Test and analyze your ideas. Get the minimum viable test… (read more)

David Jackson (Founder, Seeking Alpha)
There is always a move | A Founder’s Notebook

If you’re missing your numbers, there’s always a move.

Ben Yoskovitz (VP Product at VarageSale, VP Product at GoInstant (acquired by Salesforce), Author of Lean Analytics)
Engagement is a Long-Term Process

Provide opportunities for early users to engage in common ways, so there’s no learning curve and they get an immediate reward. Look at all the “features” on your site or in your product and figure out how one leads to the next. Each step along the way has to create value for you and for the user.

Ben Yoskovitz (VP Product at VarageSale, VP Product at GoInstant (acquired by Salesforce), Author of Lean Analytics)
Grabbing Attention and Holding Onto It

If you’re building a product that doesn’t have a daily or weekly use case be very, very afraid. Certainly there are products that don’t get used a lot and are very successful (tax software anyone?) but it’s not a direction I’d recommend.

David Jackson (Founder, Seeking Alpha)
The relationship between frequency of habit and customer retention | A Founder’s Notebook

A disruptive startup can lower price and friction enough to raise demand to a frequent habit. Our experience in Seeking Alpha: Monitoring your portfolio is a daily (weekday) habit. By providing better content on users’ portfolios, we’ve been able to win tremendous “attention”.

David Jackson (Founder, Seeking Alpha)
Identifying the moment a user becomes truly engaged | A Founder’s Notebook

Facebook’s “Aha! moment” is an experience of connection to your friends. The way the user gets to that experience is by adding 7 friends in 10 days.