What’s the best way to improve customer experience?

Sangeet Paul Choudary (Founder at Platform Thinking)
Reverse Network Effects: Why Scale Threatens Today’s Social Networks

As networks scale, the value for users may drop for several reasons: 1. Connection – new users joining the online community may lower the quality of interactions and increase noise/spam through unsolicited connection requests. 2. Content – personalization of the user experience. Reverse network effects set in if the content curation and personalization systems don’t scale well. 3. Clout – the network may get inadvertently biased towards early use… (read more)

What’s the best way to improve retention?

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

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.

What’s the best way to improve customer experience?

Sachin Rekhi (Group Product Manager at LinkedIn)
Growth Lessons Learned from LinkedIn | Sachin Rekhi

The single most important thing a growth team can do is not picking the right variant to test, but simply increasing the velocity of tests you are running.

Sangeet Paul Choudary (Founder at Platform Thinking)
Reverse Network Effects: Why Scale Threatens Today’s Social Networks

As networks scale, the value for users may drop for several reasons: 1. Connection – new users joining the online community may lower the quality of interactions and increase noise/spam through unsolicited connection requests. 2. Content – personalization of the user experience. Reverse network effects set in if the content curation and personalization systems don’t scale well. 3. Clout – the network may get inadvertently biased towards early use… (read more)

Sam Gerstenzang (Director of Product at Imgur)
16 product things I learned at Imgur — Medium

Every interface can be made simpler. One useful technique is to have a separate meeting focused just on cutting and simplifying