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What You’ll Learn in This Episode
- Val’s two BIGGEST pet peeves when it comes to onboarding emails
- The Dinner Party Strategy for high-converting onboarding email sequence
- How often should you be sending emails for onboarding
- How fixing your churn can increase your revenue
- Three retention strategies
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Tweet Some Quotes from This Episode
Our job in customer onboarding is to teach our customers new habits, new ways of being. – @lovevalgeisler from @GrowthToday podcast. Get the full podcast episode 👇 Click To Tweet From an onboarding and retention perspective, we have to stop talking about features all the time because the customers have no idea why that matters to them. - @lovevalgeisler from @GrowthToday podcast. Get the full episode 👇 Click To Tweet People who sign up forget so easily why they signed up. You need to remind them of the value of your app. – @lovevalgeisler from the @GrowthToday podcast. Get the full episode 👇 Click To Tweet When you build a personal human connection with your customers and help them grow, with the right pricing, you can grow your revenue through their growth. – @lovevalgeisler in the latest @GrowthToday podcast. Get the full episode… Click To Tweet Helping your customers, building a personal connection with them, helps them become advocates for you. – @lovevalgeisler in the latest @GrowthToday podcast. Get the full episode 👇 Click To TweetMy Takeaways from This Episode
- Don’t be afraid to email your customers. It’s absolutely crazy when I heard Val tell me a lot of companies don’t email their customers. Email is one of the highest ROI when it comes to channels. Remember that people who sign up for your app forget so easily why they signed up. You need to remind them of the value. Val says, “Our job in customer onboarding is to teach our customers new habits, new ways of being.” And the best way to communicate value is via email because people are in their mailbox all the time!
- Stop being me-focused. Too many emails are about your product and your company. One of the best books I’ve read is “How to Win Friends and Influence People” by Dale Carnegie. One of his tips and be interesting – read magazines and books. Because that gives you opportunities to talk to people about what they’re interested in. When you do that, you become more human, and they’re more likely to convert and stick with you for a long time even if there’s something shinier out there.
- Fix your churn. Reducing churn doesn’t just solve a retention problem. It results in two ways to grow your MRR – increasing revenue per user (ARPU) and the number of referrals. If you help your customers grow their business, they’re more likely to stick with you even if the competitors have a newer and shinier feature. Also, if you really delight your customers, they’ll tell their network about it.
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About Val Geisler
Show Notes
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3:20
Is Val a coffee person or a tea person?
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6:10
How did Val go from a theater design grad to becoming an email specialist and digital strategist
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11:28
How did Val go from an email marketing specialist to starting a new business – fixmychurn.com
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18:20
Val’s two biggest pet peeves when it comes to onboarding emails
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25:26
The Dinner Party Strategy for high-converting onboarding email sequence
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28:31
How often should you be sending emails for onboarding
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31:32
What kind of questions does Val ask customers during user research
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34:12
The two ways to grow your MRR by focusing on churn alone – increasing revenue per user (ARPU) and the number of referrals
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39:10
How to implement a successful affiliate program
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41:37
Three retention strategies
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45:40
Val’s one advice to marketers and founders – don’t be afraid to email people
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46:55
Val’s call to action
Links
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Get the actionable growth cheat sheets from the latest podcast episodes. Ask questions to upcoming guests. 👇
Music By The Passion HiFi www.thepassionhifi.com.