boost your customer acquisition & retention thanks to cohort analysis
TRANSCRIPT
1www.universem.be
Boost your customer acquisition & retention
thanks to cohort analysis-
August 25th 2016#GAUCbe - @Universem - @hubcy
2www.universem.be
Co-founder of UniversemIndependent, expert and digital focus
3GAUC Brussels 2016Picture: https://www.flickr.com/photos/cadencrawford/8344048410/
Stop focusing on acquisition metrics only!
It costs five times as much to attract a new
customer, than to keep an existing one
4GAUC Brussels 2016Picture: https://www.flickr.com/photos/68532869@N08/17471462035/
The end of the single device consumer
48% of people are using at least 3 devices to
connect on the web in Belgium
The Connected Consumer Survey 2016, Google, Belgium data
5www.universem.be
Retention is key in a mobile world
Source: New data shows losing 80% of mobile users is normal, and why the best apps do better, Andrew Chen
Only 23% of users use an app 3 days after install
www.universem.be 6
How can we take these trends into account in our analysis?
Cohort
Analysis?
A cohort is a group of users who share a common
characteristic within a defined timespan
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What? In Practice
Example of Google Analytics
First session
Evolution over time
One cohort
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What? In Practice
Typical cases where cohort analysis are insightful
1. Telecom/SaaS businesses to analyse churn rates and define Lifetime value
2. Understand which channels drives the best customers over time
3. Response to marketing actions
4. Changes on the website or the way customers are served
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Practical ways to use cohort analysis
Comparing acquisition sources behaviour
• Large ecommerce
website
• Evolution on the
revenue per user is
much more positive
for organic traffic
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Practical ways to use cohort analysis
Comparing cohorts over time
• Mobile app
onboarding was
improved on June 18th
• Very positive impact
as retention increases
significantly
• What? In Practice
Easily add to your dashboardAdvanced segmentation available
All parameters available to configure yourcohort analysis (Size, Metric, Date range)
The graph for all users.
Data table per cohort
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Cohort analysis in Google Analytics
Good to start but limitations are there for advanced usage
1. Maximum 12 periods of analysis
2. Only some dimensions/metrics are available for analysis
3. Based on cookies less relevant for a long period
4. Not easy with recurring revenues models (ex: SaaS businesses)
5. Analysis based only on first session. Not on subscription, first order …
Advanced
cohort
analysis
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Beyond Google Analytics: 2 main options
From user data to insights in Google Analytics
Dedicated tools Visualisation & exploration tools
Focus for today: Excel
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Leading Private Sales Bike shop
Sales only for members
Great offers on top brands
For a limited time only
19www.universem.be
Private sales business model
Visitor Member Customer
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Veloflash case
Revenues generated over time per cohort
Note: all data for information only
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Veloflash case: first conclusions
Revenues generated over time per cohort
Note: all data for information only
• Peak of turnover the
month after subscription
• Members generate sales
months after months for
a long period
• High correlation
between new members
and revenues
Great visualization …
But how do you do it practically?
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Creating cohort analysis
Step 1: configuration of Google Analytics
Note: all data for information only
• Enable User-ID and setup
the technical
configuration to be sure
to track any visit of your
identified users
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Creating cohort analysis
Step 1: configuration of Google Analytics
Note: all data for information only
• Configure a custom
dimension with the
subscription date to be
sure that you have the
“original” session of your
users
• Format: YYYYMMDD
• Other custom dimensions
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Creating cohort analysis
Step 2: Export data from Google Analytics
Note: all data for information only
• Create a custom report
with key dimensions
• Month of the year
dimension
• Key metrics that you
want to analyze
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Creating cohort analysis
Step 2: Export data from Google Analytics
Note: sensitive data have been hidden
• Custom
report table
• Be sure to
avoid
sampling in
your data
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Creating cohort analysis
Step 2: Export data from Google Analytics
• Push on Export
and your have your
data available
Note: all data for information only
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Creating cohort analysis
Step 3: Build your model in Excel
Sum of all revenues
in May 2015 where
subscription date
starts by “201501”
Note: all data for information only
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Creating cohort analysis
Step 4: play with your data!
Start from business questions and analyse
evolutions over time thanks to cohort
analysis:
• What are the most effective acquisition
channels?
• How is user retention evolving over time?
• Is the Lifetime value of my customers higher if
they access my service from multiple devices?
• …
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Veloflash case
Are my campaigns effective?
• When are we cash-flow positive?
• How much can we pay for a new member?
Marketing budget
Note: all data for information only
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Veloflash case
Are my campaigns effective?
Hypothesis: gross margin of 25%
3-4 months pay-back period
6-7 months pay-back period
Detailed analysis of the ROI led to more
aggressive & still profitable acquisition campaigns Note: all data for information only
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Veloflash case
How is my conversion rate evolving over time?
Note: all data for information only
Change in onboarding process Big promotion on Veloflash
Conclusions
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Cohort analysis: take-aways
1. Customer’s behaviours require other analysis
2. Incentivize people to log in
3. Cohort analysis can be powerful
4. Start from business questions
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Universem - Wallonia
Parc Créalys
Rue Camille Hubert, 13
5032 Gembloux (Belgium)
Tel: +32 (0)81 713 430
Universem - Brussels
Auderghem
Herrmanndebrouxlaan, 40
1160 Brussels
Tel: +32 (0)2 318 23 90
Hubert de Cartier
Partner & Project Director
+32 (0) 486 635 687
Any Questions?Let’s talk!
#GAUCbe - @Universem - @hubcy