The document discusses the importance of user retention for websites and products. It notes that acquiring new users is less important than retaining existing users. Retaining users increases lifetime customer value, leads to more referrals, and has the same effect as increasing overall traffic. The document provides five reasons for the importance of retention and lists thirteen tactics for improving retention, such as email campaigns, community features, and customer support. It concludes that making customers happy is key to retaining them.

1. Retention is King
Users that stick around from
one time period to another.

2. “How do we acquire
more users?”

3. “How do we get better at
keeping the users we
already have?”

4. “The process in which you convert
new users who don’t care about your
site into recurring users that are loyal
and continually drive page-views.”
!
— Andrew Chen

5. 5 reasons why
retention is important

6. #1
Leaky buckets don’t need
more water. They need
their holes fixed.

7. #2
Activated members are like
super-high quality leads.

8. #3
Increasing your retention by 20%
is the same as increasing
your overall traffic by 20%

9. #4
People that have been retained for
long periods of time are more likely
to evangelize for your product.

10. #5
An increase in retention
increases the lifetime value
of the customer (LTV)

11. 13 retention tactics

12. Good-old email

13. Drip campaigns

14. More than just a product

15. Red Carpet

16. Make it annual

17. Survey forms

18. Amazing customer support

19. Inactive users

20. Add features, Kill features

21. Exit surveys

22. Get in touch with at-risk customers

23. Community

24. Statistics

25. Conclusion:
Make them happy :)

26. Questions? ;)