Head of Customer Communication, iZettle - Keynote Slides Mobile Moments 2016

2. Advance

3. Our customers say… We say…
Yay! My first paying customer! This user has activated.
Looks like iZettle has what I need for my
business.
This user has developed.
I trust iZettle and it works for me. This user is loyal.
My dream came true! My customers
come back time and again.
This user has many months of activity.

4. TIME
ACTIVITY
/VALUE
DevelopmentOnboarding Retention

5. Onboarding
Logistics
Comms
Targeting
Support

6. Development
Content
Marketing
Product
Analytics
Surveys
& NPS
UX User
Interview
s

7. Retention
Seasonal
Reactivati
on
Outbound
Calls
Vouchers

8. ARE KILLER
COMPOUNDING FUNNEL STEPS

9. FUNNEL STEPS
0%
50%
100%
150%
USERS
REMAINING

10. 0 250 500 750 1000 1250
Sent
Opened
Clicked
Logged In
Chose plan
Entered card details
Confirmed
USERS

11. YOUR FRICTION?
WHERE DO YOU PUT

12. Buy now Buy now: £49

13. COMMITMENT CTAs
HIGH VS LOW

14. Buy now
or learn more

15. PERSONALISE?
WHEN SHOULD YOU

16. HELPFUL
CREEPY
SLIGHTLY
PERSONAL
COMPLETEL
Y PERSONAL

17. Downgrade plan
or cancel and go back

18. Take survey
Hi Martin!
What do you think is missing
from our service?

19. What’s the future?
4
THE FUTURE
GAZING INTO

20. Single chat-style feed
Transactional,
automated, and Q&A
messages
Low friction

21. Martin McKenna
martin.mckenna@izettle.com
@martinjmckenna