Retention Hacking 101

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Retention Hacking: Find out why your customers aren't sticking around and what you can do about it.

Ian Collingwood ( will share ideas behind Retention Hacking from his experiences with companies like Rated People, Niumba, LoveFilm, Parkimeter, Simply Business and many others.

"Customer churn kills companies - you pay big bucks to attract, acquire and activate new customers, but for some reason they just keep walking out the door.

So you increase your acquisition budget, raise your AdWords bids, do some more SEO, maybe even hire some salespeople to keep the company on its growth curve.

But eventually you find that your acquisition costs are exceeding your customer lifetime value. And then you die.

Finding out what's wrong and fixing it is what I like to call "Retention Hacking". It's the art and science of keeping your customers happy by delivering value over the long term.

It's a mashup of UX, analytics and Service Design."