Mobile App Knowledge
CUSTOMER ACQUISITION & RETENTION DIAGRAM
Customer acquisition & retention diagram is what Tu has compiled from his long-term work experience related to marketplace, e-commerce and optimization.
This diagram is applicable not only to online businesses but also to O2O (online to offline) service businesses. This diagram focuses on building the customer journey from the time they are an audience, until they become visitors, then users, then customers. Each stage has different points of attention and what you should do to get customers to take each step. How clearly the customer acquisition and customer retention stages are visualized on a customer journey is the main goal of drawing this diagram. This diagram serves to provide a high level of knowledge and help viewers better understand customers, not much about how you find customers (advertising setup, targeting, tactics for growth hacking). ) and customer retention activities. What Tu shares here hopes to be the first brick to be able to share other ways and tactics more accurately and completely in the future.
Some of the content in this diagram has been shared by Tu in several talks, but this is a more complete and detailed version with each customer segmentation. There is also an additional section on the standard measurement process for customer experience (NPS) and customer measurement methods to optimize interaction (RFM) to provide additional operational support for this diagram. This diagram is based on personal and personal experience, so of course there will be defects (due to limited personal knowledge) or not completely accurate (due to lack of industry knowledge) or presentation. The solution may not be very good and we hope to receive comments and contributions to make it more correct and better.
Hopefully this will be a quality spring gift of knowledge that professional app designer sento sends you. Wishing everyone a successful and lucky new year.
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