On the way blog - Where you learn new things in two minutes!

If you are not protecting your brand you are probably killing it, this is what my boss always told me. Before doing anything, writing a word, promoting a new discount, sending an email, sms or auto call think if it will hurt your brand's reputation or will it improve it. Its a yes or no answer, not more and not less.   A few points that make your brand look transparent and trustful: 1. Clear T&C - When you change them notify your customers 2. Clear signup flow 3. Stability of your site, minimum bugs on front end. 4. If your operation is paying out customers make it clear when they will get their money and PAY THEM 5. Welcome package - should be meaningful and simple 6. Clear T&C on every offer/deal/discount you promote 7. CAN-SPAM  - I will write a post about this in the future. 8. Give your address and company name on emails and promotional material 9. Way to contact your brand (phone and email) 10. Online 24/7 support (or if you don't have 24/7 support t

When it comes to meetings the most important thing in my opinion is how we implement what was decided. In order to do this right, we need to be organize and assign people with tasks but most important is to assign head of implementation - the person that makes sure everything is going according to plan (i.e Execution Manager or just EM). Every meeting that requires a follow up needs an EM. So what do we need in this Meeting Summary Template: 1. Project Name/Meeting Title 2. Date 3. Time 4. Attendees 5. Non-Attending Invites 6. Agenda Items (what we spoke about in the meeting) 7. Decisions Made 8. Issues Identified 9. Follow-up Action Items 10. Most important: EM You can download the template here

The most important rule when you want to acquire new traffic is to match your capabilities/strengths with the affiliate's traffic. Meaning if you know how to treat customers from Australia go acquire clients from Australia. If you have only support in English don't buy traffic that doesn't understand English. Don't mislead your customers on the very beginning (actually I would say never mislead them, but most important things is always start on the right foot). I've seen companies promoting games that customers couldn't play. So why are you promoting these games? What are you trying to achieve? only good click to signup rate? What about where the money really counts, good conversion rate! Most of your budget every month goes to acquiring new traffic so why not buy what you know you can CONVERT? The key to preventing over spending on this traffic is to be quick determining if the clients signing up with you are quality or not. This is why I developed the

When it comes to purchasing a product customers will buy what they think is the best deal for them, because psychology is everything. This is why it's really important to know how your customers think. A while ago I decided to test this philosophy and offered two amazing deals for our clients to choose from: - One offer was deposit xxx and play with xxx. (for example: deposit 25 and play with 100 - 300% bonus) - Second offer was a flat percent bonus (for example 400% bonus). Even when the bonus offer was higher, more clients took the first offer, the fixed amount one. It led me to the conclusion that  YOUR CUSTOMERS UNDERSTAND SIMPLICITY. If its not simple your customers won't purchase. Percentage isn't simple as a stand alone number! If you want to use percentage use it as a comparison (i.e. 30% off). Few more points we found out: 1. Clients took more offers like deposit $29 than deposit $24 offers (9 vs 4). 2. Clients spent more when the dollar sign was removed

Before building something we need to understand what is the meaning of the term loyalty . Simple definition: Where an individual becomes accustomed to buying from you. Loyal customers will: - make regular /repeat purchases - purchase not one but many of your products/services - refer others (spread your story) Some people say that "in every old customer you will find a new customer waiting to be break out and spend more money with you!..." Value Pyramid Example: 1. Basic Value - Accurate billing, Prompt service 2. Expected Value - Delivery by 10 a.m on next business day (things to stay even with competition) 3. Unanticipated Value - first to provide online tracking, first to provide handled devices When it comes to loyalty and retaining customers I would say the following: "The more unanticipated value you provide a customer the deeper his loyalty to you" Don't forget the 80-20 rule: 80 percent of your revenue is being generated by 2

The big picture is all about what you do for every customer in his way to becoming active and loyal VIP (Loyal customer funnel/flow). The following diagram show you the movement a customers needs to go in order to reach that goal. In my previous post I spoke about stages in customer's life cycle, now I want to show you the big picture. This diagram was built for an online gaming company 1. Every customer will come from an external campaign that will bring him to your site. 2. Then he will go through the signup process (could be 4 stages - will talk about it in a different post) 3. After that he goes into the conversion funnel - where the goal is to make him do his first purchase 4.  FTD funnel is where our goal is to make the customer trust your software and make his next few deposits 5. Reactivate funnel - is where we try to activate customers that didn't purchase for a long time 6. Loyal customers flow - where you want most of your customers to be. In th

What the fuck is churn rate and why is it so important for your company? Wikipedia  tells us: "Churn rate (sometimes called attrition rate), in its broadest sense, is a measure of the number of individuals or items moving out of a collective group over a specific period. It is one of two primary factors that determine the steady-state level of customers a business will support. The term is used in many contexts, but is most widely applied in business with respect to a contractual customer base. For instance, it is an important factor for any business with a subscriber-based service model, including mobile telephone networks and pay TV operators. The term is also used to refer to participant turnover in peer-to-peer networks. Churn rate is an important input into customer lifetime value modeling, and can be part of a simulator used to measure ROI using marketing mix modeling ." When you look at your churn rate you know how is your retention performing. How