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Retention Meeting

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@Melanie Goldey
⁠
ask
Rethink about how retention is considered
Include the pause people into retention
Ideally: include pause, skiped people.
The AOV the revenue divided by those who paid us
What to measure
How we calculate AOV
How we calculate active customers
How we calculate retention (definitions)
Ability to follow customers
At the inidivdual customer level it tells us where they are going
Where are people moving around, and can see the see where
Determine the type of customers per active customers for each
Additional Asks
How many people are moving from membership to subscribers
Do you know for the “V+A” membership, is the test as the drop. Does the skip affect this?
Product / Market Followup - Creating specific groups for each month cohort, and what they are using.
There by we can send exclusive content
Create the timing and type of customers; what products that they
Open Discussion: What should we do with Membership and how should we change it to stop
Customer Journey Map
To see the curves and where people are going and seeing the drop off and the drop offs and have a map and see chronological of a member / supplement subscriber and plot how we want to save them

Retention Discussion Follow-ups
Follow-up
Owner(s)
Status
Align on definitions of:
AOV
Retention
Active Customers
Orders/Customer
⁠
@Garret Ma
⁠
@Jenna Feltes
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@Melanie Goldey
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Create Customer Journey Map
⁠
@Jenna Feltes
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@Garret Ma
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@Shayna Lans
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Pull together view of conversions from Member to Subscriber for Kate
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@Jenna Feltes
⁠
[Long-term] Build functionality in Klayvio to send automated offers based on customer tenure, membership/subscription, etc.
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@Matt Schwartz
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