Dan Hockenmaier: evaluation

Transcript context

…Amazing. Such a great example and story. It makes me think about this work that I imagine every company ends up doing, which is what are leading indicators of future retention. I'm curious if you've had success doing that. I find there's always these obvious things that you can't do much about to increase retention down the road and there's always this idea of building some ML model that's like anticipating retention based on some behaviors that someone takes. Have you had any experience, any success with those sorts of investments? I think one of the most common analytical failure modes is this pattern, which is our best users do X, so why can't we make other users do that same thing and then drive future attention. It almost never works that way because there's something unique about that customer and their experience which is driving it. And so these correlational exercises, I put very little weight in because I've rarely been able to move Bucket B into the better Bucket A, for example. So I think it's much more about understanding where the real drivers of value are, how to create that really good first round experience to prove to them. Awesome. And it's interesting that onboarding comes up a lot on these conversations, just the power of onboarding and how much effect that has down the road. To your point, people often want to increase retention by focusing on people about to turn and this is a great reminder that your biggest lever is early on when they're just experiencing for the first time.…

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