Jessy Hanley has led marketing and retention roles at Uber and Wag, and she's now leading similar efforts at a multi-billion-dollar global brand.

In this episode, Peggy Anne Salz and John Koetsier interview her to learn the secrets of retention in on-demand marketplaces, and she shares her insights on cohorts, peeling back the onion of what an app or service does, and much more.

TOPICS INCLUDE:

- segmentation via RFM: recency, frequency, and monetization

- the GREAT product lifecycle: greet, ramp, evolve, amplify, and treasure

- why you never just look at averages

- heart metrics and head metrics

- brand magnetism and it's impact on users & customers

- the happy path (for customers)

- and the unhappy path

... and much, much more!