Providing rich experience to the customer is the key to improve user engagement and enhance customer LTV

Surasit Sachdev

Surasit Sachdev On Mobile Marketing

How do you stay ahead of changes in mobile marketing?

I try to stay ahead of the change by studying the latest developments in the mobile marketing industry. Also, small real-time experiments and application of the latest theories at times help me to stay ahead of the curve. Understanding the theories and observing the practical implications is the key to improve along with constant monitoring of the performances.

What strategies work best to get quality installs?

Getting quality installs cannot be achieved by following the same strategies that other players in the market are carrying on. Every brand has to follow certain unique strategies, which are just the amalgamation of the different quality practices that they carry out regularly. However, the first step towards getting quality installs is to identify the right set of the target audience. Also, we need to understand the kind of messages that would get people to install our app and be satisfied with our service offering. Being in the food industry, the messages must be visually appealing to the users and that should meet the expectations of the customers.

How do I know if I am connecting you with the right customers?

I know I am connecting with the right customers by measuring a few KPIs like engagement level, time spent on the app, and if they are opting for the services. I also listen to the feedback from the customers to understand if they are satisfied with the service we provide. I take the positive reviews as compliments and negative feedback as a stepping stone to improve our offerings. For us the key KPI to look at is bookings/orders + repeat bookings/orders.

What are your thoughts about increasing customer LTV?

Businesses today stress more on the retention of their customers so that they buy again and again from them. I believe that customer LTV will only increase if they find our services valuable and they are able to connect with us regularly to share their preferences and interests. Providing a rich experience is the key to improve user engagement, which in turn, enhances the lifetime value of the customers. We do a lot of marketing automation in terms of creating a personalized journey for each customer with ongoing experiments to optimize it.

Why is it important to connect with users across multiple touchpoints?

Marketing communication in today’s world is not restricted to one or two channels as it was in the past. Your customers are spread across channels and devices, and you cannot wait for them to reach out to you first. Connecting users across multiple touchpoints give you an opportunity to create a first impression for your brand and help you to connect with your customers to have an engaging conversation at their convenience. Unless you have reach and engagement, you would be able to build a lasting relationship with your customers.

Meet Other Knights

Trends, insights or understanding their customers - these knights are powering the change

Felix Darmoko

Brand Manager & Overseas Business Manager

Megaxus Infotech

Know Felix Darmoko

Falahuddin Rachman

Senior Planning Executive


Know Falahuddin Rachman

Ardi Kemara Pradipta

Head Of Performance Marketing


Know Ardi Kemara Pradipta

Gandharva Kumar

Senior Growth Manager


Know Gandharva Kumar

Yustianto Tantama

Digital Marketing Manager


Know Yustianto Tantama

Rizky Dwi Putra

Performance Marketing Manager


Know Rizky Dwi Putra

Kishore Kumar Palakodeti

Marketing Manager

Classic Rummy (Openplaytech)

Know Kishore Kumar Palakodeti

Arian Vivaldi

Head Of Marketing


Know Arian Vivaldi

Naphaschaya Kanjanasomkid

Head of Performance Marketing

JD Central

Know Naphaschaya Kanjanasomkid

Victor Zimarev

Head of CPA Department

FinFalcon (Exclusive Partner - Olymp Trade)

Know Victor Zimarev

About Affle

Affle is a global technology company with a proprietary consumer intelligence platform that delivers consumer engagement, acquisitions and transactions through relevant Mobile Advertising. The platform aims to enhance returns on marketing investment through contextual mobile ads and also by reducing digital ad fraud. While Affle's Consumer platform is used by online & offline companies for measurable mobile advertising, its Enterprise platform helps offline companies to go online through platform-based app development, enablement of O2O commerce and through its customer data platform.

Affle India successfully completed its IPO in India on 08.08.19 and now trades on the stock exchanges (BSE: 542752 & NSE: AFFLE). Affle Holdings is the Singapore based promoter for Affle India and its investors include Microsoft, D2C (an NTT DoCoMo subsidiary), Itochu, Bennett Coleman & Company (BCCL) amongst others.

Mission Statement - 'Driven by passion, innovation and entrepreneurial commitment, Afflers create sustainable value for stakeholders globally, through our consumer intelligence marketing platform for consumer acceptable ads on connected devices'.