Graham Brown of mobileYouth discusses 5 key insights into what drives youth churn and how mobile operators can address it. We also look at Operator X who reduced youth churn by 45% implementing a few simple measures. Get my youth churn tips at http://bit.ly/youthchurn

1. Why do youth churn and what can you do about it? FLICKR PAOLO_SIGNORINI GRAHAM BROWN YRP UK BENJAMIN LEIS YRP USA mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

2. 5 Key insights into why and how youth churn One case study example of how to fix it PIC FLICKR KATIE_TEGTMEYER What are you going to learn today? mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

3. Stick Around for Access to my FREE tip sheet “Top 10 Tips on how to reduce Youth Mobile Churn” Link at end of presentation PIC FLICKR KATIE_TEGTMEYER What are you going to learn today? mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

7. Two Drivers of Churn Pull & Push PIC FLICKR BRUCELEY mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

8. How one operator reduced youth churn by 45% with 2 simple measures PIC FLICKR CARLO_NICORA mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

9. Nokia Youth Webinar by Youth Research Partners presented by Graham Brown and Ben Leis View the webinar www.YouthResearchPartners.com PIC FLICKR SHAVAR_ROSS mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

10. Nokia Youth Webinar by Youth Research Partners presented by Graham Brown and Ben Leis View the webinar www.YouthResearchPartners.com mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

11. Two Drivers of Churn Pull & Push PIC FLICKR BRUCELEY mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

12. Churn Push: Pain Points PIC FLICKR MELLYJEAN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

13. Back to the 2 key drivers: Significance. When you make them feel insignificant PIC FLICKR CHAPENDRA mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

14. YOUTH CHURN INSIGHT #1 Youth will tolerate most inconveniences about their network – price, handsets etc but NOT being made to feel insignificant FLICKR GWEN_MAHURIN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

15. Pain points drive churn not offers FLICKR PAOLO_SIGNORINI mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

19. YOUTH CHURN INSIGHT #2 Youth follow their friends not offers. Offers justify the decision rather than initiate it FLICKR GWEN_MAHURIN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

20. Churn Pull: Friends PIC FLICKR HEN3K HEN3K mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

21. Youth don’t switch because they want to, they switch because their friends want to PIC FLICKR LAURENV. mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

30. YOUTH CHURN INSIGHT #3 As with marketing and activation, Churn is about leaders and followers. Multipliers are key to managing churn rates FLICKR GWEN_MAHURIN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

31. Churn average: Super Multipliers 20+ friends a year Multipliers 8.5 friends a year PIC FLICKR LILIVANILLI mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

32. YOUTH CHURN INSIGHT #4 Churn is ever-present: Most of your young customers are considering leaving you at any given time FLICKR GWEN_MAHURIN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

33. Revealed insights 52% of your customers are thinking about switching in next 3 months mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

36. Case Study Operator “X” PIC FLICKR KATIE_TEGTMEYER mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

37. 54% annual churn rate on Campus Micro project of 200 students PIC FLICKR KATIE_TEGTMEYER What was the problem? mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

38. YOUTH CHURN INSIGHT #5 Customer Service Department didn’t feature in their Operator Relationship FLICKR GWEN_MAHURIN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

39. 83% didn’t use customer service Used Google, Friends instead PIC FLICKR KATIE_TEGTMEYER What do you do when you want something fixed? mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

40. 51% BBM 42% FnF Plans PIC FLICKR KATIE_TEGTMEYER What kind of churn pressures in last 6 months? mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

42. Churn Solution? 1) Youthsourcing 2) Fanspotting PIC FLICKR _AMBROWN mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

43. Elite FnF Plan Co-created Microsites to manage customer service PIC FLICKR KATIE_TEGTMEYER Details of Case Study in newsletter mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

44. = NO CHANGE Details of Case Study in Full Powerpoint (Full Details in the Newsletter) mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

45. Details of Case Study in Full Powerpoint (Full Details in the Newsletter) = REDUCE 45% mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

46. http://bit.ly/youthchurn PIC FLICKR KATIE_TEGTMEYER More Insights in my Free Newsletter: Top 10 Tips to Reduce Youth Mobile Churn By Graham Brown mobileYouth Youth Research Partners mobileYouth @ The Young Ideas Salon twitter: grahamdbrown www.mobileYouth.org

47. Download Charts, Data and Stats on Youth Mobile Culture http://www.MobileYouthReport.com