Our guest for today is Lisa Kennelly, CMO at Fishbrain – an app that hosts a community of more than 14 million anglers around the world.
Lisa heads the marketing team at Fishbrain and has been involved in building partnerships with offline and online channels to grow the app. In today’s conversation we talk about what inspired exploration of partnerships, how these can be sometimes actually more trackable than digital channels, the unique challenges of marketing a mobile app to a mostly-outdoor, mostly-offline audience, and the opportunity of introducing ecommerce revenue streams on top of subscriptions.
Enjoy this fascinating and wide ranging conversation!
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ABOUT LISA: LinkedIn | Fishbrain
ABOUT ROCKETSHIP HQ: Website | LinkedIn | Twitter | YouTube
KEY HIGHLIGHTS
⚙️ When to consider UA channels other than the regular digital channels
🧰 The many components of offline partnerships
🖼 How to make sure you’re working with the right partner
🧮 Product customizations that support partnerships
📝 Offline partnerships may be more trackable than digital channels
♛ How do you measure the impact of offline partnerships?
📗 How to ensure that your branding isn’t diluted through these partnerships.
🎞 How to distribute your investments among partners.
🔮 Ensuring that the messaging stays consistent.
⚓️ What inspired Fishbrain to add ecommerce on top of their subscription services?
🌉 How to modify your offerings according to seasonality.
KEY QUOTES
Look at where you can interact with your customers even if it’s B2B
They have to buy a fishing license in most of the United States. You have to buy a fishing license if you want to go fishing legally. So who controls that customer touch point? Can we be on that customer journey? So that, for example, is one partnership that we have, which is with Aspira, a company that provides the software that certain states and provinces use to sell fishing licenses. So we’re even several steps up in the customer journey the customer is not even aware of. This is purely on the B2B side.
Product customizations to support seamless partnerships
The product changes are to support the ease of the customer journey. So if I get an email via a partner, I should be able to tap on that link that will take me right to a custom page in the App Store, and then I’ll get a custom flow into the app. That’s kind of the level we’ve been focusing on. If a partner sends me this, I’ve never heard of Fishbrain before, I need to have some sort of touch points that are partner-specific. We’ve changed the splash screen in the onboarding, and maybe we set up some custom CRM. So in your first week, your onboarding emails, maybe all the content is the same, but the visual is branded a little different to make it fit the partner.
Is it important to make your links trackable?
Then just making sure those links are trackable, so we could easily do a standard either fishbrain.com/discount or something like that. But then if that gets spread everywhere, it’s a really good deal, that’s not great for us. So we think, how can we have individualized Firebase links that are connected to user IDs on the partner side? Because often in some of these partnerships, if we do have any kind of an agreement that if they send us X users and there’s money involved, we really need to track how many that is.
Other offline partnerships that were explored
Last season was the first time we did some radio and billboards, which was again hard to measure the impact of. The radio ads went on ESPN radio and satellite radio. We heard from every person we talked to in our target audience, they all heard the ad many times. Again, how does it translate to the bottom line, a little trickier.
The inspiration behind adding an ecomm layer to the app
We were just talking about how much money people spend on fishing gear, right? So if we’re thinking about revenue streams, and we say, there’s this much money being spent on fishing gear, we can certainly take some of that. While we love subscription revenue businesses, they can only grow to a certain extent, but there’s this opportunity for if you can integrate in the fishing gear experience into the social experience and within the app as well, it just seems like this opportunity, and it’s very relevant like, hey, if I’m going fishing, or if I’m looking in the app, and I see what somebody’s caught, and I want to see what they use to catch it, what rod, reel, bait etc. I can just buy it like that.
Validating an add-on service with your user base
We definitely did a lot of customer validation around integrating your fishing gear and that experience in the app. Another part of that is that people also want to and continue to want to be able to just track the gear they’ve used in the past. Like there’s that side of it. It’s just tracking what I use and then making it sellable for other people consuming it to see like, “oh, cool, I saw that I can buy it.”
How to tailor promotions according to seasonality
We shift the priority depending on the season. For example in Q4, when it was around Black Friday, Cyber Monday, then we put the shopping aspects first, because then also for most of our customers, it’s like not exactly the high season. So they’re more in the shopping phase than in the fishing phase. And so now as you go into the season, we’re still talking about it, we’re still doing commerce sales, we still highlight those benefits, but we’ve shifted a bit more into the utility social benefits. So it’s something we’ve learned over time, but we’re going back to what you said about making the brand new, consistent, we really tried to in all our messaging hit on “in the Fishbrain app, you can do this, this and this” and shopping is always part of those value propositions.
FULL TRANSCRIPT BELOWShamanth Rao
I’m very excited to welcome Lisa Kennelly to the Mobile User Acquisition Show – Lisa, welcome to the show.
Lisa Kennelly
Thanks for having me.
Shamanth
We’ve crossed paths digitally and I’ve certainly admired what you’ve done, a lot of which we’re going to talk about today, because you have very unique experiences in growing what to the outside world would look like a very niche subculture, if you will. I’m certainly very impressed by everything you’ve done to grow an app like Fishbrain, which you work with just now. Excited to dive into all of that today. One of the things that you mentioned was that you guys started to look at channels outside the direct-response-digital-channels: Facebook, Google etc. What inspired you and your team to start looking at distribution diversity at all?
Lisa
I think there’s two reasons for it. One is like everyone else in the mobile space, and even outside the mobile space, we’ve seen our acquisition costs going up. Some of that we can thank Apple for, some of that is just maturity of channels. But, at the end of the day, the bottom line is that it costs more to acquire users through digital channels than it used to. So of course, we’re always looking at how we can improve our customer acquisition cost. And how can we increase LTV balancing those two things together. We needed to find more cost effective alternatives to acquisition in addition to the digital ones we’re using, but also because Fishbrain is in the fishing space in the outdoor space, being purely online just felt like missing so much of our potential market.
Because if you go fishing, you have to do that outside. Other companies in the fishing industry, of course, they’re online, but you know, they still use a lot more out of home channels like radio, TV, billboards, print, all of those things are still quite commonly used in our space. And some of them need to be out of home, because like you are outside. So trying to think where our potential audience is? And how can we meet them where they’re used to seeing advertisements for other types of fishing products. So that was the other reason. So it’s both an audience fit thing as well as a cost effectiveness thing.
Shamanth
Intuitively, that just makes sense. If they’re going fishing, they’re not going to be sitting at the computer and browsing Facebook all day long. Obviously we will talk about some of the different directions your offline efforts took, but I know one of the big directions was offline partnerships. So tell us what offline partnerships look like for Fishbrain? And could you give some examples?
Lisa
Offline is a little bit of a misnomer, because we’re still directing them online. But yeah, we’re not partnering with Facebook, we’re partnering with other organizations in the fishing industry. We think about all the different touch points that our potential customer or angler has.
Well, they have to buy a fishing license in most of the United States. You have to buy a fishing license if you want to go fishing legally. So who controls that customer touch point? Can we be on that customer journey? So that, for example, is one partnership that we have, which is with Aspira, a company that provides the software that certain states and provinces use to sell fishing licenses. So we’re even several steps up in the customer journey the customer is not even aware of. This is purely on the B2B side.
When someone buys a fishing license, how do you make sure they get the most out of that fishing license so that they buy it again? Because that’s how the states get their revenues from people buying a fishing license. So from the state’s perspective, they want you to buy one every single year. Okay, well, hey, if we can provide you with an app like Fishbrain that makes fishing a more positive experience – you can go someplace where you’re more likely to catch a fish, we bundle it in with your fishing license sale, or giving you a discount on Fishbrain Pro as a perk of buying a fishing license from the state. It’s a win-win for everyone involved.
Customers are happy, the state is happy and we at Fishbrain are happy because we’re reaching customers in different ways. So that’s an example of one type of partnership we have. We are also having a lot of conversations to partner with all the different US states directly. And that’s usually like their Fish and Wildlife Commission or whoever’s responsible for fishing in the state. And that can be like – let’s do a mutual thing where you mention Fishbrain when you email all of your fishing license customers, or maybe they get a deal on Fishbrain Pro. And for us, we’re just pretty happy that we get exposure there. It’s a marketing channel for us.
I think the other part is, how do you measure if this is working? So far, right now, we are still very much testing a bunch of different types of these partnerships. So we’ll see how well they work. Like it could be that email marketing, that’s the trigger or, no, it’s only banner ads on a state website, or we don’t know yet. But we’re just seeing if we think of all these different communication channels that these potential partners have for us, and we view those as channels there’s a lot of opportunity there. Let’s throw some tests at it and see what works, and then we’ll scale it up.
Shamanth
I think that makes a lot of sense. When you talk about licenses, everybody that goes fishing should have to buy those. So that intuitively makes a lot of sense. And of course, if you’re partnering with the local bodies to promote your app, I think that makes a lot of sense. Are there specific boxes that you’re looking for a potential partner to check? And just to back up, the reason I asked is, as you said, this is a primarily offline space, if you will, the partner still has to promote you guys as a very digital product. So are there specific boxes that a partner has to check that you look for, or specific criteria that you look at to say, this particular entity/body could be right or maybe not?
Lisa
We’re trying to be pretty open minded, because we just don’t know what will work and what won’t work. At the same time I’m looking for a level of scale. If it’s a very small organization, then the amount of resources we put in to do the partnership isn’t really worth the potential results. So looking at some level of scale, obviously there’s a brand fit, making sure that it’s something that fits us. We could go down in size, if it’s more of a conservation related or NGO type partner, which is another kind of partnership we’re looking at now. So we’re happy to partner with a smaller organization that’s doing something around saving a specific fish species in a specific area. So then that’s something we want to support anyway. Another thing we look at is in the way the partnership is set up, it’s not like we’re going to go zero. We spend a little bit to make some of these partnerships work. If it’s like – “we want to white label Fishbrain for you” that’s not gonna happen.
Shamanth
Which brings me to my next question, it’s not always plug and play right? It’s not like you do a deal and get it going. There has to be product changes, product customization to support a lot of these. Can you share examples of what a product change and a product customization could look like?
Lisa
What we’ve done with the partnership so far is, the product changes are to support the ease of the customer journey. So if I get an email via a partner, I should be able to tap on that link that will take me right to a custom page in the App Store, and then I’ll get a custom flow into the app. That’s kind of the level we’ve been focusing on. If a partner sends me this, I’ve never heard of Fishbrain before, I need to have some sort of touch points that are partner-specific. We’ve changed the splash screen in the onboarding, and maybe we set up some custom CRM. So in your first week, your onboarding emails, maybe all the content is the same, but the visual is branded a little different to make it fit the partner. So those are some of the changes we’ve made.
Then just making sure those links are trackable, so we could easily do a standard either fishbrain.com/discount or something like that. But then if that gets spread everywhere, it’s a really good deal, that’s not great for us. So we think, how can we have individualized Firebase links that are connected to user IDs on the partner side? Because often in some of these partnerships, if we do have any kind of an agreement that if they send us X users and there’s money involved, we really need to track how many that is.
And then of course, the other reason you want to track that is we want to see our performance. So if we can see that a partner could get us a million downloads but if none of them are active, and none retain, then that didn’t work versus maybe it was a really small partnership but wow, they are our strongest users. They’re logging catches all the time, they’re inviting friends, how do we get more into that?
Shamanth
So, seeing it in a certain light, this could actually be more trackable than digital channels. Right?
Lisa
That is an unsung benefit. Of course, we don’t know all the attribution flow, and I do have the expectation that if we’re getting this level of exposure through different organizations, it should improve our customer acquisition costs, because we’re getting just like more awareness. Maybe no one ever converts in the audience of the partner, but they’ve gotten five emails with our brand in it from the partner. So that’s also kind of unquantifiable. In theory, these links are unique to you, they should be trackable, which would be a nice change from some of the digital channels.
Shamanth
I know and I certainly did think about that. And you talked briefly about attribution via links. You also said there’s the branding benefit. If they get an email with Fishbrain mentioned, they’re five times more likely to buy a pro subscription. How would you measure something like that? How would you justify investment of time, effort and potentially money into a partnership like this, if there isn’t that sort of very direct benefit that can be tracked?
Lisa
I think, going back to what is our criteria for looking at a partnership, we’re trying to look at partnerships where we are able to do something as trackable as possible to an extent and then maybe the smaller ones where we can’t track it. But if it’s a no money partnership, where we’re sponsoring an organization that’s really good in the conservation space, or is really helping something we believe in, then I don’t need to track every single dollar because it was only $500 or something. And it’s a little bit of a gray area. Otherwise, I guess that overall, we will expect over time to see our acquisition costs go down as a result of these efforts. I do also plan to do some kind of survey after the fishing season around general brand awareness, and also “how did you hear about us?” I think it’d be very interesting to compare, vs. how did you hear about us?
Shamanth
I have seen at least a couple of apps use that kind of survey. And that definitely lets them attribute much better than Apple and Facebook.
Lisa
The classic example is, in those surveys, you include an example of a channel you’re definitely not using and see how many people pick it.
Shamanth
That’s happened. You gave us some examples of these partnerships and oftentimes, I imagine these organizations are somewhat big. And let’s just say this one person who’s a decision maker signs off on the partnership. Let’s just look at the licensing company, as an example. So somebody’s signing off on the partnership but somebody else has to actually manage the communication to whoever buys the license, somebody else has to send out that email, maybe that’s a completely different team altogether, that you haven’t been talking to at the point of time when the deal is being made. So how do you ensure the Fishbrain brand is being communicated the way it should be? Obviously, there’s the brand, but also the nitty gritty, like the links getting transmitted, the messaging is what you want it to be. So how do you ensure the end user sees what you want them to see?
Lisa
Some definite learning with these partnerships as we’ve been going forward is that they really turn into cross team projects. So maybe at the top that CEO, COO shake hands sign the contract, and it’s like, cool, we’re done. And then it flips to the operational side of things. So then it’s realizing we need to pull in a team, almost like you’ve got a project leader, and that can be myself or somebody else on the team. You need to have marketing representatives, product representatives, tech representatives that’s on our side as well as the partner side.
So we have to have pretty regular teams with the partner, as we’re setting up, once or twice a week, making sure we’re all aligned on those things. So we’ll send them some screenshots or a test version of our app flow. If they feel it’s off brand we’ll say, show us your email that you’re going to send out to people. So far, my experience has been quite good collaboration, because in both of these partnerships we look for some things that are pretty mutually beneficial. It’s in everyone’s interest that everything is on brand, and we are all supporting those goals.
It’s a lot of project management, for sure and that’s been something we’ve looked at, I think, as a company going forward. If we are investing more on these kinds of distribution partnerships, where do we need to scale up resource wise in terms of personnel? Do we need more project managers for partnerships? It could be: do we need people on the product team just working on partnerships? Or is it like, once we’ve built it the first time we can replicate the model pretty effectively? I don’t know.
Shamanth
Yeah and as you mentioned, I think you notice and realize that there are a lot more tasks and projects involved with just coordination. I can imagine and I can relate to some of that because I was part of an M&A. We were a very small team, we were absorbed by a big company. Previously we could just walk over to our teammates on the other desk and now we had to find a point of contact in the bigger company, have basically a project management flow which is hugely helpful, but it’s just that we needed to learn all of that, just because that needed to be a different workflow altogether.
I know you briefly also mentioned other offline channels, other than partnerships. Tell us about what offline advertising channels you’ve used, and how they’ve been used.
Lisa
Last season was the first time we did some radio and billboards, which was again hard to measure the impact of. The radio ads went on ESPN radio and satellite radio. We heard from every person we talked to in our target audience, they all heard the ad many times. Again, how does it translate to the bottom line, a little trickier.
This year in terms of the partnership sponsorship, that gray area between the two of those, we’re doing a few of those where a fishing influencer who also has a local TV or radio show. So we’re going to be the title sponsor of that. And we know we’ll have a code on their website. So it’ll be like TV with also a quick online component. So that’s one thing we’re trying out a bit more now.
Shamanth
And it sounds like you have a code that will hopefully let you attribute.
Lisa
We’re testing a QR code.
Shamanth
In terms of understanding how much to invest in these channels, how does that decision get made? Is this like a percentage of budget, depending on your performance, as tracked by the code, how does that typically work?
Lisa
It’s quite a bunch of different ones. Because we set aside some budget around partnerships. Then I look at the potential reach of this, we are a sponsor on this TV show, which has this much viewership, and we get this much conversion rate, like that seems like a reasonable thing. So we can do that on an individual basis.
When it comes to maybe a bigger partnership how do we decide to invest in that? Again looking at what’s the potential return. At the end of the day, if it’s focused on distribution, we can see this kind of interest in many people and here’s a way to make it work. And if it’s this conversion rate – we always go for a very conservative conversion rate, I would say, then, okay, this seems worthwhile to invest. But we’re definitely not at the point where I would be comfortable throwing a large amount of money at any kind of untested distribution channel. But anyway, it’s always a testing small thing, and then scale it up. So yeah, everything is really like, let’s do the smallest test we can to validate this and then scale it up.
Shamanth
That makes a lot of sense. In parallel with radio, with partnerships and offline channels, you guys are still obviously continuing to do performance ads on digital. How does the messaging and creative strategy for the digital channels differ from the non digital channels?
Lisa
We do our best to keep it consistent, because that is important. If we think of these as all different touch points in the customer journey, and I’m very much hoping and expecting that anyone see who sees about Fishbrain, whether it’s through a partner email, or hears it on a radio or sees on a billboard, that they also have seen 10 different Facebook and Instagram ads as well. That messaging and the brand should be consistent across all of those. So they all know it’s the same brand, they’re getting the same message. It’s the same internal branding creative team that’s working on all those different creatives that we produce for any channel. So we have a pretty strong, I would say, understanding of what our brand is, what our messaging is, and do our best to keep it consistent.
Shamanth
Sure. And you know, that certainly makes a lot of sense that what you said about, you know, everyone’s seeing the ads in multiple places, multiple spots. And also there’s a very, very specific kind of user you’re looking at, it’s not like a mass market product. So if they’re being targeted by radio, Facebook’s algorithm has them as a strong potential user as well.
Lisa
Although that is 50 million people that go fishing in the US every year. So it’s not that small. I mean, maybe not all of them are exactly our target customers. But you know that’s a lot of them.
Shamanth
Yeah, that’s like 15% of the US population. During the research for this episode, I think I read that fishing is a hobby that has the highest per capita spending.
Lisa
We like to say it’s the biggest hobby in the world. It’s the biggest in terms of spend but in terms of participation I think it’s more running. There’s a lot of fishing gear you need to buy and people like to spend money on fishing gear.
Shamanth
Yeah. As some folks outside of that world, it’s hard to conceptualize, because somebody like me who’s just lived in cities, probably finds it hard to conceptualize that. But certainly makes sense, even when you realize exactly how big the United States itself is.
Lisa
And you can go fishing in a lot of cities.
Shamanth
Oh, I didn’t know that.
Lisa
We have tons of catches that are logged in Central Park in the middle of New York City.
Shamanth
I’ve lived in New York for a little bit of time. Certainly, I’ve seen some folks out there. So I think that now that you mentioned it, I can completely understand. You know, just to do a bit of a hard right turn, what I also find fascinating about what you guys do is, obviously you guys are subscription based. But you also have an ecommerce layer on top of the subscription, where people can buy fishing gear and products. Can you tell us what inspired the addition of this on top of the subscription there?
Lisa
We were just talking about how much money people spend on fishing gear, right? So if we’re thinking about revenue streams, and we say, there’s this much money being spent on fishing gear, we can certainly take some of that. While we love subscription revenue businesses, they can only grow to a certain extent, but there’s this opportunity for if you can integrate in the fishing gear experience into the social experience and within the app as well, it just seems like this opportunity, and it’s very relevant like, hey, if I’m going fishing, or if I’m looking in the app, and I see what somebody’s caught, and I want to see what they use to catch it, what rod, reel, bait etc. I can just buy it like that. It does make sense within the whole customer journey.
If you think about the equivalent of shopping for clothes, if you see someone in Instagram or a fashion app, you’d want to just buy what they’re wearing, you want to buy what someone’s using to fish. So strategically, you can see why it makes sense. It’s been something we’ve been implementing over the last three years and growing that on the side, it’s definitely a much smaller part of our revenue right now. But it’s coming along.
Shamanth
I think that makes so much sense. Because obviously, that’s contextually relevant right there during their experience, but also, as you said people spend a lot of money on their fishing gear, and with subscription, you’re basically capping the revenue, because everyone pays the same thing. Whereas with e-commerce hopefully people that are much more price elastic have the opportunity to spend more.
There’s certainly some very similar behavior we see in a lot of free to play games, because we don’t want to adopt subscriptions because if we do any kind of subscription, then we’re going to not let the high paying whales spend what they’re truly willing to pay. And I’ve certainly been astonished by the 10s of 1000s of dollars that individual people pay in free to play games. And given fishing is much more of a luxury sport, at least to an outsider it appears to be so, I can totally imagine people spending.
Lisa
Certainly you can spend time and money on fishing, but you can also spend quite little on fishing. I would say it’s really quite a broad range. But I mean, you can absolutely spend a lot.
Shamanth
That’s true. My broader point was that if you can spend $10,000 on a virtual skin in a game, you clearly have the ability and willingness to be spending that kind of money on something real and solid, like fishing gear.
Lisa
Or a kayak or a boat. There’s some huge big ticket items in fishing.
Shamanth
Staying on the theme of ecommerce offering. Like you said, it was in place about three years ago. I would imagine that folks who were early users of the app were accustomed to using it as a subscription product, almost like a social network, wouldn’t expect to see an ecommerce offering in the app. So when you guys were planning to introduce the ecommerce offering did you guys contemplate that? That could be a bit of a backlash that people could say, oh, I came here to socialize not to be sold to. Did you think about that kind of backlash? How did you validate that this is something that could work?
Lisa
We definitely did a lot of customer validation around integrating your fishing gear and that experience in the app. Another part of that is that people also want to and continue to want to be able to just track the gear they’ve used in the past. Like there’s that side of it. It’s just tracking what I use and then making it sellable for other people consuming it to see like, “oh, cool, I saw that I can buy it.”
So there’s additional benefits to sort of integrating fishing gear within the app, that were not just ecommerce ones. I think definitely it was something we needed to validate. It hasn’t been totally smooth of integrating it, because it is quite a different experience. We still do most of our sales through the web right now. So it varies. It’s anywhere between maybe 10 to 20% of the sales of our commerce come from the app, and the rest is from the web. Because there’s a lot going on in the app.
We still have some work to do to really integrate that customer experience. But we continue to work through it because it’s based on social commerce, which we really do believe in. So we are getting there. I think it’s definitely a different customer expectation. But we do see that the users who are pro subscribers are the ones who spend the most in the app and have the highest earning value and have the best returning customers. So there’s definitely something there. But it’s still a relatively small scale compared to where we want it to be.
Shamanth
Right. Out of curiosity, in your performance marketing, or brand marketing, is there a lot of emphasis now on the commerce layer? Or is this more on the community on the app itself?
Lisa
It’s a good question. We do talk about all the facets of it, but we shift the priority depending on the season. For example in Q4, when it was around Black Friday, Cyber Monday, then we put the shopping aspects first, because then also for most of our customers, it’s like not exactly the high season. So they’re more in the shopping phase than in the fishing phase. And so now as you go into the season, we’re still talking about it, we’re still doing commerce sales, we still highlight those benefits, but we’ve shifted a bit more into the utility social benefits. So it’s something we’ve learned over time, but we’re going back to what you said about making the brand new, consistent, we really tried to in all our messaging hit on “in the Fishbrain app, you can do this, this and this” and shopping is always part of those value propositions.
Shamanth
Right, and since you mentioned that there’s seasonality, clearly people are not going to be fishing around Christmas. I’m curious if and how that impacts the media planning in terms of the investment in digital or offline channels? How does that impact?
Lisa
So our spending curves are almost this big bump of land, at the beginning of the year, it’s maybe lower, and we start to ramp it up and we do the max of our spend in the spring and summer months. And then similarly there with our commerce focus spend that’s on the inverse. And so much of that spend is really in Q4. But of course, we’re spending all the time. But yeah, we definitely fluctuate it, depending on the season. Because there’s going to be more demand at certain times of the year, but also more competition. So you know, there’s a lot of things to consider.
Shamanth
Excellent Lisa, I think we’ve covered so much ground, so much of which I had no idea about, certainly very interesting. It’s been a learning experience for me, and I’m sure it will be the case for our viewers and readers as well. This is perhaps a good place for us to start to wrap. But before we do that, could you tell folks how they could find out more about you and everything you do?
Lisa
So probably LinkedIn is the best way to find me. If you’re interested in Fishbrain, you can check out fishbrain.com or just search Fishbrain in the App Store or the Play Store.
Shamanth
We will link to all of that in the show notes. But for now, thank you so much for being on the show. It’s been an honor.
Lisa
Thanks a lot for having me. It’s been fun.
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