E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko

CHURN FM

Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI.

In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges.

We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem.

We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth.

Mentioned Resources

• Scale AI
• Substack
• Respeecher
• Reface
• Quokka
• Bird
• Etsy
• Panel AI
• Superhuman
• Gaurav Vohra
• Uber
• Lyft
• LIME AI
• Hotjar

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapters

1. E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko (00:00:00)

2. Introduction to Ruslan Nazarenko and Scale AI (00:02:04)

3. Lessons from Quokka: Retention Through Engagement (00:05:05)

4. Marketplace Retention Challenges at Scale AI (00:08:21)

5. Strategies for Dormancy and Reactivation (00:11:46)

6. Balancing Quality with Engagement in Marketplaces (00:18:04)

7. Importance of Iteration and Customization in Growth (00:21:41)

8. The Role of Culture in Driving Growth (00:31:21)

9. Key Takeaways on Building a Resilient Marketplace Workforce (00:39:24)