自我学习客户营销
我很少有真正令人愉悦的客户体验。最近我开始思考，为什么会这样……
当我还没准备好购买时，我会被推销产品；我收到的邮件中有我根本不会使用的功能；而当我遇到问题时，几乎找不到人可以沟通。这种情况总让我觉得很奇怪。
但作为曾在大型品牌工作过的人，事实是大多数公司并不知道何时以及如何与客户沟通。他们依赖于一套混乱的、相互矛盾的事件和触发机制来吸引客户，却没有上下文。
我最近开始从事一个项目，旨在解决这个问题，通过从各个渠道提取客户事件，从事件序列中提取重要时刻，并根据特定上下文触发正确的互动，同时不断学习客户所重视的内容以及如何最好地与他们互动。
以下是一个电子商务的例子（虽然这适用于任何类型的品牌）：两个客户在结账时放弃了购物车。客户1在结账时遇到了错误，感到沮丧并离开了，而客户2则只是进行了一次普通的会话。
如今，公司对这两个客户的处理是一样的，24小时后只发送一个折扣码，而实际上你应该调查客户1的问题，并告知他们问题已经解决，以便他们可以完成交易。
我将这些促使客户做出X与Y选择的事件序列称为“时刻”。我的论点是，你可以发现这些时刻，并围绕它们设计客户互动，从而创造出令人愉悦的体验，让客户感受到超出预期的关怀，这将提升收入、客户留存率和客户推荐度。
我很想听听有经验的人对这个问题的看法。
你可以在 https://booly.co 关注我的旅程。
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I rarely have a customer experience that genuinely feels delightful. Lately I've started to wonder why that is...
I get up sold on products when I'm not ready to buy, I receive emails about features I'd never use, and when I want have an issue it's impossible to find someone to talk to. This dynamic always struck me as weird.<p>But having worked for large brands, the truth is that most companies have no idea when and how to talk to their customers. They rely on a messy web of conflicting events and triggers that engage customers without context.<p>I’ve recently started working on that tries to fix this, by pulling customer events from every channel, derive important moments from sequences of events and trigger the right engagement based on your specific context, all while continually learnig what's important to customer and how to best engage them<p>Here's how this works in an e-commerce example (although this works for any type of brand): 2 customers may have abandoned their cart at checkout. Customer1 got an error during checkout, got frustrated and moved on, Customer2 just a regular session.<p>Today companies treat these 2 customers the same and just send a discount code after 24h when in reality you should investigate customer1's issue and let them know it was fixed so they can complete their transaction<p>I call these sequences of events that drive customers to do X vs Y, "moments". My thesis is that you can discover these moments and design customer engagement around them to build delightful experiences that feel like you're going above and beyond, tailored to the customer which improves revenue, retention and advocacy.<p>I would love to hear from anyone that has experience with this problem.<p>You can follow my journey at https://booly.co