Meeting Title: Customer I.O. Data Sync Date: 2025-09-02 Meeting participants: Judd Kuehling, Henry Zhao
WEBVTT
1 00:01:20.160 ⇒ 00:01:22.200 Henry Zhao: It’s like a really… it’s actually a really good.
2 00:01:22.960 ⇒ 00:01:24.540 Henry Zhao: Hey, Chad, how’s it going?
3 00:01:24.680 ⇒ 00:01:25.320 Judd Kuehling: Right on.
4 00:01:26.020 ⇒ 00:01:27.360 Henry Zhao: Can you hear me okay?
5 00:01:27.360 ⇒ 00:01:27.900 Judd Kuehling: Yep.
6 00:01:28.220 ⇒ 00:01:28.919 Henry Zhao: Alright, cool.
7 00:01:30.400 ⇒ 00:01:35.820 Henry Zhao: Alright, we’ve got quite a few things to go over, so let’s just do it one by one.
8 00:01:36.870 ⇒ 00:01:48.250 Henry Zhao: First, I would say there was something that, Robert asked me about, I just wanted to double check with you. This message from Katie Sullivan, that shouldn’t have anything to do with the data that I’m putting into Customer I.O, right?
9 00:01:50.330 ⇒ 00:01:51.289 Henry Zhao: It has nothing to do with…
10 00:01:51.290 ⇒ 00:01:53.540 Judd Kuehling: There was a mis… there was an error somewhere.
11 00:01:55.920 ⇒ 00:01:57.419 Henry Zhao: I was focused on navigating.
12 00:01:57.600 ⇒ 00:02:02.779 Henry Zhao: I guess you can… I guess we can look at this person. 248702…
13 00:02:02.780 ⇒ 00:02:03.940 Judd Kuehling: Yeah.
14 00:02:04.250 ⇒ 00:02:05.270 Henry Zhao: Let’s look at it together.
15 00:02:05.270 ⇒ 00:02:07.080 Judd Kuehling: of these in the last few days.
16 00:02:07.080 ⇒ 00:02:10.610 Henry Zhao: And they get the whole family deployed by this other…
17 00:02:10.870 ⇒ 00:02:13.820 Judd Kuehling: But they were related to the data fields
18 00:02:14.510 ⇒ 00:02:16.820 Judd Kuehling: We were using, that you gave us.
19 00:02:16.820 ⇒ 00:02:22.709 Henry Zhao: Let me get their… See, let me, let’s look at it together. Bath order completed.
20 00:02:23.910 ⇒ 00:02:26.040 Henry Zhao: Order completed…
21 00:02:30.110 ⇒ 00:02:36.690 Henry Zhao: Where… order number… goes Eden… Two words, I’m not seeing it.
22 00:02:37.260 ⇒ 00:02:38.289 Henry Zhao: I should take it.
23 00:02:40.140 ⇒ 00:02:42.049 Henry Zhao: And then I go into Customer I.O,
24 00:02:42.380 ⇒ 00:02:45.310 Henry Zhao: Which, by the way, were you able to look at that,
25 00:02:46.160 ⇒ 00:02:50.040 Henry Zhao: That new attribute, it seems to be… it’s working fine.
26 00:02:51.570 ⇒ 00:02:52.000 Judd Kuehling: Yeah.
27 00:02:52.530 ⇒ 00:02:58.680 Henry Zhao: So this person only has the glutide, which is weird. So, like, if it was from my data, it shouldn’t have ever gone to Tuzepatide.
28 00:02:59.070 ⇒ 00:03:04.659 Judd Kuehling: Yeah. I don’t think it was from the… well, it definitely wasn’t from the… One that you did recently.
29 00:03:06.410 ⇒ 00:03:09.469 Henry Zhao: But it shouldn’t have anything to do with any of the data.
30 00:03:09.470 ⇒ 00:03:10.170 Judd Kuehling: Yeah.
31 00:03:10.350 ⇒ 00:03:15.279 Henry Zhao: Somehow… Let’s just look into it to make sure that… because this name does sound familiar.
32 00:03:17.420 ⇒ 00:03:18.220 Henry Zhao: Weird.
33 00:03:19.230 ⇒ 00:03:20.220 Henry Zhao: Hold on here.
34 00:03:27.200 ⇒ 00:03:29.649 Henry Zhao: Dang it.
35 00:03:32.030 ⇒ 00:03:33.800 Henry Zhao: Full name?
36 00:03:34.970 ⇒ 00:03:36.579 Henry Zhao: Who wrote a full name like this?
37 00:03:40.130 ⇒ 00:03:41.440 Henry Zhao: Alright, let me find their email.
38 00:03:41.870 ⇒ 00:03:45.280 Judd Kuehling: Yeah, you can… you can search by e… .
39 00:03:46.160 ⇒ 00:03:49.189 Henry Zhao: I needed one more second of patience, and I would have gotten to email.
40 00:03:49.660 ⇒ 00:03:52.499 Henry Zhao: Because this email does look familiar to me, so it’s kind of weird.
41 00:03:55.910 ⇒ 00:03:58.580 Henry Zhao: So they had a Zendesk ticket 160 days ago.
42 00:03:59.230 ⇒ 00:04:08.220 Henry Zhao: So we get to knock two birds out with one stone, this is the new field, okay? So, if they’ve closed a ticket, that’s gonna be how many days since the last closed ticket, and if it’s zero, they have an open ticket, okay?
43 00:04:08.420 ⇒ 00:04:09.090 Judd Kuehling: Okay.
44 00:04:10.220 ⇒ 00:04:11.789 Henry Zhao: Any questions on that, though?
45 00:04:11.980 ⇒ 00:04:20.220 Judd Kuehling: No, I just got an answer, but I haven’t read it yet, regarding the, open versus…
46 00:04:21.450 ⇒ 00:04:28.820 Judd Kuehling: She says, we solve a ticket when the issue is resolved, and then Zendesk auto-closes permanently. There are no responses in the next 4 days.
47 00:04:29.660 ⇒ 00:04:32.769 Judd Kuehling: So for these purposes, they’re both closed.
48 00:04:33.080 ⇒ 00:04:34.030 Henry Zhao: Okay.
49 00:04:34.030 ⇒ 00:04:34.360 Judd Kuehling: Yeah.
50 00:04:34.360 ⇒ 00:04:41.880 Henry Zhao: then whatever I put is working, then. So right now, it’s just running, it’s in progress. Once it’s done, I’ll let you know, and you should be able to use it. And it’ll run every 6 hours.
51 00:04:42.280 ⇒ 00:04:42.880 Judd Kuehling: Okay.
52 00:04:43.210 ⇒ 00:04:43.870 Henry Zhao: Okay?
53 00:04:44.100 ⇒ 00:04:45.730 Henry Zhao: I think every 6 hours should be fine.
54 00:04:46.130 ⇒ 00:04:46.640 Judd Kuehling: Yeah.
55 00:04:47.150 ⇒ 00:04:50.850 Henry Zhao: Yeah, we don’t need… this is a pretty heavy one, we don’t need it, like, every hour, I don’t think.
56 00:04:51.130 ⇒ 00:04:51.970 Judd Kuehling: Yeah.
57 00:04:52.400 ⇒ 00:04:55.010 Henry Zhao: But there’s also that… not that many Zendesk tickets peering.
58 00:04:55.950 ⇒ 00:04:56.510 Judd Kuehling: Nope.
59 00:04:56.930 ⇒ 00:05:01.499 Henry Zhao: Does the unsubscribed affect anything? Like, should they not be getting emails because they’re unsubscribed?
60 00:05:03.050 ⇒ 00:05:09.810 Judd Kuehling: Yeah, so… That’s the tricky part about… We’re using, like,
61 00:05:10.380 ⇒ 00:05:16.190 Judd Kuehling: Our marketing emails and, like, our transactional emails are all kind of flowing through the same
62 00:05:16.390 ⇒ 00:05:23.709 Judd Kuehling: you know, user, like, IP, essentially, so if they unsubscribe, they might not be getting those emails, but that…
63 00:05:24.950 ⇒ 00:05:30.070 Judd Kuehling: Must have happened afterwards, because… And I can look at it from the queue, but…
64 00:05:32.080 ⇒ 00:05:34.280 Judd Kuehling: I don’t think they would have gotten that email.
65 00:05:36.520 ⇒ 00:05:39.019 Judd Kuehling: We were unsubscribed in the first place.
66 00:05:56.390 ⇒ 00:05:57.189 Henry Zhao: Got it.
67 00:06:19.940 ⇒ 00:06:22.979 Henry Zhao: What does Tigran do, by the way? I don’t actually know who that is.
68 00:06:23.290 ⇒ 00:06:26.270 Judd Kuehling: He’s, like, a project manager now.
69 00:06:26.350 ⇒ 00:06:30.269 Henry Zhao: Oh, okay. You know, I’ll be working a lot with marketing now. Basically, like…
70 00:06:30.270 ⇒ 00:06:34.179 Judd Kuehling: managing the Monday boards, and kind of project managing, kind of, tickets.
71 00:06:34.800 ⇒ 00:06:35.950 Henry Zhao: Okay. Bye.
72 00:06:35.950 ⇒ 00:06:40.390 Judd Kuehling: internal… Tickets that…
73 00:06:41.000 ⇒ 00:06:46.900 Judd Kuehling: Right? We’re sending to legal and creative and… development.
74 00:06:46.900 ⇒ 00:06:49.280 Henry Zhao: He’s… got it. He’s like, you guys is Amber.
75 00:06:50.000 ⇒ 00:06:51.860 Judd Kuehling: Yeah, sure.
76 00:07:13.220 ⇒ 00:07:17.189 Judd Kuehling: So… Trying to find this.
77 00:07:18.710 ⇒ 00:07:25.040 Judd Kuehling: one that you’re looking at, that I could look at… Right.
78 00:07:26.120 ⇒ 00:07:31.720 Judd Kuehling: Like, too many… Millions of threads and, slot.
79 00:08:24.660 ⇒ 00:08:25.480 Judd Kuehling: Thank you.
80 00:08:27.150 ⇒ 00:08:30.889 Judd Kuehling: But, you wanna Slack me that email address?
81 00:08:32.960 ⇒ 00:08:34.100 Henry Zhao: Erica’s?
82 00:08:35.250 ⇒ 00:08:36.890 Judd Kuehling: And the one that… yeah, the… yeah.
83 00:08:40.130 ⇒ 00:08:42.400 Henry Zhao: Dad, we don’t need to spend too much time on this, but yeah.
84 00:08:42.400 ⇒ 00:08:44.509 Judd Kuehling: Yeah, we can move on. I mean, there aren’t…
85 00:08:44.620 ⇒ 00:08:46.869 Judd Kuehling: There were some other things, though, where…
86 00:08:47.890 ⇒ 00:08:51.250 Judd Kuehling: That one specifically, I think, might have been a mistake on the…
87 00:08:51.350 ⇒ 00:08:55.129 Judd Kuehling: customer I.O. side, the way it was set up or something, but there were some other ones that were…
88 00:08:57.120 ⇒ 00:08:59.810 Judd Kuehling: Definitely the data was coming in wrong.
89 00:09:02.470 ⇒ 00:09:09.260 Judd Kuehling: not saying I was in… had to do with anything you were doing, but from a previous setup or whatever, something was coming in wrong.
90 00:09:09.370 ⇒ 00:09:16.530 Judd Kuehling: So we were sending… Second reminders for people that already… that didn’t have any reason to be…
91 00:09:17.450 ⇒ 00:09:20.090 Judd Kuehling: Shit, shit. Yeah, that was all…
92 00:09:20.200 ⇒ 00:09:27.369 Judd Kuehling: SEMA people, I think, so that was not even related to your… Your thing that you sent.
93 00:09:27.530 ⇒ 00:09:32.700 Judd Kuehling: We had a separate SEMA check-in Campaign.
94 00:09:32.840 ⇒ 00:09:36.790 Judd Kuehling: We were using an existing, kind of, Fuck it.
95 00:09:37.830 ⇒ 00:09:43.859 Judd Kuehling: And, like, some messy… process to figure out who the people were.
96 00:09:44.240 ⇒ 00:09:47.530 Judd Kuehling: It’s… something… something changed on that to me.
97 00:09:47.940 ⇒ 00:09:48.639 Judd Kuehling: Thank goodness.
98 00:09:49.640 ⇒ 00:09:51.050 Judd Kuehling: Bostonated.
99 00:09:55.960 ⇒ 00:09:57.669 Henry Zhao: I’m not hearing your audio anymore.
100 00:09:58.690 ⇒ 00:09:59.599 Judd Kuehling: Can you hear me?
101 00:09:59.760 ⇒ 00:10:00.809 Henry Zhao: Yeah, now I can hear you.
102 00:10:00.810 ⇒ 00:10:10.820 Judd Kuehling: Okay, sorry, I was probably mumbling. Yeah, I was just saying there were some other mistakes that were happening, but we can… I can kind of… I need to get more details on that to kind of discuss it with you.
103 00:10:11.430 ⇒ 00:10:12.180 Judd Kuehling: Okay. Thank you.
104 00:10:12.180 ⇒ 00:10:14.570 Henry Zhao: No worries. I think we can move on from that.
105 00:10:15.600 ⇒ 00:10:16.350 Judd Kuehling: So…
106 00:10:16.350 ⇒ 00:10:20.959 Henry Zhao: about this, revenue metrics from abandoned cart flows and revenue?
107 00:10:20.960 ⇒ 00:10:26.109 Judd Kuehling: Right. So, I’m trying to, build dashboards.
108 00:10:26.610 ⇒ 00:10:30.709 Judd Kuehling: I can easily kind of share, numbers and…
109 00:10:31.450 ⇒ 00:10:38.920 Judd Kuehling: One of the things I want to do… that we’re trying to do with the dashboards is look at, kind of, email campaigns based on, kind of, the category.
110 00:10:39.240 ⇒ 00:10:45.520 Judd Kuehling: So right now, we use tags and Customer I.O, Be able to, kind of, tag.
111 00:10:45.740 ⇒ 00:10:50.690 Judd Kuehling: email campaigns by, kind of, category, and I didn’t know if any of that data
112 00:10:51.230 ⇒ 00:10:55.410 Judd Kuehling: came out of Customer I.O, back to you guys.
113 00:10:55.410 ⇒ 00:10:58.729 Henry Zhao: It should… let’s see, sources…
114 00:11:02.630 ⇒ 00:11:04.620 Henry Zhao: It’s actually a good point.
115 00:11:06.510 ⇒ 00:11:13.199 Henry Zhao: I don’t know that it would be from Customer I.O. I believe, since you’re saying that you are defining by campaign tags or UTMs.
116 00:11:13.390 ⇒ 00:11:21.479 Henry Zhao: It’s probably, like, an attribution thing, where, kind of like we saw in Northbeam, where if the UTM source is an email, we probably grab it from there.
117 00:11:21.620 ⇒ 00:11:27.700 Henry Zhao: And not in Customer I.O, per se. Because I think Customer I.O. is just telling us if they got the email, if they opened it, and if they clicked it.
118 00:11:27.840 ⇒ 00:11:30.669 Henry Zhao: We need to know that they actually bought something after it, right?
119 00:11:31.430 ⇒ 00:11:32.030 Judd Kuehling: Right.
120 00:11:32.170 ⇒ 00:11:34.710 Henry Zhao: If they did it, if they actually purchased the treatments.
121 00:11:34.710 ⇒ 00:11:44.129 Judd Kuehling: Right, right. I’m trying to get… yeah, exactly. I’m trying to get… Purchase data and revenue.
122 00:11:44.330 ⇒ 00:11:48.290 Judd Kuehling: Based on… Customer I.O. campaigns.
123 00:11:49.200 ⇒ 00:11:51.899 Judd Kuehling: And then within that, you know, I’m trying to, like.
124 00:11:52.200 ⇒ 00:11:57.699 Judd Kuehling: Build, seg… you know, you know, filter that into, kind of, for recording purposes.
125 00:11:57.890 ⇒ 00:12:02.410 Judd Kuehling: Filter that into, like, van and cart campaigns, cross-sell campaigns…
126 00:12:02.740 ⇒ 00:12:04.300 Judd Kuehling: They win back campaigns.
127 00:12:04.560 ⇒ 00:12:09.140 Judd Kuehling: And then… Potentially also filtering that by… Bye.
128 00:12:09.720 ⇒ 00:12:11.879 Judd Kuehling: semaglutide campaigns…
129 00:12:12.750 ⇒ 00:12:13.880 Judd Kuehling: It’s a relative.
130 00:12:14.120 ⇒ 00:12:15.799 Judd Kuehling: More all in campaigns.
131 00:12:15.960 ⇒ 00:12:17.880 Judd Kuehling: NAD plus campaigns.
132 00:12:19.000 ⇒ 00:12:28.819 Judd Kuehling: Trying to figure out how… I can do that within… A… Tableau, Dash…
133 00:12:30.530 ⇒ 00:12:35.290 Henry Zhao: Okay, don’t worry about Tableau, I can figure that out, but the things that we needed to find together are…
134 00:12:35.610 ⇒ 00:12:40.470 Henry Zhao: like, your methodology, right? Do you want it to be first click, last click? What is our attribution window?
135 00:12:41.020 ⇒ 00:12:48.580 Henry Zhao: and how specific does the attribution need to be, right? So let’s say somebody got a win-back campaign email for semaglutide.
136 00:12:48.800 ⇒ 00:12:49.150 Judd Kuehling: Yeah.
137 00:12:49.150 ⇒ 00:12:52.919 Henry Zhao: Maybe as a follow-up reminder, or abandoned cart for semaglutide.
138 00:12:53.100 ⇒ 00:13:10.909 Henry Zhao: they purchased the semaglutide 8 days later, does that count? Because if it’s a 7-day attribution window, we would say it doesn’t. It’s probably something else. Let’s say they opened the email, but then they got a Facebook ad 2 days later, and then they bought it on day 3, does that count? So that comes into the first touch, last touch situation. Then we also have the situation of…
139 00:13:11.400 ⇒ 00:13:18.780 Henry Zhao: If you sent out a semiclutide abandoned cart flow, and then they purchased, Something else…
140 00:13:18.890 ⇒ 00:13:25.120 Henry Zhao: does that count, right? So, we need to define what kind of attribution we want to count in this report, and then we can work on that.
141 00:13:26.640 ⇒ 00:13:34.260 Judd Kuehling: Yeah, so… I mean, for email, it’s gonna be all existing, or, you know, people that we have already…
142 00:13:35.450 ⇒ 00:13:39.439 Judd Kuehling: Acquisition marketed to, theoretically, so…
143 00:13:40.190 ⇒ 00:13:42.419 Judd Kuehling: Theoretically, they should be getting a lot of…
144 00:13:42.960 ⇒ 00:13:47.930 Judd Kuehling: Paid ads, or clicking through a lot of paid ads, but…
145 00:13:48.990 ⇒ 00:13:51.549 Judd Kuehling: ideally, I’d like them to be…
146 00:13:51.970 ⇒ 00:13:55.909 Judd Kuehling: Tracked via last click to email.
147 00:13:56.430 ⇒ 00:13:58.640 Henry Zhao: Okay, so they have to purchase right after clicking the email.
148 00:13:58.820 ⇒ 00:13:59.420 Judd Kuehling: Right.
149 00:13:59.420 ⇒ 00:14:03.830 Henry Zhao: Which makes sense to me, because usually when you have these emails, you’re also getting the ads on Facebook.
150 00:14:03.970 ⇒ 00:14:05.420 Henry Zhao: Like, what’s going on there, right?
151 00:14:05.420 ⇒ 00:14:05.930 Judd Kuehling: Exactly.
152 00:14:06.610 ⇒ 00:14:22.889 Henry Zhao: So we want to say, like, this actually came from the email itself. So yeah, I agree with that, and I would say maybe a 7-day attribution window makes sense, because after that, you can’t really say it was the email. Like, nobody really reads an email and then says, like, 8 days later, aha, I’m gonna go ahead and buy that. So I think 7 days is, like, a pretty fair attribution.
153 00:14:22.890 ⇒ 00:14:26.680 Judd Kuehling: Yeah, it’s… that’s generates, yeah, that’s… that’s more than…
154 00:14:27.220 ⇒ 00:14:28.889 Judd Kuehling: I think 7 days is great, if…
155 00:14:29.960 ⇒ 00:14:33.150 Judd Kuehling: Later, we might want to even shorten it, potentially, but let’s start with 7.
156 00:14:34.330 ⇒ 00:14:39.260 Henry Zhao: 7 day, last click, okay, so I will look into that.
157 00:14:41.330 ⇒ 00:14:48.900 Henry Zhao: maybe for now, you can send me the campaigns, like, whether it’s campaign tags or UTMs that are relevant, and I will put those together.
158 00:14:49.940 ⇒ 00:14:52.609 Judd Kuehling: Yeah, let me figure out how…
159 00:14:52.610 ⇒ 00:15:03.269 Henry Zhao: It doesn’t have to be the same product. Like, if you’re doing an abandoned cargo for semaglutide, they have to buy semaglutide. Or do you want it to be maybe the same treatment group that we defined for follow-up reminders?
160 00:15:04.730 ⇒ 00:15:06.729 Judd Kuehling: That’s a good question. I mean, I don’t know…
161 00:15:07.780 ⇒ 00:15:11.260 Judd Kuehling: I think I, for the prod… at the product level.
162 00:15:11.620 ⇒ 00:15:14.650 Judd Kuehling: I care what they actually purchased.
163 00:15:14.760 ⇒ 00:15:20.580 Judd Kuehling: So if I send them a semaglutide, semaglutide, and they buy NAD, then I want to track them as…
164 00:15:21.020 ⇒ 00:15:24.459 Henry Zhao: Can you share your screen and show me one of these campaigns, actually? Yeah.
165 00:15:38.640 ⇒ 00:15:43.710 Judd Kuehling: So… Apologies, mate.
166 00:15:44.340 ⇒ 00:15:47.210 Judd Kuehling: So… But…
167 00:15:50.360 ⇒ 00:15:52.669 Judd Kuehling: For example, this is, like, an abandoned cart.
168 00:15:53.510 ⇒ 00:15:55.010 Judd Kuehling: semaglutide…
169 00:15:55.730 ⇒ 00:15:58.330 Judd Kuehling: campaigns, the GLP-1 weapon using this.
170 00:15:58.930 ⇒ 00:16:05.040 Judd Kuehling: terms interchangeably, so… Has a lot of different emails in it, right?
171 00:16:07.020 ⇒ 00:16:14.890 Judd Kuehling: You put it in the workflow, there’s… Split test here, different emails… There’s all kinds of different…
172 00:16:15.290 ⇒ 00:16:16.920 Judd Kuehling: Stuff going on here.
173 00:16:17.200 ⇒ 00:16:27.180 Judd Kuehling: But the… UTM should all track back to this… Campaign name up here.
174 00:16:29.080 ⇒ 00:16:31.049 Judd Kuehling: The sexual email names.
175 00:16:31.280 ⇒ 00:16:33.180 Judd Kuehling: Campaign name is here.
176 00:16:33.400 ⇒ 00:16:38.939 Judd Kuehling: The actual email is E2… is the campaign name, and E2 path, you own it.
177 00:16:39.190 ⇒ 00:16:40.720 Judd Kuehling: Okay. So…
178 00:16:41.550 ⇒ 00:16:42.210 Henry Zhao: Beautiful.
179 00:16:43.970 ⇒ 00:16:50.260 Henry Zhao: So, should a GLP-1 email just include purchases of any GLP-1 products after they see the email?
180 00:16:50.590 ⇒ 00:16:51.200 Judd Kuehling: Yeah.
181 00:16:51.390 ⇒ 00:16:51.890 Judd Kuehling: Yeah.
182 00:16:51.890 ⇒ 00:16:52.480 Henry Zhao: Yeah.
183 00:16:53.690 ⇒ 00:16:58.299 Henry Zhao: So maybe we go the treatment… maybe we go the treatment instead that we mapped for follow-up reminders.
184 00:16:58.300 ⇒ 00:17:00.330 Judd Kuehling: Yeah, that’s fine. Okay. Yeah.
185 00:17:00.460 ⇒ 00:17:02.860 Henry Zhao: That’s probably the easiest way to do it, and most consistent way.
186 00:17:03.900 ⇒ 00:17:06.519 Judd Kuehling: So here’s, like, Example of the…
187 00:17:06.910 ⇒ 00:17:18.719 Judd Kuehling: tracking link. We have the UTM campaign as the… The, campaign name, you can’t… contents.
188 00:17:19.460 ⇒ 00:17:23.240 Judd Kuehling: Is that… Mission here that has the actual email.
189 00:17:23.980 ⇒ 00:17:24.970 Judd Kuehling: Yay.
190 00:17:27.150 ⇒ 00:17:32.119 Judd Kuehling: UTMDAS source… Yeah, I don’t know what that means.
191 00:17:33.610 ⇒ 00:17:40.739 Judd Kuehling: UTM Medium Email Action. We’re using that. I see that in GA Email Action.
192 00:17:41.450 ⇒ 00:17:43.139 Judd Kuehling: The nutrient source doesn’t matter.
193 00:17:43.810 ⇒ 00:17:46.270 Judd Kuehling: I see these two in, in,
194 00:17:48.710 ⇒ 00:17:55.000 Judd Kuehling: GA, I haven’t looked specifically at the actual campaign name, GA, but I’m sure they’re probably in there, too.
195 00:17:55.510 ⇒ 00:18:01.990 Judd Kuehling: So… You’re… It’s really messy, because there’s dashes and possibly everything in there, as you can see.
196 00:18:02.220 ⇒ 00:18:11.190 Henry Zhao: But that’s… that’s fine. Okay. So, for these… for these win-back and cross-sell campaigns, are the UTM medium and UTM the source always the same? Because if so, that’s… that makes sense.
197 00:18:11.190 ⇒ 00:18:14.589 Judd Kuehling: BDM source is always the same for everything coming out of,
198 00:18:14.900 ⇒ 00:18:15.650 Henry Zhao: Customerato.
199 00:18:15.650 ⇒ 00:18:19.210 Judd Kuehling: Right, except for… the medium…
200 00:18:20.080 ⇒ 00:18:26.679 Judd Kuehling: We’ll say SMS, if it’s a SMS message coming out of… it’ll still say Customer I.O, but it’ll say SMS.
201 00:18:27.590 ⇒ 00:18:32.220 Henry Zhao: Can you just send me a list of the medium and source combinations that I should be considering for this?
202 00:18:32.640 ⇒ 00:18:34.470 Judd Kuehling: The only source is customer I.M.
203 00:18:35.770 ⇒ 00:18:37.339 Judd Kuehling: Not the SMS one.
204 00:18:37.910 ⇒ 00:18:44.739 Judd Kuehling: Source. The only source is customer I.O. The medium… Is email underscore action.
205 00:18:46.510 ⇒ 00:18:47.390 Henry Zhao: Hmm? Yeah.
206 00:18:47.390 ⇒ 00:18:52.570 Judd Kuehling: Or, I believe, SMS.
207 00:18:52.740 ⇒ 00:18:54.520 Henry Zhao: For SMS action or SMS?
208 00:18:54.830 ⇒ 00:18:57.220 Judd Kuehling: I think it’s just SMS, but let me go find an example.
209 00:19:37.640 ⇒ 00:19:40.080 Judd Kuehling: Saw another one…
210 00:20:59.020 ⇒ 00:21:00.650 Judd Kuehling: Yeah, it’s just SMS.
211 00:21:01.430 ⇒ 00:21:03.859 Judd Kuehling: Not email action, is SMS.
212 00:21:03.860 ⇒ 00:21:10.520 Henry Zhao: Okay, so do you only care about these two? Right. The source is customer.io, and then the medium is email action or SMS?
213 00:21:11.170 ⇒ 00:21:14.740 Henry Zhao: And then I can look into the campaigns and see, like, if I can categorize those into…
214 00:21:14.890 ⇒ 00:21:17.529 Henry Zhao: Abandoned car, or…
215 00:21:18.020 ⇒ 00:21:18.480 Judd Kuehling: Yeah.
216 00:21:18.780 ⇒ 00:21:22.390 Henry Zhao: Yeah, but the naming convention is the same, I should be able to.
217 00:21:22.390 ⇒ 00:21:26.510 Judd Kuehling: So the naming convention… is,
218 00:21:27.020 ⇒ 00:21:31.059 Judd Kuehling: AC, so any campaign that says AC on it is abandoned cart.
219 00:21:31.970 ⇒ 00:21:32.680 Henry Zhao: Okay.
220 00:21:33.070 ⇒ 00:21:37.269 Henry Zhao: So, obviously, the same treatment group would be abandoned cart, and then cross-sell, we wouldn’t…
221 00:21:37.590 ⇒ 00:21:39.180 Henry Zhao: Care about the same treatment group.
222 00:21:39.980 ⇒ 00:21:42.780 Judd Kuehling: So, cross-sell has its own,
223 00:21:43.250 ⇒ 00:21:45.630 Judd Kuehling: naming convention, and it’s just CS.
224 00:21:50.450 ⇒ 00:21:56.909 Judd Kuehling: Man… We don’t have any win-back campaigns built right now, or…
225 00:21:58.430 ⇒ 00:22:01.140 Judd Kuehling: Yeah, but it would be, like, WB.
226 00:22:01.140 ⇒ 00:22:04.989 Henry Zhao: For cross-sell, do you want to only look at revenue of the product you are cross-selling?
227 00:22:05.310 ⇒ 00:22:09.880 Judd Kuehling: Yeah, that’s a tricky one. Right? That’s a tricky one. Right, so…
228 00:22:10.660 ⇒ 00:22:12.780 Judd Kuehling: I basically want to look at any
229 00:22:12.890 ⇒ 00:22:14.510 Judd Kuehling: I don’t care what they do.
230 00:22:15.590 ⇒ 00:22:18.079 Judd Kuehling: I just want to look at any action out of that email.
231 00:22:19.580 ⇒ 00:22:20.420 Judd Kuehling: Okay.
232 00:22:21.010 ⇒ 00:22:23.490 Henry Zhao: Yeah, let’s just do whatever they purchased after that email, as last.
233 00:22:23.490 ⇒ 00:22:27.089 Judd Kuehling: I don’t care what they do out of that email, as long as they do something.
234 00:22:27.710 ⇒ 00:22:28.919 Henry Zhao: Yeah, so let’s just do it.
235 00:22:28.920 ⇒ 00:22:33.340 Judd Kuehling: Even on me, I mean, I’m gonna obviously do testing on the creative side to try and
236 00:22:33.620 ⇒ 00:22:35.579 Judd Kuehling: And I’ll look at, like, what they do.
237 00:22:35.830 ⇒ 00:22:38.360 Judd Kuehling: To try and move the needle, but,
238 00:22:38.920 ⇒ 00:22:45.159 Judd Kuehling: as far as, like, defining success, I want… it’ll be any… any… Any purchases?
239 00:22:45.160 ⇒ 00:22:45.880 Henry Zhao: I agree.
240 00:22:46.010 ⇒ 00:22:47.980 Henry Zhao: Yeah, I agree with that, honestly.
241 00:22:48.240 ⇒ 00:22:48.830 Judd Kuehling: Yeah.
242 00:22:49.170 ⇒ 00:22:50.889 Henry Zhao: Okay, let’s do… let’s do that, then.
243 00:22:52.110 ⇒ 00:23:04.670 Henry Zhao: Okay, I’m good on this end. The spreadsheet I sent you earlier today, any questions on that? Like, those are just the possible fields we can send into CustomerIO as additional attributes. You just need to, like, let me know which ones would be helpful to you, and we can add those.
244 00:23:04.860 ⇒ 00:23:10.520 Judd Kuehling: So I was looking at it, it makes sense. Are these ones that are not currently in there that we could add, is that what you’re saying?
245 00:23:10.930 ⇒ 00:23:15.620 Henry Zhao: So it might already be in their, like, first name, last name, like, we wanted to have that, obviously, in that table, but yeah.
246 00:23:15.620 ⇒ 00:23:16.220 Judd Kuehling: Yeah.
247 00:23:16.480 ⇒ 00:23:20.420 Judd Kuehling: Yeah, there are some in here that would be really interesting to know.
248 00:23:20.710 ⇒ 00:23:23.929 Judd Kuehling: I think some of these are already in there, like, I think there’s some of the, like… Yeah.
249 00:23:24.270 ⇒ 00:23:28.319 Judd Kuehling: ID ones, and some of the, likelihood, like the…
250 00:23:29.200 ⇒ 00:23:34.659 Judd Kuehling: likelihood to purchase Type 1s and stuff like that, LT… predicted LTV.
251 00:23:35.120 ⇒ 00:23:39.350 Henry Zhao: The ones that are already in there, include the ones that are already in there, because I just want to make sure that we’re up
252 00:23:39.640 ⇒ 00:23:41.330 Henry Zhao: Putting in the most relevant one.
253 00:23:41.510 ⇒ 00:23:43.139 Henry Zhao: So, like, if it’s already in there, but it’s, like, not being.
254 00:23:43.140 ⇒ 00:23:43.780 Judd Kuehling: Okay.
255 00:23:43.780 ⇒ 00:23:45.880 Henry Zhao: Let me put the one that’s maintained, yeah, so…
256 00:23:45.880 ⇒ 00:23:46.310 Judd Kuehling: Okay.
257 00:23:46.310 ⇒ 00:23:47.699 Henry Zhao: Check it, check and market anyway.
258 00:23:48.340 ⇒ 00:23:49.010 Judd Kuehling: Okay.
259 00:23:49.630 ⇒ 00:23:54.320 Judd Kuehling: Yeah, because there’s some that are… there’s a fair amount that are kind of… overlapping
260 00:23:54.440 ⇒ 00:23:58.030 Judd Kuehling: As far as necessity, so…
261 00:23:58.470 ⇒ 00:24:06.580 Henry Zhao: probably, like, I could probably get one and not need the other, essentially, is what I’m saying, so… Exactly, yeah, that’s the things we want to, like, not include.
262 00:24:06.730 ⇒ 00:24:09.480 Henry Zhao: Yeah. Because it costs money to put stuff in, so…
263 00:24:10.180 ⇒ 00:24:12.239 Henry Zhao: We don’t want to just put everything in there yet.
264 00:24:12.600 ⇒ 00:24:17.850 Judd Kuehling: Okay, I’ll look at this and, try and determine what makes sense.
265 00:24:18.220 ⇒ 00:24:20.729 Judd Kuehling: That include…
266 00:24:21.100 ⇒ 00:24:26.110 Judd Kuehling: And I don’t really… I don’t know if I’ll go through and, like, check what is already in there, so I’ll just include.
267 00:24:26.110 ⇒ 00:24:26.899 Henry Zhao: Yeah, no need.
268 00:24:26.900 ⇒ 00:24:30.839 Judd Kuehling: Everything, and then you can say, oh, well, these things are already in there, or these things aren’t.
269 00:24:31.180 ⇒ 00:24:32.570 Henry Zhao: Exactly, yeah, exactly.
270 00:24:32.940 ⇒ 00:24:33.810 Judd Kuehling: Okay, cool.
271 00:24:34.030 ⇒ 00:24:39.430 Henry Zhao: Yeah, you don’t need to think about it too deeply, just which of those would be helpful to you, and then you can figure out the next steps after that.
272 00:24:39.740 ⇒ 00:24:40.340 Judd Kuehling: Okay.
273 00:24:40.730 ⇒ 00:24:46.639 Henry Zhao: And then for cleaning up the old attributes, like, I don’t think that’s very high pride, unless it’s, like, really bothering your day-to-day.
274 00:24:46.640 ⇒ 00:24:47.520 Judd Kuehling: No.
275 00:24:47.870 ⇒ 00:24:51.819 Henry Zhao: We just, over time, we can say, like, these are… keep bothering you, so we just get rid of them.
276 00:24:52.170 ⇒ 00:24:55.459 Judd Kuehling: Yeah, there’s a lot of things in there that are built for, kind of, one-off.
277 00:24:56.560 ⇒ 00:24:59.869 Judd Kuehling: Things that probably need to be taken out, probably aren’t even used anymore.
278 00:25:00.050 ⇒ 00:25:07.340 Judd Kuehling: So, there’s no rush on it, because it doesn’t bother me when I’m building stuff, but if there’s…
279 00:25:07.500 ⇒ 00:25:09.750 Judd Kuehling: Cost considerations we should initiate.
280 00:25:11.180 ⇒ 00:25:11.760 Henry Zhao: Yeah.
281 00:25:16.220 ⇒ 00:25:18.880 Henry Zhao: The last thing is,
282 00:25:20.590 ⇒ 00:25:28.050 Henry Zhao: We talked to Segment when we were sending all this customer I.O. data to say, like, our API calls have exceeded projections, we’re sending a lot more emails.
283 00:25:28.320 ⇒ 00:25:33.349 Henry Zhao: And then Josh said, can you work with Judd to optimize this, please? Did we want to come up with a plan on…
284 00:25:33.540 ⇒ 00:25:36.729 Henry Zhao: Like, optimizing the number of emails we send out, or…
285 00:25:37.350 ⇒ 00:25:39.389 Henry Zhao: Do you think there’s not really a way for that?
286 00:25:41.050 ⇒ 00:25:48.800 Judd Kuehling: Yeah, I mean, was the concern the email quantity, or the, feel? Was it more like the fields? Was that part of the…
287 00:25:49.050 ⇒ 00:25:50.410 Judd Kuehling: I was kind of unclear on that.
288 00:25:50.410 ⇒ 00:25:54.320 Henry Zhao: I think this specific call is about, like, sending too many emails.
289 00:25:54.980 ⇒ 00:26:01.870 Judd Kuehling: So, yeah, I mean, I think that we can definitely work on our end, Bobby and I, to try and clean up some things and not…
290 00:26:03.070 ⇒ 00:26:07.009 Judd Kuehling: There’s some cases where we’re probably sending too many emails, we don’t need to.
291 00:26:07.010 ⇒ 00:26:07.400 Henry Zhao: Yeah.
292 00:26:07.400 ⇒ 00:26:10.589 Judd Kuehling: Something that’ll be kind of… I mean, I’ll…
293 00:26:11.050 ⇒ 00:26:15.210 Judd Kuehling: You’re kind of tasked with, over the next 3 months, anyways, kind of already doing?
294 00:26:17.860 ⇒ 00:26:26.160 Judd Kuehling: I also, ideally, I don’t know how involved you are in the new, potentially the new… I guess it’s called an EMR.
295 00:26:26.760 ⇒ 00:26:29.740 Judd Kuehling: Potentially there might be a replacement for math.
296 00:26:30.070 ⇒ 00:26:35.319 Judd Kuehling: capacity, yep. I would love to have that tool send…
297 00:26:35.660 ⇒ 00:26:38.829 Judd Kuehling: transactional emails, like, directly from.
298 00:26:39.810 ⇒ 00:26:40.640 Henry Zhao: No.
299 00:26:41.430 ⇒ 00:26:52.330 Judd Kuehling: even if it’s, like, from a separate IP, or, like, you know, somehow connects a way to send emails from that that are, like, things like shipping notifications and stuff like that, like, it’s not really useful to use
300 00:26:52.510 ⇒ 00:26:56.279 Judd Kuehling: customer I.O. to do that, and it’s not something that I really care about.
301 00:26:56.930 ⇒ 00:27:00.420 Judd Kuehling: tracking that customer I.O, either.
302 00:27:00.720 ⇒ 00:27:09.570 Judd Kuehling: So, it’s kind of a future, dream state, but ideally, I would love to be able to move some things out of Customer I.O.
303 00:27:09.830 ⇒ 00:27:12.570 Judd Kuehling: And into this new future tool.
304 00:27:13.080 ⇒ 00:27:17.779 Judd Kuehling: So that… We have more, kind of…
305 00:27:18.250 ⇒ 00:27:23.769 Judd Kuehling: cleanliness and, and, more bandwidth at, you know, cost-wise.
306 00:27:24.400 ⇒ 00:27:26.550 Judd Kuehling: We don’t really need those things.
307 00:27:28.380 ⇒ 00:27:30.160 Judd Kuehling: I don’t really need to know, like.
308 00:27:30.600 ⇒ 00:27:34.069 Judd Kuehling: Real specifics on, like, oh, the prescription was sent to the
309 00:27:34.310 ⇒ 00:27:41.980 Judd Kuehling: pharmacy, or whatever. I would love to be able to, like, check and see that that email went, or that the person got the email, and customer support’s gonna want that.
310 00:27:42.400 ⇒ 00:27:44.530 Judd Kuehling: Whatever care, rather, is gonna want that.
311 00:27:44.760 ⇒ 00:27:48.369 Judd Kuehling: ability, but I don’t need that in customer I.O.
312 00:27:49.260 ⇒ 00:27:58.459 Henry Zhao: Yeah, and then if not, like, if we don’t send it via EMR, we can at least not send it through segment. Like, we can say that these are transactional emails, and that’s not… we don’t need the data on that, yeah.
313 00:27:58.460 ⇒ 00:27:59.220 Judd Kuehling: Yeah, right.
314 00:27:59.220 ⇒ 00:27:59.970 Henry Zhao: Yeah, okay.
315 00:28:00.250 ⇒ 00:28:00.780 Judd Kuehling: Yeah.
316 00:28:01.140 ⇒ 00:28:05.100 Henry Zhao: Maybe eventually we just create a list of, like, campaigns that we care about, and we just track the.
317 00:28:05.820 ⇒ 00:28:06.400 Judd Kuehling: Yeah.
318 00:28:06.730 ⇒ 00:28:07.580 Judd Kuehling: That’s fine.
319 00:28:07.690 ⇒ 00:28:08.360 Judd Kuehling: Yeah.
320 00:28:10.850 ⇒ 00:28:12.840 Henry Zhao: Okay, that’s… I think that was it for tonight.
321 00:28:13.160 ⇒ 00:28:19.599 Henry Zhao: Okay. Thanks, and I’ll talk to you… if you can update Bobby, and then give Cutter the good to go, and we’ll… we should be…
322 00:28:19.850 ⇒ 00:28:21.140 Henry Zhao: Closing this chapter.
323 00:28:21.360 ⇒ 00:28:23.300 Judd Kuehling: Cool. Sounds good.
324 00:28:23.300 ⇒ 00:28:24.299 Henry Zhao: Alright, thanks, Judd.
325 00:28:24.500 ⇒ 00:28:25.279 Judd Kuehling: Appreciate it. Take care.
326 00:28:25.280 ⇒ 00:28:25.840 Henry Zhao: Yeah.