"Imagine your customer is your best friend—listen to their concerns, be a shoulder to lean on and then shift the focus from what went wrong to how you can help make it right." - Rachel Hogue

If you can relate to this saying more than anybody else, you must've already got it all sorted!

As the remote work situation continues, delivering ideal customer experiences is on top of the mind for nearly every business today. The key is to have a customer walk away thinking, “Wow, I love doing business with them, and I want to tell others about the experience.”

We, at Zeta, not only aim to make life less difficult for customers, but also for the businesses to deliver experiences worth remembering. Let’s have a quick look at how you can create an experience seamlessly with a few clicks across the Zeta Marketing Platform.

Create an Experience

1. From the menu on the left, select Experiences > Experience Builder.

Click on New Experience on the top-right corner of the Experiences Summary.

2. As the window to create a brand new experience pops open, give your experience the desired name and click on the add button (plus) below to continue.

3. An experience is created using a combination of four types of nodes, the first of which is a Trigger Event. Furthermore, there are three types of triggering events:

4. Once you’ve selected the Trigger Event, a plus (+) sign is displayed, clicking on which reveals the four more node types you can select from, to tailor the rest of your Experience.

The four node types are namely EventDelayActions, and Split. Click on each to know more.

You can hover over the four different spheres to choose the desired node type.

To understand how to include Dynamic Senders in the created Experience, please click here.

Create Experiences Based on Campaign Events

Any user of the platform can build experiences based on a set of Campaign Events.

Additional Filters have been added to the Create New Experience workflow for Campaigns Events.

Below is a visual of the new workflow:

Let’s quickly understand how you’d create an experience based on a set of Campaign Events:

1. In the window to create a brand new experience, click on the select Trigger Event ((plus)) button.

2. From the drop-down, select Campaign Event.

3. Select the filter(s) of your convenience and then select the campaign you want the selected filter(s) to be applied to:

4. As the last step, click on Add to Experience.

Filter Through the Campaigns

Filter

Details

skip

Specific users can be skipped while a campaign is being sent across. (Owing to varied reasons such as a user being a part of some control group or other business logic defined within the content.)
The skip filter helps you qualify such users and trigger an experience for them as soon as they are skipped for the campaign.

unsubscribe

The unsubscribe filter helps you qualify users who have unsubscribed a campaign, and trigger an experience for them.

bounce

The bounce filter helps export or retarget users for future campaigns and targeting.

delivered

The delivered filter can be used for experience targeting based on whether on not a specific user was delivered to.

Points to be Noted

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou

Experiences do not only include what the user gets, but also how they receive it. As more often than once, your approach speaks it all, Experiences in the ZMP run from top to down. Simultaneously, the logic created within an Experience is evaluated for the user only in the node they are currently passing through or being held at, owing to a time-based evaluation.

Putting in other words, Experiences evaluate one node at a time, the node that the user is passing through. In a typical situation where a node holds users for overlapping time frames, the subsequent node acts as a pass-through, with the inability to evaluate the desired criteria as the time frame has already elapsed in the prior node.

While Zeta peels back the curtain and shows users how things are getting done, experiences here will sweep through and nail.