Analyzing Customer Behavior Trends

🚨The greatest drop-off is from Product Details Page To Cart Page, so we must improve our Product Details Page! Not so fast ✋ In today's age of data obsession, almost every company has an analytics infrastructure that pumps out a tonne of numbers. But rarely do teams invest time, discipline & curiosity to interpret numbers meaningfully. I will illustrate with an example. Let's take a simple e-commerce funnel. Home Page ~ 100 users List Page ~ 90 users Product Display Page ~ 70 users Cart Page ~ 20 users Address Page ~ 15 users Payments Page ~12 users Order Confirmation Page ~ 9 users A team that just "looks" at data will immediately conclude that the drop-off is most steep between Product Details Page & Cart Page. As a consequence they will start putting in a lot of fire power into solving user problems on Product Display Page. But if the team were data "curious", would frame hypothesis such as "do certain types of users reach cart page more effectively than others?" and go on to look at users by purchase buckets, geography, category etc and look at the entire funnel end to end to observe patterns. In the above scenario, it's likely that the 20 cart users were power users whilst new & early purchasers don't make it to this stage. The reason could be poor recommendations on the list page or customers are only visiting the product display page to see a larger close up of the product. So how should one go about looking at data ? Do ✅ Start with an open & curious mind ✅ Start with hypothesis ✅ Identify metrics & counter metrics that will help prove/disprove hypothesis ✅ Identify the various dimensions that could influence behaviours - user type, geography, category, device type, gender, price point, day, time etc. The dimensions will be specific to your line of business. ✅ Check for data quality and consistency ✅ Look at upstream and downstream behaviour to see how the behaviour is influenced upstream and what happens to the behaviour downstream. ✅ Check for historical evidence of causality Dont ❌ Look at data to satisfy your bias ❌ Rush to conclude your interpretation ❌ Look at data in isolation - - - TLDR - Be curious. Not confirmed. #metrics #analytics #productmanagement #productmanager #productcraft #deepdiveswithdsk

I sat down with Lea Algazy, Head of Partnerships at Rep AI, to break down how combining Rep AI and Mailability.io is unlocking 50%+ of total store revenue through email with Klaviyo. The secret? Using Conversational AI data + real-time intent scoring to move beyond static email journeys. Here’s the 3-step strategy powering it: Step 1: Turn live conversations into data-backed email journeys - Rep AI’s chatbot collects emails through natural, high-intent on-site interactions. - Those subscribers are synced directly to Klaviyo, enriched with context and preferences. - Mailability.io applies a real-time Intent Score to each profile the moment they enter your system. Step 2: Score and segment based on real behavior - Every profile is scored individually, not just tagged - That allows brands to: • Re-engage shoppers who chatted in the past but didn’t convert • Identify moderate-intent profiles and warm them up • Pinpoint hyper-engaged users who just need one more nudge to buy - Profiles move in and out of Mailability’s AI segments and AI flows automatically, based on real-time behavior. Step 3: Personalize flows and campaigns at scale - Use the combination of Rep AI’s 500+ chat data points and Mailability’s Intent Scores and smart actions to send the right message, to the right message, at the right time, on autopilot. - Brands are using this to: • Warm up cold profiles and bring them into high-performing AI campaign lists and flows • Increase site activity by 71.5% by sending the right message at the right time • Trigger on-site engagement when high-intent users return, without missing the moment to increase email revenue by 32% It’s not about blasting more emails. It’s about aligning signals across your tech stack and letting real-time behavior guide every send. The full breakdown is in the slides. Curious how this might look inside your Klaviyo account? Let’s connect? https://lnkd.in/dCdwyQ2d

Expedia designed a scalable tool to view the real-time clickstream events using #kafka , #websockets and #postgres. The system was able to handle more than 1 million events per minute. Let's understand in simple words the design and architecture of this system. What is clickstream ? 🤔 🤔 Clickstream comprises of all the activities done by the user on any website. For eg:- page views, searches, promo selection, clicks on ads, etc. Why is clickstream important ? ⚒ ⚒ Clickstream provides useful insights into user behaviour, and helps business identify opportunities for introducing new features, and enhancements. How is the clickstream data processed & viewed ? 🔍 🔍 Clickstream data is processed through offline systems and stored in data warehouses. It's not possible to view the clickstream data real-time. What solution did Expedia build ? 1️⃣ They built a tool that helped business users view the clickstream data real-time. 2️⃣ The tool was a web UI where users could enter the events they are interested in (for eg:- user_clicked events) and then view the data on a dashboard. What was the architecture of the system ? ➡ Kafka - The clickstream events were logged and processed by a Kafka cluster. ➡ Filter workers - These K8s workers consumed and filtered messages from Kafka partitions. They comprised a Kafka consumer group. ➡ Websocket Handler - The user's browser established a #websocket connection with this application and fetched the relevant events. ➡ PostgreSQL - To keep the filter workers in sync, Postgres's LISTEN/NOTIFY feature was used. The Websocket Handler executed queries (INSERT/update) on Postgres which in turn notified the filter workers. ➡ Filtered Topic Kafka - This Kafka cluster had all the filtered events which were finally delivered to the Websocket Handler. What were the challenges faced in the design ? 🎯 Scalability - Surge in the message volume was handled by scaling filter workers. This ensured that messages were not delayed. 🎯 Back-pressure - The output of each filter worker was configurable and hence back-pressure could be applied on the Websocket Handler. 🎯 Consistency - The Listen/Notify feature ensured consistency and also reduced the network and CPU overhead for polling. This is a very useful case study for someone who is interested in #systemdesign. It's also an excellent question for system design interviews. For those interested in detailed design, I have shared the link to the blog in the first comment. The blog is comprehensive and extensively covers the challenges and the solution. Let me know if your company also has designed a similar solution for viewing the clickstream data real-time in the comments below. #technology #databases #distributedsystems #systemdesign

What does the future of real estate investment look like as Family Offices take center stage in capital raising? With the upcoming $84 trillion wealth transfer from baby boomers to the next generation, Family Offices are set to redefine how capital is raised, allocated, and deployed, particularly in real estate. This shift, driven by a new generation of heirs and decision-makers, is reshaping both the scale of investments and the values behind them. Real estate has always been a stable pillar for Family Office portfolios, providing consistent returns and preserving wealth. However, the next generation is prioritizing sustainability and socially responsible investments. Reports from PwC highlight emerging trends like hybrid work models and sustainable urban environments, with Family Offices funding projects such as green buildings and affordable housing. A key strength of Family Offices is their ability to invest with a long-term perspective, unlike institutional investors who often need short-term results. Despite challenges like rising interest rates and inflation, Family Offices continue to rely on real estate as a hedge against economic uncertainty. In 2024, many Family Offices are focusing on distressed assets and large-scale projects, which offer potential for growth over time. Student housing has become an increasingly attractive sector for Family Offices, offering stable demand and aligning with socially conscious investment strategies. By supporting affordable, sustainable student housing, Family Offices are able to combine financial stability with positive social impact, making this sector a key component of their real estate investments. Another trend is the shift toward direct investments, allowing Family Offices more control and alignment with their values. By cutting out intermediaries, they reduce costs and gain greater involvement in the projects they fund. Deloitte's Family Office Insights series points out that this direct approach enhances their role in real estate capital raising. The generational wealth transfer is also driving the adoption of technology. A UBS and Campden Wealth report found that 62% of Family Offices are using or planning to use artificial intelligence for real estate management. These technological tools help streamline operations and enhance decision-making, particularly in sectors like proptech, which Family Offices are increasingly integrating into their portfolios. In summary, Family Offices are shaping the future of real estate investment through their long-term approach, direct involvement, and focus on sustainability and innovation. As the $84 trillion wealth transfer progresses, Family Offices will continue to drive financial returns and social impact in sectors such as student housing, sustainable developments, and property technology. #familyoffice #familyoffices

Most brands segment by demographics. Top performing brands segment by behavior. Demographics tell you who someone is. Behavior tells you what they're about to do. 𝗧𝗵𝗲 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝘀 𝘁𝗵𝗮𝘁 𝗮𝗰𝘁𝘂𝗮𝗹𝗹𝘆 𝗱𝗿𝗶𝘃𝗲 𝗿𝗲𝘃𝗲𝗻𝘂𝗲: → Engaged non-buyers (opened 3+ emails, no purchase) → One-time buyers who haven't returned in 60 days → High AOV repeat customers → Cart abandoners by product category → Browse abandoners by price tier 𝗧𝗵𝗲 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝘀 𝗺𝗼𝘀𝘁 𝗯𝗿𝗮𝗻𝗱𝘀 𝗼𝘃𝗲𝗿𝗶𝗻𝘃𝗲𝘀𝘁 𝗶𝗻: → Age ranges → Location → Gender → "VIP" based on spend alone These aren't useless. But they don't predict action. 𝗧𝗵𝗲 𝗳𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸: Start with purchase behavior. Recency, frequency, monetary value. Layer in engagement. Opens, clicks, site visits. Add intent signals. Browse history, cart activity, wishlist adds. Build flows around each segment. Not one welcome series for everyone. 𝗧𝗵𝗲 𝗿𝗲𝗮𝗹𝗶𝘁𝘆: A 35-year-old in Texas and a 35-year-old in New York might have nothing in common. But two people who both browsed the same $80 product three times this week? They're the same segment. Segment by what people do. Not just who they are.

POST-4/7👉 Email used to be a megaphone. In 2025, it’s a whisper in a very specific ear. Gone are the days when “blast to all” could pass as a strategy. In fact, that approach in 2025 is actively hurting your deliverability. Email Service Providers (ESPs) like Gmail, Yahoo, and Outlook are no longer just evaluating your IP health—they’re scoring your sender behavior at the recipient level. That means if 40% of your list is cold or disengaged, Gmail sees you as the problem—not just the user. ⚠️ Real Consequence: 1. We audited an ecommerce fashion brand with 220K contacts. Over 92K of them hadn’t clicked a single email in 90+ days. Gmail flagged them for bulk spam behavior, and inboxing fell from 78% to 46% overnight. 2. They were running promos weekly. Nothing was technically broken—but nothing was relevant. That’s what got them crushed. What Micro-Segmentation Solves in 2025: ✅ Reduces spam complaints ✅ Increases engagement velocity ✅ Signals positive intent to inbox providers ✅ Unlocks higher revenue per send with smaller cohorts Micro-Segmentation Tactics That Work Now: 1. Behavior-Based Journeys: Forget static tags. If someone viewed winter boots but didn’t buy, your next 3 emails better talk about warmth, snow, or style—not your general spring lookbook. ✅ Klaviyo + Shopify data lets you trigger flow branches based on: Last viewed product category Cart abandonment by SKU group Pages viewed in session (via UTMs or on-site behavior) Pro Tip: Use dynamic content blocks inside campaigns to adjust hero sections based on browse activity without cloning entire flows. 2. Lifecycle Automation by Spend Velocity This isn’t “new vs returning” logic anymore. In 2025, flows shift based on: Time since last order AOV trends SKU replenishment cycles Example: First-time customer who hasn’t returned in 30 days → “2nd purchase incentive” High-value buyer within 7 days → “VIP early access” Customer inactive 60+ days → Winback + dynamic offer block + channel sync suppression 3. AI-Supported Clustering Tools like RetentionX, Lexer, and even Klaviyo’s predictive analytics are now building multi-dimensional customer clusters using: Purchase frequency Channel source Time to second order Category loyalty It’s loyal mid-value buyers who shop monthly but only when free shipping is offered. ✅ What to do: Export these clusters to your ESP Build messaging that maps exactly to their past actions Suppress low responders from paid channels and warm email instead. Ready to Execute? Create 5 foundational micro-segments: 1. High spenders 2. First-time buyers 3. VIPs (CLV > 2.5x avg) 4. Dormant >90 days 5. Active clickers, no conversion Test 2 cadences per segment: VIPs: 4x/month + early access Dormant: 1x/month reactivation with content—not promos Use Recency, Frequency, and Monetary score buckets to tag customers and let your automations react to movement between them. #EmailMarketing #email

Every sales leader I talk to at the moment is struggling with some version of the same issue. The symptoms are different, but the underlying cause is the same. - Sales cycles elongating - Deal slippage - Prospects not showing up to meetings - An uptick in ghosting - Poor forecast accuracy - A drop in deal volumes - A drop in conversion rates What's actually happening out there in Buyer land? I've been delivering win-loss reviews for B2B companies around the world since 2011 and I'm seeing buyer behaviours I've never observed before... Let me break down some of them quickly for you and share some guidance on how to use these lessons to your advantage: Trend #1: Risk has jumped up the decision tree in order of importance, to the very top of the list for many clients, even more so when it's a new vendor. Action: Go deeper on risk in your discovery conversations, recognise that risk is both organisational and personal...find ways to better manage, mitigate and share risk with your clients...Be the low risk option. Trend #2: Value for Money, Responsiveness and Cost are consistently selected as the most important decision criteria by many clients. Action: Responsiveness should be an easy one to get right, but many sellers are stretched too thin right now...do less, but do it better. Trend #3: Change in Strategic Direction is the most frequently cited reason for customers coming to market for a new solution at the moment. Action: Try to reverse engineer this reason, to understanding what caused this change in direction and what it actually means for the business. These are your keys to the kingdom, when building a rock solid business case. Trend #4: Feedback from Peers and Colleagues has emerged as the most trusted information source for almost all respondents. Action: Case studies and customer references are losing their luster...find ways to tap into the trust which prospective clients have in their own peer network, as a way to unlock deeper connections and build trust. Trend #5: Customers are demanding more detail in the proposal documents, tender responses and business cases which they are receiving. Action: Put in the work, avoid the cookie-cutter responses, find your win themes and weave them in, share the detail they need to make an informed decision. I haven't got a crystal ball, so I can't tell you if/when the pendulum will swing back the other way, from a buyer behaviour perspective. What I can tell you with a high degree of certainty is that prospective customers have raised the bar, in terms of their expectations from their vendor partners. It's our job now to to elevate the preparation, patience and professionalism of B2B sellers everywhere, to meet these changing needs and maintain our relevance to the customers we serve.

Buyers rarely choose the objectively best option. They choose the one they recognize. In many B2B decisions, familiarity plays a greater role than features or pricing. Teams may evaluate multiple vendors, but preference often leans toward the one they have consistently seen, heard, and understood over time. The reason is simple. Recognition signals safety. When a brand shows up repeatedly with clear, consistent messaging, it reduces perceived risk. Buyers feel more confident choosing what already feels familiar, even if alternatives may appear stronger on paper. This is where many marketing strategies lose effectiveness. In the pursuit of novelty, teams constantly change angles, campaigns, and positioning. But without consistency, recognition never compounds. Messaging resets instead of reinforcing, and trust takes longer to build. Repetition, when done well, is not redundancy. It is reinforcement. Each consistent touchpoint strengthens recall. Each repeated idea builds confidence. Over time, familiarity becomes preference, especially in longer B2B buying cycles. This week’s newsletter explores the psychology behind recognition, why repetition drives trust, and how to build consistency without losing relevance. For teams focused on sustainable growth, this is a shift worth understanding.

What trends will shape the real estate market over the next six months? Here’s what I’m watching as a quiet observer of how India feels about its future: 1. From Price Sensitivity → Value Consciousness People aren’t just looking for cheaper homes. They want more innovative layouts, efficient maintenance, and ROI—not just resale, but in living well. The home is no longer a status symbol. It’s becoming a system of well-being. 2. From Location → Livability The adage “location, location, location” is now “infrastructure, infrastructure, infrastructure.” People follow roads, metros, schools, and air quality. Cities are reshaping not through skylines, but via underground cables and flyovers. Tier 2 cities? Not the next big thing. They are the thing. 3. From Marketing → Trust Capital The new buyer doesn’t believe ads. They believe in testimonials, track record, and transparency. Builders with brand equity, no matter the scale, will win. Your reputation is your marketing now. 4. From Real Estate → Real Utility Warehousing, data centres, fractional ownership, mixed-use microcities— We’re witnessing the “Unbundling of Real Estate.” No longer just brick and mortar. Now: platform, ecosystem, experience. These shifts are quiet, but once they tip, they reshape the demand curve. So if you’re in real estate—stop chasing virality. Build something buyers trust, infrastructure respects, and families stay in. “The best returns come from long-term thinking in spaces where others chase the short term.” Let’s play that long game.

While everyone’s focused on inventory and interest rates… I’m seeing deeper shifts in buyer behavior... ones that could define Bay Area real estate for years to come. 1. International buyers are quietly returning 🌏 During COVID, foreign investment dried up almost entirely. But now? I’m seeing strategic buyers from Asia and Europe returning and locking in long-term U.S. assets while headlines still talk “cooling.” These are not speculators but planners. Buying for kids, diversification, or future migration. 2. Empty nesters are upsizing, not downsizing 🏡 Traditional wisdom said: sell the big house, move into a condo. Today’s reality: they want more space for home offices, adult kids returning home, or even hobbies and wellness rooms. Hybrid work and multigenerational living are redefining retirement housing. 3. First-time buyers are outbidding investors on starter homes 👨👩👦 In the past, cash-heavy investors snapped up sub-$1M homes. Now, I’m seeing tech couples with strong financing and heartfelt letters win out. Investors are backing off or shifting to higher-end flips or long-term multi-units. The starter home market is becoming more personal again. 💡 So what does this all mean? → The Bay Area is still a global safe haven quietly drawing international capital → “Downsizing” is no longer the rule for affluent retirees → First-time buyers are gaining ground as investor activity shifts The media may say we’re in a slowdown but on the ground, the story is far more dynamic. 👀 What unexpected trends are you seeing in your market? #bayarea #realestate #housingmarket #property #realtor