评论
打印
So John Gauntman understands something fundamental about.
因此，John Gauntman精通
How relationships work in the long term.
维系夫妻关系的基本原则
And that basically how we fight, even in a short term period can indicate sort of the whole system and what it's gonna look like.
我们吵架的方式即使只是短短的十来分钟，也会反映出婚姻状况会预示出今后的发展方向
And one of the surprising things he discovered, it's not that successfully married people don't fight at all.
他发现，婚姻美满的夫妻并非不吵架这一点着实令人感到惊奇
It turns out everybody fights.
其实，每对夫妻都会吵架
And we all fight about the exact same things money, kids, sex, time and others.
而且吵架的原因基本上都是相同的钱，小孩，夫妻生活，时间等问题
And others are things like jealousy and in-laws.
还有吃醋啦，两家人的关系问题啦，都是吵架的原因
To bring this around, right, you can actually attribute every single one of these
之所以谈到这个问题婚姻中每个问题在产品中都有对应项
to problems that you see in customer support when you're building out your products.
可以把，客服中收集的问题应用到产品建设上
Right, so. This costs too much.
钱VS产品太贵啦
I'm having problems with a credit card.
信用卡出问题啦
If you're building a service that helps people deal with their clients
孩子VS客户，如果你的平台是用户用来服务自身客户的
they're very sensitive about anything happening with that.
那么用户就会非常关注这一点
Performance. How long you're up and how fast.
性VS表现，坚持多长时间，有多快
Others are I said jealousy and in-laws.
其他问题（吃醋或两家人关系问题）：
Right, so that's competition and partnerships.
对应的就是，竞争和同事关系
So anything weird happening there, people are gonna write to you about.
凡是这方面有问题都会反映给你的
And the reason I like to think about this in terms of customer support is that
我之所以这样考虑的原因是
in every ones that are processing of like a conversion funnel, customer support is the thing that happens in between every one of these steps.
在顾客留存的每一个阶段客服都在其中扮演着很重要的角色
It's the reason why people don't make it further down there.
如果客服不好，在中间的某个环节就卡死了
It's the thing that prevents conversion from happening.
顾客留存率就不会高
Now, as we were thinking through all these ideas and
我们在建立公司的时候
as we were building up the company,
要考虑其中各个环节
we realized that there's a big problem about
我们发现，几乎所有公司开始创业
how everyone sort of starts their company
或者是进行团队建设的时候
or build up their sort of engineering teams.
都存在一个非常严重的问题
And that is that there's a broken feedback loop there.
那就是反馈机制不完善
People are divorced from the consequences of their actions.
夫妻之所以会离婚是因为一些不当的行为导致的
