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Insights

This document is designed to help you maximize the potential of your Insights feature and drive customer loyalty with targeted strategies.

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Written by Success team
Updated this week

Overview

Gain valuable insights into your customer base with our Insights feature. Identify your most loyal customers, those at risk of leaving, and those you need to win back.

Use this data to craft targeted campaigns: send a gift to your most loyal customers, offer an extra discount to those at risk, or send a thoughtful reminder to win back customers who have drifted away.

Your loyalty program needs to run for a few months to collect sufficient data for accurate insights.


How insights are calculated

Our calculations center around the concept of a loyal customer by analyzing customer purchase behavior.

  1. Data Source:
    We analyze all orders (open and closed) and the customers who placed them, excluding canceled orders.

  2. Customer Grouping:
    Customers are divided into quintiles (20% segments) based on:
    Frequency: Total number of purchases a customer has made.
    Recency: Time since the customer’s last purchase.
    • This creates a 5 × 5 grid, grouping customers by purchasing behavior.

  3. Exporting Data:
    You can export the data to filter specific date ranges using Excel for more tailored analysis.



Key Customer Segments

Here’s how customers are categorized to help you prioritize your engagement efforts:

Loyal Customers

Customers who have made at least two purchases, fall into the top quintiles for recency and frequency, and consistently shop with you.

Action: Focus on maintaining strong relationships to keep them coming back.


At-Risk Customers

Customers in the third and fourth quintiles for recency, indicating they haven’t shopped recently but haven’t defected entirely.

Action: Reach out with reminders or incentives to encourage them to return.


Win-Back Customers

Customers in the lowest quintile for recency who are likely to have stopped shopping with you.

Action: Consider a well-timed promotion or loyalty program to recover their business.

Insights data is updated weekly, not in real time.

FAQ

Q. How far back do we look for insights data?

Insights are based on your customer and order data from the last 12 months.

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