In this article:
Overview
Customer Value Snapshot sits in your Insights tab. It compares your members against your non-members over the past 12 months, or since your program launched if that was less than 12 months ago, across average order value, average orders per customer and average spend per customer.
What the segments mean
Customer Value Snapshot splits your customers into four segments:
Non-member: a customer who has checked out as a guest
Member: a customer who has created an account with your store, so is enrolled in your loyalty program
Non-redeeming member: an enrolled customer who has not spent any points on a reward
Redeeming member: a customer who has spent points on a reward, or used a free reward against an order
What you can do with this data
Non-members. Encourage them to create an account so they join your loyalty program.
Members. If they are not engaging with your program, run a promotion such as a double points week.
Related: Running promotions
Non-redeeming members. Check that the "Reward available" LoyaltyLion email is enabled. We send it to a customer once they have enough points to claim a reward. You can also send their points balance through your email or SMS platform.
Redeeming members. These are your most engaged customers, because they are actively using your loyalty program.
Repeat purchase rates
Please note that repeat purchase data is available on Plus plans only.
Repeat purchase data sits inside Customer Value Snapshot. It shows how many of your customers go on to buy again after their first, second, third and fourth purchase, split by segment, so you can compare how members and non-members behave.
Your program needs at least 6 months of data before this shows results. Each column counts only the customers whose first purchase falls inside that period.
Drop-off rate
The drop-off table shows the percentage of customers who do not go on to make the next purchase. Read each column as: of the customers who reached this many purchases, this percentage stopped there.
So if the First to second purchase column shows 89% for non-members and 42% for redeeming members, your non-members are far more likely to stop after a single order.
Repeat purchase conversion
The conversion table is the mirror image, showing the percentage of customers who do go on to make the next purchase. The two are complementary: a 42% drop-off is a 58% conversion.
% of purchasing customers is the share of customers who make the purchase in question. If 100 customers buy once and 40 of them buy again, the First to second purchase column shows 40%.
FAQ
How do I export the customers in each segment?
Use the customer export button, which appears on each tab in Insights.
