Engaged LoyaltyLion program customers who actively collect points and redeem rewards have significantly different buying behaviour than customers who are not involved in the program.

Redeeming customers incentivised to engage with your brand and loyalty program become your advocates, therefore leading to shorter purchasing cycles and a longer customer lifespan, whilst also recommending your product and services to friends, family and colleagues. These customers are retained for longer, increasing your overall customer retention rate, and most importantly, keeping your most valuable customers returning. All in all, the LoyaltyLion program drives a significantly higher customer lifetime value, generating significantly more revenue from redeeming customers than your guest customers.

You can choose how to view your Key metrics charts (Total revenue, Customer lifetime value, Average purchase frequency, Average order value) using the filter picker.

Redeemer:

A member of your program who has accrued and redeemed points to claim a reward, but has not necessarily used that reward in an order.

Non-redeemer:

A member of your program who has accrued points but has not redeemed those points to claim a reward.

Non-member:

Someone who has not joined your loyalty program.

Insights based on your customer tier level. We do not surface deleted or reset tiers in the loyalty dashboard - only currently live tiers.

Behavioural charts and metrics are derived from your store, site order and transactional data.

All revenue and order related charts:

Gift cards are counted as they are purchased (because they are a line item in the store), but we don’t count them when they are used.

Email and SMS attribution relies on 3rd party email service providers passing cookie and session data within the order object. Some 3rd party services managing returns may not be included in your order data.

Referral, Loyalty page and Email & SMS revenue generated via LoyaltyLion is directly attributable and evidenced to a single purchase event or from a customer acquired purely as a result of the feature and functionality of the Loyalty Program.

The Redeemer repeat purchases are attributable to LoyaltyLion as the customer’s purchase behaviour has been directly influenced by their ability to earn and redeem points in the program, which is evidenced by their ongoing participation and engagement with the program. This is further evidenced by the comparison in behaviours between redeeming and non-redeeming across a number of metrics including Customer lifetime value, Returning customer rate, Average purchase frequency and Customer retention rate, where the only difference in members’ status is their participation in the program.

Loyalty attributed revenue as a percentage of the total store revenue.

CLV is a metric that represents the total net profit a company can expect to generate from a customer throughout their entire relationship.

This is a predictive model, as we apply a future value to each customer value based on the time since their last purchase.

As a predictive CLV model, we look at the future value of a customer by looking at the time since they last made a purchase and applying a multiplier to the segment's AOV.

Examples:

If a customer's time since their last purchase was 3x the average purchase interval, we consider them churned and apply no additional value to them.

If a customer's time since their last purchase was <1x the average purchase interval, we consider them active and apply the full value of 3x the average order value to them.

Working example:

As an example, your redeeming customers, based on historic order data, on average purchase every 20 days and spend $100 per purchase.

Customer A: Active

Total spend to date: $2000

Last purchase made: 10 days ago

CLV = $2000 + ( 3 * $100 )

= $2300

Customer B: Still a customer

Total spend to date: $1000

Last purchase made: 25 days ago

CLV = $1000 + ( 1.5 * $100)

= $1150

Customer C: Churned

Total spend to date: $1500

Last purchase made: 65 days ago

CLV = $1500 + ( 0 * $100)

= $1500

This graph shows the total revenue contribution by each customer segment – this is calculated based on the state of the customer (non-member, non-redeemer, redeemer) at the time of order.

AAPF represents the average number of times a customer makes a purchase in a given 12-month window. This metric indicates how often, on average, your customers are buying from you over a year.

This metric looks at the status of the customer at the time of the calculation. We also consider historic purchases made by the customers in previous states (non-member, non-redeemer) to calculate their purchase frequency using the same formula but for each segment separately.

AAOV refers to the average amount spent by customers per transaction. It is calculated by dividing total revenue by total number of orders.