Our retention grid provides loyalty segmentation and lifecycle analytics which gives you more insight on your customers. It also indicates whether a group is growing or not and alerts you about significant drops. In addition, you can zoom in on each segment to discover even more about it.
Every segment is based on two criteria; how long ago the last order of a customer was and the total amount of their orders. You can find an explanation of each segment below.
Loyal
Customers in the loyal segment have ordered four or more times and had a purchase in the last 90 days. They are also the ones who are most likely to buy your new products and promote you to people they know. Try target these customers with up- and cross-selling touchpoints, since they are likely to make use of them. Other possible touchpoints are ones which share news or blog articles, go ask them for reviews or include them in your loyalty program.
Red Alert
These are the customers who used to be loyal customers, it is important to contact them and prevent losing them as a customer. Try to win them back or understand why they stopped purchasing.
Promising
These customers have ordered two or three times, their last order is in the last 60 days. Try to make them loyal customers by creating touchpoints which include product recommendations based on their previous purchases. Also make sure to include exclusive offers or discount coupons.
Sleepers
Customers in the sleeper segment have placed one or three orders, but their last order is more than 90 days ago. Try grabbing their attention with touchpoints which include bold persuasion texts.
One time buyers
This segment contains customers who only ordered once. Customers with only one conversion have a low change of transitioning to one of the segments above, so try building a relationship with them first. Focus on brand awareness and creating an emotional connection. Use persuasive content of the Authority and Consistency persuasion types.
How to make it actionable
Our retention grid gives a lot of insight on your segments and you can start targeting them by recreating segments with the same rules. An example for the red alert segment:
If you feel like the amount of conversions or days since the last conversion doesn't suit your website, you can of course change them in the segment ruling.
Not sure how to create a segment? You can follow the tour in our Platform Guide.