💡 Customer segments correspond to a breakdown of your customers according to their behaviour.
Our approach to user segmentation is dynamic, adapting to the specific performance of each shop. This means that criteria such as amounts spent, as well as recency and frequency scores, are not fixed. They vary according to the results of each shop, allowing a personalised and flexible approach to best respond to local dynamics.
Defining new segments
| Segment | Description |
|---|---|
| Champion | Highly engaged customers with frequent interactions, likely the most valuable customers, showing high recent engagement and consistent interaction history. |
| Loyalist | Customers with a strong, consistent engagement history, regularly interacting with the services or products. |
| Potential Loyalist | Customers who are developing consistent interaction patterns and are showing signs of becoming loyal customers. |
| Promising | Customers who show potential with recent activities, indicating a growing interest or increasing engagement, but are not yet frequent shoppers. |
| Recent Customer | New customers who have started interacting recently with limited history but showing engagement in the near past. |
| Can not Lose | High-value customers showing signs of reduced engagement recently, critical to retain due to their past high engagement or purchase value. |
| About to Sleep | Customers who have had interactions in the past but are showing reduced activity recently, indicating a risk of becoming less engaged or inactive. |
| Need Attention | Customers whose interaction patterns suggest a risk of reducing engagement and might need targeted strategies to maintain their interest. |
| Tourist | Customers with very sporadic and infrequent interactions, showing no regular engagement patterns. |
| Hibernating | Customers who were once active but have not interacted recently, differing from 'Lost' customers by their history of more consistent engagement. |
| At Risk | Customers who historically interacted frequently but have shown a significant drop in recent activities. |
| Unexpected |
Customers with purchases but the monetary value is equal to 0 (possible anomalies) |
| New Contact | Contact who do not fall into any segment and have been added or registered recently, within the last three months. |
| Lost | Customers who have not interacted for a long period and are considered inactive due to their prolonged inactivity. |
| Lost Zombie | Customers who have had zero activity in the reference period and do not qualify as 'New Customers', indicating a prolonged period of inactivity and lack of engagement. |
| Old Lost Customer | Customers who have not had any activity since before the reference period and had before that period. |
*An ‘Opener’ / ‘Non-opener’ classification (if you haven't opened 1 email 5 times in a row).
*The segmentation of your customers is updated every week.