Customer segments
Menuthere sorts every customer into one of eight segments from how often they order, how recently and how much they spend. Pick a segment to see only those customers, then export them or message them.
- Where
- Customers → My customers
- Plan
- Lite shows each customer's segment and the rules. Picking a segment to filter by is Pro.
- Updated
Use the segments
Step 1: Read the rules
Press Info on the customer list. What the segments mean shows each segment with its rule.
In the dashboardCustomersMy customers
Step 2: Pick a segment
Press the segment button, which starts as Customers with a count, and choose one. The list shows only that segment. Each choice carries its count, and the counts follow your search and filters.
Step 3: Act on it
Press Export to take the segment into a spreadsheet. See Export customers. WhatsApp broadcasts and comeback messages pick their audience from the same segments.
The eight segments
| Segment | The rule | What to do |
|---|---|---|
| VIPs | In the top 10% by lifetime spend, with 2 or more orders, and ordered within the last 90 days. | Give them early access and perks. Do not spend discounts on people who already pay full price. |
| Regulars | 5 or more orders, and ordered within the last 30 days. | Keep the experience steady. |
| Repeat | 2 to 4 orders, and ordered within the last 30 days. | A well-timed nudge turns them into regulars. |
| New | Exactly 1 order, placed within the last 30 days. | Follow up while they remember you. A second order matters most. |
| At risk | 2 or more orders, but nothing in the last 30 to 90 days. | Reach them before they lapse. |
| One-and-done | Exactly 1 order, and nothing since, for more than 30 days. | Look at the first experience. Many here point to a problem with it. |
| Lapsed | 2 or more orders, but nothing in over 90 days. | A win-back offer is worth trying. |
| Enquired | Messaged you on WhatsApp but has never ordered. | They nearly bought. Follow up. |
Questions
Can I change the rules?
Why is nobody in VIPs?
Do cancelled orders count?
Related
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