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Your member map

Ten squares that divide your customers: who is recent, who is frequent, and who is about to be gone.

The map divides your members into ten squares with two questions: how recently they came, and how often. Top to bottom is WHEN, recent at the top, a long time ago at the bottom. Across is HOW OFTEN, few visits on one side, many on the other. Every square carries a description and a count.

  1. Open the loyalty console, the «customers» group, the «Segments» tab. The map is the first thing on the page, with the segment builder directly beneath it.
    Your member map, above the segments: last visit down the side × how often across the bottom, every square a description with its count. A square reading 0 is a description nobody wears.
    Your member map, above the segments: last visit down the side × how often across the bottom, every square a description with its count. A square reading 0 is a description nobody wears.
  2. Press any square. Its question drops ready into the builder below under its own name, with the count and the people in it, and from there you save it as a segment or send it the week's message.
    Every square is a button: press one, «cold», say, and it lights up with a ring, and its question is made ready in the segment builder directly below.
    Every square is a button: press one, «cold», say, and it lights up with a ring, and its question is made ready in the segment builder directly below.

What each word means

And the ten words, from the top square to the bottom:

Champion
Came recently and comes often. The most valuable thing you have, and the one that needs the least from you.
Promising
Came recently and the habit is forming. This is the one you can turn into a champion.
New
Came recently and is still at the start. Once or twice.
Loyal
The habit is real, but it has been a little while. Worth a gentle nudge.
Needs attention
In between: it has been a while, and the visits are neither many nor few.
Casual
Comes now and then, and the last time was this month.
At risk
Had a real habit with you and it is going quiet. This is the square that deserves your call today.
Slipping
The visits were few to begin with, and it has been a while.
A regular who stopped
Was one of the regulars and stopped. The heaviest loss on the map, and the hardest to bring back with a broadcast.
Cold
Has not come in a long time, and did not come much before that.

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