These loyal customers are likely to make additional purchases and should receive the best experience every time they visit your site or app. Promote new products over older ones, as these customers are already familiar with your catalog. Customers will remain in this state until their number of purchases in the last 365 days drops below a certain loyalty threshold
Behavior related to this state of mind
They return frequently, buy consistently, and actively seek what's new or exciting from your brand.
Your goal
Sustain their enthusiasm and maintain long-term value by rewarding loyalty, recognizing their preferences, and keeping their experience fresh and elevated.
Empathetic response
Your empathetic response for this user could include:
Reward and recognize
Make the user feel seen, valued, and able to access exclusive promotions. For example, deepen the emotional connection with loyal customers and boost retention through VIP-only access to exclusive experiences:
- Early access to sales & pre-orders
- Limited editions & new collections
- Virtual styling sessions
In addition, you can keep the customer engaged and committed to loyalty programs by displaying loyalty points and providing tailored offers from your CRM.
Activate advocacy and referrals
- Implement referral programs and incentivize social sharing with exclusive rewards.
- Develop exclusive online communities for focus groups, beta testing, and preference surveys.
Promote higher-end products
Expand the user’s relationship with your brand by introducing high-margin, high-potential products they haven’t tried—based on what they already buy and what similar users enjoy.