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A loyalty marketing and retention glossary of terms for ecommerce and omnichannel retail brands explaining some of the most commonly used terms and phrases.
The strategic process of attracting, engaging and converting new prospects into paying customers.
An automation is a workflow that can be executed with minimal to no Admin intervention. Example, loyalty points which are automatically credited to a customer account after a purchase.
The rate at which customers earn points or rewards based on their actions typically spend.
A campaign designed to convert new users into engaged loyalty members.
A system that allows loyalty features to connect with platforms like Shopify or POS systems.
The average amount spent per transaction used to measure purchasing behaviour.
Grouping customers based on similar actions/ behaviours like purchases, visits or engagement.
Triggers based on user actions and purchasing behaviours.
A promotion offering loyalty points incentives for specific actions or purchases.
A customer’s consistent preference for a brand driven by trust and experience.
The rate at which customers redeem their earned loyalty points.
Tracking which campaigns drive results.
An automated action initiated by a customer behaviour such as a purchase or signup.
A loyalty model where customers receive a percentage of spend back as credit which can be used on future purchases.
The percentage of customers who stop engaging or purchasing over time.
CLV is a prediction of the total business value derived from a customer relationship based on their current spending habits and their lifespan.
The percentage of users who take a desired action such as sign up or purchase.
Campaigns running across multiple platforms.
Percentage of users engaging & making their first transaction after signup.
A system that unifies customer data across channels under a unified customer profile.
The level of interaction and emotional connection customers have with a brand.
The full experience a customer has with a brand across all touch points.
Automated engagement across the entire customer journey
A system designed to reward repeat behaviour and increase retention.
A single view of a customer combining data & behaviour across all channels.
The ability to keep customers returning & making purchases over time.
Dividing customers into groups based on pre-defined & shared characteristics or behaviour.
Using customer data & behaviour to personalise marketing campaigns and offers.
Enhancing customer data with additional attributes made available through Apps.
Grouping customers by age and gender, or by location using a manual tagging workaround.
A virtual version of a loyalty card.
A reward offering reduced price to encourage purchase.
Automatically updated customer groups based on real time behaviour in line with the rules of the group.
Defined actions that determine how customers earn rewards.
The relationship between spend and points earned.
Approach to retaining customers in online retail.
Emotional loyalty is an emotional attachment to a brand driven by trust, recognition, and shared identity.
Frequency of interaction with loyalty program.
An automation triggered by a specific event such as birthday or purchase.
Non monetary rewards like VIP access or exclusive events.
Data collected directly from customers through owned channels.
The rate at which customers earn points or rewards based on their actions; typically spend.
Using game mechanics such as points, levels and badges to drive customer engagement.
Targeting customers based on geographic location.
Customers generating the most revenue or engagement.
Loyalty engagement happening via physical retail or POS.
Using rewards to incentivise customer behaviour.
Connecting loyalty systems with e-commerce platforms.
Marketing based on customer stage such as new active or dormant.
Automated campaigns triggered by customer behaviour.
Tool used to create and manage loyalty campaigns automatically.
The unit of value in a loyalty program such as points or credits.
Software used to manage loyalty programs.
Technology enabling dynamic personalised rewards.
Return on investment from loyalty programs.
Levels within a program offering increasing rewards.
Digital storage for rewards and points.
Technology that automates campaigns and messaging.
Highly specific customer segmentation groups.
Marketing across multiple platforms without full integration.
A metric measuring customer satisfaction and likelihood to recommend.
Seamless interaction across all customer touchpoints; points of sale, online and in store.
A unified loyalty experience across online and offline channels whereby customers can earn and redeem loyalty incentives across all channels.
A loyalty system where customers earn and redeem points.
Rules defining when points become invalid and can no longer be redeemed.
The process of customers using the app at the cash point to redeem points or use coupons.
Connecting loyalty systems with in store checkout.
Using data to forecast customer behaviour.
AI based grouping of customers based on predicted future behaviour.
A time based marketing initiative offering incentives or special offers.
Combining multiple discounts or rewards.
Targeting customers based on past purchases.
Customer reactivation is a process or strategy designed to engage customers who have been inactive for some time. This can sometimes be referred to as a “win back” campaign such as limited time offers, news & updates, seasonal greetings and many more.
Segmentation updated instantly based on behaviour.
Rewarding customers for bringing in new customers.
The frequency of customers returning to buy again.
Retention Rate is the percentage of customers retained over time.
Return on investment is a financial ratio that measures the profit generated by an investment relative to its cost.
A list of available rewards within a loyalty program.
Structuring rewards across different levels.
System that creates and manages customer segments.
Customer data stored within Shopify used for targeting.
A loyalty system integrated directly into Shopify stores.
Unified marketing across Shopify online and in store channels.
Loyalty integrated with Shopify in store POS system managed from the Shopify Admin.
Targeting customers based on specific products purchased.
Advanced automation based on multiple conditions.
Rewards for social actions like sharing or reviews.
Loyalty tied to paid membership.
Unexpected rewards to increase emotional loyalty.
Movement between loyalty levels based on behaviour or pre-defined rules for each level.
Data generated from purchases.
Transactional loyalty is incentive based loyalty. Customer engagement & purchases are driven by discounts, promotions or limited time offers, etc.
Fully integrated retail system across channels both online and in store.
A complete single view of customer data including profile, historical transactions and participation in loyalty programs, points balances, etc
Rewards designed to increase the order value
Customer created content used in marketing.
Campaign targeting inactive customers to incentivise engagement and purchases.
Digital loyalty cards stored on mobile devices used at checkout to earn & redeem loyalty rewards.