Customers' types and segment

Learn how to categorize and manage your customers in Joy Loyalty Program with clear segmentation, allowing for tailored experiences and more effective loyalty management.

This feature is available for All plans.

Introduction to Customers' types and segment

For effective loyalty management, segmenting your customers into appropriate types is essential. Joy Loyalty Program offers a clear system to identify and manage different customer types and potentials, allowing you to enhance engagement and reward the right people.

Understanding the rules

In customer type, we have three of ones in the Joy Loyalty Program. Each type reflects a customer's status:

• Member: Registered customers who can earn and redeem points.

• Guest: Customers who order without an account but can earn points if enabled.

• Left Program: Removed customers who can’t access rewards or earn points.

In customer segment, we have five types of customers in the Joy Loyalty Program.

• Champion: Customers who have been very active recently, interact frequently, and hold the highest value

• Loyalty customers: Loyal customers who interact frequently but may not be among the highest-value customers

• Potential loyalists: Potential customers with stable activity frequency and average value

• At-risk: Customers who previously interacted but are now inactive

• Dormant: Customers with little interaction, low value, and a low chance of returning

How to set up this feature?

Viewing a customer's type

1

Go to the Customers section.

2

The customer’s type will be visible in the Type column.

Edit a customer’s type

1

Go to the Customers section

Select the customer you want to edit and click Choose this customer

2

Click Edit and choose a new type for that customer from the available options.

Note:

• A customer currently marked as a Guest can only be changed to a member or Left program.

• A Member can only be changed to Left program.

• A Left program customer can only be changed to a Member.

TIP:

For Member, you can quickly use the Exclude from program shortcut to change their type to Left program.

For Left program, you can use the Join program shortcut to change their type to Member.

Viewing a Customer's Segment

1

Go to the Customers section.

Select the customer you want to edit and click Choose this customer.

2

You can see the detail of customer segment in the customer profile.

Wrap up

Segmenting customer types within Joy Loyalty ensures that each customer receives the appropriate engagement based on their level of interaction with your loyalty program. By organizing your customers into Members, Guests, and Left Program categories, you can better tailor your rewards and communication strategies to keep your loyalty program running smoothly.