To understand each stage your customers are undergoing better, feel free to check this table below that summarizes typical customer behavior for each lifecycle stage and an example of the goal you should pursue when communicating with different types of customers:
Sections in this article:
Customer lifecycle stages in segmentation
Each lifecycle stage gives you an opportunity to achieve some specific goals to bring value to your business. To do this, we recommend creating segments based on each lifecycle stage.
To create such a segment, navigate to your Audience tab > Create segment > use a custom property named 'Lifecycle stage' and choose the needed value (stage).
They can be used as stand-alone filters or combined with other segmentation rules
Customer lifecycle stages in contact profiles
For each customer that has placed at least 1 order, you can find their lifecycle stage in the Profile view. This gives better understanding of each specific contact journey and provides a complete single customer preview.
Note! If a customer hasn't placed any orders, you'll see a dash next to lifecycle stage, meaning there's no data to analyze yet.
Suggested use cases
Although there are specific actions you could be taking to re-engage all lifecycle-stage based segments, we suggest to focus on the most valuable ones - cherish the Loyalists and Champions, so your brand is always top of mind for these customers. Also, consider going an extra mile to nurture & reactivate the customers in High Potential and Need Nurturing segments.
1) Customer lifecycle segments in post-purchase automations
You can use different engagement strategies within the same automation workflow. For example, you can build a similar post-purchase workflow to send different emails to your Recent customers, Loyalists, and Champions.
2) Customer lifecycle segments in reactivation automations
You can set up customer reactivation automation workflows based on lifecycle stages. When a customer enters the reactivation stage of the lifecycle (at risk or can't lose segments), you can email them a limited offer to get this customer to purchase from you again.
As customers can reach the same stages multiple times, when buying multiple times, we recommend enabling the 'Do not re-trigger workflow for contacts who have already been in this automation at any time' option in trigger frequency settings to ensure you are not overwhelming them with emails and SMS.
3) Customer lifecycle segments in campaigns
Send your email campaigns with special incentives to your VIP clients - Loyalists and Champions.
Create a campaign with a bigger discount for these clients, or give them early access to a new collection. There can be multiple ways to show your gratitude.
Make sure to check out our blog to find even more information about Customer Lifecycle stages and how to use this feature to grow your revenue.
How often the stages are recalculated?
Lifecycle stages are recalculated once a day, so segments are updated once a day as well.
Why the number of customers that got an email campaign from me, when I sent it to a segment based on a specific lifecycle stage, is lower than the number of contacts in this segment?
Customers with different lifecycle stages can have 'unsubscribed' and 'non-subscribed' statuses, and you can't send email campaigns to them without opt-in.