Using the Customer Journey Feature

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Overview

Loyalty Points offers an integration with Bold Brain that helps track and segment your customers based on the actions they take on your site.

Customer Journey records specific actions that your customers take on the website. The feature uses this information to determine what type of customer they are and moves them into the appropriate bucket.

You can use the Customer Journey to measure how well your marketing campaigns and storefront optimizations are performing. You can then use the Customer Journey "audiences" to customize your marketing messages to different groups of customers.

To learn more about this feature, please follow these steps:

  1. From Shopify's admin, select Apps.

    Select the Apps option on the left-hand side of your Shopify admin

  2. Select Bold Loyalty Points.

    Select Bold Loyalty Points from your list of apps

  3. Select Customer Journey (BETA).

    From the side navigation bar, select Customer Journey

  4. Selecting the audience type displays statistics about each of these audiences: 

    Note: Once a customer has completed any of the criteria in the next audience type, they will be moved into that audience bucket. If their qualifier is no longer valid in their current audience type, they'll be moved into the previous bucket.

    Picture shows the Customer Journey, which is 5 boxes connected horizontally, the names (from left to right) are: Awareness Audience, Consideration Audience, Acquisition Audience, Retention Audience, Advocacy Audience

    • Awareness Audience: These customers have viewed at least one page on the store but taken no further action on the site. Nearly all customers will be anonymous at this point. However, you can track how successfully your storefront is performing by seeing how many of these customers progress to "Consideration" or "Acquisition".

      Picture shows the Awareness Audience report in the form of a graph

    • Consideration Audience: Unless a customer has signed up for your newsletter, the majority of these customers will remain anonymous as well. Customers that fall within the "Consideration" audience have either:
      • Visited the store and viewed a product on at least three separate occasions, within the last 30 days
      • Added a product to the cart in the last 30 days
      • Provided an email address and created a customer profile

      Picture shows the Consideration Audience report in the form of a graph

    • Acquisition Audience: Customers in the "Acquisition" phase have completed only one order on the store. These customers should no longer be anonymous at this stage, as there is now a name attached to an order.

      Picture shows the Acquisition Audience report in the form of a graph

    • Retention Audience: Customers within the "Retention" audience have either:
      • Completed more than one order in the last year
      • Redeemed their loyalty points within the last year

      Picture shows the Retention Audience report in the form of a graph

    • Advocacy Audience: Your "Advocacy" customers have either:
      • Referred another customer through Loyalty Points
      • Used the social sharing functions for points through Loyalty Points
      • Been manually tagged as an "advocate" within their Shopify account

      Picture shows the Advocacy Audience report in the form of a graph

You can follow the links below to learn more about how to create ad campaigns for these customers using Brain's integration with Mailchimp.

Helpful Links:

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