Defection Risk Loyal Customers

The customers in this segment are the store’s ex-loyal customers. They have a higher than the average number of orders but they haven’t ordered recently. In fact, they could have defected or are about to defect. The store needs to focus on recovering these customers.

Motivate to bring them back for a new order. The motivation can be a gift with the purchase, discount, or a premium bundle. Good win-back discounts won’t hurt here as these customers have shown strong behavior in the past, which could lead to multiple future sales if they come back.

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