We are pleased to announce the beta release of this feature🚀
Customer Journey allows you to visualize customer movement by connecting customer segments with edges (→).
Steps to Start Using Customer Journey
- Begin by adding your desired segments to a new "Segment Group" for use with the Customer Journey feature.
- Switch the display on the "Segment Group" to view the Customer Journey Board.
- On the Customer Journey Board, click "Edit" and then use the "Add" option on the left side to include customer segments.
- Connect these segments with lines (→) and save your setup to complete the aggregation.
Check detail documentation for specs here!
Ideas for Using the Customer Journey Feature
Who are the customers most likely to become "Repeat Customers"?
Let's take a closer look at the types of customers who have become "Repeat Customers" in the past 7 days.
What channels did these customers use for their initial purchase? What types of products were they most likely to buy?
How to interpret the data:
- In the last 7 days, 30 customers who initially purchased "Herbal Tea Bags" have moved into the "Repeat Customer" segment.
- In the last 7 days, 40 customers who initially purchased via "Display Ads" have moved into the "Repeat Customer" segment.
Which product lines do "Trial Product" buyers often gravitate towards?
If you're offering trial products as a mix of various items, keep an eye on which product lines these customers tend to purchase afterward.
How to interpret the data:
- In the last 7 days, 80 customers who first bought "Trial Products" have moved into the "Crunchy Product Line" segment.
- In the last 7 days, 40 customers who first bought "Trial Products" have moved into the "Refreshing Product Line" segment.
How much have "At-Risk" and "Lost" customers increased in the RFM segments?
If you're managing RFM segments, track how many "Active Customers" have transitioned to "At-Risk" or "Lost" status over the past 7 days.
How to interpret the data:
- In the last 7 days, 565 "First-time & Active Customers" have moved into the "First-time & At-Risk Customer" segment.
- In the last 7 days, 77 "Repeat & At-Risk Customers" have moved into the "Repeat & Lost Customer" segment.
For guidance on setting up RFM segments, please refer to this recipe!
How are customers transitioning between online and offline channels?
Understand how your customers are moving between online sales channels and offline sales channels (like Shopify POS) to refine your OMO strategy.
How to interpret the data:
- In the last 7 days, 30 "New Online Store Customers" have moved into the "Offline Customer" segment.
- In the last 7 days, 120 "New Offline Customers" have moved into the "Online Store Customer" segment.
What products were customers previously fans of before trying new products or brands?
Monitor how well your new products are resonating with your existing customers. Analyze whether they are reaching the target audience effectively.
How to interpret the data:
- In the last 7 days, 30 customers who previously bought "Refreshing Products" have moved into the "New Product 'Umami' Purchaser" segment.
- In the last 7 days, 150 customers who previously bought "Sweets" have moved into the "New Product 'Umami' Purchaser" segment.
From the Product Team
I'm thrilled to share that after more than six months of development and testing, we're finally launching the beta version of our Customer Journey feature! ECPower is more than just a "data analysis tool"; it's designed to help marketers manage customer segments with precision and use those segments to oversee their entire CRM strategy. The Customer Journey feature is a key part of this vision. While it's still in its early stages and might have some rough edges, we’re eager for you to start using it. Your feedback on how you’d like to use the feature, what additional functionalities would be beneficial, and what could be improved will be incredibly valuable. We can't wait to hear your thoughts!