Member Insights

The Member Insights tab provides access to the following parameters:

Parameter Description
Member Segmentation In TIBCO Reward analytics, customers who made transactions in the previous year are categorized into different segments based on the following parameters:
  • Recency: How many days have passed since a shopper has made a transaction.
  • Frequency: How often a shopper makes a transaction.
  • Monetory: How much has a shopper spent in all their transactions.

The Member Segmentation section has the following subsections:

  • Segment Distribution Graph: Displays the different segments and sizes according to shopper count in the corresponding segment. You can apply the filter provided on the left pane and narrow the result displayed in the graph. In case of invalid or incorrect values provided in the filter, an error is displayed in a tooltip or in the notification area
  • Segment Details: Displays the Total Segment Spend and Average Segment Spend by all shoppers included in the Segment Distribution Graph. The values are updated based on the filter criteria
  • Segment Shopper: You can select the segment from segment distribution and corresponding shoppers based on filter criteria are displayed in this visualization. You can export the shopper list for each segment and save it as .csv file in the local disk. This list can be imported in the CRMS (by using the required Shopper Identifier from the .csv file) to target an offer for selected shoppers.
Note: Top 100k shoppers for the selected segment and filter criteria are displayed in the table. To get access to the complete list contact the TIBCO support services.
Visualization Description
Segment Size over Time Displays the segments and corresponding shopper count for each month. This helps you to monitor segment performance over the past months.
The member segments are described in the following table:
Segment Description
Champions Most active shoppers. Highest recency, highest frequency.
Loyal Customers Frequent shoppers, not as active as champions. High recency, high frequency.
Potential Loyalist Shoppers who have recently started shopping more, primed to become loyal customers or champions. High recency, average frequency.
Customers Needing Attention Shoppers on the fence. Average recency, average frequency.
About to Sleep Shoppers who visit now and then. Average frequency, low recency.
At Risk Shoppers who used to be active at one point, but have shown a recent drop off. Low recency, average frequency.
Hibernating No longer active. Lowest recency, lowest frequency.