Group customers by visit rhythm

Visit rhythm groups your customers by how recently and how often they come in. You tell NextStamp how often your customers usually visit, and each customer lands in one of five groups. They move between groups on their own as they come in or stay away. The Customers screen, Insights and your campaigns all use the same groups. For ideas on what to do with each group, read how to bring customers back.

The five groups

• Regulars. In recently, with enough visits to call them regulars.
• Coming back. In recently and back at least once, but not as often as a regular yet.
• New. Their first visit was recent, and they haven’t been back yet.
• Slipping away. No visit for longer than usual.
• Gone quiet. No visit for a long time.

Every customer is in exactly one group, so the groups add up to all your customers. Customers never see which group they are in.

Pick your rhythm

Open Settings, then Visit rhythm under Loyalty cards. Owners and admins choose how often their customers usually visit:

Until you choose, NextStamp uses the rhythm for your trade and says it’s suggested. Your own lets you set the three numbers yourself: regulars after 3 to 10 visits, slipping away after 7 to 180 days without a visit, and gone quiet at least a week after that, up to 365 days.

Before you save, the sheet shows how many of today’s customers would be regulars, slipping away and gone quiet. A new rhythm takes effect everywhere at once, and nothing about your customers or their stamps changes.

How visits count

A visit is joining your card, or stamps or a reward used 15 minutes or more after the last one, at any outlet and on any card. Days are counted in your business’s time zone. A customer moves group a minute or two after their visit.

On the Customers screen

Customers opens with your visit rhythm and a chip for each group, with how many customers are in it. Tap a group to see its customers, latest visit first, and what puts someone in it. Each customer shows their group and number of visits, and their own page shows how often they usually come in.

Owners and admins get a button under each group that opens a campaign already kept to it:

• Regulars: a one-off gift to thank them.
• Coming back: double stamps.
• New: a one-off gift to bring them back a second time.
• Slipping away: “We miss you”.
• Gone quiet: a one-off gift.

Nothing goes out until you check the draft and switch it on.

In campaigns

One-off gifts, double stamps and deals can be kept to one group or several under Who it’s for. Each group shows how many customers with the card are in it, and the reach shows how many your choice covers. At the till, double stamps and deals judge a customer by the group they were in when they arrived, so every stamp of one visit gets the same offer.

“We miss you” already goes to customers who stayed away, so it isn’t kept to groups. It follows your rhythm instead: choose When they start slipping away or When they’ve gone quiet, and if you change your rhythm later, it changes too. You can still choose your own number of days. See set up a “We miss you” campaign.

In Insights

The Customers by visit rhythm section shows the five groups for your whole business, with links to see each group and to invite those slipping away back. See read your numbers in Insights.