Hey everyone,
We’re exploring ways to help Shopify merchants build stronger customer loyalty and get smarter with their marketing through better customer understanding.
Would love to hear your thoughts on a couple of things:
- What’s your BIGGEST challenge right now when it comes to keeping customers coming back?
- Segmentation - Love it? Hate it? Wish it was easier? How do you currently try to group your customers, and what do you wish you could do with customer segments that you can’t easily do today?
- If you’re using any loyalty apps (like Smile.io, Yotpo, etc.), what’s one feature you absolutely LOVE, and one feature you feel is really MISSING or could be way better?
Biggest challenge for us is timing. Knowing when a customer is actually ready to reorder versus when they are just not thinking about it yet. Most tools treat everyone the same regardless of their purchase pattern which means you either reach out too early and feel pushy or too late and they have already gone elsewhere.
On segmentation: the concept is great but the execution is painful. Most platforms make you build segments manually and they go stale fast. What I wish existed is segmentation that updates automatically based on real behavior, not just purchase history but channel preference, browsing patterns, how they respond to messages.
On loyalty apps: the part I like is the points mechanic because it gives customers a reason to come back. What is almost always missing is intelligence around when to nudge someone to redeem. Most apps just let points sit there. The brands that win are the ones that know exactly when a customer is close to churning and surface the reward at that moment, not on a fixed schedule.