Can You Spot Potential Defectors?

This is a behavior map of about 25,000 customers. Loyalty Builders’ analysis scores the behavior of each customer and each dot on this map represents a single, identifiable customer.

Amount, on the vertical axis, shows the total amount each customer has spent with you over time, using a log scale. The customers at the top of the chart have produced the most revenue.

Purchase delay, along the horizontal axis, is a measure of the number of expected purchases a customer has missed since their last purchase. As you move to the right side of the chart purchase delays increase.

If you were to divide this chart into four quadrants, the dots in the upper right box would represent high value customers with high revenue who haven’t purchased in a long while – customers you can infer are at risk of defecting.