Customer Analytics overview

Customer Analytics is a suite of four reports that give you insights into customer retention and reactivation. The reports can all be used in tandem to proactively identify patterns and trends in your customers’ movement.

For more information on setting up this report or troubleshooting unexpected results, see Customer Analytics setup.

View Customer Analytics

To access Performance Metrics, navigate to Analytics and in the Customer Analytics section, click Performance Metrics. The Performance Metrics appears.

To access any of the Cohort Analysis reports, navigate to Analytics and in the Customer Analytics section, click Cohort Analysis. The First Identification to First Purchase report appears by default. To view a different Cohort Analysis report, click the report name in the sidebar.

Performance Metrics overview

Performance Metrics is a single report that shows your portfolio’s weekly year-over-year performance in one week (Sunday through Saturday), which you can adjust through filtering.

The analytics shows reports where you can measure revenue, AOV, customer count by type, and purchase frequency.

You can view the reports based on the following customer types:

New customers
- Customers who made their first purchase during the selected week.
Retained customers
- Customers who made a purchase in the prior year and purchased again in the selected week.
Reactivated customers
- Customers who did not make a purchase in the prior year but purchased during the selected week.
One-time customers
- Customers who have only made one lifetime purchase.
Repeat customers
- Customers who have made two or more lifetime purchases.

Filters

You can filter the report by the following:

Is Week Complete
- Indicates if you want to see the last complete week or the current incomplete week.
  - Yes shows the last full week, from last Sunday through Saturday.
    For example, if today is Monday, September 9, the last full week would be Sunday, September 1st through Saturday, September 7.
  - No shows the data from Sunday to the current day.
    For example, if today is Monday, September 9, this would display data starting from Sunday, September 10.
- Defaults to Yes.
Week Starting
- Compares the current week’s performance to a specific week in the past.
- Defaults to the last 13 months.

Cohort Analysis overview

Cohort Analysis contains three reports that focus on customer movement during specific lifecycle stages:

First identification to first purchase
- Customers who are first identified by Bluecore and then made their first purchase.
First purchase to repeat purchase
- Customers who made their first purchase and then made their second or more purchase.
Bluecore Predictive Lifecycle: At-risk to active
- Uses Bluecore’s predictive life cycle stages to measure customers who move from at-risk to active.

Conversion rate reports

The Cumulative Rate Report and Incremental Rate Reports are both available in all of the Cohort Analysis reports, and show cumulative and incremental changes in customer conversion by month, respectively.

You can use these reports to track conversion rates based on the month campaigns were launched.

For example, you launch a best sellers campaign in August with the goal of acquiring new customers. After the launch in the November row, the month 0 column shows August’s conversions. You can continue to see how this campaign contributes to conversion as long as it’s active by checking month 1 column to see September results, month 2 to see October’s results, etc.

Campaign goals

You can use these reports and specific campaign types or audiences to focus on your department’s or company’s goals. Each of the following goals has specific reports to track the metrics and campaign ideas