Attract the right customers by deploying first-time buyer experiences. First timers need to understand how your product provides value over the competition. Get them to spend more time with your product and explore its form and function deeply. Leverage their interactions with your brand.

Key goals
Trust the brand Understand value
Key characteristics
New prospect Needs convincing
Ways to acquire
Digital and In-Store Personalization

Engage in-store customers to continue their shopping journey on the webfront. Enhance the onstore experience—and keep it cohesive offline.

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Convert - Sales

"Customers with the best past experiences spend 140% more have a 74% chance of remaining a customer for at least another year. than those with the poorest past experiences.” — Harvard Business Review. Converters have purchased their first product and are curious about the other products and services you offer. Or more of the same. They have invested time, effort, and money into your brand, and they need to attach to your related products and services

Key goals
Adopt Accessorize
Key characteristics
Positive Still learning
Ways to convert
Personalized Web

Identify behavioural patterns which correspond to a visitor’s particular shopping goals. Then automatically insert content on the page to personalize their experience.

Onboarding Journeys

Adjust customer onboarding processes based on the user data. Create distinct onboarding journeys that focus on user roles, expertise and behavior. Guide and educate different segments of customers with the key product features and capabilities.

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Grow - Service

Champions are invested in your brand and care about your success. They have formed an emotional connection with your products and your brand and they will purchase from you over and over again. It’s important to invest in personalized experiences to maintain their loyalty. Average redemption rates for loyalty programs are at an all time low of 13.67%. At the same time, Personalization drives between 5 and 15 percent revenue growth for companies in the retail and travel sectors

Key goals
Purchase regularly Do not defect to a competitive loyalty program
Key characteristics
Loyal Extremely open to new products and services
Ways to grow
VIP Experiences for Loyalty Programs

Deploy predictive modelling to figure out what your VIP guests want in real time. Make them feel special and present personalized offers, gifts, or surprises.

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