Customer Loyalty Analysis
CRM
Loyalty
Membership Rank
LTV
Customer Loyalty Analysis evaluates customer contribution based on visit count and total spend, and automatically determines membership rank. By tracking LTV and purchase frequency trends, you can retain valuable customers and prevent churn.
Setting up membership ranks
Ranks can be freely defined for each business account. Set promotion conditions for each rank, and customers who meet them are moved up automatically.
- Rank name: e.g. "Standard," "Silver," "Gold," "Platinum"
- Display color: The color of the rank card or badge
- Promotion conditions:
- Minimum visit count: e.g. "5 or more visits"
- Minimum total spend: e.g. "50,000 yen or more"
- When both are set, a customer is promoted once they meet both
- Default rank: The rank new customers start on
When a rank goes up
When a POS sale is matched to a customer, their visit count and total spend are added to and their rank is checked at that moment.
- If a customer qualifies for several ranks, they get the one with the highest level
- Ranks only go up — they never go down. A customer who later falls below a condition keeps their current rank
- A rank your store set by hand is never lowered by the automatic check either
- A rank with no promotion conditions is never given automatically (except the default rank), so you can use it as a rank you assign by hand
- Voided and refunded sales do not count as visits
Loyalty metrics
- LTV (Customer Lifetime Value): Customers with a higher TotalSpent have a higher LTV
- Purchase frequency: Average visit pace calculated by dividing VisitCount by the tenure period
- Last visit date: Use LastVisitDate to understand recent activity status
- Dormancy risk: Customers are automatically flagged once a set period has passed since their last visit
- Churn score: AI predicts churn risk based on declining purchase frequency patterns
Example rank-based initiatives
- Before Standard → Silver promotion: Encourage visits by notifying customers "Just 2 more visits to reach Silver!"
- For Gold members: Early notice of sales, exclusive specials, and reserved lanes
- For Platinum members: Birthday specials and personalized follow-up from dedicated staff
- Dormant Gold members: Encourage return visits with a "We've missed you" coupon
Related articles
Published: 2026-04-15
Updated: 2026-10-07
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