Customer Insights (AI)

Customer Insights (AI)

Not all customers are created equal. Some visit your bakery every week, while others haven't been back in months. BakeOnyx's Customer Insights feature uses the power of AI to help you understand who your most valuable customers are, who might be thinking of leaving, and how you can encourage them to stay and spend more.

• Understand the total and predicted spending of your customers.
• Identify customers who are at risk of not returning.
• Discover actionable insights to improve customer loyalty and sales.

Understanding Your Customer Data

The Customer Insights dashboard gives you a clear overview of your customer base. You'll see key metrics that help you make smarter decisions about marketing, promotions, and customer service.

Customer Lifetime Value (CLV)

Customer Lifetime Value tells you how much a customer has spent with your bakery in total. More importantly, our AI predicts how much they are likely to spend in the future. This helps you identify your most valuable customers and focus your efforts on retaining them.

Churn Risk

This is a crucial indicator of customer loyalty. We categorize customers into three groups:

• Green (Loyal): These customers are your regulars. They visit often and are highly likely to continue coming back.
• Yellow (Cooling Off): These customers are starting to visit less frequently. It's a good time to engage them before they stop coming altogether.
• Red (At-Risk): These customers haven't visited in a while and are at a high risk of churning (not returning). Immediate action is needed to win them back.

Customer Segments

Based on their spending and activity, customers are automatically placed into helpful segments:

• VIP: The top 10% of your customers based on their spending. These are your most loyal and high-value patrons.
• Regular: Customers who consistently make purchases.
• Occasional: Customers who buy from you from time to time.
• At-Risk: Customers who show signs of disengagement (similar to the "Red" churn risk category).
• Churned: Customers who have stopped purchasing from your bakery.

Taking Action with Customer Insights

Seeing the data is only the first step. The real value comes from using these insights to drive action.

1. Navigate to Customer Insights: From the main BakeOnyx dashboard, click on the Customers tab in the left-hand navigation menu, then select Customer Insights.
2. Review Your Dashboard: Take a moment to look over the main Customer Insights dashboard. You'll see a summary of your customer segments and their overall health.
3. Identify VIP Customers: Click on the VIP segment. You can see who these customers are and what they've purchased. Consider sending them a special thank-you note, offering an exclusive discount, or inviting them to a tasting event.
4. Engage At-Risk Customers: Click on the At-Risk segment (or look for customers in the "Red" churn risk category). These customers need attention.
   1. Check their purchase history: See what they usually buy.
   2. Consider a re-engagement campaign: If you're on the Scale plan, BakeOnyx might offer AI-driven suggestions, like reminding a customer about a product they previously loved or offering a discount on their favorite items.
   3. Manually reach out: Even without AI suggestions, you can use this list to send personalized emails or offer special deals to encourage them to return. For example, "We miss you! Here's 10% off your next cake order."
5. Analyze Product Preferences: Within each customer segment or for individual customers, you can often see their preferred products. This can inform your inventory management, marketing efforts, and new product development. For instance, if your VIP customers frequently buy croissants, ensure you always have a good stock and perhaps offer a "buy 5, get 1 free" croissant deal.

Next Steps

Now that you understand your customers better, here are some related features you might find useful:

• Setting Up a Loyalty Program
• Creating a New Order
• Managing Wholesale Customers