Taking care of our most valuable customers

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Champions are the people who are most likely to continue buying our products or services. These types of customers are the ones who have generated the most value for us in the past and the ones who will generate the most in the future.

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They interact frequently with our brand and it is our duty to pamper them, take care of them and offer them a memorable experience. We must generate a bond with these customers in order to keep them loyal.

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It is vital to identify, understand and connect with these customers. By discovering why they are champion customers and what my brand does to achieve it, we can continue to improve these actions.

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Acquiring customers who share characteristics, behaviors and buying patterns with our champions is a key next step. Our main goal should be to have a "quality" customer base made up of people who love what the company has to offer.

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What to do with champion customers?

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• Align products or services based on their needs and preferences.
• Analyze their behavior and buying patterns.
• By understanding their behavior, it personalizes and takes actions to offer them benefits and work on their loyalty and shopping experience.
• Marketing to attract, create or develop customers with these characteristics.
• Create segments based on the different types of champions. Those who buy more frequently, those who spend more, those who stopped buying...

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Story mode:

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Paula has been buying CAT products for 3 years.

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The brand is his favorite place when he has to buy overalls, jeans or shoes. He trusts the brand from the first day he tried it. So much so, that it is also his place of choice when it comes to making gifts for his loved ones.

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The purchases are made from the web, since she knows that the brand arrives without problems to her address and also that she gets discounts for subscribing to the newsletter.

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Given the historical value Paula has with the brand and the high likelihood that she will continue to buy, she is a champion customer.

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