Point Line Trend on… Customer Relationship Health.


With so much focus on engagement metrics like clicks and opens, we often overlook the most important subject to measure — the customer. Understanding which customers are engaging with you, and those that are not, provides the basis for your segmentation, spend, and maybe most importantly provides a clear view into how healthy your customer relationships are. Looking across the aggregate data of more than 100 million shoppers, we’ve found that 44% of a brand’s shoppers are ‘engaged’ – meaning they are likely to continue to visit, click, and so on. 

Brands of course want and need more than engagement, they need to build lasting relationships. So what’s a brand to do? How can a brand build lasting relationships and keep the attention of their shoppers?

In this (the first fully remote) episode of Point Line Trend, Fiona Stevens from LoyaltyLion joins us to talk about customer relationship health, and how brands can build sustainable and durable relationships.

And, check out LoyaltyLion’s customer retention scoresheet to see just how well you’re engaging your customers.

This article originally appeared in the Zaius blog and has been published here with permission.

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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of VisionPros.com, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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