What is TRIFFT Customer Insights?
TRIFFT Customer Insights is the AI intelligence layer of the TRIFFT loyalty platform. It designs loyalty strategy, scores how emotionally loyal each customer is, spots churn risk that spend data misses, and recommends the right campaign to strengthen each relationship, which you deploy from your own ESP. In short: it tells CRM and marketing teams who is at risk and exactly what to do about it.
What is the Emotional Loyalty Score (ELS)?
The Emotional Loyalty Score (ELS) is a customer-level metric from 0–100 that measures the strength of each relationship using both transactional and non-transactional data. By combining spend and frequency with engagement signals like referrals, reviews, sentiment, brand affinity and NPS, it gives a complete view of loyalty, helping you identify truly loyal, at-risk or promotion-driven customers at a glance.
What are Recommended Campaigns?
Recommended Campaigns are the most effective moves to strengthen each segment, surfaced for you with expected uplift. TRIFFT evaluates each customer's Emotional Loyalty Score and its movement, their journey stage, past campaign performance and your business goals, then recommends what to run next, often without resorting to a discount. You review the recommendation and deploy it from Klaviyo or your own ESP; TRIFFT never auto-sends on your behalf.
How do the Emotional Loyalty Score and Recommended Campaigns work together?
They form a measure-and-act loop. The Emotional Loyalty Score measures loyalty and detects change, a falling score flags a customer as at risk before their spend drops. TRIFFT then recommends the campaign most likely to recover or grow that relationship, which you deploy from your own ESP. Once it runs, the results feed back into the score, so you can see the impact and the recommendations sharpen over time.
What is Plan Builder and how does it fit in?
Plan Builder is where a loyalty program starts in TRIFFT. It turns a few business inputs, your goals, audience and offers, into a loyalty strategy in minutes, ready to launch in about four weeks. It's part of the same connected system: the targets you set in Plan Builder become the loyalty you measure with ELS and the campaigns TRIFFT recommends to hit them.
How does TRIFFT work with Klaviyo Composer?
TRIFFT is a Klaviyo Preferred Partner with a one-click integration. It streams each customer's Emotional Loyalty Score and cluster categorisation (Ghosts, Mercenaries, Advocates, Cheerleaders) directly into the Klaviyo data platform, so Klaviyo's AI agent Composer builds campaigns based on real emotional loyalty rather than purchase history alone. Composer executes the omnichannel campaigns, engagement data flows back to TRIFFT to recalculate each score, and both platforms get smarter with every cycle. You keep all your existing Klaviyo flows and channels.
How does TRIFFT move from insight to execution?
Customer Insights generates the strategy, measures loyalty and recommends the campaigns to act on it. Loyalty Engine then turns those decisions into live interactions, rewards, tiered programs, orchestrated journeys and personalised customer touchpoints, at scale across your CRM, marketing and commerce integrations.
Who is Customer Insights for?
Customer Insights is built for CRM Managers and Marketing Managers in retail, e-commerce and hospitality who own retention, churn and loyalty performance. It helps them segment on real loyalty rather than spend, catch at-risk customers early, personalise at scale, and decide the right action for each customer without over-discounting.
