What is TRIFFT Customer Insights?
Customer Insights is the AI layer of the TRIFFT loyalty platform. It reads two kinds of customer data: transactional (what people buy, how often and how recently) and behavioural (how they engage with your brand). From that it scores every customer, flags who is likely to churn and recommends which campaign to run for each segment. You review each recommendation and send it from Klaviyo or your own ESP.
Who is Customer Insights for?
It's built for CRM and marketing managers in retail, ecommerce and hospitality who own retention, churn and loyalty performance. It helps you segment customers on behaviour as well as spend, catch at-risk customers early, and win them back without over-discounting.
What is emotional loyalty, and how is it different from transactional loyalty?
Transactional loyalty is driven by price and points: customers stay while the deal is good. Emotional loyalty shows up in behaviour that has nothing to do with a discount: customers refer friends, leave reviews, open your emails and app, and keep visiting without an offer. Two customers can spend exactly the same and behave completely differently, which is why spend alone can't tell you who will stay.
How do you measure customer loyalty with the Emotional Loyalty Score (ELS)?
The Emotional Loyalty Score gives every customer a score from 0 to 100. It combines three kinds of data: transactional (added to cart, checkout started, orders placed), loyalty (points earned and burned, reward and program activity) and engagement (web actions, product views, email clicks, reviews, referrals and sentiment). A high score means strong buying and strong engagement; a low or falling score means the relationship is weakening, even if the customer still spends.
How does TRIFFT predict customer churn?
TRIFFT Customer Insights predicts customer churn by tracking engagement, not just spend. Customers usually open fewer emails, browse less and visit less often before they stop buying. When a customer engages more than 20% less than their own average, or has had no activity for 125 days or more, Customer Insights flags them as at risk. Marketing and CRM teams get a list of at-risk customers early enough to run a win-back campaign, often before revenue drops.
How does Customer Insights group customers?
Every customer gets three labels that update automatically. A loyalty group based on spend and engagement together, such as loyal regulars (high spend, high engagement), superfans (lower spend, high engagement), deal-chasers (high spend, low engagement) and disengaged customers. A lifecycle state, from active buyer to dormant. And an engagement momentum: up, flat or down. Combined, they let you target broad segments or individual customers with the right campaign.
What are Recommended Campaigns?
Recommended Campaigns show the best next campaign for each customer segment, with the uplift to expect. Customer Insights looks at each segment's loyalty score and how it is moving, their stage in the customer journey, past campaign results and your goals, then suggests what to run: a win-back offer for lapsed customers, early access for regulars who are cooling off, a VIP preview for your most engaged. Often no discount is needed. You review it and send it yourself; TRIFFT never sends on your behalf.
How does TRIFFT work with Klaviyo?
TRIFFT is a Klaviyo Preferred Partner with a one-click integration. Customer Insights sends each customer's Emotional Loyalty Score and loyalty group (such as loyal regulars, superfans and deal-chasers) into Klaviyo, so you can build segments and flows on behaviour and loyalty, not purchase history alone. Klaviyo's AI agent Composer can use the same data to build campaigns. Engagement results flow back to update each score, and you keep all your existing Klaviyo flows.
What is Plan Builder?
Plan Builder is part of Customer Insights. It turns your goals, audience and offers into a ready-to-launch loyalty strategy in minutes, covering tiers, rewards, segments and launch steps. Most plans are ready to go live in about four weeks. The targets you set become what you track with the Emotional Loyalty Score and the campaigns Customer Insights recommends.
How does Customer Insights fit into the TRIFFT platform?
TRIFFT has three parts that work together. Customer Insights is the AI layer: it decides who to target and what to offer. Reward Programs runs your points, tiers and rewards. Member Engagement puts them in front of customers through an app, a wallet card and on-site loyalty.
