Case Study: Luxury Retailer achieves 20% decrease in attrition with ActionIQ

Luxury Retailer - Customer Case Study

Luxury Retailer partnered with ActionIQ after struggling to define churn and relying on a manual, time-consuming targeting process that sent mass offers to anyone who hadn't shopped in the last 90 days. The retailer needed a way to identify true lapsing customers and stop wasting outreach on those still within their normal purchase cadence.

ActionIQ calculated an individual-level order-gap metric, developed a process to detect when customers were outside their regular purchasing frequency, and automated daily retention campaigns to those at risk. As a result, ActionIQ helped drive a 20% decrease in attrition, eliminated manual list selection, and improved retention of valuable customers.