AI-Powered Churn Prevention: How To Use Loomi To Identify and Reengage Lapsing Audiences

Ian Donnelly
Ian Donnelly
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If there’s one everlasting challenge that marketers face, it’s the fight against customer churn. Every business deals with it, no one wants to see it rise, and it’s always been a factor that can make or break a business.

Knowing when a customer is in danger of churning is incredibly hard to do, and engaging with at-risk customers in a meaningful way is just as difficult. All too often, marketers hit roadblocks and limits to what their churn predictions and reengagement campaigns can accomplish. 

But all it takes is the right tool for the job. You need a marketing platform that harnesses the power of AI to help you truly understand your relationship with each customer and build personalized experiences that keep them coming back to your business — which is exactly what Bloomreach offers. 

Why Churn Prevention Is Vital

Customer churn refers to current customers who stop purchasing your products or engaging with your brand for any reason. And while a certain percentage of churn is inevitable, it’s in every business’ best interest to actively identify customers in danger of churning and try to prevent them from doing so.

The most obvious reason to address customer churn is how expensive it is to lose customers.

The average cost of acquiring new customers typically exceeds the cost of retaining existing ones, making it a top priority to keep hard-earned customers engaged. 

Plus, the more loyal your customers are, the more they’ll contribute to your bottom line. Loyal customers are statistically more likely to make repeat purchases, purchase higher-priced items, and become brand advocates who recommend your business to others.

However, preventing customer churn can be a real challenge. You essentially need to predict the future, determining how likely a customer is to churn and pinpointing the most impactful ways to keep them shopping with your brand. A customer who is drifting away from your business won’t respond to a one-size-fits-all reengagement campaign — you need to speak to their individual wants and needs to regain their loyalty, crafting an individualized customer experience that proves your brand is worth returning to. 

You need to go the extra mile to win at-risk customers back, which is why AI-powered personalization is essential for modern businesses looking to tackle customer churn in a meaningful way.

The Tools You Need To Predict and Prevent Customer Churn

Identifying a customer’s likelihood of churning is not a factor that can be easily determined at first glance. You need to deeply understand each customer’s relationship with your brand, employ the predictive marketing tools needed to process all your customer data, and connect your insights with personalized campaigns to bring your lapsing customers back to your business. 

Thankfully, marketers have vast amounts of data that can offer insights into their customers’ future behavior — and Bloomreach Engagement has the right tools to unify and leverage all that information to identify patterns, trends, and expected outcomes. 

Bloomreach’s built-in customer data engine consolidates and organizes all your customer data into a single customer view, giving you a centralized database with customer profiles containing accurate data points for each individual who interacts with your business. All your data is interconnected and updated in real time, so you can understand each customer’s relationship with your brand. 

With all your data unified in one place, you can leverage Loomi, Bloomreach’s AI for ecommerce, to analyze all this historical data, learn patterns and trends in each customer’s behavior, and forecast if they are likely to churn in the future. 

Loomi’s algorithms and machine learning capabilities are custom-built for ecommerce, helping you evaluate and accurately predict when a customer will lapse. And Loomi gets smarter with each new data point from your customers, continuously adapting and learning so you always have the most accurate outlook.

But that’s not all Loomi does. Our AI is the connective tissue between Bloomreach’s solutions, weaving the power of personalization throughout the customer journey. It links all the tools and capabilities offered in Bloomreach Engagement into one comprehensive marketing platform, integrating your data, marketing channels, and orchestration tools to help you deliver hyper-personalized experiences at every touchpoint.

With Loomi accurately predicting your customers’ likeliness of churning and connecting these insights to personalized reengagement campaigns, you have everything you need to reconnect with your audience, win them back, and build lasting customer relationships. 

Using Loomi To Reengage Audiences Likely To Churn

Wondering what this looks like in practice? Here’s how you can harness the AI-driven churn prevention capabilities of Bloomreach Engagement to reengage customers.

Using our easy-to-use churn prediction template, you can proactively identify customers who are likely to churn — all you need to do is set the time frame you want the algorithm to evaluate and the activity event (i.e., purchase or session), and Loomi will get to work, combing through your customer data to comprehend their current stage in the customer journey and forecast their next steps. 

Armed with enough information, these churn predictions can help you determine which customers have a high probability of churn, which you can use to segment your audience and serve the right campaign for their unique needs. 

Plus, Loomi works to make sure these predictions are always up to date — the result of your churn prediction for each customer is stored in their individual customer profile, and the prediction is recalculated with the most relevant data every time its value is requested, so you always have the most relevant information you need to make the right decisions.

Now that the customers in danger of churning are identified and segmented, you can use Bloomreach Engagement to send them personalized campaigns, such as an email highlighting products similar to the ones they’ve previously purchased. Using our plug-and-play recommendations template, you can build campaigns that highlight products with similar attributes, such as the same category or brand, that each of your lapsing customers has an affinity for.

With the recommendations module set, you have everything necessary to create the ideal customer journey for customers in danger of churning — all you need to do is plug it into one of Bloomreach’s user-friendly email templates to bring this scenario to life.

This is what next-level customer retention looks like, giving you the ability to speak directly to each customer’s preferences with targeted campaigns that entice them back to your brand. 

Engage and Retain Your Customers With AI-Powered Personalization

The use case outlined above is just one example of the many ways that Bloomreach Engagement can help you personalize email campaigns and build incredible customer journeys. With the power of Loomi fueling every channel and touchpoint, there’s no limit to what your marketing efforts can accomplish. 

Interested in learning more about the incredible ways that Loomi can help you with your personalized marketing efforts? Explore more of our Loomi use cases and start harnessing the limitless potential of AI today.

Loomi use cases for ecommerce

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Ian Donnelly

Content Marketing Manager at Bloomreach

Ian has years of copywriting and digital marketing experience that he brings to his role as Content Marketing Manager at Bloomreach. With a keen eye for fresh angles and new perspectives, he aims to highlight the endless possibilities available to savvy businesses with cutting-edge digital commerce. Read more from Ian here.

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