Objective
Overarching Story
The purchase is done, the order collected. Now Luma focuses on turning a satisfied customer into a loyal one — and nudging him towards the next tier of the Luma+ program.
Experience it first
Walk through this section as your customer would. This helps you understand what they experience. Next, you'll build the required elements in AEP to create that same journey.
If you don't have your test profile's ECID at hand, you can find your test profile in AEP using your email address.
Otherwise you can open the Profile Viewer in the Luma website.
You finally decide to join the Luma+ program and you become a Blue tier member.
- Open Luma website.
- On top menu click Luma+.
- Scroll to the bottom of the page; the form should already being prefilled with your profile data. Click Join.
- A confirmation message will appear on top of the page.
You are now member of the Luma+ program. Open the Profile Viewer to see that LOYALTY LEVEL is set to blue and you're qualified for Luma - Blue Luma+ Members audience.
Months go by without a new purchase, and Luma detects you might be drifting away (your churn score is very high). You start seeing a personalized banner on the Luma website — and in the app — offering you an exclusive promotion to reach the Silver tier, if you buy something within the next month.
- Go back to the homepage.
You should see this banner:
Open the mobile app. In the home screen you should see a similar banner:
What is needed
Now you've seen what the customer experience is, this is what you need to configure to enable that experience with Adobe Experience Platform.
- An audience To identify the Luma+ members with high churn risk.
- A campaign To show the banner on the website and mobile app.
Why this matters for marketers
As a marketer, you want to retain customers and increase their lifetime value by rewarding loyalty. With AEP and Adobe Journey Optimizer, you can identify at-risk members using churn scoring, and activate personalized web and in-app experiences that motivate the next purchase - turning passive members into engaged, higher-value customers.