---
title: Objective
slug: lab-travel/7a1S-objective
docTags: 
createdAt: 2026-04-21T12:23:51.735Z
---

# 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.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/DvcmB56Jtgs7dxOnmK7TS_image.png)

# Experience it first

:::hint{type="info"}
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.
:::

:::hint{type="info"}
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](https://dsn.adobe.com/p/hol-retail-prod).
- 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:



![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/O49hwrgTAZ0vJqwv7u23i_image.png)

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.

:::Paragraph{listStyleType="decimal" indent="2"}
An **audience**
To identify the Luma+ members with high churn risk.**

:::

:::Paragraph{listStyleType="decimal" listStart="2" indent="2"}
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.