Harthwell & Co. Omnichannel CLV & Loyalty Intelligence

Specialty home goods retailer · 280 stores · DTC e-commerce · Data as of Dec 2024

Avg 24M CLV
$1,584
+12.4% YoY
Platinum Revenue Concentration
61.2%
Above 55% threshold
Cross-Channel Multiplier
2.8x
Omni vs single-channel
Churn Propensity >0.70
14,302
16.8% of active base
Mobile App Conversion
22.1%
Recovering from Feb dip
Avg NPS by Platinum Tier
74
+8 vs Gold tier

24-Month Cohort CLV by Acquisition Channel

Loyalty Tier Revenue Concentration

Cross-Channel Engagement Multiplier by Tier

Member CLV Cohort Waterfall (Jan–Dec 2024)

Churn Propensity Score Distribution

Loyalty-Driven Gross Margin Contribution

Points Liability Aging Curve

Reactivation ROI by Segment

Personalization Lift Index (AI Campaigns)

Member Segment Performance Detail

Segment Tier Avg 24M CLV Churn Score Purchase Freq Mobile Conv % NPS
High-Value OmniPlatinum$3,1200.188.228.478
Referral Heavy UsersPlatinum$2,8900.127.631.281
Store-First RegularsGold$1,7400.345.114.266
Mobile App EngagedGold$1,5900.286.334.872
E-comm BrowsersSilver$9800.563.219.658
Seasonal ShoppersSilver$7200.682.116.454
At-Risk LapsedBronze$4200.821.48.238
Single-Purchase TrialistsBronze$1800.911.012.142