Customer Retention & Lifetime Value Dashboard

Bloom & Branch Floral Studio • Denver, CO • 1,240 Active Customers

Avg CLV
$1,847
+4.2%
Annual Retention
72.4%
-1.1%
Monthly Churn
2.3%
Stable
Net Revenue Retention
94.8%
+2.8%
Avg Purchase Freq
3.2x
visits/year
Referral Rate
18.4%
+6.1%

Cohort Retention Matrix (Monthly %)

M0
M1
M2
M3
M4
M5
M6
M7
M8
M9
M10
M11
Jan 2024
100
86
78
74
71
69
67
65
63
62
61
60
Feb 2024
100
84
76
72
70
68
66
64
62
61
60
Mar 2024
100
82
75
71
69
67
65
63
62
61
Apr 2024
100
83
74
70
68
66
64
62
61
May 2024
100
81
73
69
67
65
63
62
Jun 2024
100
80
72
68
66
64
62
High Retention (80%+)
Medium (65-79%)
Low (<65%)

CLV by Acquisition Channel

Cohort Retention Curves

Purchase Frequency & AOV by Customer Tenure

Win-Back Campaign ROI by Segment

At-Risk Customer Segments

Segment Count Avg CLV Risk
High-Value Dormant 62 $4,180 Critical
Mid-Tier Inactive 90d 124 $1,620 High
Declining Frequency 89 $1,940 High
Single Purchase Only 154 $820 Medium
New (<60 days) 78 $940 Low
Total At-Risk 507 $1,760

NPS Score by Customer Tenure Cohort

Q3 2024 Dip: 12-day delivery disruption from Cascadia Blooms supplier impacted customer satisfaction across all cohorts. Recovery began in Q4 with alternate supplier onboarding.

Revenue Concentration (Top 20%)

High-Value Tier
248
customers (20%)
Revenue Share
$231k
34% of total

Referral Program Performance

Customers Making Referrals 228
Total Referrals Made 412
Referrals Converted 251
Referral Revenue (YTD) $78,320
Avg CLV (Referral-Acquired) $3,120

Monthly Churn Rate & Causes

August 2024 Spike (3.4%): Pinnacle Clean Floral opened 0.4 miles away. Lost 42 customers, primarily price-sensitive walk-in segment. Stabilized in Sept with targeted retention offers.

Customer Segment Summary

Segment Count Avg CLV Purchase Freq AOV Retention
VIP (10+ purchases) 124 $5,240 8.2x/yr $178 91%
Loyal (5-9 purchases) 248 $2,680 6.4x/yr $142 84%
Regular (2-4 purchases) 434 $1,420 3.1x/yr $124 68%
New (1 purchase) 434 $840 1.0x/yr $118 42%
Overall 1,240 $1,847 3.2x/yr $132 72.4%