Do · Feel · Connect · Fig. 5 · Two guests, end to end
Two guests, read properly.
Sam is in every month; Priya has been in once this year. Run both through the same steps and the truth flips: the regular needs repair, the quiet one needs an invitation.
Sam
Books every month. Everyone's idea of a loyal guest.
GUEST A
DO
Last visit6 days · 91
Visits 12m14 · 88
Spend 12m£1.9k · 74
Books direct22% · 31
BrowsingWeekly · 80
FEEL
NPS6 · 34
CSAT3.4/5 · 38
ReviewsMixed · 41
Complaints3 open · 22
Problems fixed well2.8/5 · 30
Theme tagsqueues · parking
CONNECT
Returns after problemsNo · 25
Loyal without offersRarely · 28
Refers friendsNone · 15
Shares preferencesNone · 20
Opt-insEmail only · 35
DO77HIGH
FEEL33LOW
CONNECT24LOW
Do 92 · Feel 81 · Connect 77 — all three pass
FIRM
L3
Convenience Repeater
Habit, not loyalty. One better option away from leaving.
REPAIR
Fix the friction Sam keeps meeting. Don't send: discounts. Sam already comes.
ONE PROCESS
01 · 02
Gather &
compare
compare
0-100 vs
similar guests
similar guests
03 · 04
Score &
band
band
05
Confidence
06
State
07
Action
Priya
One visit this year. Everyone's idea of a lost cause.
GUEST B
DO
Last visit8 mths · 18
Visits 12m1 · 15
Spend 12m£240 · 22
Books directAlways · 92
BrowsingThis week · 58
FEEL
NPS9 · 90
CSAT4.8/5 · 92
ReviewsGlowing · 88
ComplaintsNone · 85
Problems fixed well5/5 · 95
Theme tagsanniversary · spa
CONNECT
Returns after problemsYes · 90
Loyal without offersFull price · 82
Refers friends2 this yr · 86
Shares preferencesRich · 84
Opt-insAll · 88
DO33LOW
FEEL90HIGH
CONNECT86HIGH
Do 88 · Feel 84 · Connect 80 — all three pass
FIRM
L6
Warm Connected Inactive
A lapsed friend, not a lost guest. The bond is intact.
REACTIVATE
A personal invitation at the right moment. Don't send: win-back voucher blasts.
Octagon Square · Do Feel Connect · The Loyalty Playbook
Guess less. Care more.