> For the complete documentation index, see [llms.txt](https://community.commandersact.com/customer-success/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://community.commandersact.com/customer-success/expand-your-uses/audience-and-activation/improved-engagement-upon-reconnection.md).

# Improved engagement upon reconnection

### 1. Business value: Guarantee actionable and certified data

Recognising a loyal customer as soon as they arrive allows you to move from anonymous browsing to a ‘VIP’ experience that values brand preference.

* **Loyalty and attachment**: A personalised welcome message (e.g. ‘Happy to see you again, \[First name]!’) creates a strong emotional connection and increases the feeling of recognition.
* **Streamlining the journey**: By offering quick access to the categories most frequently viewed by the profile, you reduce the number of clicks needed to reach the desired product.
* **Strategic differentiation:** You radically distinguish the experience of a new visitor (discovery of the brand) from that of a regular customer (efficiency and services).

### 2. Implementation methodology

#### Step A: Profile identification and scoring (CDP)

The CDP analyses the user's history to classify them into specific segments (e.g. ‘New’, ‘Loyal Customer’, ‘Sports Category Fan’).

* **Action**: Define segmentation criteria based on the frequency of visits or the volume of past purchases.

#### Step B: Real-time profile retrieval (TMS)

As soon as the first page loads, the TMS queries the CDP to retrieve the visitor's attributes (first name, favourite category, status).

* **Action**: Configure the real-time connector between the CDP and the TMS's on-site campaigns.

#### **Step C: Activation of personalised welcome (TMS/On-Site)**

The TMS triggers the scenario corresponding to the profile: a welcome pop-in for loyal customers or a reassurance banner for new customers.

* **Action**: Create visual variants adapted to each identified segment.

#### **Step D: Measuring relational impact**

Analyse the bounce rate and time spent on the site by recognised users compared to anonymous sessions to validate engagement.

### 3. Typical use cases

1. **Loyal Customer (Recognition):** A regular customer arrives on the home page. The TMS displays a discreet banner: ‘Hello \[First Name], go directly to your new items \[Favourite Category]’.
2. **New Visitor (Acquisition):** For an unknown profile, the TMS highlights ‘Best Sellers’ or a welcome offer to encourage them to create their first profile.
3. **Service Renewal:** For a user with an expiring subscription, display a specific welcome message facilitating one-click renewal.

### Need help making your data flows more reliable?

Personalised welcome messages are the cornerstone of a successful relationship strategy. Our experts will help you configure your CDP segments and TMS scenarios to turn every reconnection into an opportunity. **Contact our support team:** <support@commandersact.com>


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