Some shoppers don’t just stop purchasing; they actively switch to another brand. They may have been loyal at some point, but suddenly, a new flavor, size, or price catches their eye, and just like that, they disappear. For retailers, this kind of shopping behavior presents both a challenge and an opportunity: the chance to act on brand-switching shopper insights and win them back before the switch becomes permanent.

With tools like Liquid Data Engage®, retailers can track brand-switching behaviors across multiple stores, analyze shopper churn, and apply targeted win-back strategies that give customers compelling reasons to start shopping with them again.

This post is the eighth in a series of eight shopper profiles.

Today’s focus:

Ghosting Greg: the kind of shopper who once regularly filled his cart with items from your store, but suddenly disappears, choosing a competitor’s brand instead.

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What Drives Shoppers Like Greg?

Greg’s shopping behavior is less about loyalty and more about perceived value. He’s pragmatic, weighing up the various options on the shelf and quickly shifting to what feels like the best deal or fit for him. One week, he’s loyal to your brand, the next, he’s moved on without thinking twice.

Greg is motivated by:

• Price sensitivity: He’s quick to ditch brands if a competitor offers better value.

• Curiosity for alternatives: Besides price, a new flavor, size, or packaging option can pull him away from a long-time favorite.

• Low emotional attachment: He views many products as interchangeable and doesn’t mind leaving a brand behind.

• Convenience-driven choices: If the item he was thinking about buying is out of stock or not available in the right format, he won’t hesitate to go elsewhere to make a purchase.

How Can Retailers Re-engage with Ghosting Greg?

It may feel as though switching means losing Greg permanently, but thankfully, that isn’t the case. With the right loyalty recovery tools, retailers can win him back by spotting brand-switching signals early, uncovering the key motivations behind his decisions, and designing re-engagement strategies that make coming back both easier and more rewarding than leaving for good.

1. Track Switching Patterns with Brand Preference Data

Greg may have a habit of shifting, but his purchase history reveals valuable insights that make it easier to keep him onside. By using brand preference tracking across categories and stores, retailers can spot when his buying behavior changes, and where he’s most likely to go next.

For example, Liquid Data Engage can flag that Greg, once a loyal buyer of a certain coffee brand, has switched to a competitor in the last two purchase cycles. This valuable insight makes it possible for retailers to take quick action before he cements his loyalty with the competitor.

2. Launch Win-Back Campaigns with Relevant Offers

Once a switch has been detected, the next step and the timing of it are crucial. Rather than waiting for prolonged churn, win-back strategies for retailers such as personalized offers can nudge Greg back toward familiar favorites.

Example: If Greg typically buys a 12-pack of sparkling water but suddenly switches to another brand, sending him a targeted message saying “Your Favorite Back in Stock—Save $1” could be just what’s needed to prompt his return. By focusing on his known preferences, the retailer makes the switch-back easy and appealing.

3. Analyze the Why Behind the Switch

Switching isn’t random; there is usually a reason behind every decision to jump ship. Retailers can use Liquid Data Engage behavioral analysis to uncover the drivers behind switching decisions. Was it a promotion, a flavor preference, a package size, or an availability issue?

For instance, if Liquid Data Engage detects that multiple shoppers, including Greg, stopped buying items from a particular brand after a competitor launched a new flavor, retailers can adjust their assortment strategy or promotion mix accordingly. This approach not only helps win Greg back but also prevents similar switches from happening in the future.

4. Build Predictive Win-Back Models

Like many switchers, Greg leaves behind a trail of data that can help predict future churn. By building algorithms around brand-switching behavior, retailers can anticipate when and where to intervene.

Tip: Make use of shopper churn analytics to identify shoppers at varying levels of switching risk. When Greg’s purchase frequency drops, analytic tools can deliver an offer that keeps him from leaving altogether.

Spot Brand-Switching Early and Recover Lost Shoppers

Shoppers like Ghosting Greg may feel hard to hold onto, but there’s no reason why they should be lost forever. By analyzing brand-switching shopper insights and uncovering the reasons behind churn, retailers can bring these shoppers back while building and strengthening brand loyalty in the process.

With Circana’s Liquid Data Engage, you gain the tools to track shopper journeys across stores, understand the drivers behind switching, and design win-back strategies that work. From coffee and beverages to household staples, Liquid Data Engage helps turn shopper churn into loyalty recovery opportunities.