Client Stories
Accounts from recent segmentation and cohort engagements — with the specific constraints and outcomes each client faced.
We hired Willowpath after our internal team produced six incompatible segment definitions. Their report settled on four rhythm groups our store managers already recognized — though the appendix on duty-free shoppers felt thin compared to the rest.
Head of CRM, Seoul department store group
The retention audit answered whether our summer festival campaign brought back visitors or only one-time ticket buyers. Three chart plates went straight into the September board packet — clear enough that our chair asked few follow-ups.
Marketing VP, coastal hospitality collective
Briefing session at our Centum City office helped three directors agree on a shared cohort definition before Q4 planning. The printed handout still sits on my shelf — I refer to it when finance sends conflicting spreadsheets.
General Manager, specialty retail chain
Extended account
Membership club resegmentation · 2025
A Nordic-Korean membership club with four Busan-area locations commissioned a Cohort Segmentation Report after a loyalty relaunch blurred their pre-2024 groups. Transaction files covered thirty-one months but used two different customer ID schemes before a 2023 POS migration.
Willowpath mapped IDs across the migration, defined cohorts by first paid membership month, and overlaid visit rhythm segments. The key finding: members acquired during the relaunch window behaved like explorers for nine months — longer than the client's "trial period" assumed — before settling into monthly or quarterly rhythms.
The club adjusted renewal outreach timing and avoided a premature downgrade campaign that would have affected roughly fourteen percent of active members. Finance noted the report paid for itself within one renewal cycle, though they requested more granular golf-facility data in a follow-up audit we scoped separately.
Outcome snapshot
- Engagement: Cohort Segmentation Report
- Timeline: 5 weeks
- Regions: 4 locations, unified file
- Delivery: Bound report + Centum briefing
Relaunch cohort · months 1–4 retention (illustrative)
Another account · Specialty retail, Haeundae
A twelve-location specialty retailer needed to know whether weekday decline was structural or masked by weekend tourists. Willowpath's audit isolated weekday-only cohorts by store and found two locations with genuine weekday erosion and four where weekend traffic simply dominated the aggregate.
Staffing changes followed at the two affected stores only — avoiding a chain-wide reaction based on a blended average. The operations director noted our draft arrived two days late but accepted the delay because midpoint check-in had flagged a data gap we needed to resolve with their IT vendor first.