Dormant customers

A dormant customer is a person who hasn’t made a purchase with your brand within a defined time period. Amperity defines a dormant customer as a customer who hasn’t made a purchase within the previous 730 days (2 years).

The following sections describe using the the Segment Editor to build a segment that returns dormant customers.


Open the Segment Editor.

Open the Segment Editor, look in the lower-right of the page and make sure your customer 360 database is selected.

Use your customer 360 database to build segments.
Find dormant customers.

To identify dormant customers, choose the Latest Order Datetime attribute from the Transaction Attributes Extended table, select the “is after” operator, enable the Use relative dates checkbox, and then enter “today - 2 years” in the field:

Find customers who are going dormant.

Click the Refresh button located on the right side of the Segment Editor to see how many customers are in your segment, how much they spent in the past year, how many are active, and how many of them could belong to a future campaign.


You may use the Historical Purchaser Lifecycle Status attribute in the Customer Attributes table to identify dormant customers. Set the operator to “is in list”, and then choose “Dormant”.

Find customers whose last purchase was over 1 year ago.
Save your segment.

You’re done! Click the Save As button in the top right corner of the Segment Editor. Give your segment a name that clearly describes the purpose and audience type for the segment. For example: “Dormant Customers”

Give your segment a name.


Use good naming patterns to ensure that you can always find your segments when you need them. Be sure to include the brand name and/or the region name if you have multiple brands or have multiple regions and want to build segments that are brand- and/or region-specific.

Segment insights page

After your segment is saved the Segment Overview page opens and shows additional details, such as historical and predicted revenue, the percentage of customers that are reachable by email, by phone, on Facebook, and customer trends, such as purchases by channel, revenue by lifetime spend.