System Overview
What is the LGS Customer Intelligence System?
The LGS Customer Intelligence System transforms your Square POS and TCGPlayer sales data into actionable customer insights. Instead of treating every customer the same, you'll know exactly who needs attention, who deserves VIP treatment, and who's ready to spend more.
Key Benefits
Reactivate Lapsed Customers
Identify customers drifting away before they're gone forever
Reward Your VIPs
Know who your champions are and keep them happy
Grow Average Transaction
Spot upsell opportunities at the right moment
Track Event ROI
Know which events actually drive revenue
System Metrics
300-1,000
Target: Active Customers
~15 min
Weekly Time Investment
2
Data Sources
3
Action Lists / Week
Quick Start Guide
Get up and running in 15 minutes
Export Square Customer Data
2 min- Log into Square Dashboard
- Navigate to Customers → Customer Directory
- Click Export → Export All Customers
- Save the CSV file
Export Square Transactions
2 min- In Square Dashboard, go to Transactions
- Set date range to last 30 days
- Click Export → Download CSV
- Save the file
Export TCGPlayer Sales
2 min- Log into TCGPlayer Seller Portal
- Navigate to Reports → Sales History
- Select last 30 days
- Download the report
Import Data to Workbook
5 min- Open LGS_Customer_Intelligence.xlsx
- Paste Square customers into 'Square Import' tab
- Paste TCGPlayer data into 'TCGPlayer Import' tab
- Formulas auto-calculate scores
Review & Execute
5 min- Go to 'Weekly Actions' tab
- Review your three prioritized lists
- Execute reactivation outreach
- Appreciate your VIPs
Features
Everything the system can do
Core Intelligence
Automatic Recency, Frequency, Monetary scoring for every customer
Auto-classify customers as VIP, Reactivate, Upsell, or Maintain
Prioritized lists of who to contact and why
Analytics & Reporting
Track revenue by product category (MTG, Pokemon, etc.)
Measure which events drive real revenue
Identify rising and falling product categories
Automation
Pre-written templates for each action category
Auto-export and trigger sequences
Text message automation for time-sensitive offers
Workflows
Standard operating procedures for your team
Weekly Intelligence Update
Export data from Square and TCGPlayer
Tool: Square Dashboard, TCGPlayer Portal
Paste into workbook import tabs
Tool: Excel/Google Sheets
Review Dashboard metrics
Tool: Dashboard tab
Print/screenshot Weekly Actions lists
Tool: Weekly Actions tab
Assign reactivation calls to staff
Tool: Team meeting
Customer Reactivation
Review customer history and notes
Check recent arrivals in their category
Make personal call or send personalized email
Log outcome in Notes field
RFM Scoring System
How customer scores are calculated
RFM stands for Recency, Frequency, and Monetary value. Each customer is scored 1-5 on each dimension, then classified into action categories based on their combined profile.
Recency (R)
How recently did they purchase?
| Score | Criteria | Meaning |
|---|---|---|
| 5 | 0-14 days | Highly engaged |
| 4 | 15-30 days | Active customer |
| 3 | 31-60 days | Starting to drift |
| 2 | 61-90 days | At risk of churning |
| 1 | 90+ days | Lapsed |
Frequency (F)
How often do they buy?
| Score | Criteria | Meaning |
|---|---|---|
| 5 | 30+ transactions | Power buyer |
| 4 | 15-29 transactions | Regular customer |
| 3 | 8-14 transactions | Occasional buyer |
| 2 | 3-7 transactions | Infrequent |
| 1 | 1-2 transactions | Trial buyer |
Monetary (M)
How much have they spent total?
| Score | Criteria | Meaning |
|---|---|---|
| 5 | $2,000+ | High-value collector |
| 4 | $1,000-1,999 | Significant spender |
| 3 | $500-999 | Moderate investment |
| 2 | $200-499 | Light spender |
| 1 | Under $200 | Minimal spend |
Action Categories
VIP
Criteria: R≥4, F≥4, M≥4
Appreciate and retain at all costs
REACTIVATE
Criteria: R≤2 (any F, M)
Win back before they're gone
UPSELL
Criteria: R≥3, RFM Total ≤8
Engaged but undertapped—grow the basket
MAINTAIN
Criteria: Everyone else
Keep doing what works
Integrations
Connect your data sources
Current Integrations
Square POS
Manual ExportHow: Export via Square Dashboard → Customers/Transactions → Export
TCGPlayer
Manual ExportHow: Export via Seller Portal → Reports → Sales History
Planned Integrations
Zapier Automation
Q2 2025BinderPOS
EvaluatingCommunication Templates
Ready-to-use messages for each action type
🔴 Reactivation - Personal Call Script
"Hey [NAME], it's [YOUR NAME] from [STORE]. I was going through our records and realized we haven't seen you in a while. I wanted to personally let you know we just got [RELEVANT NEW PRODUCT] in—I know you were into [THEIR CATEGORY]. Any chance you'll be around this week? I can set one aside for you."
🔴 Reactivation - Email (60-90 days)
Subject: We've got something for you, [NAME]
Hi [NAME], It's been a while since we've seen you at [STORE NAME]! We wanted to let you know about some exciting new arrivals in [THEIR_CATEGORY]: • [PRODUCT 1] • [PRODUCT 2] • [PRODUCT 3] As a thank you for being part of our community, here's 15% off your next purchase: [CODE] Hope to see you soon! [STORE NAME] Team
🟢 VIP - Early Access Invitation
Subject: VIP Early Access - [PRODUCT/EVENT]
Hey [NAME], You're one of our most valued customers, and I wanted to give you a heads up before anyone else: [EXCLUSIVE OFFER DETAILS] Your reserved spot is waiting—just reply to confirm. Thanks for being awesome! [YOUR NAME]
🟡 Upsell - Cross-Sell Follow-up
Subject: Perfect addition to your [CATEGORY] collection
Hi [NAME], Based on your recent [PURCHASE], I thought you might be interested in: • [COMPLEMENTARY PRODUCT 1] - pairs perfectly with what you picked up • [COMPLEMENTARY PRODUCT 2] - most [CATEGORY] players grab this too Stop by this week and mention this email for 10% off these items! [STORE NAME]
Analytics & Reporting
Understand your customer data
Customer Lifetime Value Distribution
See how customer value is distributed across your base
Category Performance
Track which product categories drive the most value
Event ROI
Measure which events actually generate revenue
Settings & Configuration
Customize the system for your store
RFM Thresholds
Adjust scoring thresholds based on your store's patterns
Recency Score 5 Threshold
Days since purchase for max recency score
Lapsed Customer Threshold
Days without purchase to trigger reactivation
Frequency Score 5 Threshold
Transaction count for max frequency score
Monetary Score 5 Threshold
Lifetime spend for max monetary score
Action Triggers
Define when customers enter each action category
VIP Qualification
Minimum scores to qualify as VIP
Reactivation Trigger
Recency score that triggers reactivation list
Frequently Asked Questions
Common questions and answers
How long does the weekly update take?
What if a customer is in both Square and TCGPlayer?
Can I automate this completely?
What's the best reactivation approach?
How many customers can this handle?
Roadmap
What's coming next