Most growth strategies focus on deepening relationships with known, primary customers—but what about the rest? In this session, Dr. Thomas Weinandy, Senior Research Economist at Upside, will present new research on a frequently overlooked segment: secondary and tertiary shoppers who visit only occasionally and leave little digital trace. Despite their infrequent visits, these uncommitted customers represent a significant share of revenue—and a massive missed opportunity if ignored.
Drawing on fresh insights from Upside’s new report, Winning the Uncommitted Customer, Dr. Weinandy will break down who these shoppers are, how their behavior differs from loyal customers, and what retailers can do to engage them before they churn. He’ll explore how real-world behavior often diverges from what customers say they want, and show how retailers can drive repeat visits through personalized, data-backed strategies—profitably and at scale.

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