What is a "Top Customer" in the LIVE session?

"Customers" are users who have spent money during your LIVE session. "Top Customers" are those who rank highest by total spend.
We're introducing new placements in LIVE Manager and the app to highlight Top Customers to both you and your viewers. This visibility encourages friendly competition among buyers, while giving you clearer insight into who is driving the GMV. With quick access to these insights, you can better engage and target your highest-value customers.

Where can you find these new placements?

How to use this - Top Customer - information?

Why Top Customers Matter

In many online stores, a small group of "Top Customers" (your best repeat and high‑spend customers) often contributes a disproportionately large share of GMV, commonly in the 40–70% range, but the exact number depends heavily on the niche, pricing, and lifecycle stage of the store. It's therefore no surprise that many ecommerce businesses see a Pareto‑like pattern where roughly 20% of customers generate 60-80% of sales.
This means Top Customers are not just customers; they are the engine of your business.
And the purpose of the Top Customer system is to help sellers:

• Identify high-value customers
• Publicly recognize them during the LIVE
• Build relationships after the livestream
• Turn them into repeat customers and fans

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Core Strategy: What Top Customer Status Unlocks

Top Customer status works because it taps into two key psychological drivers:

Identity & Recognition

Top Customer status creates:

• Status
• Visibility
• Social recognition

Exclusivity & VIP Experience

Collectors value access and insider treatment.
Top Customer status allows sellers to deliver:

• VIP attention
• Targeted messages
• Special opportunities

When both are combined, customers feel:
"I'm not just buying cards. I'm part of the inner circle."

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The Top Customer Operating Model

Sellers should treat Top Customers using a three-stage engagement model:
Think of Top Customers as VIP clients, not just viewers.

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During the Show: Activate Competition

The LIVE show is where status and excitement are created.
Top Customer visibility should increase competition and engagement.

Call Out Top Customers Frequently

Examples:

• "Shoutout to Alex - currently our Top Customer of the night!"
• "Chris just jumped to #2 on the leaderboard."
• "Let’s see who takes the Top Customer status tonight."

Why it works:

• Encourages competitive bidding
• Makes top customers feel recognized
• Signals prestige to other viewers

Use Top Customer Momentum

When a customer spends big, amplify it.
Example: "That's a $300 winning bid and that just pushed Mike into the Top Customer spot!"
This creates:

• Social proof
• Momentum
• Auction energy

Create Mini Competitions

Examples:

• "Top Customer tonight gets a bonus pack."

This increases:

• Late-stream spending
• Shopper competition
• Session excitement

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After the Show: Relationship Building

The highest ROI moment for sellers is immediately after the LIVE.
This is when sellers should convert Top Customers into fans.

Follow Top Customers

Within 24 hours:

• Follow them
• Send them a short message
• Thank them for the support

Example message:
"Hey! Thanks for being one of our Top Customers tonight - I really appreciate the support. We've got some great products coming next LIVE."
This reinforces the top customer experience.

Invite Them Into Communities

Consider inviting top customers to your own:

• Fan groups
• Private communities
• VIP chats

Purpose:

• Build direct relationships
• Notify them of future shows
• Share exclusive opportunities

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Between Shows: Retain Your Top Customers

The goal is to bring Top Customers back every show.
Top Customers often follow specific sellers they trust, not just products.

Send Show Reminders

Before each LIVE:

• Notify previous Top Customers
• Mention special inventory

Example:
"Going live tonight with some rare vintage packs and thought you'd want to know."

Recognize Returning Top Customers

When repeat buyers join:
Example:
"Welcome back! Our last livestream's Top Customer just joined!"
This creates community culture and recognition.

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Turning Top Customers Into Fans

The best sellers convert Top Customers into fans.
Top Customers can help:

• Create excitement in chat
• Encourage bidding
• Promote your shows
• Bring new collectors

Ways to encourage this:

• Give shoutouts
• Engage them directly in chat
• Recognize long-term supporters

Over time, they become anchors of your community.

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Top Customer Metrics Sellers Should Track

To maximize impact, sellers should monitor:
Top Customer Participation

• % of GMV from Top Customers

Top Customer Retention

• Do Top Customers return next LIVEs?

Top Customer Growth

• Number of buyers entering Top Customer status

Average Spend per Top Customer

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Common Mistakes Sellers Should Avoid

Ignoring Top CustomersFailing to acknowledge Top Customers reduces their motivation. Recognition is critical.
Only Focusing on New ShoppersTop Customers are your most valuable customers. Retention matters more than acquisition.
No Follow-UpIf you do not message Top Customers after the show, you lose the relationship opportunity.

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Level Up Your Countdown Bidding (LIVE Auctions) Game

Countdown Bidding (Live Auctions) is an interactive, real-time auction format where viewers compete by placing bids on products. As the countdown ticks down, competition intensifies, encouraging shoppers to act quickly. This creates excitement during the stream and helps drive faster purchase decisions and higher conversion rates.
To further enhance your livestream, you can combine auctions with other interactive features:

• LIVE Flash Sales: A seller-funded promotion tool that offers limited-time discounts with a countdown timer, creating urgency and encouraging immediate purchases.
• LIVE Giveaways: Easily run contests during your livestream to boost engagement. You can set participation criteria that help grow your audience, increase interaction, and drive more orders.
• LIVE Coupons: Discounts that automatically appear during a livestream, including both platform-funded and seller-funded offers. When you promote eligible products, these coupons are displayed to viewers in real time. You can now set up Coupons directly in LIVE Manager! Click here to learn more.

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Key Takeaway

Top Customer status turns LIVE commerce from transactional selling to a relationship-driven experience that builds loyal fans.
Sellers who actively recognize and engage Top Customers will more likely to see:

• Higher repeat purchase rates
• Stronger communities
• Higher GMV per LIVE