Segmentation

In the segmentation module it is possible to create customer segments based on many different parameters and filters. The created segment can then be downloaded to excel or as a CSV file with full details of the customers that match the chosen criteria. It is also possible to send a special offer email directly from the system, send the segment to Facebook or to a external marketing/email system, or to tag all customers in a segment in one go.

Create segment

Navigate to Administration > Customers > Segmentation. To create a new segment, click Create segment in the top right corner.

Information

1. Name

   1. Internal name of the segment.

2. Organisation

   1. If there are multiple organisations, select the correct organisation.

3. Description

   1. Internal description of the segment.

Events

1. Events filter

   1. Define which customers should be included in the segment based on their past and future event purchases. 

2. Days back

   1. Data will by default be fetched from all events in the future but it is also possible to include past events in the segmentation by using the Days back slider. For example, if you put the slider to 120 days back it will fetch all events in the future plus all events that have occurred 120 days in the past. 

3. Exclude events

   1. To narrow down the segmentation even further, it is also possible to exclude customers from the segment. This can be done based on the same event filters. 

It's possible to combine the filters to get the desired data. When all the filters have been applied press Get data and the number of customers that match the filter will appear on the left. Then press Save and the segmentation is ready to be used. 

Actions

1. Edit

   1. Allows you to change the event filters and segmentation information.

2. View segmentation

   1. Opens up the segmentation dashboard with all the filters. This option includes all customers in the segment.

3. View for event group

   1. Excludes all customers that have tickets to the chosen event group.

4. View for event

   1. Excludes all customers that have tickets to the chosen event date.

5. Remove

   1. If the segmentation is no longer needed it can be removed from the list. The segmentation can be restored at any time.

Filter

To narrow down the segment even further to reach the correct target audience the segmentation can be filtered down. Click on the segmentation row or Actions > View segmentation. The first thing to do is to select which filters should be applied to the segment view.

After pressing New the segmentation dashboard opens up where the selected filters can be applied. The number in the top right corner will show the number of customers that match all the applied filters. The number on the filter shows the number of customers that match that specific filter. For each adjustment that is made to the filters, the dashboard calculates in real time the number of customers that match the criteria.

1. Age

   1. When the date of birth is a required field when creating a customer in the online flow this filter can be used to filter the segmentation based on age. If the age is unknown the customer is included in the segment. 

2. Gender

   1. Define gender by the option Women, Men, Men & Women or All. Gender can be applied to a customer based on name or title, if gender has not been defined the customer will fall under All gender.

3. Impulsive

   1. Customers that have bought tickets X days before the event. 

4. Sales type

   1. Where did the customers buy their tickets. It can be online, box office, online & box office and all. 

5. Subscription

   1. Customers that are subscription holders or regular customers.

6. Tickets

   1. Number of tickets that the customer has bought in total. 
      • Customers that have bought X tickets or more.
      • Customers that have bought exactly X tickets.

7. Events

   1. Number of events that the customer has bought tickets for in total.
      • Customers that have bought tickets to X events or more.
      • Customers that have bought tickets to exactly X events.

8. Orders

   1. Number of orders/purchases that the customer has made.

9. Revenue

   1. The amount of money that the customer has spent.
      • Customers that have bought tickets for X amount or more.
      • Customers that have bought tickets to exactly X amount.

10. Last purchase

    1. Number of days since the last purchase. Can be configured to show:
       • Customers that have bought tickets within last X days.
       • Customers that have bought tickets exactly X days ago.
       • Customers that have not bought tickets within last X days.

11. Permissions

    1. Include or exclude customers who have opted in to specific permissions.

12. Customer tags

    1. Include or exclude customers who have specific customer tags.

13. Distance

    1. Distance to the venue.

Views

When the desired filters have been applied it is possible to Save the view for future use. If new customers have been added that match the segment and the filters, they will automatically be added to the view. Additionally, it is possible to create a new view within the current one or open a previously saved view by clicking Open / New.

Open saved view

To open a saved view, select it (it will then be marked yellow) and press Open.

Create new view

To create a new view, select desired filters and click New. No previously saved views should be selected (they should be marked with white).

View and export customers

1. View customers

   1. View the customers matching the criteria in a list on the screen. The list will be generated at the bottom of the page and will show the first 50 customers.

2. Export results

   1. The segment can be exported several different ways. 
      • Download with all customer data: Downloads the customers with all customer data (address/email/phone/language). Can be used to clean and bulk update customer cards. Read more about import/update customers.
      • Download customers: Downloads the customers as a CSV and includes the same data as View customers (address/email/purchase information).
      • Facebook Audience: Send the list directly to Facebook, provided that a Facebook account is connected.
      • External Email Application: Send the list to an external email system, provided that there is an API connection with the external email application.

Actions

Under the Actions button you can either choose to tag customers or send them a special offer. 

Sending a special offer requires that the segment is viewed for an event date or an event group.

Tag customers

Click Tag customers and then press Save behind the tag that should be applied to the customers in the segment. There is a column showing how many of the segmented customers already have the customer tag and how many customers have the tag in total. 

Special offer

1. First create the special offer that you would like to send to the segment.

2. For the segment click Actions > View for event or View for event group.

3. Choose the event date or the event group that is included in the special offer.

4. Click Actions > Special offer.

5. Select the correct special offer and email template. Then fill out the subject header for the email and optionally add a custom text that can be included in the email.

6. Click Send and the special offer email will be sent within 15 minutes. 

Attachments (18)

4410143833745.png
126 KB

360075049492.png
66.1 KB

360075049732.png
27.9 KB

360075049812.png
78.5 KB

360075050052.png
72.4 KB

360075279131.png
802 KB

360075050112.png
69.2 KB

360075279391.png
78.9 KB

360075050272.png
30.2 KB

360075050472.png
87.2 KB

360075279571.png
89.2 KB

360075279591.png
69.8 KB

360075279651.png
782 KB

360075050812.png
26.4 KB

360075050992.png
242 KB

360075051032.png
31.5 KB

360075051112.png
71.2 KB

360075051132.png
134 KB