Creating a Custom Target Segment

 

Overview

A target segment is group of customers that share one or more characteristics. Zenoti provides 11 out-of-box templates to help you create a few commonly used target segments quickly.

However, if you want to group customers based on a different criteria, you can use the Custom Target Segment option. You can build a custom target segment based on a wide-range of categories such as demographics, service history, memberships, spends, and visits.

The system allows you to build multiple rules for a single target segment. When multiple rules are used for a target segment, the system includes the guests who meet all the criteria in the order of the rules. For example, if you build two rules based on City and Age respectively such as "Guests who live in Los Angeles" and "Guests who are less than 40 years old",  the system first identifies the guests in your system who live in Los Angeles, and from them filters guests who are less than 40.

Definition of Time Periods:

The system allows you to select time periods for your target segments across different criteria such as 1 week, 6 months, or 1 year. Use these definitions to understand them:

Time Equals to
1 week Seven days
1 month 30 days
1 Year 365 days

Creating Custom Target Segments - Steps and Criteria

The following tabs include steps to create a custom target segment and the descriptions of available criteria to build them. Tap on a panel to expand it.

You can create a target segment for your entire organization or for a specific center. The target segments created at the organization level use the data from all the centers in your organization. Alternatively, when you create a target segment at a center level, the system considers only the data from the specific center. 

Follow these steps to create a custom target segment:

 Step Description Details
 1

Navigate to the Create a Custom Target Segment window

  1. On the main menu, click the Marketing tab.
  2. On the Marketing Dashboard, click Segmentation > Target Segments.
  3. On the Manage Target Segments window, click Add to open the Create a New Segment window
  4. At the bottom of the window, select Create Custom Segment, and then click Create. 
 2 Enter a name and description for the target segment

Enter a name and description for the custom target segment and then click Create to open the set up page. 


 3 Select a category

Select a category based on which you want to build the target segment. Zenoti supports the following categories:

  • Demographic
  • Employee
  • Feedback
  • Gift Cards
  • Loyalty Points
  • Membership
  • Offers
  • Package
  • Products
  • Referrals
  • Service History
  • Spend
  • Visits
 4 Select criteria

After you select a category, select a specific criteria within the category based on which you want to build the target segment. For example, the Membership category includes the following criteria to select from: Expired, Name, Purchased, Type, Will Expire. 

 5 Select an operator Based on your criteria, the system shows a list of date operators to select from, using which you can create a condition. For example, if you select the Expired criteria within Memberships, the list of operators include between, equal to, less than, more than
 6 Enter the conditional values

Depending on the criteria and the operator you select, you need to enter the values for the rule. For example, if you select Expired as the criteria and equal to for the operator, you need to enter a time period in terms of days, weeks, or months, such as 2 days or 2 months or 2 weeks. The system includes those guests in the target segment whose memberships have expired in the specified time frame. 

7 Add the rule or rules

Click Add Rule. If you want to add more rules to the same segment, repeat the steps 3 - 6. When you create multiple rules, they work in combination to filter only those guests who meet all the rules. To remove a rule, click the button next to the rule. 

After you complete adding the rules, click Save.

Note: After you add all the rules, click the Guest Count button to see the number of guests in your system that currently meet the criteria. However, since the data in the system keeps changing with every customer visit, transaction or other actions, the guest count varies with time. 

Criteria

Operators

Description

Age

  • between
  • equal to
  • less than
  • more than
  • not equal to

Targets customers of a certain age or age range. Select an operator and type the age. 

Example: if you want to target customers aged between 30 and 45, do the following:

  • Select the between operator
  • Enter 30 in the first box and 45 in the next

Anniversary (applies only to Always On campaigns)

  • between
  • between months
  • equal to
  • in month

Targets customers based on when their marriage anniversary is.

Select an operator and select a time frame. For example, if you want to target all the customers whose marriage anniversaries are within the next two months, select the between operator, and select 0 months and 2 months from the lists.

If you select the in month operator, you need to select a month to target customers whose marriage anniversaries are in that month. 

Birthday

  • between
  • between months
  • equal to
  • in month

Targets customers based on when their birthday is.

Select an operator and select a time frame. For example, if you want to target all the customers whose birthdays are within the next two months, select the between operator, and select 0 months and 2 months from the lists.

If you select the in month operator, you need to select a month to target customers whose birthdays are in that month. 

City

  • equal to
  • not equal to

Targets customers based on their city as per their guest record. Select an operators and type the name of the city in the text box. If you select equal to, the system includes all the customers who live in that city, and in case of not equal to, the system removes all the guests from the city you enter. 

Country

 
  • is
  • is not

Targets customers based on their residing country as per their guest record. Select an operators and click the name of the country from the list. If you select is, the system includes all the customers who live in that country, and in case you select is not , the system removes all the guests from the country you enter.  

Creation date

 
  • between
  • equal to
  • less than
  • more than
  • not equal to

Targets customers based on when their record was entered in your system. Select an operator and then select a time frame from the list of options. For example, if you select between and select 3 months and 6 months for the time frame, the system includes all the guests whose records were created between 3 and 6 months back from the current day.

Gender

 
  • All
  • female
  • male
  • Not provided

Targets all the customers in your system, or customers of a specific gender. You can also target customers who haven't specified their gender by select the Not provided operator.

 

Nationality

 
  • is
  • is not

Targets customers based on their nationality. Select an operator and click the name of the country from the list. If you select is, the system includes all your guests who are nationals of the selected country, and in case you select is not, the system removes all the guests from the country you select. 

PIN Code

 
  • equal to
  • not equal to

Targets customers based on the PIN or Zip code of their address. Select an operator and type the PIN code in the box. If you select equal to, the system includes all the customers who live in that PIN Code, and in case of not equal to, the system removes all the guests from that place. 

Referral Source

 
  • is
  • is not

Targets customers based on their referral source. Select an operator and then select a referral source from the list that appears. If you select is, all the customers from the referral source you select are included in the target segment, and if you select is not, customers from the selected referral source are removed from the target segment.

Note: If you create a target segment with the Referral Source as Tier Member, and further use it in a campaign/discount, you must be aware of the following:

  • Zenoti only checks if the guest is referred by a tier member (the referrer must be a tier member at the time of referral and not necessarily at the time of execution of the target segment).
  • You can use the target segment to give the new guest who is referred a discount (by means of a campaign/discount and by setting max redemption per guest as 1 (to ensure that the discount is used only once)). 

State

 
  • is
  • is not
Targets customers based on the state in their guest record. Select an operator and then select a country and a state from the lists that appear. If you select is, the system includes all the customers who live in the selected state, and in case you select is not , the system removes all the guests from the state.  

Tag

  •  in

Target the guests based the tags applied to them. Select the operator and then click in the box that appears. From the list of tags that pop up, select one or more tags. 

Tag Marked (applies only to Always On campaigns)

  • in

Target the guests based on the tags applied to them a specified number of days back. Select the operator, click in the box and select a tag. In the box below that, enter the number of days, so the system includes only those guests who were given the selected tags exactly the specified number of days ago.

Criteria

Operators

Description

Status

  • is

Targets all the active employees, and employees with no end date or with a future end date in their employee records. Select the operator and then select Active from the list that appears.

Tag

  • in

Targets the employees based the the tags applied to them. Select the operator and then click in the box that appears. From the list of tags that pop up, select one or more tags. 

Tag Marked

  • in

Targets employees based on the tags applied to them a specified number of days back. Select the operator, click in the box and select a tag. In the box below that, enter the number of days, so the system includes only those employees who are given the selected tags exactly the specified number of days ago.

 

Both closed and open invoices are taken into account for feedback target segments.

Criteria

Operators

Description

Average Rating

  • between
  • equal to
  • less than
  • more than

Targets customers based on the average of all their feedback ratings. Select an operator and type the rating in the text box. If you select between, enter a minimum and a maximum rating so that the system includes all the guests whose average ratings fall in the range. 

Average Rating by Time

  • between
  • equal to
  • less than
  • more than

Targets customers based on the average of all their feedback ratings within a specific time in the past. Select an operator and then enter a rating in the box as well as select a time frame from the list that appears. For example if you want to target all your customers whose average ratings are less than 3 in the last six months, select the less than operator, enter 3 in the box and select 6 months from the list next to the box. The system includes guests whose average ratings are 2, 1, or 0 in the last six months.

Last Rating

 
  • between
  • equal to
  • less than
  • more than

Targets customers based on their last feedback rating. Select an operator and type the rating in the text box. For example, if you select between, and enter a minimum and a maximum rating in the boxes that appear, the system includes all the guests whose last feedback rating falls in that range.

Criteria

Operators

Description

Purchased

  • for

Targets customers based on the gift card purchases for the selected occasions. Select an occasion from the list, and enter a number of days in the box next to it. The system includes all the guests who have purchased a gift card for the selected occasion the previous time in the specified time period before the occasion. 

     
The Loyalty Points target segments work only when Tiered Loyalty Program is enabled for your organization.

Criteria

Operators

Description

Tier

  • between
  • equal to
  • less than
  • more than

Targets customers based on their Loyalty Points tiers. After you select an operator, do the following:

  • Select a time frame: Enter a time frame for your target segment in terms of days, weeks, or months.
  • Select sub-operator for the tier:
    • is: opens a new list from which you can select the tier. This rule lets you target customers who belong to the selected tier in specified time period. For example, if you select equal to as the operator, 1 month for the time period, and Any for the tier, it includes all the guests who were in any tier exactly 30 days back.
    • is not: opens a new list from which you can select the tier. This rule lets you target customers who do not belong to the selected tier in specified time period. For example, if you select equal to as the operator, 1 month for the time period, and Any for the tier, it includes all the guests who were not in any tier exactly 30 days back.
    • upgraded from: opens two new lists from which you can select the past and the current tiers of the customer. This rule lets you target customers who got upgraded from a specific tier to another tier in the selected time period. For example, if you select equal to as the operator, 1 month for the time period, and Gold and Platinum for the tiers, it includes all the guests who got upgraded from Gold to Platinum exactly 30 days back.
    • upgraded to: opens a new list from which you can select the tier. This rule lets you target customers who were upgraded to the selected tier in specified time period. For example, if you select equal to as the operator, 1 month for the time period, and Gold for the tier, it includes all the guests who were upgraded to the Gold tier exactly 30 days back.
    • downgraded from: opens two new lists from which you can select the past and the current tiers of the customer. This rule lets you target customers who were downgraded from a specific tier to another tier in the selected time period. For example, if you select equal to as the operator, 1 month for the time period, and Platinum and Gold for the tiers, it includes all the guests who got downgraded from Platinum to Gold exactly 30 days back.
    • downgraded to: opens a new list from which you can select the tier. This rule lets you target customers who were downgraded to a selected tier in a specified time period. For example, if you select equal to as the operator, 1 month for the time period, and Gold for the tier, it includes all the guests who were downgraded to the Gold tier exactly 30 days back.
     

Criteria

Operators

Description

Expired

  • between
  • equal to
  • less than
  • more than

Targets customers based on when their memberships expired in the past. Select an operator and enter a time in terms of days, weeks, months, or years. For example, if you select between, and then enter 2 weeks (14 days) and 4 weeks (28 days) from the lists, and run the campaign with this target segment on December 1, the system includes all the guests whose memberships have expired between November 3 and November 17. 

Name

  • is
  • is not

Targets customers based on their memberships, irrespective of the membership status. Select an operator and then select a membership from the list that appears. If you select is, the system includes all the customer who have purchased the selected membership, and if you select is not, the system removes all the customers who have purchased the selected membership. If you select All memberships from the list of membership names, the system includes all the guests who have purchased any of your memberships, both recurring and non-recurring.

Purchased

 
  • between
  • equal to
  • less than
  • more than

Targets customers based on when they purchased a membership in the past. Select an operator and enter a time in terms of days, weeks, months, or years. For example, if you select between, then enter 2 weeks (14 days) and 4 weeks (28 days) from the lists, and run the campaign with this target segment on December 1, the system includes all the guests who purchased a membership between November 17 and November 28. 

Type

  • is

Targets customers based on the type of their membership. Available options are:

  • Primary
  • Secondary
  • All members
  • Not a member

If you select All Members, the system includes all your guests in a membership currently irrespective of the membership status such as Active or Inactive. If you select Not a member, all guests who haven't purchased a membership before, or whose memberships are expired are included in the segment. 

Will Expire

  • between
  • equal to
  • less than
  • more than

Targets customers based on when their memberships are going to expire in the future. Select an operator and enter a time in terms of days, weeks, months, or years. For example, if you select between, then enter 2 weeks (14 days) and 4 weeks (28 days) from the lists, and run the campaign with this target segment on December 1, the system includes all the guests whose memberships expire between December 15 and December 29. 

Offers target segment takes into consideration redemption of these four types: Discount, Deferred discount, Cashback coupons, and Custom coupons.

Criteria

Operators

Description

Redemption Count

  • between
  • equal to
  • less than
  • more than

Targets customers based on the number of offers they have redeemed. Select an operator and type the number. For example, if you select between, and then enter 3 and 5 in the boxes that appear, the system includes all the guests who have redeemed between 3 and 5 offers (3 or 4 or 5). 

Redemption Count by Time

  • between
  • equal to
  • less than
  • more than

Targets customers based on how many offers they have redeemed in a specific time in the past. Select an operator, type the number of offers, and from the list that appears below the box, select a time period. For example, if you select between, enter 3 and 5 in the boxes that appear, and then select 1 year as the time period, the system includes all the guests who have redeemed 3 to 5 offers in the last one year (3 or 4 or 5 offers).  

Total Redemption Value

 
  • between
  • equal to
  • less than
  • more than

Target guests based on how much they saved by redeeming Discounts, Deferred discounts, Cashback coupons, and Custom coupons. Select an operator and type the value. For example, if you select between, and then enter 300 and 500 in the boxes that appear, the system includes all the guests who have saved between $300 and $500 by redeeming offers.

Total Redemption Value by Time

  • between
  • equal to
  • less than
  • more than

Target guests based on how much they saved by redeeming Discounts, Deferred discounts, Cashback coupons, and Custom coupons in a specific time period. Select an operator, type the value, and select a time period from the list that appears. For example, if you select between, enter 300 and 500 in the boxes that appear, and then select 1 year as the time period, the system includes all the guests who have saved between $300 and $500 by redeeming offers in the last one year. 

Criteria

Operators

Description

Purchased (Applies only to Always On campaigns)

  • is

Targets customers based on their package purchases in a specific time in the past. Select the operator, select a package from the list, and enter the number of days in the box next to the list. The system includes all the guests who have purchased the selected package exactly the specified number of days back. 

Criteria

Operators

Description

Not Purchased 

  • between
  • equal to
  • less than
  • less than or equal to
  • more than

Targets customers who haven't purchased specific products, either by name, category, or tags applied to them, in a specific time. Select an operator, and select the time frame in weeks, days, or months. 

After you select the time, select on of these options:

  • Any Product - targets guests who haven't purchased any product in the selected time
  • In a Category or a Product - targets guests who haven't purchcased products or in the product category that you enter
  • With a tag - targets guests who haven't purchased products with the tags that you enter

Purchased

  • between
  • equal to
  • less than
  • less than or equal to
  • more than

Targets customers who purchased specific products, either by name, category, or tags applied to them, in a specific time. Select an operator, and select the time frame in weeks, days, or months. 

After you select the time, select on of these options:

  • Any Product - targets guests who bought any product in the selected time.
  • In a Category or a Product - targets guests who bought the product or in the product category that you enter
  • With a tag - targets guests who bought products with the tags that you enter

Used

  • is
  • is not

Targets guests based on whether they have purchased a selected product or not.

Select an operator, and then type the name of the product in the box that appears. If you select is, the system includes all the customers who have bought the selected product, and if you select is not, the system removes all the guests from the segment who have purchased the product. 

Criteria

Operators

Description

Total Referrals

  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to

Targets customers based on the number of guests they have referred. Select an operator and type the number. For example if you select between, and enter 5 and 10 in the boxes that appear, the system includes all the guests who have referred 5 to 10 new customers. 

Target segments based on Service History take only closed invoices into consideration. 

 

Criteria

Operators

Description

Appointment 

(applies only to Always On campaigns)

  • is

Targets guests based on a particular service they have taken a specific number of days back. Select the operator, type the name of the service, and then enter the number of days in the box next to it. The system targets all the guests who have taken the selected service exactly the number of days back that you specify. 

Appointment by Frequency
(applies only to Always On campaigns)

  • is

Targets guests who are expected to book a service after a few days as per the visit frequency of the service. Select the operator, type the name of the service, and then enter the number of days in the box next to it. The system targets all the guests who are expected to book the service in the specified number of days based on the visit frequency of the service. 

 Last Appointment

(applies only to Always On campaigns)

  •  is
Targets customers based on their last appointment for a selected service a specific number of days back. Select the operator, type the name of the service, and then enter the number of days in the box next to it. 
 Service by Time
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on a service they have taken in a specific time frame in the past. Select an operator, type the name of the service, and then select a time frame from the list. For example, if you select between, enter a Hair Spa, and then select 3 months and 2 months as the time frame, the system includes all the guests who have taken a hair spa between the last 60 and 90 days.
Services Tried
  • is
  • is not
Targets customers based on the services they have or haven't tried. Select an operator, start typing the name of the service in the box that appears, and select a service from the list of system suggestions. If you select is, the system includes the guests who have tried the service, and if you select is not, the system select the guests who haven't tried the service.

Criteria

Operators

Description

Average Spend

  • between
  • equal to
  • less than
  • more than

Targets customers based on their average spend per visit. Select an operator and enter the spend value. For example, if you select between, enter the minimum and maximum spend values, and the system includes all the guests whose average spend per visit is within that range. 

Last Visit's Spend

  • between
  • equal to
  • less than
  • more than

Targets customers based on their last visit's spending. Select an operator and enter the spend value. For example, if you select equal to and enter a spend value, the system includes all the guests whose last visit's spend was exactly the specified amount. 

Spend by Service

  • between
  • equal to
  • less than
  • more than
Targets customers based on their total spend on a service or service category. Select an operator, enter the spend value, and type the name of a service or service category. For example, if you select less than, enter the $3000 as spend value, and then select Deep Tissue Massage as the service, the system includes all the guests who spent less than $3000 on Deep Tissue Massages. 
 Spend by Time
  • between
  • equal to
  • less than
  • more than
Targets customers based on their spending in a specific time frame in the past. Select an operator, enter the spend value, and select a time frame from the list of options. For example, if you select less than, enter the a spend value, and then select a time frame such as 6 months. The system includes all the guests who spent less than the specified value in the last six months. 
Total Spend
  • between
  • equal to
  • less than
  • more than
Targets customers based on their total spend. Select an operator and enter the spend value. For example, if you select between, enter the minimum and maximum spend values, and the system includes all the guests whose total spend is within that range. 
Target segments based on Visits take only service related visits into consideration, except for Total Visits, in which case visits made by customers for any purpose are considered applicable.

Criteria

Operators

Description

Appointment Count

  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to

Targets customers based on the number of their visits for a selected service or service category. Select an operator, and then enter the name of a service or service category. For example, if you select between, enter 2 and 5 as the minimum and maximum values, and then enter hair spa as the service, the system includes all the guests who have booked a hair spa between 2 and 5 times. 

Cancel

  • between
  • equal to
  • less than
  • less than or equal to
  • more than

Targets customers who have cancelled an appointment within the selected time frame. Select an operator, and then enter a time period in terms of months, weeks, or days. For example, if you select equal to, and then enter 1 month as the time frame, the system includes all the guests who have cancelled their appointments in the last one month. 

Frequency

  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to

Targets customers based on the number of their visits in the selected time period. Select an operator, and then enter a time period in terms of months, weeks, or days. For example, if you select between, enter 5 and 10 as the minimum and maximum values, and then select 1 month as the time period, the system includes all the guests who have visited 5 to 10 times in the last one year. 

Frequency by Service

  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on the average number of visits per month in a particular time period for a specific service or service category. Select an operator, select a time period from the available options, and then type the name of a service or service category in the box that appears. For example, if you select between, enter 1 and 2 as the minimum and maximum values, select 1 year as the time period, and type hair spa as the service, the system includes all the guests who have visited 1 or 2 times per month for hair spa in the last one year.
 Last Visit
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on when their last visits was. Select an operator, and enter a time period in months, weeks, or days. The system includes all the guests whose last visit was in the specified time. For example, if you select more than, and enter 1 month as the time period, the system includes all the guests whose last visit was more than 30 days back. 
Last Visit by Service
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on when they last visited for a particular service. Select an operator, select a time period, and then type the name of a service or service category in the box that appears. For example, if you select between, enter 1 month and 2 months as the time period, and type hair spa as the service, the system includes all the guests who visited for hair spa between last 30 and 60 days.
Next Visit
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on when their next appointment is scheduled. Select an operator, and enter a time period in terms of months, weeks, or days. The system includes all the guests whose next visit is scheduled in the specified time period. For example, if you select between, and enter 1 week and 2 weeks as time periods, the system includes all the guests whose next visit is scheduled between next week and the week after that. 
Next Visit by Service
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets customers based on when their next appointment is for a particular service. Select an operator, select a time period, and then type the name of a service or service category in the box that appears. For example, if you select between, enter 1 month and 2 months as the time period, and type hair spa as the service, the system includes all the guests who have an appointment for hair spa between next 30 and 60 days.
No Show
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets the no show customers for a specific time period. Select an operator, and enter a time period in terms of months, weeks, or days. The system includes all the guests who did not turn up for their appointments in the selected time period.  
 Total Visits  
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets the customers based on the their total number of visits for services or any other purpose. Select an operator, and enter the number of visits. The system includes all the guests who have made the number of visits you have specified. If you select not equal, the system includes all the guests who have made more than or less than the number you enter, and not the guests who made the exact number of visits specified by you. 
 Visit by Time  
  • between
  • equal to
  • less than
  • less than or equal to
  • more than
  • not equal to
Targets the customers based on the number of their visits within a selected time period. Select an operator, select a time period from the list of options, and then enter a number in the box that appears. For example, if you select less than, select 6 months as the time period, and then enter 3 in the box, the system includes all the guests who have visited your store less than three times in the last six months. 
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