Create tags based on what a customer purchases, donates or spends. These tags can be assigned to a customer either automatically after a transaction or manually (i.e. venue accessibility, seat preference). Tags are primarily used to understand more about the customer and are primarily generated in the Customer Marketing Report for generating listes to market to these customers. They can also be used to flag customers during a sale i.e. Big Spender, Gold Donor, VIP etc.
To create or edit a tag, choose “Create a New Tag” or “Edit”. It’s important to note that the tags trigger is using the function of “And” when more than one trigger is selected i.e. If you select Sales Channels “Internet” and then also by minimum spend, the system will allocate the tag to a customer based on the customer purchasing on the internet and also spending the minimum amount.
Each trigger also has the option of “AND”, “OR”. For example, based on sales channel, do you want to tag customers based on all sales channel sources, i.e. a customer needs to make a purchase on the Internet and Phone and Walk up, or “ANY” meaning either an Internet sale or Phone or Walk up sale.
For more advanced trigger options, click on “SET ADVANCED” triggers. Where you can set triggers based on all basic triggers but also include the function of “Equal”, “NOT” or “ANY” in conjunction with AND or OR. Hence you could say equal to internet, and any of these ticket types, but not x events.
Tag Name –This is the name of the Tag, i.e. Big Spender $1000+.
Tag Description – This is the description of the tag for internal purposes (up to 100 characters).
Can this tag be manually assigned? Click YES or NO. By selecting YES, all triggers will be greyed out and therefore unavailable to select. A tag that can be manually assigned can only be assigned by searching for a customer, clicking against the record “Tags & Interests” then selecting the tag from the drop-down list. An example is Disability, or Seat Preference. When the tag is manually assigned, by default you’ll be able to enter a description.
Set Tag Assignment – Select from Not Applicable, the default, Enter start date for tag assignment or sales date range. By selecting a start date for tag assignment, your tag will only assign from that specific date. You can enter a tag based on a past date to then re-analyse your customer records and assign the appropriate tag. This process of backdating tags can take up to 24 hours to complete. By selecting a sales date range, your tag will be assigned only within that date range. An example could be a VIP tag based on customers spending over $1000 being then able to access discounted prices but only valid in the calendar year.
Set Tag Assignment – select from
Enter start date for tag assignment
Sales date range
Set Tag Expiry – select from
Enter number of days after assignment
Set Tag Expiry – When does the tag expire? Select from No expiry and the tag will not be removed from the customer record unless manually removed. Other options include Select Date which could be end of the year or based on a financial year end. Enter number of days after assignment will assign the tag for x number of days, i.e. 365 days. For example, a donor who donates more than $1000 will have access to discounted priced tickets for 365 days from the date the tag is assigned.
Both “select date” and “Enter number of days after assignment” allow for a “Set expiry grace period?” option. This then allows the tag once expired to have a grace period of say 30 days. An example could be that the VIP has an additional 30 days to reach the $1000-dollar target to become a VIP and then access discounted prices. Even if an expired customer is assigned the tag after the expiry period, the system will still renew the tag from the expiry date, meaning that the customer will not get 365 days plus an extra 30 days.
Select from Basic Triggers or Set Advanced Triggers – Select either option. We recommend starting with Basic triggers and advancing to our advance trigger’s module. You can only select one of these options at a time.
- You can select against most options ALL or ANY. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met. ANY means that only 1 of the triggers must occur.
- Click the bin icon to remove your selection.
- All inactive items will also be displayed to ensure that you can still select them for tags assigned from a past period.
Sales Channels – Select from your available sales channels (i.e. Internet, Telephone, Walk-up). If you select multiple options, are ALL required or ANY? If you select ALL, it means that the tag will only assign if a sale occurs via all of the selected sales channels. ANY means that if any selected are either Internet or Telephone or Walk-up, the system will allocate the tag. Click the bin icon to remove your selection.
Events/Activities: Select from the list by event/activity and expand to select by specific date/time.As your list can be quite long, use the search filter to quickly locate what you need to. If you select by event/activity, all dates/times will be auto selected. To select by a specific date/time, simply expand the event/activity and select the desired date/time. Click the bin icon to remove your selection.
Ticket Types – Selectfrom the list of available ticket types i.e. Adult, Child, Concession. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met i.e. both Adult, Child and Concession. ANY means that only 1 of the triggers must occur i.e. just Concession.
Categories – Selectfrom the list of available Categories i.e. Comedy, Tour, Live Music. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met i.e. Comedy, Tour and Live Music. ANY means that only 1 of the triggers must occur i.e. just Live Music.
Fundraising/Donations – Selectfrom the list of available Fundraising/Donation campaigns i.e. Cancer Council, Donate to the Theatre, Donate to Charity x. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met. ANY means that only 1 of the triggers must occur i.e. just Cancer Council.
Gift Vouchers – Selectfrom the list of available Gift Vouchers i.e. Christmas Vouchers, or Theatre Voucher. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met. ANY means that only 1 of the triggers must occur i.e. just Christmas Vouchers.
Merchandise/Products – Selectfrom the list of available Merchandise/Products such as T-shirts, Chocolates, or Drinks. If you select ALL, it means that the tag will only assign if all selected items within the Trigger are met. ANY means that only 1 of the triggers must occur i.e. just Chocolates.
Total spend in one transaction/overall – Select fromeither “One transaction” or “Overall” (meaning multiple orders). The tag will be assigned once the spend is reached. Set a minimum spend, i.e. the trigger will allocate the tag to the customer by spending $1000 or set a range i.e. min 1000 to 5000. Please note, to get an absolute value, enter range as equal i.e. 1000 to 1000.
Quantity or range of items purchased in one transaction – Set an absolute quantityi.e. 10 or a range 10-20. For example, you could set a tag that if a customer spends $1000 dollars or more on merchandise/products and purchases 10-20, they will be a VIP customer.
Quantity or range of events purchased/unique events – Select from “Events Purchased” which would trigger even if the customer purchased the same event multiple times, or “Unique Events” which will only trigger on unique purchases i.e. if you purchased a City Tour twice, it would only count as 1. Set a fixed quantity i.e. 5 or range i.e. 10-15.
Quantity or range of sessions purchased/unique sessions – Select from “Sessions Purchased” or “Unique Sessions Purchased”. If you have an event or activity that has 10 sessions (dates/times), if a customer purchases more than one session of the same event/activity, it would be considered as 1 unique session. Set a fixed quantity i.e. 5 or range i.e. 10 to 15.
Total Donations Amount or Range – Set a trigger that when a customer makes a donation, the system will trigger based on a set minimum i.e. 100 or a range, i.e. 1000-10000. That can then qualify the customer as a premium donor.
Donation frequency or range – Set the frequency that a customer would be classified as a frequent donor as a set frequency i.e. 10 or range i.e. 10-20. Frequent donors are vital to the survival of many theatre so understanding who these customers are and rewarding them is vital.