Audiences
Audiences gives your team the power to transform millions of customer interactions and transactions into usable intelligence.
- Navigate to Customers > Audiences
- Click Create Audience
- Fill the information
- Choose an Audience Name that is recognizable and easily searchable
- The Audience Status will be set to ON by default, this will allow it to start pulling personas into this audience.
- See other optional audience settings below for more information.
- Review the forecasted audience size by clicking the Forecast button.
- If you add additional traits, you'll need to refresh the forecaster.
- Click on Spot Check for the following:
- Random Sampling: This will show you a randomized list of personas that are in the audience. Clicking the refresh button will generate a new, randomized list.
- Spot Checker: This tab will allow you to check whether specific personas are within the audience. You will only be able to use their email or phone number. When using either, they must be an exact match.
- For phone numbers: Do not include parentheses, dashes, or spaces.
- Save
Anonymous users do not have a name, email, phone or other personally identifiable trait. Destinations that do not allow anonymous users will not be sent them.
Give the audience you create additional points for meeting the criteria you set after building the audience.
Points modifiers | Description | Example |
|---|---|---|
Multiplier | Whatever number you input in this field will multiply the number of points a customer in this audience will accrue. | Set up a Double Points Day by adding a "2" here |
Boost points | Give customers that fall into this audience a specific number of points | Give customers an additional 500 points for spending X amount in a given month |
If you want to save this audience as a draft, set the Audience status to OFF until you're ready to turn it on. This will help avoid accidentally giving customers points before you're ready.
Points Modifier Advanced Settings
- Be sure to set a Start Time and End Time to restrict the points modifier to a specific time frame
- If you want this to only be available at certain times on certain days, use the Restrict to happy hours section
- Optional Restrictions: You can limit multipliers that occur with purchases that use these particular attributes, keep in mind that only 1 value can be used per field except for Store IDs and Payment Methods.
- Brand: Brand name of the actual Product
- SKU: The unique identifier that is used for your inventory
- Category: Flower, Topical, etc.
- Payment Method: Cash, Debit, Credit Card, etc.
- You can boost or reward customers who pay with any of the specified payment methods, regardless of which payment method they used at the POS.
- Store IDs: Limited to the location(s) that the purchase was made at
You will have to verify values that are coming through the POS to use these restrictions to work with your particular setup. It is recommended to analyze an audience and check the Order Insights tab to see what is available.
Select a specific Data Source if your goal is to create an audience from only a particular integration.
Select a specific Data Destination if your goal is to push an audience to one of your connected systems (like pushing an audience as a list to a third-party email provider).
If a user is in a badged audience, we will show this badge within the staff view, native apps, web wallets, and in AIQ ecommerce. The user will lose this badge when they leave this audience.
- Open the Audiences page and either edit an existing audience or create a new one.
- Under Awarded Badge, click Select badge and upload the image you want to use as the badge
- Save
Duplicating an audience to useful if you're building off an existing audience and don't want to start from scratch.
- Navigate to Customers > Audiences
- Click the More menu [...] in the table row of the specified audience.
- Click the documents icon to duplicate an audience
- This will open the audience builder with "Copy of {{audience name}}". You can rename it to whatever you'd like and continue with other settings from there.
- Navigate to Customers > Audiences
- Click Create Group
- Name the Group
- Select the audiences you want in the group using the plus (+) button
- Click Save
- Navigate to Customers > Audiences
- Click the More menu [...] in the table row of the specified audience. There are several options for getting data about an audience:
- Beaker: Gives you all the insight our Data Analytics provides for this specific audience
- Download: Export a detailed CSV list including contact information and points balances
- Star: Export a points report, per persona or per store.
- Barcode: Export a transactional report of sales made by contacts in this audience, by date range
- Note: When pulling multiple reports, you must wait till the first report is sent to your email before requesting another report. Multiple requests made at a time will cancel the previous requests and only fulfill the most recent.
- Network: Provides a way to export a referral report by personas in this audience.
Yes! The points multiplier feature supports decimal amounts.
If someone enters an audience with a points multiplier that's already on, does the multiplier apply to all their previous transactions?
No. They'll only receive the points multiplier for purchases made after they enter that audience.
If a persona is in two separate audiences which have point multipliers, will they fall into both of them?
No. If a customer is in two audiences with points multipliers, they'll only receive the higher of the two multipliers.
Audiences that are not built around data pulled from the POS are called "custom" audiences. Whether it's "VIP", "Teachers", or "Military"; you can create custom attributes for these audiences a few different ways.
Discount Groups from your POS
If you have Discount Groups set up in your connected POS, AIQ can use them to create custom audiences:
- Custom Brand Traits / Discount Groups --> Contains --> {{discount group name}}
- Make sure the discount group name spelling matches what you have set up in your POS. After you create this audience in AIQ, any contact added to the group in your point of sale will be automatically added to this audience
Adding a custom tag to a persona manually
You can manually add contacts to a custom audience by adding a tag to their persona.
- Navigate to Customers > Personas
- Find the desired persona and click "Edit Tags"
- Create your custom tag and save.
- Navigate to Customers > Audiences
- Add an audience with the following settings:
- custom brand trait --> dashboard --> contains --> {{tag name}
It takes about ~6 hours for the audience to populate with the personas who possess the tag.
Adding a custom tag to a persona via file upload
If you have a large list of personas you need to import, you can use the Bulk Import Personas. Here you can upload custom traits.
You can build an audience that's historically yielded higher than average spend and purchase frequency:
- Computed trait / Avg ticket size --> more than --> {{dollar amount}}
If you don't know where to start, use our Data Analytics tools to find metrics like Avg checkout value and build out your ideal High Value Customer from there.
You can find customers that yield the lowest ROI and exclude them from future campaigns.
Low spend & frequency: Create an audience of customers that have less than average ticket sizes and monthly vists. Example:
- Computed trait / Avg ticket size --> Less than --> {{dollar value}}
- Computed trait / mean purchase/month --> Less than --> {{visit amount}}
Customers that don't read messages: Don't spend your dollars messaging customers that historically don't open them:
- Performed Event / Number of opened messages --> Less than --> {{amount}} --> in Range --> Last 2 months.
- Navigate to Customers > Audiences and Create new
- Name the audience and add a requirement that is loyalty member : is true
- Under the Points modifiers section, add your multiplier or boost value and expand the Advanced section
- Select the day of the week and times your want to Restrict to happy hours
- Click confirm
You can segment the audience further if you wanted to only give customers who spend X amount on those days a points boost or multiplier by using the and where feature in the audience builder and adding additional trait layers
- Navigate to Customers > Audiences and Create new
- For an email test audience, use the Contact Trait / Email List trait
- For an SMS test audience, use the Contact Trait / Phone List trait
- Create the test campaign, select one of the audiences from above, and publish to send a test campaign to specific contacts
Sending test SMS campaigns may result in carrier blocking/filtration due to multiple receipts of "test campaigns" potentially being marked as spam and in turn, blocked. You can always use the preview link to see what an SMS campaign will look like in lieu of sending an actual SMS test campaign.
- Navigate to Customers > Audiences and click Create audience
- Add the audience trait, Contact trait / is loyalty member / is true
- In the Points modifiers section add a 2 next to Multiplier
- Optional: restrict the multiplier to a specific Brand, SKU, or Category
- Add the time and day of the week you want the multiplier to be enabled
- Click Save
- Navigate to Customers > Audiences, search for Sample Store - ALL
- This is the default audience for your entire customer base. All customers with PII (phone or email) that enter AIQ will automatically enter this audience.
- Click on the dotted icon and "Export audience members to CSV"
- Click on the export icon and a screen titled "Schedule email CSV" will pop up
- Read through and click "OK"
What if I have 2 ecommerce sources for online orders, can I differentiate between the 2 in my audiences?
Yes, you can create an audience "Performed event/Payment method ---> contains ---> "ecomName1" or "ecomName2" (replace with the name of you ecommerce provider).
- Audience ID: the unique identifier for the audience. You can search by the ID or the Audience Name in the top right search bar field
- Audience Name: Make this something identifiable in the future that speaks to the intended use of this audience. While the audience name has no bearing on the functionality, it'll be easier to find if the name makes sense
- Modifiers: If you have a points modifier like 2x points enabled, an icon will appear in this column
- Rocket = Points Multiplier
- Line up graph = Positive Points Boost
- Line down graph = Negative Points Boost
- Audience Size: total number of contacts in AIQ that meet the audience's criteria
- Loyalty Members: the total number of loyalty members currently in the audience, since it was last sized
- Text Opt Ins: total number of contacts in AIQ that meet the audience's criteria and are opted in to SMS messaging
- Email Opt Ins: total number of contacts in AIQ that meet the audience's criteria and are opted in (subscribed) to email messages
- Voice Opt Ins: total number of contacts in AIQ that meet the audience's criteria and are opted in to Voice Drops
- Push Opt Ins: total number of contacts in AIQ that meet the audience's criteria and are opted in to native push messaging
- CLTV: Customer Lifetime Value calculated if a customer in this audience is active for 3 years
- Created: Date and time the audience was first created in AIQ
- Last Sized: Date and time the audience was most recently sized and updated to add new personas and remove personas who no longer meet the audience criteria
- CLTV: Customer Life Time Value of the audience
- Action: edit an existing audience by clicking on the pencil icon
