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Removing clients from segment

There will be instances where you don't want specific clients to enter a segment, and more importantly, trigger a client facing communication. When setting up a new segment that will be used for automations, it's important to ask yourself a few questions:

  1. What is the goal of this communication?
  2. What is the content of the communication?
  3. How can I prevent an embarrassing automated communication by applying the correct filters?

Examples:

  • If your goal is to transition a client from your introductory offer to a membership, you would want to exclude any clients that have already purchased a membership (using filter: Contract Purchased = no contracts ever)
  • Emailing clients with memberships that are expiring, you'll want to exclude anyone that has a membership set to start in the future (using filter: Contract Start Date = not in the next 90 days)
  • If you're emailing a client to help them book their first class, you would want to remove any client that already has an upcoming class scheduled (using filter: Upcoming visit count = None)
  • If you're sending out a lapsed client email, you may want to remove anyone that is not local. (using filter: Client Distance < X miles)

Using campaign goals to prevent clients from entering a segment or triggering an automation:

Examples:

  1. Help a client book first class - In this case, we know we want to target clients that have never taken a class at our studio (using filter: Visit count = never before). If the content of our communication is to help the client book their first class, we also want to omit any client that has a class booked in the future (using filter: Upcoming visit count = none)
  2. Move a client from Intro offer to Membership - We know we want to look for clients with an active Intro offer that is soon to expire, but if our goal is to move a client to a membership, we also want to account for clients that have already purchased a membership (using filter: Contract Purchased = No Contracts ever)
  3. Promote a discounted membership option - This is very common for Lapsed Client / Win back communications; however, we don't want to devalue our product by messaging current full-price members, so we'd want to exclude anyone with a current or suspended membership by including the filters (Contract Status = Has no active contracts) and (Contract Status = Has no suspended contracts) After identifying the type of client that should not receive this communication, setting up the appropriate filters in your segment will be much easier. In the video above we walk through the most common examples of omitting types of clients from entering a segment or triggering an automation.

Using Email contact information to remove specific clients:

In other instances, you may want to simply remove a few clients from entering a segment or triggering an automation. Client tags, client email addresses, and packages purchase history can be useful to do this.

Examples:

  • Using email address to remove specific clients - If you want to exclude a single client or a small list of clients from a segment, you can use their email address as the unique identifier, and add a filter "Client Email address does NOT contain = {client's email address}"
  • Using client name - While email address is more unique than a clients name, you can use a clients name to omit them from a segment/automation by adding the filter (Client First Name does NOT include = {client's first name})

Using Purchase history to remove clients:

You may want to remove clients that have purchased a specific package/membership from triggering an automation, or purchase history.

  • Removing Staff - Removing staff members from entering a segment - If your staff members use a unique package to book classes, you can use the filter Package Purchases Never = {name of staff package} to remove all current and previous staff members from your segment.
  • Using Package Purchase History - Example - if you're emailing clients ½ through a monthly unlimited package with the goal of them purchasing another package, you may want to include the filter Package Purchase History = not in the past 15 days to prevent anyone who has already purchased a recent package from triggering this communication.

Using Client Tags to remove specific clients:

You can assign tags through a client's profile, and use these tags to either include or exclude client's from entering a segment or triggering an automation.

To learn more about using tags in audience segments to remove clients, refer to the following help doc: Stop Tags