Customer segmentation using tags

What’s on this page?

Using customer segmentation, retailers can empower store associates to improve their customer outreach with improved targeting capabilities. The tagging feature in Tulip Clienteling enables retailers to segment customers based on customer loyalty program tiers and other filtering criteria, such as how frequently a customer shops or what they buy.

About tier labels (tags) and tier groups

Tiers or tags are categories that retailers can use to label and identify customers. In the configuration, each tag is created using a tier label.

For example, customers who visit frequently can be identified with the tier label ‘FRQ’ whereas those who visit rarely can be identified with the label ‘RARE.’ Similarly, customers who are high spenders can be labeled as ‘GLD’ (gold) and low spenders can be labeled as ‘BRZ’ (bronze). Filtering criteria used for creating tier labels are usually more narrowly defined or specific in nature as opposed to broad categories.

Note: In this content we use the terms “tier,” “tag,” “tier label,” and “customer tag” interchangeably.

Tier groups are collections of related tiers. Tier groups can be used for customer segmentation and to organize tiers into broader categories.

For example, tiers based on frequency of store visits like ‘FRQ’ and ‘RARE’ can belong to the ‘Visitor’ tier group. Similarly, tiers based on spending levels like ‘GLD,’ ‘SLV,' and ‘BRZ’ can belong to the ‘Spending’ tier group.

Note
In the Clienteling app, tier groups appear inside Client Book as filters for the search function. Tier labels appear on customer profiles as ‘Customer Tags.'

Customer profiles can include customer tags (tier labels) from different tier groups. For example, a single customer can be identified as both a high-level spender and a frequent store visitor, and their profile would display both tags, ‘SLV’ and ‘FRQ’.

Note
A profile can include a maximum of 6 tags.

Getting set up with customer segmentation

Retailers provide Tulip with all the data related to tiers and tier groups. After Tulip imports the data into the Tulip cloud platform, retailers can use Tulip Headquarters to self-configure the related settings. For example, they can change the tier group order, rename tier labels, show or hide tier labels, and change the colors used to display the tier labels in customer profiles.

Note
Retailers need to work with their Tulip representative to create new tier groups and tier labels. Creation of new labels and groups is not available as a self-service option.

About Tulip Headquarters

Tulip Headquarters is a web-based tool that retailers can use to manage information related to their stores, associates, and customers and configurations such as Loyalty Tiers and Email Templates.

How To: Sign in to Headquarters

  1. Navigate to hq.tulip.com.
  2. To access your tenant login, in the Client ID field, type the name of your tenant, and then select Continue.

For example, if your company name is globex, your tenant name for the client ID field might look something like tulip-prod-na-globex.

  1. Sign in using your tenant Username and Password.

For more information on how to set your username and password for your tenant, go to Admin Environments.

Configuring customer segmentation through tier labels and tier groups

How-To: Access configurations related to tiers
  1. Sign in to Tulip Headquarters.
  2. On the left pane, under IT, select Loyalty Tier Configuration.
How-To: Rename loyalty tier labels
  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. Next to the tier label you want to modify, under Actions, select > Edit.
  4. Rename the tier labels as needed, and then select Update.

Note: Labels cannot exceed 15 characters.

How-To: Configure colors of loyalty tier labels
  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. Beside the loyalty tier label you want to modify, select the colored circle.
  4. Select a preset color option or enter a 3 or 6-digit hex code value to specify the color, and then select Update.
How-To: Reorder loyalty tier groups
  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. Select Reorder Tier Group.
  4. In the right pane, select and drag loyalty tier groups to reorder them, and then select Update.

Note: Loyalty tier group names are read-only and cannot be modified.

How-To: Show or hide loyalty tier labels Hidden tier labels are not visible in customer profiles.
  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. Next to the tiers you want to show or hide, under Actions, select > Edit.
  4. To change the visibility of tiers on customer profiles and filters, to the right of a tier label, select to make the tier hidden or select to make the tier visible.
  5. To save your changes, select Update.
How-To: Filter loyalty tier labels
  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. In the search box, enter a loyalty tier group name.
How-To: Publish updates to loyalty tier labels

Modified tier labels display an indicator to help you identify what has changed before you publish your updates. Unpublished changes to labels are lost when you sign out of Tulip Headquarters. When updates are published, the changes appear immediately in the Clienteling app.

  1. Sign in to Tulip Headquarters.
  2. On the left pane, select Loyalty Tier Configuration.
  3. In the upper left corner, select Publish.

Customer List Restrictions

Retailers can add, remove, and re-assign customers to all types of customer lists. Retailers can also add restrictions to control whether store associates can perform Client Book and Store Book actions based on the loyalty tiers (customer tags) associated with a customer. Actions include adding, removing, and reassigning customers.

Note: If a tier (tag) is restricted from being added to a client book, the retailer will need to provide another way to assign customers to this restricted tier.

How-To: Create customer list restrictions
  1. Sign in to Tulip Headquarters.
  2. On the left pane, under IT, select Customer List Restrictions.
  3. Select Add Restriction.
  4. Using the dropdowns, select the desired Loyalty Tier and Customer List for which you’d like to add restrictions.
  5. Under Book Restrictions, specify the desired restrictions, and then select Save.
How-To: Modify customer list restrictions
  1. Sign in to Tulip Headquarters.
  2. On the left pane, under IT, select Customer List Restrictions.
  3. Next to the customer list restriction you want to modify, under Actions, select > Edit.
  4. Under Book Restrictions, select or clear the checkboxes for the restrictions as needed, and then select Update.
How-To: Delete customer list restrictions
  1. Sign in to Tulip Headquarters.
  2. On the left pane, under IT, select Customer List Restrictions.
  3. Next to the customer list restriction you want to delete, under Actions, select > Delete.
  4. To confirm deletion of the customer list restriction, in the Delete Restriction window that appears, select Delete.
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