1. Access
You can access the directory of all your customers by navigating to the Customers section in the side bar.
2. Customer List
Here you can see a list of your entire customer-base.
A customer is the person who made the booking or the account-holder, classified by their unique email address
You can see attendees associated with a customer by using the toggle in the top-left
The list is sorted by Latest Booking date, meaning that customers who booked an activity recently will be displayed at the top
You can search your directory to find any customer. This will search your directory for data that matches, or is a close match to, any of the following:
Customer name
Attendee name
Customer email
Customer phone number
The list will show you whether a customer has opted into your marketing (note that this is separate to their Pebble marketing consent status)
3. Customer spend and booking data
In this list, and also in the customer profile, we show you some helpful information about your customer's booking and spending history:
Latest booking date
This is the date of the most recent booking for the customer.
This includes manually added bookings
This includes new bookings that were created due to a move
Whenever an attendee is moved, we create a brand new booking in the system to reflect the new details
Total bookings
This figure simply shows you a running count of bookings initiated by a customer, regardless of any changes made afterwards.
Total Bookings will not be affected by cancellations.
Moved bookings will not affect the Total Bookings figure.
Manually added bookings are counted towards the Total Bookings figure
Total sessions
This figure tells you how many session the customer has ever been booked onto.
It takes into account both past and future sessions
Total Sessions will accurately update and take into account any movements made on a booking (any sessions that an attendee has been moved away from will not be reflected in the figure, and the new sessions will be accounted for)
Total Sessions will be affected by cancellations (cancelled sessions are deducted from the total)
A Subscription will count as 1 booking, however the Total Spend and Total Sessions figures will update on a month-by-month basis when the customer pays their invoice
Total spend
This figure tells you how much a customer has spent on your activities since they first booked with you. It tells you the lifetime value of your customer.
Total spend is calculated on how much a customer has paid, after discounts (but before the Pebble or Stripe fee is taken)
Any transaction through the platform is counted towards the Total Spend
Refunds will be deducted from Total Spend and will not count towards Avg Spend
Manually added bookings are not included in any spend figures
Average spend
This figure is calculated by taking the Total Spend and dividing it the number of payments a customer has made.
For this calculation we divide Total Spend by the number of payments, not bookings. This gives you a more accurate average for various reasons:
For example, a subscription is 1 booking but the customer will make many payments over time for that same booking
If a customer books for free or uses a discount code to book for free, this counts as a transaction/payment. This will therefore be accounted for in the average spend calculation.
4. Customer Profile
Here you can review details about your customer and all of their attendees:
5. Customer Booking History
Here you can see a list of bookings for each of your customers:
The list is organised chronologically with the most recent bookings (transactions) at the top
You can see when the booking was made and how much the customer spent (after discount and before Pebble fees)
You can click on the Activity Name to reveal more details about its dates and times
You can click on the Attendee name to reveal more information about the booking, such as Booked Dates, Booking Questions and Add-Ons
If your customer is on a trial, you will see a free or paid trial icon next to their name:
If your customer is on a Subscription with an outstanding failed payment, their name will turn red as follows:
If a booking has been moved, you will see the following:
If a booking has been created due to being manually added, you will see the following:
If you have any questions or feedback, please do not hesitate to reach out to support@bookpebble.co.uk