Published on April 17, 2025/Last edited on April 17, 2025/18 min read
Behavioral segmentation is an important strategy that brands can use to enhance marketing personalization, customer engagement, and customer experiences, and drive business outcomes like sales, customer satisfaction, customer lifetime value, and retention.
Investing in segmentation is more important than ever because most customers have come to want and even expect personalized experiences. According to McKinsey & Company’s Next in Personalization Report, nearly three-quarters (71%) of U.S. consumers expect brands to personalize their experiences, and even more (76%) get frustrated when businesses fail to meet their expectations. Per this study, the majority of consumers want: Relevant product and service recommendations; tailored messaging; targeted promotions; to be celebrated for the engagement milestones they achieve; to receive timely communication after taking important actions; and to get follow-up updates after completing a purchase or demonstrating other behavior patterns.
In this guide, we’ll explore what segmentation is, the main types of segmentation, what behavioral segmentation is, the importance of segmentation, and more.
Key topics we’ll cover:
Segmentation—also known as customer segmentation, audience segmentation, or market segmentation—is a process where marketers create and target audiences that have specific shared characteristics in common, such as a customer’s location, age, app usage patterns, favorite products, etc.
Segmentation can be used across channels—from paid advertising on search and social to owned marketing campaigns sent via email, push, SMS, and in-app and in-browser messaging.
Brands leverage segmentation when running targeted ads. They also use segmentation when sending tailored campaigns to specific audience groups, rather than delivering generic, one-size-fits-all messaging to a broad, general audience.
There are four main types of segmentation:
Brands can use a combination of these different types of audience segmentation to personalize experiences. For instance, a dog-walking app might want to reach dog owners who live within a certain metro area (geographic segment), who have a certain income level (demographic segment), who work full-time (demographic segment), and who have downloaded the dog-walking app but haven’t booked a service in 30 days (behavioral segment).
Behavioral segmentation is a type of market segmentation that groups customers based on their actions, habits and interactions with a brand. Unlike demographic or geographic segmentation, this approach focuses on how customers behave rather than who they are.
You can use many types of behaviors to segment your audience for better engagement. Some examples include:
Examples of common actions customers take that brands often create behavioral segments for include:
Investing in behavioral market segmentation is more important than ever. According to McKinsey & Company’s Next in Personalization Report, nearly 71% of U.S. consumers expect brands to personalize their experiences, and 76% feel frustrated when businesses fail to do so.
Behavioral segmentation helps brands:
Showmax is a leading South African online video subscription service, offering a diverse range of content, including locally produced titles and international movies and TV shows. They cater to a predominantly African audience, providing content in multiple languages.
Showmax aimed to convert users from a 14-day free trial to paying subscribers, enhance retention rates, and win back former subscribers. They needed a strategy to engage users effectively across various stages of the customer lifecycle.
Leveraging the Braze data platform, Showmax developed a sophisticated segmentation system to deliver personalized, cross-channel messages via email, push notifications, and in-app messages. They segmented their audience based on factors like lifecycle stage, content preferences, user behavior, and device usage, to send tailored and relevant communications.
This targeted approach and data-driven strategy led to a 204% increase in subscribers, a 71% retention rate, a 12% boost in win-back rates, and a 37% rise in ROI. By focusing on personalized engagement, Showmax significantly enhanced user satisfaction and created more loyal customers.
JOBKOREA is South Korea's premier career recruitment platform, offering real-time job postings, personalized job information, instant application processes, resume and profile registration, company reviews, and salary details. With over 24 million individual members and 2.52 million resume registrations, they are dedicated to connecting job seekers with opportunities.
JOBKOREA's marketing efforts were hindered by inefficient developer collaboration, limited performance metrics, and a lack of personalization capabilities. Their system primarily supported basic push notifications without detailed insights into user behavior, making campaigns less effective and time-consuming to manage.
By adopting Braze, JOBKOREA created dynamic segments based on user behavior and custom attributes. They personalized messages using Braze Liquid, A/B testing, and seamless data integration.
These improvements led to a 4-5X increase in average click-through rates (CTR) and higher conversion rates. Automated segmentation increased team efficiency and reduced reliance on developers, enabling marketers to make faster, data-driven decisions
Braze has allowed me to try different things as a CRM manager. Due to the nature of the IT platform, it was difficult to coordinate development schedules with multiple development projects already underway, but being able to configure personalized messages with Liquid, A/B test with color and creative variations, diversify campaigns, and review performance reports without having to ask the development team has made my job more efficient.
Too Good To Go is a platform committed to reducing food waste globally. They enable users to purchase 'Surprise Bags' of unsold surplus food from restaurants and grocery stores at reduced prices, preventing food from going to waste. Since its launch in 2016, they have helped save over 300 million meals.
Despite a large user base, Too Good To Go faced challenges in converting engagement into purchases. Their 'Surprise Bags' were often in limited supply and only relevant to nearby users, necessitating a strategic approach to personalized messaging to effectively match supply with demand.
Utilizing Braze, Too Good To Go developed automated campaigns personalized to each user by leveraging Braze Catalogs. They segmented users based on preferences and behavior, such as app sessions and purchase decisions and history, and created API-triggered campaigns to notify users when relevant 'Surprise Bags' became available.
This strategy led to a 135% increase in purchases attributed to CRM efforts and a twofold increase in message conversion rates. By effectively matching supply with user demand through personalized messaging, Too Good To Go enhanced user satisfaction and advanced their mission to reduce food waste.
Effective behavioral segmentation requires a strategic approach to transforms data into meaningful engagement. Here are some key strategies to help brands maximize impact:
Static segmentation has its limits as consumers behaviors change constantly. Brands that have the ability to react with real time context can gain the advantage. By tapping into live behavioral data and signals—such as session activity, purchase intent, or recent interactions—brands can create dynamic segments that evolve alongside their audience.
Not all users interact with your brand the same way. High-intent users might respond well to direct CTAs, while passive users need nurturing through value-driven content. Tailoring messaging to engagement levels keeps communication relevant and increases the likelihood of conversion.
AI-driven segmentation allows brands to predict future behaviors based on historical data. By identifying users likely to churn, upgrade, or make a purchase, businesses can proactively send the right message at the right moment—whether it’s a timely discount, a reminder, or an exclusive offer.
Behavioral segmentation is also about where the user is in their journey. For example, first-time visitors, repeat customers, and dormant users can all require different touchpoints. Mapping segmentation strategies to the customer lifecycle and working on journey orchestration helps brands drive long-term engagement and loyalty.
Behavioral segments aren’t set in stone. A/B testing different segment criteria, message types, and engagement triggers can help brands refine their approach over time. By continually analyzing performance, businesses can adapt to shifting consumer behaviors and fine-tune their segmentation strategies for better results.
Behavioral segments are created based on shared actions users have taken or behaviors they’ve demonstrated. Brands can also segment sub-groups of users by common user attributes, such as gender, location, age, etc.
On the other hand, demographic segmentation, psychographic segmentation, and geographic segmentation described above are all different types of segmentation that are based on user attributes.
The following are some examples of common user attributes brands use to create segments and sample events, behaviors, and actions taken (also known as “Events”) that marketers can use to create behavioral segments.
There are countless ways your brand can use behavioral segmentation to deliver results, from increasing customer activation to boosting monetization and retention. Here are 10+ campaigns your company can enhance using behavioral segments—and drive more successful onboarding, deeper engagement, increased sales, higher customer lifetime value, and stronger loyalty.
Behavioral segments can be used to encourage more users to become active—or more active—with your brand.
Some classic examples of how behavioral segmentation can be used to increase customer activation include the creation of:
Savvy brands leverage behavioral segmentation to boost sales, average order sizes, conversions from free users to paid members, subscription renewals, repeat purchases, customer lifetime value, and more.
Some classic examples of using behavioral segmentation to increase monetization include creating:
Data-driven marketers take advantage of behavioral segmentation to foster customer loyalty, encourage more frequent engagement, and extend customer lifetimes.
Some classic examples of using behavioral segmentation to increase retention include creating:
Here’s how to put behavioral segmentation into action:
Before diving in, define what you want to achieve. Are you looking to increase conversions, improve retention, or re-engage dormant users? Aligning segmentation with business goals so your approach drives real impact.
Behavioral segmentation is only as strong as the data behind it. Tap into real-time user interactions, such as website activity, app engagement, purchase history, and campaign responses. First-party data provides the most accurate, privacy-compliant foundation for segmentation.
Users aren’t static, and your segment shouldn’t be either. Instead of relying on rigid categories, build dynamic segments that update in real time based on user behaviors. This allows you to personalize outreach as users shift between interest levels, lifecycle stages, or engagement patterns.
The best behavioral segmentation strategies focus on individual relevance rather than broad demographics. Use behavioral insights to tailor messaging, product recommendations, and timing. Whether it’s a welcome flow for first-time users or re-engagement content for lapsed customers, make every interaction feel personal.
When looking to source a customer engagement platform that supports behavioral segmentation, be sure to opt for solutions that offer:
Mobile is where customer interactions happen in real time—whether it’s in-app browsing, push notification responses, or mobile purchases. Behavioral segmentation in mobile marketing strategies helps brands move beyond generic messaging and create deeply personalized, context-aware experiences that drive engagement.
Users interact with mobile apps in different ways—some explore multiple features, while others stick to a single function. Identifying active users, casual browsers, and dormant accounts allows for tailored messaging that encourages deeper engagement.
Generic push notifications often get ignored, but behavior-driven notifications—triggered by actions like cart abandonment—can deliver real value. For example, sending a time-sensitive discount to a user who has viewed a product multiple times can nudge them toward conversion.
A user who opens your app daily needs a different experience from someone who checks in once a month. Frequent users might benefit from VIP offers or loyalty rewards, while infrequent users may need re-engagement campaigns that highlight new features or exclusive content.
Location-based segmentation allows brands to deliver hyper-relevant offers and updates when users are near a store, event, or key location. A restaurant app, for instance, can send an exclusive deal when a user is within walking distance, driving immediate action.
5. Use predictive analytics to anticipate user needs
Machine learning can help identify patterns in mobile behavior—predicting which users are likely to churn, which are ready for an upgrade, and which need a nudge to complete a purchase. Proactively targeting users based on these insights keeps engagement high and churn rates low.
Mobile user behavior evolves quickly, so segmentation strategies need to adapt. A/B testing different notification types, messaging tones, and timing strategies helps refine engagement tactics and drive better results over time.
It pays to invest in personalization efforts like behavioral segmentation. Researchers have found that personalization efforts can boost revenue by 10 to 15% on average, and by as much as 25%, depending on the industry. Furthermore, fast-growing companies that outperform the competition when it comes to personalization yield 40% more revenue from their efforts compared to laggards.
The challenge for brands is to successfully execute. Only 35% of businesses feel like they’re able to deliver personalized experiences across channels. Meanwhile, less than half of brands are personalizing the experience based on real-time customer data.
There are four main types of segmentation: behavioral segmentation, demographic segmentation, psychographic segmentation, and geographic segmentation.
Dynamic segmentation uses real-time data processing to create continuously updating segments or groups of individuals with shared traits or characteristics. This is what enables marketers to deploy personalized marketing in the moment.
Brands that successfully incorporate behavioral segmentation to power their marketing personalization efforts can benefit from gains in:
Forward-Looking Statements
This blog post contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the performance of and expected benefits from Braze and its products. These forward-looking statements are based on the current assumptions, expectations and beliefs of Braze, and are subject to substantial risks, uncertainties and changes in circumstances that may cause actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. Further information on potential factors that could affect Braze results are included in the Braze Annual Report on Form 10-K for the fiscal year ended January 31, 2025, filed with the U.S. Securities and Exchange Commission on March 31, 2025, and the other public filings of Braze with the U.S. Securities and Exchange Commission. The forward-looking statements included in this blog post represent the views of Braze only as of the date of this blog post, and Braze assumes no obligation, and does not intend to update these forward-looking statements, except as required by law.
Sign up for regular updates from Braze.