Loyalty programs allow you to reward customers for their purchases or other actions by adding points to wallets linked to their user profiles. They can be used in different campaigns across all Applications, as long as the loyalty feature is active for a specific campaign.
Loyalty points are granted once the customer session is closed.
You can set rules to choose which customer actions are rewarded with points and how you allow customers to spend these points. For example, customers might exchange points for discounts, free items, or store credit.
Once you enable this feature, you have different loyalty effects available in the Rule Builder.
Your loyalty program can be as granular as you wish by enabling the optional subledger feature during the program creation. If you do this, each customer can have multiple balances within the same program, each tied to different entities.
The Loyalty page of your account allows you to view, create and edit your loyalty programs. You can define user access to this page and to each loyalty program in your account.
Tiers allow you to create different tiered loyalty campaigns for customers based on point thresholds they reach. You can set them within any loyalty program, even after you created it.
For example, you can define 3 tiers (bronze, silver and gold) and the amount of points required to join each of them. The maximum point value for a tier is the minimum point value of the next one, and customers automatically pass from one tier to the next as soon as they reach the corresponding threshold. The highest tier has an open-ended maximum point threshold.
Subledgers inherit all the tier levels and their points thresholds from the main ledger.
Listing loyalty programs
To list your loyalty programs, click Loyalty in the left-most menu.
This page displays the available loyalty programs. It contains the following information for each of them:
|ID||Unique number identifying the loyalty program. It can be used for integration purposes.|
|Program||It displays the title of the program and the Application(s) where it is active.|
|Point validity||It displays the number of days until a reward expires, as set when you created the loyalty program.|
|Activation delay||It displays the number of days until a reward can be used, as set when you created the loyalty program.|
|Subledgers||It indicates whether the subledger feature has been activated in the loyalty program (green) or not (red).|
The loyalty dashboard
The loyalty dashboard allows you to measure and obtain a detailed description of the performance of a loyalty program. You can use it to identify trends in the use of your loyalty programs.
To access the Dashboard section of a loyalty program:
- Click Loyalty in the left-most menu.
- Click the name of the program whose performance you want to check.
The dashboard displays the following:
- Total active points: Number of active points in the program.
- Total spent points: Number of points awarded to customers and already spent.
- Total members: Number of customers with active or pending points in the program.
- Members overview section.
- Points overview section.
Dashboard data does not include the current day.
All statistics are computed every day at 11:59 PM in the loyalty program timezone. You can see the timezone set for your program in its Settings section.
For the Members overview and Points overview sections, you can set custom start and end dates or select a predefined time frame in the drop-down menu to the right of each section header. This allows you to visualize data for a specific time span.
The following time frames are available:
- Last 7 days
- Last 30 days
- Last 3 months
- Last year
The predefined time frames do not include the current day. For example, if the current date is October 8 and you selected Last 7 days as your preferred time frame, you'll see data for October 1-7, including the first and last days.
A member of a loyalty program is a customer who has active or pending points in the loyalty program.
The following tabs are available:
New per day: Customers who have become members of the loyalty program on a given calendar day.
It displays the increase or decrease in the number of new members during the selected time frame. For example, if your time frame is Last 7 days, you see the difference in the number of new members between the first and last day of that period.
Total members: The total number of members of the loyalty program over time.
It displays the total number of members in the program and the increase or decrease in the number of members during the selected time frame. For example, if your time frame is Last 7 days, you see the total number of members since the start of the program and the difference in the number of members between the first and last day of that period.
It consists of two parts:
Cards displaying the following loyalty points balances:
- Active points: Points awarded to customers and available to spend.
- Pending points: Points awarded to customers but not available until their start date.
- Expired points: Points awarded but never redeemed. They cannot be used anymore.
The cards display the increase or decrease in the number of points whose status is active, pending and expired during the selected time frame. For example, if your time frame is Last 7 days, you see the difference in the number of active, pending and expired points between the first and last day of that period.
The number of Earned points and Redeemed points over time. The following tabs are available:
- Total points: The total number of earned and redeemed points, including points managed manually and by the Rule Builder.
- By Rule Builder: The number of points managed by the Rule Builder.
- Manually: The number of points manually added and deducted.
Each tab displays the increase or decrease in the number of points earned and redeemed during the selected time frame. For example, if your time frame is Last 7 days, you see the difference in the number of earned and redeemed points between the first and last day of that period.