Profile-based loyalty programs

Profile-based loyalty programs allow your customers to collect and spend loyalty points.

The rewarded loyalty points are linked to customer profiles. Profile-based loyalty programs also contain tiers which can help boost customer engagement.

important

A single profile-based loyalty program can be connected to multiple applications from the same environment.

Loyalty tiers

Tiers allow you to create tiered loyalty campaigns for customers based on point thresholds they reach.

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.

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Subledgers inherit all the tiers.

Example

Imagine 3 tiers:

• Bronze, at 100 points.
• Silver, at 200 points.
• Gold, at 300 points.

When a customer has 100 points or more, but less than 200 points, they are automatically in the Bronze tier.
When they reach 200 points or more, but less than 300 points, they are automatically in the Silver tier.
Above 300 points, they are in the Gold tier.

Tiers have expiration dates relative to when each customer enters them. You can choose the expiration date of your tiers when creating a loyalty program.

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If the customer earns points, they are upgraded to the matching tier. If the customer does not earn points or if they redeem their points, they stay in their current tier until it expires.

Tier downgrade

A tier downgrade happens when the current tier of the customer expires and the customer does not have enough points to remain in it. There are two types of tier downgrades:

• Hard downgrade
• Soft downgrade

You can choose the type of tier downgrade you want for your customers when creating a loyalty program.

Hard downgrade

With hard downgrade, the customer enters the tier that matches the number of active points in their point balance after their current tier expires.

Example

Let us assume John Doe enters the Gold tier with 350 points. John immediately redeems 200 points and now has 150 points.

The Gold tier has a point threshold of 300 points. So, John is downgraded to the Bronze tier after the Gold tier expires.

Soft downgrade

With soft downgrade, the customer enters the tier below their current tier after it expires.

Example

Let us assume John Doe enters the Gold tier with 350 points. John immediately uses 200 points and now has 150 points.

The Gold tier has a point threshold of 300 points. So, John is downgraded to the Silver tier after the Gold tier expires.

Listing loyalty programs

To list your loyalty programs, on the leftmost menu, click Loyalty.

This page displays the available loyalty programs. It contains the following information for each of them:

Column	Description
ID	Unique number identifying the loyalty program. It can be used for integration purposes.
Environment	Environment of the loyalty program.
Program	It displays the loyalty program's name and description, and the Application(s) where it is available.
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).
Loyalty card	It indicates whether the loyalty program is card-based (green) or profile-based (red).

The loyalty dashboard

The loyalty dashboard allows you to measure and obtain a detailed description of the performance of a loyalty program or a specific subledger of a loyalty program. The dashboard data can help you identify trends in the use of your loyalty programs.

To view the Dashboard section of a loyalty program:

1. On the leftmost menu, click Loyalty.
2. Click the name of the program whose performance you wish to view.

Important

The dashboard data does not include data from the current day.

All statistics are computed every day at 11:59 PM in the loyalty program time zone. You can see the time zone set for your loyalty program in its Settings section.

Highlights

The top section of the dashboard displays the highlights of the loyalty program including:

• Active points: Number of active points that can be spent.
• Spent points: Number of points awarded and already spent.
• Total members: Number of members with active or pending points.

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These highlights display statistics for the entire loyalty program. If subledgers are present in the loyalty program, they display statistics only for the main ledger.

The remaining sections of the dashboard are:

• Members overview
• Points overview

Subledger and time frame filters

In the Members overview and Points overview sections, you can apply the following filtering options:

• Filter data by subledger.

  • From the Subledger dropdown, select a subledger name.

    note

    If subledgers are present in the loyalty program, Main Ledger is selected by default.

• Filter data for a time frame. This allows you to visualize data only for that selected period.

  • Click Custom and set custom start and end dates or select a predefined time frame:

    • Yesterday: The previous day.
    • 7D: The previous 7 days.
    • 30D: The previous 30 days.
    • 3M: The previous 3 months.
    • 6M: The previous 6 months.
    • YTD: Year to date.
    • Max: The maximum time period for which data is available.
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    The predefined time frames do not include the current day. For example, if the current date is October 8 and you selected 7D as your preferred time frame, you'll see data for October 1-7, including the first day and the last day.

Members overview

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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.

Points overview

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.