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.
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.
Subledgers inherit all the tiers.
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. After the tier expires, the customer in question is downgraded if they do not have enough points to remain in the tier. Read about downgrade types in Creating loyalty programs.
Imagine the Silver tier is set to expire 3 months after a customer enters it. Now, let's assume John Doe enters the Silver tier with 250 points.
John immediately uses 100 points and now has 150 points. The silver tier is set to 200 points, so John will be downgraded to Bronze in 3 months, after the tier expires for him.
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 access the Dashboard section of a loyalty program:
- On the leftmost menu, click Loyalty.
- Click the name of the program whose performance you want to check.
- (Optional) To filter data by subledger, from the Subledger dropdown, select a subledger name.note
Main Ledger is selected by default, even if subledgers are not enabled for the loyalty program.
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.
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.
Time frame
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 6 months
- Year to date
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.
Members overview
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.