Loyalty programs: Advanced
This guide deals with the creation and management of tiered loyalty programs.
The tier mechanism allows you to divide your program members into groups, called tiers, based on the number of qualifying points they have. For instance, you could have regular, silver, and gold members in your program.
Table of Contents
- Table of Contents
- Creation of a tiered program
- Step Two: Tiers
Make sure to get acquainted with the following articles: - Getting started with loyalty programs to learn the basic terms and find your way around the tier system. - Loyalty programs: Basics to create your first simple program step by step.
Creation of a tiered program
*/!\* This part of the guide follows the same general steps as the creation of a simple program.
Begin by picking "Loyalty program" from the "New" menu in the top bar. Select "Tiered program" and enter a unique name, then click "Create" to proceed.
The "Program name*" field comes filled with the name you entered. Note that Splio will warn you if you try to change it to a name of an existing program.
Setting the "Card code auto-generation" option allows Splio to generate unique card codes for new progam members ("auto-generate"). If the "manual" option is set, all codes must be imported.
"Use all events" allows Splio to process this program when its members are activated by other programs.
Non-qualifying points management and restrictions
Non-qualifying (NQ) points serve as a currency within each program. See here for general explanation of points.
These options are the same for both simple and tiered programs. See here for a broader explanation.
Set the conversion rate between the default currency and NQ points, holding period, and rounding mode (to the nearest whole number, up, or down).
Qualifying point management
Qualifying (Q) points have a single purpose — they let you assign members to tiers within programs.
The final section defines the start and end dates for the program. This section is the same for both simple and tiered programs.
Click to select dates from the calendar and time from the list. Dates and times prior to creation date are not available. Without an end date, the program will run until stopped manually.
Confirm and submit
Click the "Create" button in the bottom right corner to proceed to the next step.
Step Two: Tiers
You can define tier-related options and tiers in this steps. All these settings remain available after creation in the "Tiers" tab of each program.
"Maximum tier downgrade" determines the number of tiers a member may go down when their qualifying (Q) points expire. It is applied when the points are computed for downgrade and serves to protect members from losing too many tier benefits at once.
"Upgrade compute period" determines how often Splio checks if program members are eligible for a tier upgrade. Click to select the date and time of first computation from drop-down menus (the program creation date is the default). You can also choose how often the computation is performed ("periodicity"), daily (default), weekly, monthly, or yearly.
Upgrade and downgrade compute periods determine how often Splio should look for program members who can be moved up a tier (upgrade) or down a tier (downgrade). In both cases you set the date of the first computation and then a period (day, week, month, or year) between subsequent computations. The default periods are daily for upgrades and yearly for upgrades, which gives upwards mobility a large advantage.
"Downgrade compute period" defines how frequently Splio checks if program members need to be demoted to a lower tier due to the expiration of Q points. The downgrade period can be calendar-based or relative.
For calendar-based period, the options are the same as for upgrade period above.
If the period type is relative, you need to enter the frequency as number of days, weeks, months, or years (default), which is counted from the date of a member's subscription.
To begin tier creation, click "+ Add a tier" under Structure. (This button remains available below the list of tiers.)
Each time you click this button, a new tier (with more stars) is added to the list shown in the example below.
The example below shows two tiers, which were named "Blue" and "Silver". Click the box containing the name to change it.
For each tier you can define multipliers for qualifying and non-qualifying points. This allows you to regulate the speed at which members of each tier collect points. The multipliers default to the tier number (1, 2, 3, etc.).
The green and red arrows indicate the entry and downgrade thresholds between each two tiers. "Entry threshold" is the minimum amount of Q points a member must have to advance to the next tier. "Downgrade threshold" is the minimum number of points a member needs to stay in the higher tier (all program members with less points will be downgraded).
Confirm and submit
To finish setting up tiers, click the green "Create" button in the lower right of the screen. This button reads "Update" if you are editing an existing program.
If you need a special tier with special privileges, or just a simple tier for employees of the brand, Splio has VIP tiers for you. VIP tiers do not rely on qualifying points to promote cardholders and are controlled by you.
Define a VIP tier
Click “+ Add a tier” in the “VIP” tab to create a VIP tier.
Enter a name and the Q and NQ point multipliers. These values are independent from the standard Q-based tier system.
To finish click the green “Create” button in the lower right of the screen.
Add VIP tier members
You can add VIP tier members using API, the Data Hub, and manually.
To add a contact to a VIP tier, open the loyalty program and display the “Members” tab.
Click the “Promote to a VIP Tiers” option, then enter the reason for promotion (e.g., an employee’s job title) and select the tier.
Confirm by clicking the green “Promote to a VIP Tiers” button.