You can use Zenoti to configure a Tiered Loyalty program in your organization.

You can setup tiers and define how guests can accrue points by spending amount and performing specific configured actions and later redeem them.

Note: Tiered loyalty program is available only if you have an Enterprise license. The Tiered Loyalty program is configured at the organization level and is applicable to all centers within your organization.

To configure a Tiered Loyalty Program in Zenoti: 

  1. Ensure you are at the Organization level, and on the main menu, click the Admin tab.
  2. In the Admin Dashboard, go to Organization > Organizations. The Edit Organization window opens.
  3. Click the Points tab.
  4. For the Loyalty Points Program Type, select Tiered loyalty program.If you are configuring a Regular Loyalty Program, see Configuring a Regular Loyalty Program.

5. Based on your requirements, complete the following options:

  1. Send loyalty points expiry reminder: Specify how many days before the loyalty points expire must the guest receive a reminder that the points are about to expire. Click here to learn more on configuring the Send loyalty points expiry reminder setting.
  2. Qualification Period: Specify the qualification period of a guest in months that Zenoti must consider the spend history of, either to enroll a guest into the loyalty program or to upgrade or downgrade the tier.
    Note: For Qualification Period, you must be aware of the following:
    - The Qualification Period you specify here is applicable to all tiers (either for tier
      enrollment, upgrade, or downgrade).
    - The Qualification Period is a sliding window. Meaning, Zenoti considers the
       spend history starting from the day of the transaction until the number of past
       months you specify in this field.
       Example: If the Qualification Period is 12 months, and if the transaction date is
       4th July, 2016, Zenoti considers the spend history between 4th July, 2016 and
       3rd July, 2015 .
  3. Enable direct enrollment to tiers: By default, a guest is enrolled into a tier based on the amount spent. However, if you wish to allow your staff with appropriate permissions to enroll a guest directly into the highest tier without considering the amount spent, select the Enable direct enrollment to tiers checkbox (for example, you might want to enroll VIPs such as celebrities, shareholders, high spenders, and owners to the highest tier).
    Learn how to enroll guests manually and view details of direct enrollment.
  4. Award Loyalty Points on: By default, Zenoti awards points irrespective of the invoice being open or closed. To restrict awarding of points to closed invoices only, select the checkbox, Closed invoices only.
    If you select this option, additional configuration options appear. Click here to learn more on the Closed invoices only settings.
  5. Guests Enrollment: The default setting is to enroll guests manually.
    This is useful if you have a manual process, for example, collecting an enrollment fee to enroll a guest in the program.
    To automatically enrolls guests into the program, select this option.
    To see how a guest is enrolled into a loyalty program and understand the manual enrollment process, see Tier Enrollment and Moving Between the Tiers (Tier Upgrade and Downgrade).
  6. Run downgrade check on the tier expiry of: This section allows you to specify the criteria for downgrade check, and the tier the guest must be downgraded to if the guest does not match the spend criteria of the current tier.
    You can select the downgrade check to take place on the tier expiry of the First enrolled tier/last downgraded tier  or the Current Tier.
    If you select First enrolled tier/last downgraded tier, additional configuration options are made available. Click here to learn about them.
    Note: If the downgrade check does not result in the guest changing tiers, for a based on Current Tier setting, the downgrade check takes place every month until the guest is downgraded or is upgraded due to money spent. For a based on First enrolled tier/last downgraded tier setting, you can configure the next downgrade check using the If there's no change in tier, run next downgrade check on setting.
  7. Downgrade Guest to: You can specify one of the following options:
    - Next lower tier: This option is selected by default. This option moves the guest
      to the next lower tier.
      Example: If a guest is in the Platinum tier and matches the spend criteria of the
      Silver tier, the guest is moved to Gold tier even if the guest does not meet the
      spend criteria of the Gold tier.
    - Applicable Tier: Select this option if you want to move guests to a tier that
      matches their spend criteria. See Tier Enrollment and Moving Between the Tiers
      (Tier Upgrade and Downgrade). 
  8. Allow by passing downgrade for direct enrollments: By default, guests are either upgraded or downgraded based on the amount spent over a specified time period.
    If you have enabled direct enrollment to tiers (see Step 3) and you wish to keep guests who have been enrolled directly in the highest tier and not subject them to downgrade, select the checkbox.
  9. Expire loyalty points when guest is no longer in a tier: By default, if a tier downgrade results in a guest being no longer part of the loyalty program, the points accrued by the guest do not expire until the expiry period defined in the tier is complete. For more information on settings points expiry, see Creating Tiers.
    Select this option if you want the loyalty points accrued by a guest to expire immediately if a guest is no longer part of the loyalty program. 
  10. Enrollment criteria: By default, all guests are eligible to be enrolled into the loyalty program.
    Zenoti allows you to restrict the enrollment only to guests who have purchased a particular membership.
    To restrict the enrollment only to guests who have purchased a particular membership, select the radio button Limit to guests who have purchased: and select the desired membership.
    Only the guests who purchase the selected membership are eligible to be enrolled into the loyalty program. 
  11. Upgrade qualification period: You can use this setting to specify the time period of which Zenoti must consider the spend history to upgrade a guest.
    Based on your requirements, select one of the following options:
    - Use enrollment qualification period: This option is selected by default. If you
       leave this option unchanged, for first time enrollment and subsequent upgrades,
       Zenoti considers the spend amount during the Qualification Period.
       Example: Assume that:
       - The Qualification Period is 12 months.
       - The option “Use enrollment qualification period” is selected.
        For first time enrollment: Your guest, Steven, was not enrolled into the loyalty
        program and makes a purchase on 1st July, 2017, Zenoti checks the spend    
        amount until 1st July, 2016 and enrolls Steven into the loyalty program.
        For upgrade: If Steven makes a purchase on 15th Jan 2018, Zenoti checks the
        spend amount until 15th Jan 2018 and upgrades Steven to the applicable tier.

    - Use latest of enrollment qualification period and tier enrollment date: If you
      select this option, for first time enrollments, Zenoti considers the spend history
      as per the Qualification Period, and for subsequent upgrades, Zenoti considers
      the spend amount from the tier enrollment date.
      Example: Assume that:
      - The Qualification Period is 12 months.
      - The option “Use latest of enrollment qualification period and tier enrollment
        date” is selected.
      For first time enrollment: Your guest, Steven, was not enrolled into the loyalty
      program and makes a purchase on 1st July, 2017, Zenoti checks the spend
      amount until 1st July, 2016 and enrolls Steven into the loyalty program.
      For first time upgrade: If Steven makes a purchase on 15th Jan 2018, Zenoti
      checks the spend amount until 1st July, 2017 (the day Steven enrolled into the
      tier) and not until 15th Jan, 2017 (Qualification Period) and upgrades Steven to
      the applicable tier.
      For subsequent upgrades: If Steven makes a purchase again on 10th July, 2018,
      for tier upgrade, Zenoti checks the spent amount until 15th Jan, 2018
      (the day the guest upgraded to the current tier) and upgrades Steven to the
      applicable tier.

    - Use loyalty program anniversary date: If you select this option, for first time
      enrollments, Zenoti considers the spend history as per the Qualification Period.
      The day on which a guest is enrolled into the loyalty program, is marked as the
      anniversary date for the guest. For subsequent upgrades, Zenoti considers the
      spend history from the anniversary date.
     Example: Assume that:
     - The Qualification Period is 12 months.
     - The option “Use loyalty program anniversary date” is selected.
     For first time enrollment: Your guest, Steven, was not enrolled into the loyalty
     program and makes a purchase on 1st July, 2017, Zenoti checks the spend  
     amount until 1st July, 2016 and enrolls Steven into the loyalty program.
     July 1st becomes Steven’s anniversary date.
     For first time upgrade: If Steven makes a purchase on 15th Jan 2018, Zenoti
     checks the spend amount until 1st July, 2017 (anniversary date of Steven) and not
     until 15th Jan, 2017 (Qualification Period) and upgrades Steven to the applicable
     tier.
     For subsequent upgrades: If Steven makes a purchase again on 10th July, 2018,
     for tier upgrade, Zenoti checks the spent amount until 1st July, 2018 (anniversary date) and upgrades Steven to the applicable tier
  12. Loyalty Points Statement: Use this setting to configure sending loyalty points statements to guests by email or text messages on periodic basis. Click here to learn more about this setting.
  13. Accrual Settings: Define accrual settings at the Organization level against each tier in the Marketing module by clicking the Loyalty Point Tiers link.
    Note:
    Clicking Loyalty Point Tiers, opens the Marketing module.
    You can define Accrual Settings against each tier by following steps in Creating Tiers.
  14. Round Points: Use this option to specify if the loyalty points must be rounded up or down.
    - Up: Select this option if Zenoti must round up the loyalty points to a higher value.
    - Down: Select this option if Zenoti must round down the loyalty points to a lower
      value.
      Example:
    If a guest spends $25, and if 1 point is awarded for every $10 spent,
      then the guest will earn 2.5 points. Based on the selection the points are
      rounded as follows:
    - Up: The points are rounded to 3.
    - Down: The points are rounded to 2.
  15. Payments that Award Points: Zenoti by default awards points for monetary payments made by using cash, card and check. Custom payments, if configured, also result in points accrual.  Learn more about Loyalty Point Accrual on Custom Payments.
  16. Redemption Settings: Specify the redemption criteria. Click here to learn more about Redemption Settings.

6. Click Save. The Tiered loyalty program is configured for your organization.

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