You can create loyalty point tiers and define accrual settings at the Organization level against each tier in the Marketing module.

To create a tier, do the following:

1. Open Manage Loyalty Points Tiers page, click Add.

   The Create Loyalty Point Tier page opens.

2. Complete the following fields:

  • Name: Enter a name for the tier.
  • Tier Icon: Select the desired icon to indicate the tier from the drop-down list. The selected tier icon appears during appointment booking and helps the front office identify the tier the guest belongs to.
    Note: For the tier icon to appear during appointment booking, you must define a guest category based on tiers.
  • Description: Enter a brief description for the tier.
  • Minimum spend: Enter the minimum amount that a guest should spend in the Qualification Period to be a part of the tier.
    For more information on Qualification Period, see the Qualification Period section of Configuring a Tiered Loyalty Program.
  • Minimum Points to stay in the tier: Enter the minimum amount that a guest should spend in the Qualification Period to continue to be a part of the tier without being downgraded.
    For more information on Qualification Period, see the Qualification Period section of Configuring a Tiered Loyalty Program.
  • Validity period in days: Enter the number of days a guest must be in this tier before the guest is subjected to the monthly system check of downgrade.
    Note: The guest continues to be in this tier until the system check to downgrade takes place.
    Example: If a guest's validity period has ended on 2nd of the month, the guest continues to remain in this tier until the system check to downgrade occurs at the end of the month.For more information on Tier downgrade, see Tier Enrollment and Moving Between the Tiers (Tier Upgrade and Downgrade).
  • Points expiry in days: Enter how many days the points must be valid from the day of accrual.
  • Award points for purchase of: For the tier, select the items that will result in points accrual. The items available are: Services, Products, Day Packages, Series Packages, Custom Packages, Memberships, and Gift Cards.Note: This option is available only if points are to be awarded only on closed invoices. For more information, see the Closed Invoices in a Tiered Loyalty Program
  • Allow redemptions by this tier guests: By default, guests who are enrolled into a tier can redeem accrued points irrespective of the tier they are in.
    However, if you wish to use the tier as a "Stage", meaning, you want the guests in the tier to only accrue points but not redeem until they spend a certain amount and upgraded to another tier, you can clear the Allow redemptions by this tier guests checkbox. When clear, as long as the guests are in the tier, guests can only accrue points but not redeem them.
    Example: If you have four tiers: Bronze, Silver, Gold, and Platinum, and if you do not allow redemptions by Bronze tier guests, guests who enter Bronze tier can only accumulate points but not redeem them until they upgrade to either Silver, Gold, or Platinum tier.
  • Allow downgrade to this tier: Use this option to specify if a guest can be downgraded to this tier. By default, this option is selected and a guest can be downgraded to the tier.
    If you are using the tier as a "Stage", meaning, you want the guests in the tier to only accrue points but not redeem until they spend a certain amount and upgraded to another tier, you can clear the Allow downgrade to this tier checkbox. If clear, guests are not downgraded to this tier even if a guest matches the spend criteria of the tier.
    Example: If you have four tiers: Bronze, Silver, Gold, and Platinum, and if you do not allow downgrade to the Bronze tier, a guest who currently is in Silver tier, if marked for downgrade, can only be un-enrolled from the loyalty program even if the guest matches the spend criteria of the Bronze tier.

Define Accrual Settings
Define accrual settings for the following 10 actions:

  1. Amount Spent: Award points for amount spent on services, products, packages, memberships, and gift cards. It does not matter if the invoice is open or closed (unless configured to consider only closed invoices). The only criteria is that payment must be made.
  2. Amount Spent - Anniversary: Specify the points to be awarded for the amount spent by guests on their anniversaries for the purchase of services, products, packages, memberships, and gift cards.
    If you select this action, if guests make purchases on their anniversaries , the points are awarded as per the points specified here and not as per the Amount Spent action.
    Note: Use this action to award higher number of points for purchases on guest anniversaries.
  3. Amount Spent - Birthday: Specify the points to be awarded for the amount spent by guests on their birthdays for the purchase of services, products, packages, memberships, and gift cards.
    If you select this action, if guests make purchases on their birthdays, the points are awarded as per the points specified here and not as per the Amount Spent action.
    Note:
    Use this action to award higher number of points for purchases on guest birthdays.
  4. Rebook a service: Guest rebooks a service, avails the rebooked service, makes full payment, and the invoice is closed.
    Note: A guest is considered to have rebooked when:
    - The guest visits a center, avails a service, and the invoice is closed.
    - The guest makes another booking on the same day (either at the center or
      online (Webstore or CMA)).
  5. Provide feedback: Guest provides feedback and it is captured in Zenoti.Note:  The feedback can be entered by the guest, front desk, or from an Employee or Customer Mobile Application.
  6. Online – Signup: Guest creates a new account from the Webstore or from the Customer Mobile Application (CMA).
  7. Online - Book an appointment: Guest books appointment online, avails the service, makes full payment, and the invoice is closed.
  8. Online - Share feedback with other guests: Guest gives feedback, gives permission to share, and the feedback is reviewed and finally shared by marketing personnel on the organization's Webstore or social platforms (Facebook and Twitter).
  9. Welcome bonus: Award points for enrollment into a tier for the first time (applicable only for first time loyalty program enrollment and tier upgrades).
    Note: If a guest is enrolled into a tier for the first time due to a tier downgrade, no Welcome bonus is awarded.
    Example: If an organization has 3 tiers, Silver, Gold, and Platinum, where silver is the lowest tier and Platinum is the highest. Then:
    - If a guest is enrolled into the loyalty program for the first time and placed in the
      Silver tier, Welcome bonus is awarded.
    - If the guest later is upgraded directly from Silver to Platinum tier, Welcome bonus
      is awarded for enrollment into the Platinum tier for the first time.
    - If the guest is later downgraded from Platinum tier to Gold tier, the guest does
      not receive Welcome bonus. This is despite the first time enrollment of the guest
      into the Gold tier.
    - If the same guest later is upgraded from Gold to Platinum tier, the guest does not
      receive Welcome bonus as the guest received Welcome bonus for the Platinum
      tier earlier.
  10. Referring a new guest: The referred guest visits the center, avails a service or makes a purchase, makes full payment, and the invoice is closed.
  11. Purchase of membership by referred guest: The referred guest visits the center, purchases a membership (either recurring or non-recurring membership at the center or online (Webstore or CMA)) for the first time, makes full payment, and the invoice is closed.
    Note: Points are awarded only the first time the referred guest purchases a membership. On subsequent membership purchases by the referred guest, no points are awarded to the referring guest.
  12. Purchase of package by referred guest: The referred guest purchases a package (either series or custom at the center or online (Webstore or CMA)) for the first time, makes full payment, and the invoice is closed.
    Note: Points are awarded only the first time the referred guest purchases a package. On subsequent package purchases by the referred guest, no points are awarded to the referring guest.

After you define accrual settings, click Finish.
You have successfully created a loyalty points tier. Repeat the process to create additional tiers.

See Also

Did this answer your question?