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Program Tiers

note

This feature may not appear in the Console depending on configuration and the user's role in the system.

The Program Tiers feature allows you to give members different rewards based on the tier level they have achieved through their spending and behavior. Each tier can be associated with a different reward profile and a different threshold spending amount. The business unit to which the tiers apply is selected on first use or set by the Technology Solutions Architect (TSA) as shown on the Program Tiers page.

Set the program tier details and publish​

  1. In the Console, navigate to Program > Program Tiers. You may have the option to select a business unit. The Program Tiers page opens and, if applicable, the business unit name you selected is shown in the Business Unit(s) field (this field can't be edited).
  2. In the Internal Identifiers section, if you didn't select a business unit when opening the page, select a Business Unit — the division of the company to which the tiers apply. If All is selected, all business units are included. If your company doesn't use multiple business units, or if one has already been set, the name of the only business unit appears in the field and is greyed out.

  1. Enter a program tier ID. This is an identification code that uniquely identifies your tier program.

  2. In the Copy & Creative section, enter a program tier name. The name can be used to describe the purpose of the tier program.

  3. Enter a program tier description. This is an optional field and can be up to 1,024 characters long.

  4. You can also enter a Qualifying Behavior Type Label (the type of unit) and Qualifying Products Description (description of the unit) if you plan to use unit purchases as the qualifying behavior. These values are used to provide information in the Member Tier Program section on each member's page. These are optional fields.

  5. In the Program Scheduling section, click the calendar button to select a start date and time. Enter the full start date and time in the field under Start Date, or choose the start date in the calendar (tomorrow at the earliest), then click Select time at the bottom of the window and select the start time (hours and minutes). If you don't choose a start time, the default (00:01) shown in the field is used.

  6. For the end date, you can select the Program Tier does not expire checkbox, meaning the program tiers never end (they aren't reset or rolled over but remain as they are at the end of the period). To choose a specific end date, make sure the checkbox isn't selected and click the calendar button in the End Date field. Enter the full end date and time, or choose the end date in the calendar, then click Select time and select the end time (hours and minutes). If you don't choose an end time, the default (23:59) shown in the field is used.

  7. If the Time Zone is selectable, choose the one you want to use. The time zone may be static (set to EDT) and not changeable.

  8. In the Program Details section, specify the type of tier qualifying behavior required for a member to attain a tier. Select Purchase $ amount (the member must spend a certain amount to attain a tier) or Purchase X quantity (the member must buy a specified number of units to attain a tier). The qualifying behavior is set in each tier in your program.

  9. Choose whether All Products are included, or select Specific Products and filter on the available categories to designate which products to include. This process is similar to product targeting for offers.

  10. Select whether to apply Global Exclusions — the list of products that don't count toward reward points when purchased (such as lottery tickets, tobacco products, or prescriptions) and don't count toward the tier attained by a member. Products included in the qualifying product list may be overridden by exclusions. Exclusions may also be applied on a province or state basis.

  11. If the feature is enabled in your Console, you can control the timing of when rewards are issued to members. Select On-going (per transaction) to allow members to collect points continuously, or End of Period to facilitate automated redemption for all members at the end of a set period. If you select End of Period, you must also enter a value in the Issue points after X hours of period end field to set a waiting period that ensures all transactions for the period have been included.

  12. In the Tier Scheduling Period section, set whether tiers are reset for members Annually, Quarterly, or Monthly.

  13. Set when the qualifying behavior for a member should be reset — either at a Fixed Date or on the Member Anniversary (the anniversary of the date on which they registered). In some implementations, the Member Anniversary option isn't available.

    note

    If you select Fixed Date, the member may get less than the full current period before their first reset. With Fixed Date, you must also enter the period's start date and time in mm/dd/hh/mm format. The program tier resets monthly, quarterly, or annually on that date and time, depending on the Tier Scheduling Period setting.

    This date is often set several days into a period (for example, the fifth day) to allow delayed data from the last period (such as Store and Forward (SAF) transactions due to lost connectivity) to be included.

  14. As with the other time zone setting, this Time Zone may or may not be selectable.

  15. Set the Tier Status Period by selecting one of the following options:

    • Current period only: Tier status and rewards apply only to the current period and status is reset at the start of the next period.
    • Current and following period: Tier status and rewards apply to both the current and the next period. This means the member isn't automatically demoted to a lower tier if their activities don't meet the threshold to maintain the current tier. The rewards roll over from one period to the next.

  16. Set the tier details for a tier level in the Tiers Configuration section:

    • Enter the tier name, an optional tier description, and an optional tier image URL (for example, if there is a graphic associated with the tier). Note that URLs must be properly formatted — these fields are validated for formatting.
    • Enter the Minimum Contribution (the spend, points, or units required for this tier).
    • Select an Ongoing Reward: None, Base Multiplier (the member's base points are multiplied by a set factor), or Flat Bonus/For Every (a set reward each time a member spends a specified dollar amount on eligible products in a transaction).
    • If you select Flat Bonus/For Every, you must also enter the Spend Threshold (in dollars, the required spend) and the Reward Value (in points, the reward). Note that one or more of these options may not be available or enabled.
    tip

    Best practice: Include a "Not yet qualified" tier with a Minimum Contribution of zero to allow targeting of members who haven't yet achieved the first rewards tier. Don't select an Ongoing Reward for this level.

  17. Add more tiers by clicking +Add Tier and completing the Tiers Configuration details for each tier.

  18. Ongoing reward identifiers are used to display tier benefit earnings in a member's transaction history. To make the reward easily identifiable, enter a Reward ID and, optionally, a Reward Description.

  19. When first setting up tiers, you can save a draft by clicking Save Draft, then Save Changes in the confirmation window. This preserves your changes and allows you to continue editing without making the tier program active. A message confirms that the tier program has been saved. Note: The Tier Program Multiplier option isn't available in the Rewards dropdown when creating an offer until after you click Save and Publish. Also, Save Draft disappears once Save and Publish has been clicked.

  20. When you've confirmed your settings, click Save and Publish, then Accept in the confirmation window. A confirmation message indicates that the tier program has been published and is active. Most settings on this page aren't editable unless you click Disable Tier Program.

Edit the published program tier settings​

  1. In the Console, navigate to Program > Program Tiers. If there are multiple business units, select one. The Program Tiers page opens and, if applicable, the business unit name you selected is shown in the Business Unit(s) field (this field can't be edited).
  2. Once the program tier settings have been published, only the settings in the Copy & Creative section can be edited. See steps 4 to 6 in the procedure above for details on these fields.

Disable the current program tier​

  1. In the Console, navigate to Program > Program Tiers. If there are multiple business units, select one. The Program Tiers page opens and, if applicable, the business unit name you selected is shown in the Business Unit(s) field (this field can't be edited).
  2. Scroll down and at the bottom of the page, select ... More > Disable Program Tier. Click Accept in the confirmation window. The program tier is disabled and a message confirms this. The tier program is no longer available to related offers.

In reference to a Post-Purchase Earn (PPE) adjustment:

  • When a member initiates a PPE, ES Loyalty evaluates for eligible spend and adds it to their tier contribution. This could result in a tier status upgrade (as status is driven by contribution) if the member is registered and eligible for tier status.
  • PPE doesn't result in the recalculation and issuance of points from either the ongoing tier benefit or any other offer targeted to specific tier status members. These would require evaluation of the member profile data, which the PPE process doesn't include.
  • PPE only issues base points or points from MASS (audience = everyone) offers. Only the contents of the cart are evaluated.
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