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Loyalty Tiers is an upcoming feature that will be available in early 2024. This page will be updated once it is ready for use.

Overview

Loyalty Tiers enables guests to be upgraded to a VIP loyalty tier with exclusive rewards, when they meet specific requirements. Loyalty Tier 2 or VIP users are high spenders: guests unlock these exclusive benefits and move to Tier 2, if they have earned specific amount of loyalty points / spent enough in a specific amount of time. Then, in order to maintain this status when guests reach Tier 2, they need to continue earning a certain amount of loyalty points in a set amount of time. With this feature, we hope to increase engagement of our guests with the loyalty program and increase frequency of conversion.

How does it Work?

Events

To see the events related to this feature, please refer to:

How is it configured?

In order to enable the feature please follow the below steps

Feature Flags

Please reach out to your CSM representative to enable this flag

Lokalise Strings

loyaltyTierEarnMorePointsDay

loyaltyTiersLabelDayTier_1

loyaltyTiersLabelDayTier_2

loyaltyTierEarnMorePointsMonth

loyaltyTiersLabelMonthTier_1

loyaltyTiersLabelMonthTier_2

loyaltyTiersSignIn

loyaltyTiersYouAre

orderMoreToBecomeNextTier

Sanity Setup

Sanity setup is divided into 3 sections:

  • (1) Loyalty Tiers Program Rule definitions

  • (2) Loyalty Tiers UI configuration

  • (3) Rewards Setup

Loyalty Tiers Program Rule Definition

  1. In Sanity, go to Order Level Content > Loyalty > Loyalty Configs > Earning Calculation

  2. Navigate to Loyalty Tiers dropdown section

  3. Turn on the Enable Loyalty Tiers toggle to enable the feature in your market

  4. Click on Add Item to add a new Tier and add the key and name of the Tier

Note: all signed in users are automatically Tier 1 users. Adding one more Tier for VIP users would have key Tier_2 and name Tier 2

  1. Then, set how many points the user needs to earn in a specific amount of time for the user to be able to enter Tier 2 (VIP loyalty users)

Note: we use the Sliding Window (Dynamic Dates) approach for this calculation. This means we will count the time from the date the latest transaction was done – e.g. if a user needs to earn 1K points in the past 6 months to become Tier 2 user, we will dynamically look at the past 6 months after every transaction the user completes.

  1. Next, set how many points the user needs to earn in a specific amount of time for the user to be able continue being apart of Tier 2 (VIP loyalty users) – this is set under the dropdown Tier Maintaining Points Needed and Time Constraint

Note: when a user enters Tier 2, we use Relative Fixed Dates and we begin counting the time from the specific day the user has gotten into Tier 2 – e.g. if a user needs to earn 500 points in the next month to be able to continue being in Tier 2 and user has entered Tier 2 on June 1, we use this fixed date to know the user has until June 30 to earn 500 points to continue in Tier 2

  1. Leave the modal and click on Publish. Now these rule requirements will be taken into consideration for users to move between Tiers.

Loyalty Tiers UI Configuration

Loyalty Banner Unauthenticated Info Cells

  1. In Sanity, go to Order Level Content > Loyalty > Loyalty Configs > Feature Loyalty UI and scroll all the way down to Loyalty Tiers dropdown

  2. Inside the dropdown under Loyalty Banner Unauthenticated info cells, you can configure how the Information cells look for users that are signed out

The Image, Title and Description is edditable in Sanity

Loyalty Banner CTA Buttons Configuration

  1. Right below under the dropdown Loyalty Banner CTA Buttons Configuration, you can configure the button name and paths for all buttons in the Loyalty Banner

The first Button Available is the How it Works Button:

  • It shows in the Homepage banner when users are Signed out

  • It shows in the Homepage and Rewards page when users are in Tier 1 and Tier 2

This button path leads to a static page that has all the information on the loyalty tier program. In this way, both the static page name and button path are configurable. Here is a static page example with all widgets.

When users click on the button, they are taken to the static page that explains how the Loyalty Tiers program works in detail. Here is an example of this static page setup.

  1. Configure the name and path for the Rewards button. The Rewards button can be accessible from the How It Works static page when users are signed in in Tier 1 or Tier 2

When users click on the button, they are redirected to the Rewards page

  1. Configure the name and path for the Rewards History button. The Rewards History tab button can be accessible from the How It Works static page when users are signed in in Tier 1 or Tier 2

When users click on this button, they are able to see their loyalty transactions history

  1. Configure the name and path for the Order More button label. The Order More button displays when users are in Tier 1 and click on a reward that is only available for Tier 2 users.

Users are redirected to the menu when they click on the button (this path is configurable)

Loyalty Tiers Configuration

  1. In the Loyalty Tiers Configuration section, users can configure the UI for each Loyalty Tier, including Name of each Tier, Icon of each Tier, which Rewards to include in the Tier Banner Carousel, etc.

  2. Under this section, click on Add Item to configure a new Tier. On the first input line, either include Tier_1 to Tier_2.

  1. If Tier_1 is added, you will configure the UI for the first Tier - all users that are signed in are automatically in the first tier. If Tier_2 is added, you will configure the UI for the second Tier - this tier is exclusive and only available for user that have spent/earned certain amount of points in a specific amount of time

  1. Tier Display Name is how the name of the Tier shows in the Loyalty Banner in the Homepage, Rewards Page and How it Works page

  1. Tier Icon is the icon we show in the Loyalty Tier Banner in the Homepage, Rewards Page and How it Works page

  1. Under Modal Configuration Dropdown, you can configure what shows on the modal when the user enters (or re-enters that Tier)

Note: this modal in Tier 1 will not be triggered when users first sign up/sign in to the app and become Tier 1 users. This modal for Loyalty Tier 1 will only be triggered when a user moves from Tier 2 back to Tier 1.

  1. In the Feature Rewards Carousel section, configure the Rewards that show in the Loyalty Banner Carousel in the Homepage and the How it Works page

Rewards Setup

  1. In order to configure a specific Reward List only for Tier 2 users with exclusive benefits navigate to Order Level Content > Loyalty > Incentives > Rewards > Rewards List

  2. Create a new Rewards List and make sure the Tier ID is set to either Tier_1 or Tier_2.

If the Tier ID is set to Tier_1 this list of rewards will show only for Tier_1 users. If the Tier ID is set to Tier_2 this list of rewards will show only for Tier_2 users. If no Tier is set, the list of Rewards will show for both Tier 1 and Tier 2 users.

  1. For you to show a locked reward in the Rewards List for Tier 1 users, select a reward and add the ruleset Tier Requirement. Ensure to add this specific Reward to the Tier 1 Rewards List & Reward Categories

When you set the Tier Requirement set to Superking only and the Reward is added to Tier 1 Rewards List, the Reward will show as Locked. If the same Reward is added to Tier 2 Rewards List and the user enters Tier 2, the user will then see this Reward as unlocked.

To add a locked Reward to the Loyalty Banner, the same setup is needed: ensure the Tier Requirement rule is added to the Reward and add the reward to the Featured Reward Carousel

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