thread Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝 in Archived Discussions (Read Only)

Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Tom — Mon, 15 Jul 2024 19:53:58 GMT

Hello Seller Community — hope your February is off to a good start!

On Thursday, February 17th, @seiderman (Product Manager) and @cspillane (Product Marketing Manager) hosted a deep dive into the world of loyalty. Together, they answered questions from “How can I drive more success from my loyalty program?” to “What features are on the horizon?” — we want to help you grow your business with Square Loyalty. We'll share a summary of best practices and address the main themes that came up on this day, and mark it as a Best Answer as soon as possible.

A few example questions:

How can I configure my Square Loyalty program to increase engagement?
What's the best way to increase awareness about my loyalty program?
If I could do "_______" with Square Loyalty, it would make a big difference for my business.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

mannyh — Wed, 09 Feb 2022 15:23:10 GMT

Do you know of any way a field service company (think like appliance repairs) could utilize Square Loyalty? We visit customers once a year after installation of equipment. How would you establish a loyalty program for a service that customers sometimes try their best to avoid since ideally they don't want to deal with broken equipment.

It would be best for us if square had some ability to create membership tiers instead, almost like a contract but more marketable as a service plan.

Just throwing this question up/brainstorming.

**EDIT** I think Square's PLAN functionality might work best for us. Curious to hear what others do.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

LukeNieuw — Wed, 09 Feb 2022 20:11:09 GMT

I Flipping LOVE the Loyalty program. It's been huge for me the last 2 years. After year 2 we've seen Loyalty customers spend on avg 208% MORE than non-loyalty and Visit 10.9 times vs 1.7 times for non-loyalty. It's been a major part of our strategy the last 2 years.

One pain point for me is when there is an error or a refund, I have to manually adjust the points. On bigger ticket items this could be 100,000+ points. We give out 100 points for every $1 spent. I like the customer to have a larger # of points because it's more exciting.

Currently when manually adjusting the points I am limited to "Amount must be between 1 and 1000."

It is extremely tedious to do 1,000 at a time. Each time is 6 clicks (yes, I counted). Especially when it's on a bigger ticket items that could be 100,000+ points or 600+ clicks!!

Can we increase the limit or add a "custom amount"? & Can we have the points automatically removed when an order has been cancelled & refunded?

Thanks!

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

JUYBoutique20 — Wed, 09 Feb 2022 21:12:36 GMT

I'm very interested in the loyalty program...it's on my list to start this year so I'm here for all the info.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Stacelyn24 — Wed, 09 Feb 2022 21:18:03 GMT

I think Square Loyalty would be awesome to offer my clients here in the nail salon. I would like to know how and if I can utilize options where they are awarded for referrals, birthday, and purchasing retail. Is the price per location or under one user profile?

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Anthem — Wed, 09 Feb 2022 21:58:48 GMT

Referrals would be cool, not a feature yet but many of us have been asking for something for a while.

Birthday - Square Marketing has automated Birthday campaigns. We've been using it for a few years with over 3,000 customers getting a $10 birthday reward each year. Our emails requesting a customer's birth date have a 46% open rate with nearly 20% providing their date of birth. The birthday reward emails have a 54% open rate and very high attributable sales.

As for Loyalty, the automated tool is a 'loyalty anniversary' campaign. It runs via text message instead of email and other campaigns (automated, single-use, text, email,...) are available. These pay dividends!!

Retail - rewarding loyal customers for their retail purchase behavior is what Loyalty is all about. We've successfully used Loyalty as a way to increase our customers' average spend. As a coffee shop, we've had an average spend of just over $4 when we started. Loyalty, as one of our tools, has helped increase that avg. ticket to nearly $7 while increasing repeat visits and creating more loyal customers.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Anthem — Wed, 09 Feb 2022 22:01:36 GMT

Jump on board, you'll be glad you did. Think about what you want to accomplish with the program. It's more than a simple reward tool, can you craft the program to increase the average ticket, incentivize more frequent visits, leverage the increased use of your most profitable services...

Spend some time thinking about what you really want to accomplish so you set the program up to work in your favor the first time and connect the campaigns best able to help you accomplish your goals.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

EcoAutoClean — Thu, 10 Feb 2022 01:18:39 GMT

Are loyalty points still not added to a clients purchase when paying by invoice? This was previously something I had experienced, not sure if it changed. TIA!

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

luxieclub — Thu, 10 Feb 2022 05:38:31 GMT

We would like to be able to sell gift cards that can then be used to purchase products from us and would keep track of any balance for further use. Does this concept fit any of your programs?

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Anthem — Thu, 10 Feb 2022 12:51:37 GMT

Oops…

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Anthem — Thu, 10 Feb 2022 12:51:05 GMT

This could be helpful, covers info on both options Square offers. Physical gift cards and e-gift cards. We use physical gift cards regularly, great tool and added marketing benefit with custom printing options. We have many businesses around town that offer custom branded gift cards from us as rewards for referrals, anniversaries, and birthdays to their customers.

https://squareup.com/help/us/en/topic/269

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Sunflowerrec — Fri, 11 Feb 2022 02:56:39 GMT

We currently have a rewards program that we want to stay with but move to Square Loyalty. It currently is Buy 10 Pizza's get 1 free. Buy 10 sing order of wings get 1 free. My question is can I set it up to earn stars for each category so that if they buy wings it won't let them redeem them for a pizza? My other question is in our POS we have our wings set up so a single order is $ and a double order is $$. With our program now you get one punch for single and 2 punches for double order. Is it possible to set it up the same? Thank you for your help

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

artizansty — Fri, 11 Feb 2022 06:35:33 GMT

Hi @Sunflowerrec! I’ll reply to the different questions you asked separately:

About buy 10X get 1X free: this actually isn’ta Loyalty problem, it’s a discounting problem! Yes it’s possible with automatic discounts to have the mechanic “buy 10 of X”, however the “get X free” wouldn’t be given in the form of an item, but instead in the form of a discount amount. Are you pizzas all the same price? If so, simply set the discount to be for your pizza items/categories, set an exact amount of items (this would be 10), abs then set your discount amount to be 0.09 and it’ll remove the cost of the 10th pizza. Here is a link to more detailed instructions: https://squareup.com/help/us/en/article/3955-create-and-manage-discounts

Re your current program, are you saying that with a double order of wings they get double rewards? If so, and if you’ve got separate items for a single order of wings and another for a double order, then you can specifically set up that the single serve earns a regular allocation of stars, and a double would earn an increased amount. Here is a link to more detailed instructions: https://squareup.com/help/us/en/article/3952-create-a-loyalty-program-with-square

Hope that helps!

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

PartyManiaMD — Fri, 11 Feb 2022 14:12:32 GMT

I've seen great traction with rolling out the loyalty program but there are a few issues I've noticed.

Why isn't the loyalty program tied to the receipts? Sometimes they hit the wrong button and choose not to sign up. It should be easier to go back and add their phone number to the receipt. Manually adjusting points is pretty tedious. It also raises issues on returns and having to manually adjust points again. Creates a lot of opportunities for human error.

I created a thread about it but why require phone numbers for the loyalty program when using credit cards? I find people want to sign up but dont want text message marketing. Text message marketing should be separated from the loyalty program. Obviously you need a phone number for cash transactions but it would be nice to split the text messaging portion off or have a toggle that allows people to earn without their phone number. It would actually increase the power of text offers to those that actually opt in and also increase the use of the loyalty program.

Lastly, how does the loyalty program interact with returns? I haven't been able to figure it out. If they buy $100 and get $5 off their next purchase but then return that $100 does that automatically put their points negative?

Being in retail we get quite a bit of returns unfortunately.

All in all most customers have been receptive to the program but I'd estimate 25% of them dont want to put their phone number.

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

HC_Charlie — Fri, 11 Feb 2022 15:57:32 GMT

Thanks Tom! I've been using Loyalty for a while now and I really like it! It's super easy to set it and let it take care of itself. A few things I love is that Square remembers a person's credit card so if they use the same card at checkout their points are awarded, even if they don't physically "check in". I also love that customers can claim a reward on the customer facing screen on the Square Register....however, one issue I've noticed is that when they have multiple offers and we start scrolling through the offers, the screen will turn off and go back to the checkout screen before the customer has time to review/read the rewards. If there would be a way to extend the time before going back, or have a manual 'done' button that would be great.

We'd also love some kind of Referral program tied to Loyalty. I have so many customers who tell me they love to tell other people about our store. So if they could be rewarded for referrals and being an ambassador of sorts for us, that would be a dream option for us. I've seen other systems use something that can create a unique code or URL that customers can email to friends, and that is tied to their referral account where they can earn benefits.

Thanks for asking and hosting this Q&A!

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

seaside — Sun, 13 Feb 2022 22:21:30 GMT

The square loyalty program has been both helpful and at times a challenge for our business,

It may not be the best fit for our gift shop at times. An example of what can happen. A couple comes in and purchases something together and create and account and use one of the spouses cards. The card gets linked to the account and the spouse or partner that did not put their phone number to associate with the loyalty is surprised when they shop for a gift and their partner is notified of a purchase. Is there any way to unlink all cards to loyalty. Another issue is when someone from out of the area wants to give their points to a friend they are shopping with and use their phone number, now their account is attached to a card that is not their own.

Heather

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

Anthem — Mon, 14 Feb 2022 01:55:04 GMT

@seaside, You've dropped some thoughts that will be helpful as others consider using Loyalty.

Unlinking a credit card - Yes, this can be done, here is how I do it.

visit CUSTOMERS
click DIRECTORY
search the customer name you are looking to edit
click on the customers' name to reveal their Personal Information panel
Scroll down to Loyalty Summary
click the three dots "..." (upper right corner)
Select Manage Cards
In the 'Manage Loyalty Cards' pop-up
1. Check the box next to each card you want to unlink
2. Click Unlink
Click Save

Phone numbers: I don't believe multiple phone numbers can be saved to a loyalty account (I may be wrong?). So, if the 'friends' phone number were to have gotten saved over the actual loyalty account holder's phone number you'd follow a similar process as above but select 'Update Phone Number' instead of manage cards.

The complications you've encountered tell's me you've been putting these tools to work and your customers are engaging. Well done and keep up the good work!

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

MasalaDesiCafe — Mon, 14 Feb 2022 03:32:52 GMT

How do we (merchant) redeem the points for food ?

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

seaside — Mon, 14 Feb 2022 17:06:36 GMT

Thank you for your response. I did learn how to unlink cards recently. We have been using the program for several years and have a large number of customers on the plan. I was hoping there was a way to bulk unlink all cards as it would be tedious to say the least to try to manually do it for each customer and or if there was a way to disable card linking.

Heather

Re: Square Loyalty Q&A: Ask our product team anything about Square Loyalty 🤝

bradrsi — Mon, 14 Feb 2022 17:52:42 GMT

If you scan the receipt for returns and exchanges, it adjusts the points accordingly. It will take away points as well as add them.