Loyalty Tier Enhancement

[ZaraJo]

Currently it appears that the tier system only has a single "point bucket". To have a true tier system we need to have an additional point bucket. Please create a "base points bucket" and a "tier points bucket". 

The base point bucket - works like the current point bucket, you can earn points and redeem points from this bucket, point multipliers contribute to this bucket

The tier point bucket - this is a one-to-one correlation of your actual spend and tracks your tier movement and you cannot redeem the points in this bucket. 

Ex: store has 4 tiers, base | x = 500 | y = 1500 | z = 5000 

customer 'A' joins the loyalty program and has the following visits

- visit 1: spends $150 | base points = 150 | Tier points = 150

- visit 2: spends $50 on a category with a 3x point multiplier | Base points = 300 | Tier points = 200

- visit 3: spends $100, decides to redeem a reward of 200 points for $5 off their purchase. Base points = 200 | Tier points = 300

- visit 4: spend $200 | Base points = 400 | Tier points = 500 customer is moved to the Tier 'x"

since there is only one point bucket, currently the behavior I'm seeing is that when a customer redeems points for a reward it deducts the points from the customers loyalty account and that resets the customers' ability to move up in tier based on total spend because they redeemed rewards available at the base level. It appears the customer would need to not redeem any rewards at lower tier levels and save their points to move up to the highest tiers. This defeats the purpose of being able to reward your most loyal customers. 

[TheRealChipA]

Hi there @ZaraJo.. The way you want it to work is the way it does work.  You are greatly misunderstanding how tiers work in loyalty, and tier buckets (as you call them) would only make it overly complicated.  Here's what's going.

First, when you edit your tiers, there is this message at the top of that screen.

"When customers enroll in your loyalty program, they’ll start in the base tier and move up through your tiers as they earn more points. Once they reach a tier, they’ll enjoy that status for the next 12 months."  

This means that once a customer hits our first tier, they will stay there for 12 months no matter how many redemptions they make.  After 12 months, Square reevaluates a customers lifetime history of earning points and changes their tier based on that, then leaves the customer at that tier for another 12 months.  Etc.

Tier status is never affected by point redemptions -- only by lifetime point accumulation history every 12 months.  Separate buckets are not really needed, but you could say that this is what Square is already doing behind the scenes. The end result is the same.

[ZaraJo]

@TheRealChipA I was hoping you were correct however, when I performed a deep dive into my customer account and looked at all my transactions at my store I should be in my second tier based on total spend, however I'm still in my base tier. for example my loyalty program has the following tiers: 

Tiers: 

Base: 0 - 499 Points

Tier 1: 500 - 999 Points

Tier 2: 1000 - 4999 Points

Tier 3: 5000+

Rewards levels: 

200 Points

500 Points

1000 Points

5000 Points

when I got a bit over 200 points, I redeemed a reward. Let's say that set my points down to 30 points. I'm now at 319 points and when I add up all my transactions to see my total spend - that puts me over the 500 and would put me into Tier 1. however, it seems there is only one points 'bucket' and if you redeem a reward your points go down, and you have to earn back up to be able to get into the next tier. So effectively you have to not redeem available rewards to move into higher tiers. I need a "base points" that you can earn & redeem, use multipliers etc. and a "tier points" that only tracks your tier status based on your spend. Both buckets should be viewable by the customers. The "tier points" allows you to see when a customer is close to spending into the next tier and incentivize them to spend up, as well as automatically look at a customer's tier level and know this customer has spent minimum this much with me this year. Right now the Tiers feel like they've been tacked on and we can't really use them to build out an effective loyalty program. 

The current setup feels like it is suited more towards quick service restaurants and high frequency guest. 

I'd love to see how others have their loyalty program with tiers setup.