Feedback on Customisation Options for Square Loyalty Program

[Mike-BARRIQUE]

Posting here because of the woefully inadequate support response, which was "Here's how to set up a loyalty member email".

Square Loyalty Issues.
I want to address some issues with Square Loyalty that are making an otherwise promising scheme fail.
Firstly, the promise of "Easily Customise" is inaccurate. Whilst it's easy enough to edit the things which are customisable, there is precious little that can be customised.

• From the basics like the colours of the signup form to the language used, so much is hard-wired that it breaks the deal for us. We call the scheme "Wine Wallet", but we can't use that language anywhere because "Loyalty Program" is hard-coded.
• I can't customise any of the information used on the signup pages. This is critical for legal collection of information in a business like ours that sells alcohol and must not sell it or provide a scheme that connects to it to anyone under the legal drinking age. For example, I need to list as a bare minimum the liquor licensing information in a footer or be able to link to it on the website.
• The colours and fonts on the loyalty forms and pages are not customisable. The experience steps way outside our companies brand guidelines to the point where management would rather we did not have a loyalty scheme, because it is viewed as a breaking of trustability when things do not look as though they belong. The ability to change font and colour and choose how the logo is displayed is a bare minimum requirement.
• The image used for the Apple Wallet card is pulled from the Device Terminal Screen background - WTF?? Those two pieces of design collateral should be seperate and separately customisable! The customer-facing screen is used to communicate to customers, and has nothing to do with the branding of a digital wallet card.
• SignUp for the loyalty scheme is disjointed. There's no unified URL where I can send customers to sign up in one hit. There's a hack around using EMBED tags, but again the experience is not in anyway customisable for language, legals, or branding.
• There's no easily embedded form for use on the Square Online Website. I can embed using some hack-arounds, but the process is less than optimal and looks unprofessional.
• When enabled at a terminal, the loyalty screens make an absolute mess of the customer-facing screen when we have background images (which we use to communicate to customers.) At the very least, those screens should drop the background image like the rest of the transaction does.
• There's no customisation of post-signup communications. From simple automated customer journeys (EG, email a welcome letter to new members), to the language in SMS messaging. It all breaks trust because it disconnects from the business.
  
  There are more issues around process, but these are the deal-breakers for us. Please understand that, in addition to this business, the directors are partners for 25+ years in a design, communication, UX, and eCommerce agency. Our CEO has been a senior lecturer at a leading Melbourne University in UX design. We are more than willing to participate in any beta testing and improvement program. Our feedback is hopefully constructive and helpful. We want this to work for this business, I suspect others would benefit.
  
  

[Laurie_]

Hi @Mike-BARRIQUE,

Thank you for taking the time to provide your feedback on the Square Loyalty program. I understand your concerns about the current limitations, and appreciate your insights into the areas where improvements are needed.

I want to assure you that your feedback has been escalated to our Product Team and Square Loyalty Team. I've also arranged for a member of our team to reach out to you within the next 1-2 business days to discuss your current setup, and whether any recommendations can be made in the interim. 

Additionally, if you haven't already, I'd encourage you to join the Beta Seller Community. This will allow you to stay informed about future beta programs for Square Loyalty and provide direct feedback as we continue to develop and refine our products.

To get started, you can sign up here.

Thank you again for your constructive feedback and for helping us improve our services.