Industries
Customer Loyalty
Loyalty rules should be easy for customers to understand and for staff to apply consistently.
Customer Loyalty
Follow the record to the next decision
We discuss customer records, earning and redemption across channels, including reversals when a purchase is returned.
Workflows to examine
- Customer profiles
- Loyalty rule configuration
- Channel integration
- Campaign measurement
- Permission and privacy controls
In practice
Customer Loyalty: a practical example
A customer earns points on a purchase and returns part of the order later. Check the effect on the balance, the receipt and any reward already used. The customer and support team should see a consistent explanation of how the programme rules apply.
An illustrative scenario to discuss when planning your project.