Loyalty

Summary

Loyalty Schemes are a way of rewarding customers with points that when accumulated, unlock additional benefits. This module in Teepee is used to manage the loyalty scheme for a site.

Creating and Editing your Loyalty Programme

Click the Edit button at the top right of the section you wish to edit. Make the required changes following the instructions on screen.

You can pause or delete a loyalty scheme using the corresponding buttons on the landing page.

The section below explains in more detail the different types of loyalty schemes and rewards.

Upload Loyalty Points

When a loyalty programme is enabled, in order to upload miscellaneous loyalty points, simply click the Loyalty Points Upload button at the top right of the landing page and follow the steps.

From here you will find a CSV template which you can edit locally.

Once your file is updated, upload your file following the on screen instructions. Please ensure the data you upload is of the specified format.

Loyalty Explained

What are Loyalty Schemes?

Loyalty Schemes are a way of rewarding customers with points that when accumulated, unlock additional benefits. There are 2 types of Loyalty Schemes:

• Multi-Tiered -Customers are rewarded with more account benefits as their point’s total increases
• Redeemable Points -Customers can convert their points for set amounts of Account Credit

Loyalty Schemes are designed to increase the LTV of customers and encourage a higher Average Order Value as the user is being rewarded for spending money on the site. Users will also be rewarded points for completing various actions around the site such as leaving reviews for products they have purchased. The various rewards and discounts that they can take advantage of, giving the customer another reason to come back and keep shopping on our sites.

Multi-Tiered Scheme Type

Multi-Tiered Loyalty is designed to increase the rewards that users can claim the more points they earn.

Tiers

Each tier requires a Points Threshold which will define how many points the user must earn before they are considered part of that tier. Once a user passes the threshold, they will have access to the benefits that are assigned to that tier. They also have access to the benefits assigned to the previous tiers. For example, a customer that moves from Tier 1 to Tier 2 will be able to take advantage of Tier 1 and 2 rewards.

There is a limit to the number of tiers that can be created which is 4. Every tier will have a separate customer list attached to it except for Tier 0.

Users are automatically assigned to Tier 1 when they sign up to the Loyalty system, even with 0 points.

Rewards

You can set up any reward that can be associated to a Customer List. These include:

• % or £ off
• Delivery Discount
• Get Free Gift
• Min Spend Customer Lists —Delivery Discounts
• Min Spend Customer Lists —Get Free Gift
• For more information on Special Offers, please visit Special Offers -Types

Conversion Rate

There is one Conversion Rate associated with Multi-Tiered Loyalty Schemes: £ to Points. When defining your Loyalty Scheme, it is required to submit this Conversion Rate.

Points Expiry

Each Loyalty scheme must specify the length of time Points are active on a user’s account. If points expire in a user’s account and bring the total to below the Tier threshold they are currently in, they will drop to the appropriate Tier.

Redeemable Points Scheme Type

Redeemable Points Loyalty is designed to give a monetary value to points, allowing customers to convert points to Account Credit.

Scheme Type

All users will be assigned to a single Scheme. This means that when rewards are set up to a Scheme, all users will be able to take advantage of the rewards. Currently, we cannot set up a Redeemable Points Scheme with multiple tiers.

Rewards

You can set up any reward that can be associated to a Customer List. These include:

• % or £ off
• Delivery Discount
• Get Free Gift
• Min Spend Customer Lists —Delivery Discounts
• Min Spend Customer Lists —Get Free Giftc

Conversion Rate

There are 2 types of conversion rates associated with Redeemable points

• £ to points conversion
• Points to Account Credit conversiond

Points To Account Credit Explained

The number of points it costs customers to spend and how much account credit they will receive is defined per site. A site can have more than 1 Redeemable Amount. Rather than setting a single conversion rate for this section, the individual definition per amount allows brands to set up their redeemable amounts in a way that encourages users to save points.

Note: The account credit will be converted in the Default Currency that is set to the site.

Example:

• 500 points are equivalent to £5 account credit
• 950 points are equivalent to £10 account credit
• 1400 points are equivalent to £15 account credit

Conversion Rates

There are 2 types of conversion rates associated with setting up and maintaining a Loyalty scheme:

• £ to points when a user purchases an item (Multi-Tiered+ Redeemable)
• Points to Account Credit (Redeemable)

£ to Points (Available on all Scheme Types)

When a user purchases an item, they will be rewarded points calculated by the total cost of their order. It is up to brands to decide how many points the users will earn for every £1 (or equivalent in other currencies).

Example -For every £1 the user spends, the user receives 5 points

Points to Account Credit (Only available for Redeemable points)

When a redeemable points scheme is set up, you will define the dedicated amounts that a customer can claim (eg. 500 points = £5) in Teepee. When a user claims their points for Account Credit, the user will be rewarded the selected amount in the default currency.

Optional —Setting conversion for multiple currencies

There are 2 options for setting conversion for multiple currencies. For both options, brands will have the option to select which currencies they allow users to exchange to Account Credit.

Points / Credit Expiry

Each Loyalty scheme must specify the length of time Points are active on a user’s account. Setting an expiry can encourage customers to spend their points rather than collecting them.

When defining a Loyalty Scheme, you can set the amount of time that Account Credit that is claimed by Loyalty Points expires.

Earning Points

Purchasing Products

The most common way for users to earn points is through purchasing products. A conversion rate will be set per site to define how many points users will earn per £1 they spend. By default, points are awarded to customers as soon as an order has been dispatched. Brands can also set a Holding Window which when set, will reward the customer the points x days after dispatch. This can be set to the number of days customers have to return a product.

Leaving Reviews

Once a user has purchased a product, a user can leave a review to earn points. The number of points that are awarded for each review is set per site. The review must be a Verified Review to receive points. Users are limited to 1 review per product.

Completing a Profile (Optional)

Users can earn reviews by filling out personal information on their Profile page. The criteria for a Complete Profile are set per site. The number of points awarded to users for completing their profile is set per site.

Account Creation

Users can be awarded points for creating an account that currently automatically enrolls customers to the site’s Loyalty Scheme.

UI - Multi-Tiered

PDP Messaging and Leaving a Review Confirmation

• ’Earn X Points’ on every product. Points are calculated by the conversion rate set by brands and using the price of the product. This message also features on the Side Bag and the Added To Basket Modal
• When a user leaves a review, there will be a separate alert message
• The icon is not customizable

PDP Progress Bar

• Configurable Text Header
• Total points the user has. This won’t react to products in basket, only confirmed points that the user has.
• The progress bar will be ‘Primary Colour’
• CTA takes user to the Account Page

Loyalty Rewards Dashboard

• This is a non-configurable component
• The icons are global icons that will automatically populate depending on how many tiers each brand has
• Total points counter
• Progress bar to the next tier
• Icons are clickable and doing so will open up a modal explaining what rewards are associated with the appropriate tier
• Breakdown of points including the number of cleared points, number of points that are pending and points needed to the next tier. Points are released on the dispatch of order plus any Holding Time set by brands

Rewards Benefits- Loyalty Reward Tiers Widget

• Configurable header and subtitle
• Icons are global Loyalty icon -non-configurable
• Configurable Tier Name and Reward Descriptions
• ’Subtitle Line’ will display the range of points required for the tier

Account Section - Points Total

• Non-configurable Title
• Displays the customer’s current tier and total points
• CTA takes user to the Rewards Landing Page

UI - Redeemable Points

Redeemable Amounts / My Rewards

• The card information will be configurable
• The card displays: Credit Amount, Points Cost
• The card will only show CTA when the user has reached the amount of points
• The expiry time of the credit will be displayed underneath the CTA

Loyalty Dashboard

• This is a non-configurable component
• Total points counter
• Breakdown of points including the number of cleared points, number of points that are pending and points needed to the next tier. Points are released on the dispatch of order plus any Holding Time set by brands
• Anchor link to points history and benefits

Points History

• History Modal for mobile-friendly experience
• Details when users earned and redeemed points
• Each entry shows activity, date and amount of points

Landing page layout example

Opt In methods

Currently our platform can support 3 different types of opt-in methods. While setting up the loyalty scheme live you would be asked to choose the type of opt in you would like to have for your loyalty scheme:

1. Auto opt in (customers of the site will be automatically included in the Loyalty programme and can acquire points instantly once their account is created)
2. Soft opt in (customers of the site will be automatically included in the Loyalty programme but will not be able to see or use the points until they have chosen to be part of the loyalty programme; points will be accumulated in the background until the customer ops-in)
3. Hard opt in (customers of the site will not be automatically included in the Loyalty programme; points will not be accumulated in the background, customers will only start to accumulate points once they opt-in)

Special Offers and Loyalty Points

Special offers can be set up so that the customer benefits from additional loyalty points.