Set Up Rewards

Define the Rewards

Rewards include benefits, vouchers, and promotional offers that members get. They keep members engaged with the program and motivate them to purchase more products. Mary works with Jose to set them up. 

Work with Benefits

Benefits depend on tiers. As members move to higher tiers, they are eligible for more benefits. These benefits are grouped by benefit type and category. An Extended Return Period for purchases, for example, is a benefit type that falls under the category Orders. The duration of the return period would vary for each tier, so a benefit type can have more than one benefit. A Gold tier member gets a 30-day return period while a Platinum tier member gets a 60-day return period. We’ll create benefit types and benefits, and then assign the benefits to each tier.

Benefit Type
Category
Description

Extended Return Period

Orders

Extended return period for purchases made by members

Note

Note
In this project, the categories have already been defined. Typically, you have to create categories before you create a benefit type. 

Jose creates the benefit types one at a time in Loyalty Management.

  1. In the LevelUp program record, click the Loyalty Experiences tab.
  2. In the Benefit Types related list, click New.
  3. Specify the following details.
    • Benefit Type Name: Extended Return Period
    • Process Type: Loyalty
    • Category Type: Orders
    • Description: Extended return period for purchases made by members
  4. Click Save & New.
  5. Repeat steps 3 to 4 to create the remaining benefit types with the following details.
Benefit Type Category Description

Early Access to Online Seasonal Sales

Member Exclusives

Preview and early access to offers during the seasonal sale

Exclusive Discounts

Member Exclusives

Access to exclusive discounts on merchandise

Shipping

Orders

Free shipping of orders


The New Benefit Type window showing details of benefit type Extended Return Period.

Mary and Jose can now view all the benefit types associated with the LevelUp program on the Benefit Types card.

The Benefit Types card on the LevelUp program showing details of all the benefit types.

Let’s proceed to adding benefits to these benefit types.

Add Benefits to Benefit Types

Based on Mary’s inputs, Jose begins adding benefits to the benefit types he created. Additionally, he prioritizes some benefits by ranking them. This is done when there are two or more benefits within a benefit type. If there’s a conflict, the benefit with the higher ranking or Priority Sequence number is assigned to the member.

Here’s how Jose adds benefits to benefit types in Loyalty Management.

  1. In the LevelUp program record, click the Loyalty Experiences tab.
  2. In the Benefit Types related list, click Early Access to Online Seasonal Sales.
  3. In the Related tab, under Benefits, click New.
  4. Specify the following details.
    • Benefit Name: One-Day Early Access to Online Seasonal Sales
    • Select Active.
  5. Click Save & New.
  6. Repeat steps 3-5 to add the remaining benefits.
Benefit Name
Benefit Type
Priority Sequence

10% off on certain shoes


Exclusive Discounts

1

20% off on certain shoes

Exclusive Discounts

2

30 Day Extended Return Period on All Orders

Extended Return Period

1

60 Day Extended Return Period on All Orders

Extended Return Period

2

Free Shipping

Shipping

-


The New Benefit window where you can enter details of the benefit.

Assign Benefits to a Tier

We’ve created benefit types and the benefits for each benefit type. We must now figure out what benefits each tier gets. Typically, the higher tiers are entitled to the most benefits. Mary puts some thought into this and decides that all members of the Silver tier will enjoy an extended 30-day return period. The Gold and Platinum tiers will get the benefits of the lower tier and a few exclusive benefits.

Jose assigns the benefits, beginning with the Silver tier. 

  1. In the LevelUp program record, click the Setup tab.
  2. In the Loyalty Tier Groups related list, click LevelUp Tier Group.
  3. In the Loyalty Tiers related list, click Silver Tier.
  4. Click the Related tab.
  5. In the Loyalty Tier Benefits related list, click Add Benefits.
  6. Select the 30 Day Extended Return Period on All Orders benefit.
  7. Click Done.
  8. Repeat steps 3 to 7 to add the following benefits to the remaining tiers.
Tier Name Benefits

Gold

  • 30 Day Extended Return Period on All Orders
  • 10% off on certain shoes
  • Free Shipping

Platinum

  • 60 Day Extended Return Period on All Orders
  • 20% off on certain shoes
  • Free Shipping
  • One-Day Early Access to Online Seasonal Sales

The Add Benefits window where you can select the benefits for a tier.

The benefits are all set up. We have a few more rewards to add.

Define Vouchers

Mary wants to make her members feel extra special. In addition to giving them points for purchases and benefits, she wants to give them a voucher when they enroll into the program: a 15% discount voucher that’s valid for 1 month from the day they enroll. 

Jose gets to work, creating the voucher Mary defined.

  1. In the LevelUp program record, click the Loyalty Experiences tab.
  2. In the Voucher Definitions related list, click New.
  3. Specify the following details.
    • Name: 15% discount on purchases
    • Type: Discount Percentage
    • Select Active.
    • Expiration Type: Period
    • Discount Percentage: 15
    • Effective Date: Current Date
    • Expiration Period: 1
    • Expiration Period Unit: Months
    • Loyalty Program: LevelUp (This is populated)
  4. Click Save.

The New Voucher Definition window where you can define the details of a voucher.
Now that the voucher has been defined, it can be automatically assigned to members on enrollment. The automatic assignment to members can be done using a flow, which we will create in Step 4.

Create a Promotion

If you recall, promoting LevelX shoes to En Mode customers was one of the requirements. To boost sales, Mary offers members 100 bonus non-qualifying points on the purchase of LevelX shoes. Members can use these points to purchase other En Mode products and services. Here’s how Jose creates a promotion for this requirement. 

  1. In the LevelUp program record, click the Loyalty Experiences tab.
  2. In the Promotions related list, click New.
  3. Provide the following details.
    • Name: Bonus points for purchase of LevelX shoes
    • Select Active.
    • Start Date: Current Date
    • Loyalty Promotion Type: Standard
    • Fulfillment Action: Credit Points
    • Loyalty Program Currency: Member Points
    • Reward Points: 100
  4. Click Save.

The New Promotion window where you can enter details of a promotion.

Next, Jose adds the product LevelX shoes to the promotion he created.

  1. In the Bonus points for the purchase of LevelX shoes record, click the Related tab.
  2. In the Loyalty Partner Products related list, click Add Products.
  3. Select LevelX Shoes.
  4. Click Done.

The Add Products window where you select the products to be added to a promotion.

Note

Note

Promotions work best when they are tailored to a particular customer segment. In Loyalty Management, you can use Salesforce CDP to identify the members for a promotion. In the absence of Salesforce CDP, you can manage promotions with campaign members using Marketing Cloud to identify the right segments and send promotional campaigns. The segments and members are created using Salesforce Reports.

With this, Mary and Jose have set up all the rewards the program has to offer. They created and assigned the benefits that members of each tier can avail. They created a voucher that members can enjoy on enrollment. And they created a promotion to drive sales of LevelX shoes. In the next step, we’ll set up a flow for points.

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