Step 3: Loyalty Program Configuration
Set up your customer loyalty program with point earning rates, tier thresholds, and rewards structure to drive customer retention.
Loyalty Program Overview
The Worxflow loyalty system helps you:
- Reward repeat customers
- Increase customer lifetime value
- Drive specific behaviors
- Build brand advocates
- Track customer engagement
Core Configuration
Point Conversion Rate
Define how customers earn points with these key settings:
- Point Conversion Rate: 1 point for every $1 spent (customizable)
- Minimum Spend: No minimum purchase required to earn points
- Points Expiration: Points expire after 1 year (365 days)
Common Configurations:
| Business Model | Rate | Example |
|---|---|---|
| Standard | 1:1 | $100 service = 100 points |
| Premium | 2:1 | $100 service = 200 points |
| Budget | 0.5:1 | $100 service = 50 points |
| Tiered | Variable | Based on customer tier |
Welcome & Referral Bonuses
Incentivize new customers and referrals with bonus points:
- Welcome Bonus: 100 points when a new customer joins
- Referral Bonus: 50 points for each successful customer referral
- Birthday Bonus: 100 points during the customer's birthday month
- Review Bonus: 25 points for leaving a service review
Tier Structure
Default Tier Configuration
Worxflow provides four standard tiers:
| Tier | Points Required | Benefits | Point Multiplier |
|---|---|---|---|
| Bronze | 0 | Member pricing, Email reminders | 1.0x |
| Silver | 500 | 5% discount, Priority scheduling | 1.25x |
| Gold | 1000 | 10% discount, Free inspections | 1.5x |
| Platinum | 2000 | 15% discount, VIP perks | 2.0x |
Tier Benefits Examples
Bronze (Entry Level):
- Points Required: 0 (automatic enrollment)
- Benefits: Member-only pricing, service reminders, birthday discount, points on every visit
- Point Earning: Standard 1.0x rate
- Discount: No discount
Silver (Loyal Customer):
- Points Required: 500 points
- Benefits: 5% discount on all services, priority appointment booking, free seasonal checkup
- Point Earning: Enhanced 1.25x rate
- Discount: 5% off all services
Gold (VIP):
- Points Required: 1,000 points
- Benefits: 10% discount, free loaner vehicle, complimentary car wash, extended warranty on repairs
- Point Earning: Premium 1.5x rate
- Discount: 10% off all services
Platinum (Elite):
- Points Required: 2,000 points
- Benefits: 15% discount, VIP express service, free annual detail, concierge service, exclusive events
- Point Earning: Elite 2.0x rate
- Discount: 15% off all services
Custom Tier Creation
Beyond defaults, create specialized tiers:
Fleet/Commercial Tier
Fleet Partner (5,000 points required)
- 20% fleet discount on all services
- Net 30 billing terms
- Dedicated account manager
- Priority scheduling for fleet vehicles
- Requirements: Must have at least 5 vehicles
Subscription Tier
Maintenance Club (No points required)
- Unlimited oil changes included
- Free tire rotations
- 20% discount on parts
- No appointment needed for basic services
- Monthly fee: $49.99
Point Redemption Options
Configure how customers can use their accumulated points:
Standard Redemptions
- $10 Off Service: 100 points (10% return value)
- Free Oil Change: 500 points ($49.99 value)
- 50% Off Inspection: 250 points ($44.50 value)
Special Rewards
- Free Detailing: 1,000 points (available to Gold tier and above)
- Tire Discount Certificate: 750 points (20% off tire purchase, valid for 90 days)
Database Schema
How Data is Stored
Reward Tiers Information: Each tier contains details like the tier name, points required, benefits list, point multipliers, discount percentages, and settings for visibility and ordering.
Customer Points Tracking: For each customer, the system tracks their current point balance, lifetime points earned, current tier status, points needed for next tier, and history of when they last earned or redeemed points.
UI Component
The loyalty program setup interface provides an easy way to configure your tiers. It comes with four default tiers (Bronze at 0 points, Silver at 500, Gold at 1,000, and Platinum at 2,000 points) along with a standard point rate of 1 point per dollar and a 100-point welcome bonus.
Setup Interface Features
- Visual tier builder to design your program
- Easy sliders to set point thresholds
- Checklist of benefits to assign to each tier
- Preview showing how customers will see their rewards
- Point calculator to test different scenarios
- Comparison table showing all tier benefits side-by-side
Business Strategy
Setting Point Values
Conservative Approach:
- Lower earn rate (0.5 points per dollar)
- Higher redemption values
- Focus on tier benefits
Aggressive Approach:
- Higher earn rate (2+ points per dollar)
- Frequent redemption options
- Quick tier progression
Tier Spacing Strategy
| Strategy | Bronze→Silver | Silver→Gold | Gold→Platinum |
|---|---|---|---|
| Linear | 500 | 500 | 500 |
| Progressive | 300 | 500 | 700 |
| Exponential | 250 | 500 | 1000 |
Point Expiration Policy
Options:
- No Expiration: Builds long-term loyalty
- Annual Reset: Drives yearly engagement
- Rolling Expiration: Points expire 365 days after earning
- Tier-Based: Higher tiers get longer expiration
Integration Features
Automatic Point Triggers
Points are automatically awarded for:
- Service completion
- Customer referrals
- Online reviews
- Birthday month
- First visit
- Milestone visits (10th, 25th, etc.)
Marketing Automation
Tier changes trigger:
- Congratulations email
- New benefit summary
- Exclusive offers
- Tier celebration badge
Reporting Metrics
Track program performance:
- Enrollment rate
- Points earned vs. redeemed
- Tier distribution
- Revenue per tier
- Customer lifetime value by tier
Best Practices
DO's
DO: Keep tier names simple and memorable DO: Make first tier achievable quickly DO: Offer tangible benefits at each level DO: Celebrate tier achievements DO: Allow point balance checking easily
DON'Ts
DON'T: Make tiers too difficult to achieve DON'T: Expire points too quickly DON'T: Change tier requirements frequently DON'T: Offer benefits you can't deliver DON'T: Complicate the earning structure
After Configuration
Once loyalty program is set:
-
Customer Enrollment
- Automatic for new customers
- Retroactive for existing customers
- Welcome bonus applied
-
Point Tracking
- Real-time balance updates
- Transaction history
- Tier progress visualization
-
Management Tools
- Dashboard > Loyalty Program
- Manual point adjustments
- Bulk point awards
- Program analytics
Technical Process
Tier Creation
When you submit your loyalty program configuration, the system creates all your tiers with their point thresholds, benefits, and settings. You'll receive confirmation showing how many tiers were created successfully, and then automatically proceed to Step 4 of the onboarding.
Common Configurations
Auto Repair Standard
- Point Rate: 1 point per dollar spent
- Welcome Bonus: 100 points
- Tiers: Bronze (0), Silver (500), Gold (1000), Platinum (2000)
Quick Lube Model
- Point Rate: 2 points per dollar (higher rate for lower ticket amounts)
- Welcome Bonus: 50 points
- Tiers: Regular (0), Preferred (200), VIP (500)
Dealership Model
- Point Rate: 0.5 points per dollar (lower rate for higher ticket amounts)
- Welcome Bonus: 250 points
- Tiers: Owner (0), Loyal Owner (1000), Elite Owner (5000)
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Points not accumulating | Program disabled | Enable in settings |
| Tiers not showing | No active tiers | Create at least one tier |
| Wrong tier assignment | Point calculation error | Recalculate customer points |
| Benefits not applying | Tier misconfiguration | Verify tier benefits |