Programme Design
Choosing a loyalty programme goal
Set a loyalty programme goal around one defined customer action, a suitable measurement period and checks on cost and member experience.
Desk
Loyalty Programme Desk
Reviews how Australian brands structure loyalty programmes and qualification rules.
Programme Design
Deciding when a loyalty programme is not the right solution
Use practical go, revise and stop checks to decide whether a loyalty programme fits the customer problem, the benefit and your delivery capacity.
Programme Design
Designing a customer loyalty programme
Plan a customer loyalty programme around a clear goal, a usable member benefit, workable rules and a way to assess its effect.
Programme Design
Explaining programme value at signup
Write a loyalty signup promise that explains immediate value, future benefits and material limits before a customer joins.
Programme Design
Explaining renewal and cancellation clearly
Explain paid-membership charges, automatic renewal, cancellation steps and the effect on benefits.
Tiers and Rules
Explaining tier progress without complex calculations
Show current tier, confirmed and pending activity, the amount remaining and the deadline in a clear member progress view.
Programme Design
Explaining who handles a partner reward problem
Give members a clear contact route for missing partner points, failed vouchers and problems with a supplied reward.
Tiers and Rules
Handling downgrades without surprising members
Give advance notice of a tier review, account for existing entitlements and explain downgrade outcomes using confirmed activity and clear dates.
Programme Design
Keeping enrolment forms proportionate to the benefit
Decide which loyalty enrolment fields are needed now, explain each request and keep joining distinct from later data uses.
Programme Design
Loyalty programme economics
Assess a loyalty programme using additional contribution, reward costs, points commitments and realistic redemption scenarios.
Programme Design
Loyalty programme onboarding
Plan loyalty programme onboarding from the signup promise to a member’s first eligible action, with clear account and reward status.
Tiers and Rules
Loyalty tiers and qualification rules
Define tier measures, qualification periods, upgrades, retention and downgrades so members can understand the benefits promised.
Programme Design
Maintaining a version history of programme terms
Keep loyalty terms, effective dates, member notices and system rules traceable when a programme changes.
Programme Design
Measuring whether new members understand how to participate
Check whether new loyalty members understand eligibility, progress and first reward use through tasks, events and support evidence.
Programme Design
Paid loyalty memberships
Plan a paid loyalty membership around usable benefits, sustainable delivery costs and clear payment terms.
Programme Design
Partner and coalition loyalty
Plan partner and coalition loyalty around a clear member promise, accountable hand-offs, reliable points records and a defined programme purpose.
Tiers and Rules
Points, tiers and paid memberships compared
Compare points, tiers and paid loyalty memberships by member value, fit with buying behaviour and the work needed to deliver each promise.
Tiers and Rules
Setting tier thresholds from customer behaviour
Use eligible customer activity, qualification timing and benefit capacity to choose a loyalty tier threshold.
Programme Design
Testing a new reward before a full programme change
Plan a limited loyalty reward trial, protect current benefits, measure claims and decide what the evidence can support.
Tiers and Rules
Training staff to explain programme rules
Train loyalty staff with a dated rule card, realistic member questions, account states and a clear escalation route.