Tier Enrollment and Moving Between the Tiers (Tier Upgrade or Downgrade)

In this article, you will understand how a guest is enrolled into the Tiered Loyalty Program and the criteria of tier upgrade or downgrade.

Overview

Tiered Loyalty Program is available only to customers with an Enterprise license. In this program:

  • Amount spent is key. Guests are segregated into tiers based on the amount they spend over a specified time period.
  • More the guest spends, the higher the guest goes up in the tiers, and more is the reward.
  • A guest in a higher tier receives more loyalty points than another guest at a lower tier for the same amount spent.
Tier Minimum Yearly Spend Points Ratio
Platinum $3000 1
Gold $2000 0.5
Silver $1000 0.2

Tier Enrollment

A guest can be enrolled into the loyalty program either automatically or manually as follows:

Tier Enrollment: Automatic

On the day a guest makes a monetary transaction, during the close of business, the following takes place:

  • Zenoti runs a check to see if the guest is eligible to be enrolled in the loyalty program.
  • If the guest meets the eligibility criteria, the guest is enrolled into the loyalty program and is placed in a tier whose spend criteria the guest matches. To see how loyalty points are accrued for first time enrollment, see Tiered Loyalty Program: Loyalty Points Accrual and Reversal.

Tier Enrollment: Manual

To manually enroll a guest, do the following:

    1. In the APPOINTMENT Book, search for the guest you wish to enroll.
    2. In the guest's profile, click the POINTS tab.
    3. You will see two options. Enroll and Spent Amount.

    4. Click Spent Amount. The amount spent over the qualifying period is displayed.
    5. Click Enroll. The guest is enrolled and the enrolled tier is displayed. 

Moving Between Tiers: Tier Upgrade or Downgrade

In a Tiered Loyalty Program, based on the spend over a specified period, the guests are either upgraded or downgraded:

Tier Upgrade

  • On the day a guest makes a monetary transaction, during the close of business, Zenoti runs a check to see if the guest is eligible to move to a higher tier based on the spend by the guest in the Qualification Period. For more information on Qualification Period, see Configuring a Tiered Loyalty Program.
  • If the guest is eligible, the guest is upgraded to a higher tier whose spend criteria the guest matches.
  • Points are awarded based on the accrual setting of upgraded tier.
    Note: This is the default behavior. However, if you specify the Tiered Loyalty program to consider closed invoices only, points are awarded as per the ratio of points eligible at each individual tier and not just the upgraded tier. For more information, see the Consider only Closed Invoices section of Configuring a Tiered Loyalty Program.

Tier Downgrade

  • The check to downgrade takes place on the last day of every month (unless configured otherwise. For more information, see the Tier Downgrade section of Configuring a Tiered Loyalty Program).
  • Only the guests who have gone past the validity period in a tier are checked for potential downgrade. For more information on validity period, see Creating Tiers.
  • If the check identifies a guest for downgrade, the guest is downgraded based on the setting of Tier Downgrade.The guest can either be downgraded to the next lower tier or to a tier whose spend criteria the guest matches.
    Note: If a guest matches the criteria for tier downgrade in the beginning or middle of the month, the guest is not immediately downgraded. The guest continues to be in the current tier until the last day of the month until the check to downgrade actually happens (unless configured otherwise. For more information, see the Tier Downgrade section of Configuring a Tiered Loyalty Program).
    Example: If a guest matches the criteria for tier downgrade on 3rd January, the guest is not downgraded until 31st January.
  • If a guest is in the lowest tier and is subjected to tier downgrade, the guest will no longer be part of the loyalty program. However, the points accrued by the guest do not expire (unless configured otherwise. For more information, see the Consider only Closed Invoices section of Configuring a Tiered Loyalty Program) until the expiry period defined in the tier is complete. 

Tier Downgrade Example

Consider the following tier setup of an organization:

Tier Minimum Yearly Spend
Platinum $3000
Gold $2000
Silver $1000
  • If a guest, who is currently enrolled in Platinum tier spends $1500 in the Validity Period (For more information on validity period, see Creating Tiers), based on the setting for Tier Downgrade, the client is downgraded as follows:
    • Next lower tier: If this option is selected, the guest is moved to Gold tier though the guest does not meet the minimum spend criteria of $2000 of Gold tier.
    • Applicable tier: If this option is selected, the guest is moved to the Silver tier (as the guest meets the spend criteria of $1500 of this tier).

See Also

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