Create Target Loyalty Program

TABLE OF CONTENTS

• 1. Set Offset Days
• 2. Add Target Group
• 3. Set Target for your preferred audience group
• 4. Configure Communications
• Tracking target completed and target achieved
  • Configure incentive on target period completion
  • Configure incentives on target achievement
• Configure cart promotions as an incentive on target completion
• Sample Scenario

You can configure target loyalty for a generic loyalty program or cart-based promotion (Engage+) by following these four steps.

1. Set Offset Days

Set the delay between sales data and the data that appears in Capillary’s system. This helps in recording data properly, even if customers return products. 

For example, if a customer transacts on July 20, 2021, and Offset days is set as 5 days, the transaction data will appear on Capillary’s system on July 25, 2021.

To set offset days, do the following:

1. Navigate to Organization settings and search Sales Targets.
   
2. In Offset days, choose days for the delay in sync between sales data and Capillary’s system.
   

2. Add Target Group

Target group is a collection of targets that you can evaluate together for a common evaluation period. 

You can view and edit target groups displayed in the List of target groups. 

Active shows target groups that are currently functioning, Archives show all the deactivated target groups.

To add a new target group, do the following.

1. In Target groups, click New target group.
2. Name the target group.

   Target group name is unique, you cannot use the same target group name twice.

3. In Select the store till to be used for points attribution, select the till code.

   Till is a mandatory parameter for point allocation in Loyalty. All points allocated on target achievement are tagged to the till you select. If this is not applicable for the org, create at least one till.

4. In Target Evaluation Type, select your preferred frequency and duration for the target.
   1. Fixed calendar window: Tracks customers’ activities for a fixed time period irrespective of the customer’s joining date. For example, if the evaluation period is set from July 1, 2021, to July 31, 2021, and a customer enrolls on July 25, 2021, the customer’s activity is evaluated only for the seven days and is rewarded at the end date. (July 25 - July 31). 

      To configure a fixed calendar window, do the following.

      1. In Target Frequency, select the interval in which targets are evaluated.

         Option	Description
         Monthly	Target is evaluated on a monthly basis.
         Quarter	Target is evaluated on a quarterly basis.
         Half yearly	Target is evaluated after six months.
         Yearly	Target is evaluated on a yearly basis.
         Custom	Target is evaluated for the entered number of days.

      2. In Evaluation Cycle, determine the period for which a customer’s activity is monitored.

         Option	Description
         Period Name	Enter a valid period name. For example, you can name the first period P1.
         Start Date	Enter the beginning date for the evaluation period.
         End Date	Enter the ending date for the evaluation period.

         Note: You can add more periods in the evaluation cycle by clicking Add period.
      3. Click Save.
   2. Cyclic window: Tracks customers’ activities starting from the first transaction date till the cycle window ends.
      To configure a cyclic window, do the following.
      1. In Target cycle start date, select the starting date of the cyclic window.

         The first transaction by the customer on or after this date starts the cycle.

      2. In Target Frequency, select the interval in which targets are evaluated.

         Option	Description
         Monthly	Target is evaluated on a monthly basis.
         Quarter	Target is evaluated on a quarterly basis.
         Half yearly	Target is evaluated after six months.
         Yearly	Target is evaluated on a yearly basis.
         Custom	Target is evaluated for the entered number of days.

      3. In Recurring cycles for evaluations, select the number of times a customer’s activities are evaluated.

         12 is the maximum number of times a cycle is evaluated.

      4. Click Save.

Example of cyclic window

Customer A:

Customer B:

If org imports, a retro bill dated September 2, 2021, for a customer, then ideally the first cycle should start from September 2, 2021, to October 1, 2021. However, depending on the date of import the impact can vary and scenarios, where reward has already been given, might occur. Hence retro transactions do not impact the cycles.

3. Set Target for your preferred audience group

To add a new target, do the following.

1. In Target groups, select your preferred target group.
   
   
2. Click Add target.
   
3. In Target name, name the target.

   Target name is unique, you cannot use the same target name twice.

4. In Applicable stores, select stores for which the target is valid.
5. In Select target KPI, choose the transaction parameter you want to measure for the target.

   Option	Description
   Sales	It is the sum of line-items amount in the bill.
   Quantity	It is the sum of line-items quantity in the bill.
   Transactions	It is the number of transactions made by a customer.
   Visits	It is the number of unique transactions made per visit by a customer.

6. In What conditions are to be met, write conditions using the properties and values of the selected event.
   For example, if the condition to be met is currentTxn.value>=100, then customers who transact for 100 or more are targeted.

   You can choose whether the condition is valid for the transaction or line items.

   
7. In Default target value, define the target value that customers should meet for each period.
   
8. In Customer enrollment method, select the method to enroll the target audience.
   1. Auto-enroll: Loyalty users are added and tracked automatically.

      You can override the default value for certain customers by importing custom values.

   2. Custom list: Target audience is created manually via Data Import. To know more, see user target loyalty. import

      If the value is not configured, the default value is considered.

9. Click Next.

4. Configure Communications

You can notify customers when the evaluation period starts and ends, or if there is a change in the target value. To configure communications, do the following.

1. Enable Start of evaluation period to send a message when the evaluation period starts and click Add Creatives. To know more about adding creatives, see Creative Management.
2. Enable End of evaluation period to send a message when the evaluation period ends and click Add Creatives.
3. Enable Change of target value to send a message when there are changes in target value and click Add Creatives.
4. In Delivery settings, click Modify to change delivery settings.
   
   1. SMS sender details: In Sender ID, choose a relevant sender ID.
   2. Email sender details:
      1. In Sender ID, choose a relevant sender ID.
      2. In Sender name, choose a relevant sender name.
   3. Configure Delivery Offset.
5. Click Done.

Tracking target completed and target achieved

Target Loyalty lets you incentive customers immediately when they achieve the target or incentivize when the target period is completed. 

1. Target Completion: Incentivize customers at the end of the target period on achieving the target.
2. Target Achieved: Incentivize customers immediately when they achieve a target.

Configure incentive on target period completion

You can incentivize/award customers when the target is achieved by the customer after the tracking period is completed. In this the brand issues rewards to the customer when the target period is over and not between the target period.

You can reward customers with points/coupons after they achieve the target. 

To incentivize achievers (who completed the target) at the end of the target period, do the following:

1. Set Offset Days
2. Add Target Group
3. Set Target.
4. Configure Communications.
5. On InTouch, navigate to Loyalty+.
6. In Programs For Points Engine, click Configure.
7. Click EventView.
8. In Customer Activities, select TargetCompleted.
   
9. In Promotion, click Promotion+.
10. In Create Promotion, configure the following.
    
    1. In Promotion name, name the promotion.
    2. In Start date, choose the starting date of the promotion.
    3. In End date, choose the ending date of the promotion.

       The duration of the promotion should not be less than the target duration.

    4. Enable Active.
    5. Click Create.
11. In Conditions, define the condition that the customer has to meet to receive points or coupons. For example, to check if the customer has a target set for them and that they have achieved a value greater than what was set, you can write the rule
    currentEvent.targetExists("Target Name")&&(currentEvent.targetAchieved("Target Name")>currentEvent.targetDefined("Target Name"))
12. In When, click + and select Issue Coupon or Target Points Allocation.
    1. Issue Coupons: Issue coupons to customers after they fulfil the set target.
       To configure the coupon issual, do the following.
       1. In Offers, select the coupon you want to issue to customers.
       2. In Channels, select channels through which the customer is notified.
       3. Configure the delay period after which the customer is notified.

          Applicable only for mobile and email. To know how to configure SMS and email, see Creative Management.

       4. Click Save.
    2. Target Points Allocation: Issue points to customers after they fulfil the desired target.
       To configure points allocation, do the following.
       1. In Points allocation, select your desired points allocation strategy.
       2. In Points expiry, select the duration after which points will expire.
       3. In Prorate on, select the option on the basis of which points are issued.
       4. In Target Group, select your desired Target Group
       5. In Target name, select the target that the customer has to fulfil.
       6. In Points rounding strategy, select the option on the basis of which points’ value is determined.
          1. Actual: Total points allocated for an activity.
          2. Floor: Decimal values are not considered when points are allocated.
          3. Round: Points are allocated based on the rounding strategy.
             
       7. In Channels, select the channels through which the coupon is issued to customers.
       8. Click Save.
          
13. Click Save. 

Configure incentives on target achievement

You can also incentivize/award customers immediately when the target is achieved by the customer anytime during the tracking period. So if the brand wants to issue rewards to its customers immediately when they have achieved the target they can do that. 

Target during the tracking period, you can trigger the incentive on a fixed date, at the end of the tracking period. 

To incentivize on target achievement, follow these steps.

1. Set ENABLE_AWARD_WHEN_TARGET_ACHIEVED  to Active On Intouch > Profile Icon > Organization Settings > EMF Configurations page.
   
2. Navigate to the Loyalty Promotions to configure actions.
3. In the ruleset specify the Expression as currentEvent.isTargetAchievedEvent. 
4. Set the Expression equals to True.
5. Click the + symbol and set the desired action

To allocate points/coupons to customers when they complete a target, do the following.

1. Set Offset Days.
2. Add Target Group.
3. Set Target.
4. Configure Communications.

Configure cart promotions as an incentive on target completion

You can give cart-based promotions to customers after they fulfill the required target.

To award cart-based promotion to customers after target completion, do the following.

1. Set Offset Days.
2. Add Target Group.
3. Set Target.
4. Configure Communications.
5. On InTouch, navigate to Engage+.
6. Select the campaign you want to configure.
7. Click Promotions > Create promotion. To know how to create a promotion, see Create Promotion.
8. In Promotion Type, select Loyalty earning promotion.
9. In Promotion earning, select Activity milestone.
   
10. Award milestone-based promotion to customers after they achieve the configured target. To know more, see milestone-based earning.

Sample Scenario

To give a discount of 10% for the next 2 transactions after customers complete 12000 purchases and award them with an extra 1000 points if they visit the store 5 times, see this video.