Rewards. Setting Up, Implementing, & Redeeming Rewards

Transcription

1 Rewards Setting Up, Implementing, & Redeeming Rewards

2 The Rewards system within STX is a system that allows you to reward your clients for their continued loyalty. By setting up simple rules, you can help your clients build point reserves that they can then turn in for discounts on products or services. Only by continuing to frequent your business can they receive these discounts. The Rewards tab is used to create various types of rewards programs you might use. By setting up Award Rules and Redeem Rules, STX will automatically reward your clients with Points to use toward future purchases. The Points are assigned specific dollar or percentage values according to the rules you have established. Point balances accumulate independently in each program you design and they cannot be combined. They can be manually transferred should the need arise. Reward Programs can be as basic, or as advanced and detailed as you need them to be. The flexibility of designing each reward program shows the possibilities to be virtually endless. Let your creativity be your guide! Click New to create a new reward program. 2

3 Choose a starting template. Earn Points for allows you to use and change a stock template to meet your needs. Build your own allows you to start with a blank program. This feature is more advanced in nature and will be described later. After making your selection and editing the details, click New. Earn Points For option Use the popup menu to choose when the client will earn points. Each of these starting points can be customized to limit the types of products and services that receive value. Dollars Spent is for all dollars spent, regardless of what was bought. Services Purchased is for all services purchased, regardless of the $ value. Products Purchased is for all products purchased, regardless of the $ value. Dollars Spent option Set the amount in the For every field to indicate how many dollars worth of points the client has to earn before being eligible to redeem them. The For every amount modifies the number of points for the Redeem rules. The Award rules are set to 100 points per dollar to make sure the client gets full credit for every penny spent. Select whether the points will be awarded based on Services, Products, and/or Gifts purchases by checking the appropriate boxes. Using the client receives popup menu, choose between a fixed discount or a percentage discount. Enter the discount amount in the of field. 3

4 Select what the discount can be used for by choosing an option in the good for popup menu. Each of the following options will depend on the dollars spent meeting the requirement you ve previously set. Once each client has met the dollars spent criteria, they will be eligible to redeem the item of your choice. Services Purchased option Set the amount in the For every field to indicate what the client must earn before they are eligible for an award. Select whether the points will be awarded for any service or choose a specific service from the popup menu. Using the client receives popup menu, choose between a fixed discount or a percentage discount. Enter the discount amount in the of field. Select what the discount can be used for by choosing an option in the good for popup menu. Each of the following options will depend on the number of services purchased meeting the requirement you ve previously set. Once each client has met the criteria, they will be eligible to redeem the item of your choice. 4

5 Products Purchased option Set the amount in the For every field to indicate what the client must earn before they are eligible for an award. Select whether the points will be awarded any product, or choose a specific product from the popup menu. Using the client receives popup menu, choose between a fixed discount or a percentage discount. Enter the discount amount in the of field. Select what the discount can be used for by choosing an option in the good for popup menu. Each of the following options will depend on the number of products purchased meeting the requirement you ve previously set. Once each client has met the criteria, they will be eligible to redeem the item of your choice. Example of Earn Points For Rewards Program This example uses the template where the client will Earn points for dollars spent. The pre-set details are For every 100 dollars spent on services, products, and gifts, the client receives a fixed discount of $10.00 good for any service or product. 5

6 We named the rewards program All Spending. The Rules and Description for the rewards program will show on the right, listing the details of the program. Please note, if you will be awarding points to clients purchasing specific types of services, products, and/or gifts, you will NOT set up an All Spending program. For example, using a Spa Rewards program in conjunction with an All Spending program will award clients duplicate points based on the award rules from EACH program added together. Double-click any of the rules to make customizations to the setup. Click OK when the necessary changes are complete. Click Cancel to leave the rule unchanged. Click New to create a new reward program. When finished setting up a rewards program, click Save and close the window. 6

7 Build Your Own option Select the Build your own option and click New. Name the rewards program you are creating. In this example, we are creating a reward program for client referrals. Click New Award Rule to establish the criteria for receiving the awarded points. Enter a Title for the new award rule and enter a Start Date and an End Date if necessary. If this is an on-going reward program, do not enter any dates. Enter the desired number of point(s) to be awarded and make any necessary choices from the popup menus. In our example, we are awarding 5 points for every referred client. If you would like to attach certain conditions for the points to be awarded, check the where box and use the popup menus to set the desired conditions. In our example, we want the new client being referred to us to have had less than 2 prior client visits in order for the referring client to be eligible to receive the 5 client referral reward points. Click the plus (+) symbol to add a condition to the rule. Click the minus (-) symbol to remove a condition to the rule. Click the dots ( ) symbol to add a nesting condition to the rule. 7

8 Once the Award Rule is set, click OK. Click Cancel to discard your settings. The new Award Rule will be listed. To add more rules to the reward program, keep clicking New Award Rule until all rules have been established. Once all award rules are set, it is time to establish some rules to decide the criteria for redeeming the awarded points. Click New Redeem Rule to establish the criteria for redeeming the awarded points. Enter a Title for the new redeem rule and enter a Start Date and an End Date if necessary. If this is an on-going reward program, do not enter any dates. Check the Featured on ticket checkbox if you want the Client Visit receipt to show how close this client is to receiving this discount, the balance available toward each rule. Enter the desired number of point(s) to be redeemed to equal either a dollar or percent discount to be given on either a service or a product. Make any necessary choices from the popup menus. In our example, we are allowing the client to redeem 15 points for a percent discount on a service. We will be able to redeem the points on the client s ticket when they are checking out. If you would like to attach certain conditions for the points to be awarded, check the where box, choose from all or any of the conditions to be applied, and use the other popup menus to set the desired conditions. In our example, we only want to give the 10% discount on services belonging to the Haircuts & Styling service group. None of the other services will be eligible for the 10% discount. 8

9 Click the plus (+) symbol to add a condition to the rule. Click the minus (-) symbol to remove a condition to the rule. Click the dots ( ) symbol to add a nesting condition to the rule. Once the Redeem Rule is set, click OK. Click Cancel to discard your settings. The new Redeem Rule will be listed. The Rules and Description for the rewards program will show on the right, listing the details of the program. In our example above, the referring client will receive 5 Referral Reward points for every new client referred, as long as the new client being referred has had fewer than 2 client visits (tickets). The referring client will be able to redeem the Referral Rewards points once they reach 15 points. They will redeem the 15 points to receive a 10% discount on any service within the Haircuts & Styling service group. To add more rules to the reward program, keep clicking New Redeem Rule until all rules have been established. Once all Redeem Rules are set, click Save and close the window. Click New to create a new reward program. When finished setting up a rewards program, click Save and close the window. Rule Conditions Depending on the option selected for awarding or redeeming points, you will be allowed to set conditions for each Award and/or Redeem Rule. 9

10 Options for Rule Conditions Purchase Price Allows options of either less than or greater than with a value amount. Is Full Price This is a True or False statement indicating the condition is requiring the purchase price to be full price. This condition only applies if the item is sold at full price. Is Discounted This is a True or False statement indicating the condition is requiring the purchase price be a discounted amount. This condition only applies if the item is sold at less than full price. Employee Allows options of either is or is not with ability to choose a specific employee. Service Allows options of either is or is not with ability to choose a specific service. Service Group Allows options of either is or is not with ability to choose a specific service group. Is Service Package This is a True or False statement indicating the condition is requiring the purchase of a service package in order to award/redeem the discount given through the awarded points. There are no other popup menus to make selections when using this option. Is Service Series This is a True or False statement indicating the condition is requiring the purchase of a service series in order to award/redeem the discount given through the awarded points. There are no other popup menus to make selections when using this option. 10

11 Product Allows options of either is or is not with ability to choose a specific product. Product Group Allows options of either is or is not with ability to choose a specific product group. Product Line Allows options of either is or is not with ability to choose a specific product line. Is Product Package This is a True or False statement indicating the condition is requiring the purchase of a product package in order to award/redeem the discount given through the awarded points. There are no other popup menus to make selections when using this option. Service Subtotal Allows options of either less than or greater than with a value amount. Retail Subtotal Allows options of either less than or greater than with a value amount. Gift Subtotal Allows options of either less than or greater than with a value amount. Transaction Total Allows options of either less than or greater than with a value amount. 11

12 Visit Type Allows options of either is or is not with ability to choose a specific visit type. Day of Week Allows options of either is or is not with ability to choose a specific day of the week. Date Allows options of either less than or greater than with an area to type a date. If less than is chosen, any tickets with dates prior to the date selected will be considered when applying the conditions to the rule. If greater than is chosen, any tickets with dates after the date selected will be considered when applying the conditions to the rule. Client Has Flag Ability to choose a specific client flag. Was Paid With Ability to choose a specific payment type. Prior Client Visits Allows options of either less than or greater than and gives an amount filed to indicate the desired number of visits required. This condition is used when an Award Rule is set for awarding points for every referred client. Once all of the conditions for the Award and/or Redeem Rule have been set, click OK. Click Cancel to discard your settings. 12

13 Nesting Conditions Nesting Conditions are conditions within a condition and can be thought of as the insertion of parenthesis. The conditions inside the parenthesis will be calculated separately. This example will award 100 points for every dollar spent on services where ALL conditions apply: The services belong to the Color service group And The service subtotal is greater than $100 Let s say you want to add a condition where the above would apply OR there were products sold on the service ticket. You would need a combination of an AND & OR statement to do this. The only way to do that is with a nested condition, which is like adding the parenthesis to the equation. Award 100 points for every dollar spent on services where ANY conditions apply: The retail subtotal is greater than $0.00 OR (The services belong to the Color service group And The service subtotal is greater than $100) Now you are awarding 100 points for every dollar spent on services when either products were sold or services were Color and services subtotal is greater than $

14 Examples of Rewards Programs All Spending Using the Earn points for option, we left all settings the way they were. The rules are set to 100 points per dollar to make sure the client gets full credit for every penny spent. This All Spending reward program will award 100 points for every dollar spent on services, 100 points for every dollar spent on products, and 100 points for every dollar spent on gift certificates and/or gift cards. Once the client has been awarded 10,000 points, he/she can trade the points in for a $10 discount good for any product or any service. If the client wants to redeem the points for the $10 discount on BOTH a product and a service, they must have accumulated at least 20,000 points. The more points the client is awarded, the more products and services they can receive discounts on. Gifts Rewards Using the Earn points for option, we left all settings the way they were, except we unchecked the services and products checkboxes. This Gifts Rewards reward program will award 100 points for every dollar spent on gift certificates and/or gift cards, equivalent to 1 point per each penny spent. Once the client has been awarded 10,000 points, he/she can trade the points in for a $10 discount good for any product or any service. The rules are set to 100 points per dollar to make sure the client gets full credit for every penny spent. If the client wants to redeem the points for the $10 discount on BOTH a product and a service, they must have accumulated at least 20,000 points. The more gifts the client purchases, the more points the client is awarded, and therefore the more products and services they can receive discounts on. 14

15 Referral Rewards Using the Build your own option, we set up an Award Rule and a Redeem Rule. The Award Rule is set so the client doing the referring will be awarded 5 points for every referred client, but only if the new client being referred has had less than 2 prior visits. The Redeem Rule is set so the client doing the referring can redeem 15 total points in order to receive a 10% discount on any service belonging to the Haircuts & Styling service group. Each time an existing client refers a new client, the existing client will automatically be awarded 5 points into his/her reward account. Once the existing client has referred 3 new clients, they will have a total of 15 points accumulated and will be able to redeem those points for the 10% discount on any service in the Haircuts & Styling service group. 15

16 Everything Rewards Rather than separating the All Spending, Gifts Rewards, and a Referral Rewards programs into 3 separate programs, you might consider rolling them all into one program, called something like an Everything Rewards program. Using the Build your own option, we set up several Award Rule and Redeem Rule items. With the Everything Rewards program, we are awarding 100 points for every dollar spent on Services, 100 points for every dollar spend on Products, 100 points for every dollar spent on Gifts, and 5 points for each new client referred. Click New Award Rule for each of the following award options. Service Spending The Award Rule is set to award 100 points for every dollar spent on services, equivalent to 1 point per each penny spent. This rule does not contain any conditions. Product Spending The Award Rule is set to award 100 points for every dollar spent on products, equivalent to 1 point per each penny spent. This rule does not contain any conditions. 16

17 Gifts Spending The Award Rule is set to award 100 points for every dollar spent on gift certificates and/or gift cards, equivalent to 1 point per each penny spent. This rule does not contain any conditions. Referral Award The Award Rule is set to award 5 points for every referred client. This rule does not contain any conditions. Click New Redeem Rule for each of the following redeem options. *Gifts Redeem The Redeem Rule is set so the client can redeem 1000 awarded points in order to receive a 10% discount on any service. This rule does not contain any conditions. *Products Redeem The Redeem Rule is set so the client can redeem 1000 awarded points in order to receive a 10% discount on any product. This rule does not contain any conditions. 17

18 *Referral Redeem The Redeem Rule is set so the client can redeem 25 awarded points in order to receive a $10 discount on any service. This rule does not contain any conditions. *Service Redeem The Redeem Rule is set so the client can redeem 1000 awarded points in order to receive a $10 discount on any service. Placing the * in front of the name of the Redeem Rule will force them to appear at the top of the Promotions List report. This makes it easier to see what was redeemed using the promotion for discounting the Client Visit ticket transaction. If the client has been awarded enough points for say a 10,000 point balance, he/she will be able to redeem those points towards services and/or products based on the rules set. In some cases, they would be able to choose between a $ discount or a % discount, but ultimately they can decide where they want to redeem their points. 18

19 Spa Rewards Using the Build your own option, we set up an Award Rule and a Redeem Rule. The Award Rule is set so 1 point is awarded each time a client purchases services belonging to either the Skin Care Services, Massage Services, or the Body Treatments service groups. These are all service groups within the Spa department, therefore each time a Spa service is purchased, the client will be awarded 1 point into his/her reward account. The Redeem Rule is set so the client can redeem 10 points in order to receive a 10% discount on any service belonging to either the Skin Care Services, Massage Services, or the Body Treatments service groups. These are all service groups within the Spa department, therefore the client will only be able to receive the 10% discount on Spa services. 19

20 Implementing Rewards Programs After setting up each reward program, you must assign a Reward #, much like an account number, to each client participating. There are a couple of different ways to add a Reward # to a client s record while entering a Client Visit transaction (recommended) or on the client s card (optional). Client Visit Assign Reward # It is recommended to always create a new Reward # on the Client Visit ticket transaction for each client. You can make this part of the check OUT process. It makes sense to sell the client on the concept of Rewards when you're checking them out because you already have the ticket open. If you see the Reward # field is blank, you could ask the client "Are you a member of our Rewards program? No? Would you like to join? It's free and it will help you earn discounts on future purchases. Based upon what you have purchased today, you already have 250 points towards a discount on your next visit." When the client is ready to check out, open the Client Visit ticket transaction for the client you wish to assign a Reward #. Just below the Visit Type popup menu is the Reward # field. Enter the Reward # you wish to assign to the client. Either scan a Reward Card or use the ticket number as the new Reward # for a manual entry. If you have a pre-existing account # for a client, you can enter that number on the ticket as well. If you do not have a pre-assigned account / tracking number or a Reward Card to scan, you must come up with your own unique Reward # for the client. Here are a couple of suggestions on how to come up with the required unique numbers. The Reward # field is set so there are no restrictions as to what can be entered. Spaces, dashes, letters, numbers, or a combination of these can all be used to create a new Reward # for each client. - Use the ticket # showing in the title bar of the client s open ticket transaction. - Use the client's initials in front of the street # in the client's address. For instance, if Carol Bell lives at 442 Spring Street, the Reward # would be CB442. If there will be an instance where more than one client with the same initials live at the same street address, then use the middle initial as well. So, Carol's middle name is Ann, the Reward # would be CAB

21 Hitting the Tab key on your keyboard after entering the Reward # will bring up the following alert. Click Create And Make Default to have the Reward # added to the client card. This will show as the Default Reward # assigned to the client. Click Cancel to cancel making a new account for the client. Click Create Account if you wish to create the account but will require clients to identify themselves as rewards participants at each checkout. If you wish to make the Reward # the Default Reward # assigned to the client, click the hand symbol. The Reward # will be added to the client card as the Default Reward #. When creating a new Reward # on the ticket for a client, you have the option of making that account the Default account or not, as seen above. Some places will require the client bring their 'reward' card with them each time. If this is the case, we don't want to make the account the Default account because we want the client to prove they have an account. An account flagged as the Default account will automatically show on the ticket once the client name is entered. In this case, the client does not have to prove anything and all awarded and redeemed points will go to/against the default account. Client Card Assign Reward # Optionally, you can create a new Reward # by going to the client s card. This option is perfect for batch loading pre-existing account / tracking numbers for reward programs you already have in place. Open the client card for the client you wish to assign a Reward #. In the lower-right hand corner is the Promotions area, which includes the Reward # field. Scan a Reward Card if you have one, or enter the Reward # you have preassigned to the client. Hit the Return key on your keyboard. The following will appear. 21

22 Click Create Account. The Reward # will be used as the Default Reward # for the client. Click Save to save the Reward #. All points awarded to the client will go into the account identified on the ticket or, in the case of referrals, into their default account. If you want the points to go into a different account assigned to the client, simply change the Reward # showing on the Client Visit transaction. This client has 2 accounts assigned. Account #1006 is the Default account. Changing Accounts All points awarded will go into the Default Account #1006, as seen below. Ticket #435 for this client earned points. Open the appropriate ticket number and change the Reward # to the other account you wish to have the points awarded to. Looking back on the Billing tab of the client s card we can see Ticket #435 has transferred the points to the other account, which is NOT the Default account. 22

23 Adjusting Points Highlight the account you wish to make adjustments to and click Adjust Points This can be used to add pre-existing points for the client to later redeem. Choose Add or Subtract, enter the appropriate number of points to adjust, and choose which reward program you wish to adjust. When finished, click Adjust Points. For example, maybe you would like to split the points earned between the two accounts for the client. The total number of points earned is 11,500, but it is associated with Account #1007. You would like to split the 11,500 between Account #1006 and Account #1007. Highlight Account #1006 and click Adjust Points Choose Add and enter the amount equaling half of the original points earned in this case it is 5,750. Click Adjust Points. Highlight Account #1007 and click Adjust Points Choose Subtract and enter the amount equaling half of the original points earned in this case it is 5,750. Click Adjust Points. The awarded points are now split between the two different accounts. 23

24 Deleting Accounts Before deleting any accounts, you must make sure no points have been awarded. Account 1006 has 0 points awarded, so it is safe to delete the account. Highlight the account and click Delete Account. The following alert will appear. Click Cancel to return to the Billing tab of the client card. Click Delete to delete the selected account. Because the alert says it is in use by NO clients, it is safe to delete the account, even though it says with 2 events. The 2 events are reflective of when points were either added to or removed from the account, either by manual adjustments or through entering a Client Visit transaction. Adding Rewards Points to an Account Each time a client meets the criteria set for any of the Reward Programs you have created, the Rewards Points will automatically be awarded to the client. All points are automatically awarded to the client as long as their reward number appears on the ticket, so you don t have to worry about awarding them manually. Mary Jo Anderson has a default Reward # of As soon as we open a Client Visit transaction for this client, the Reward # automatically appears. If the client has more than one Account, the Default account will appear. If you would like to add the points to a different account, simply type the other account number info the Reward # field. All awarded points will go to the Reward # account showing on the Client Visit transaction. NOTE: Points are only awarded for fully paid Client Visit ticket transactions. 24

25 Redeeming Rewards Points If a particular redemption rule has been marked as Featured On Ticket, it will be included on the client s receipt with the balance available toward the rule. When a client purchases Services or Products meeting the criteria set for redeeming reward points and if the client has enough points to make a redemption, the Promotion popup menus will appear in GREEN with the word Default. NOTE: The Rewards promotions will appear on each of the Services and Products tabs of the Client Visit transaction, as long as a redemption rule matches the product or service selected. In the following examples, we are looking only at the Services tab. Remember, the same rules for redeeming Rewards Points of any kind will generally apply to both the Services and Products tabs. Looking at the Promotion options for the Foil Highlight service, we can see where the client is eligible to receive a $10.00 off any service discount because of the points awarded through the All Spending reward program. Selecting the $10.00 off any service promotion will automatically deduct $10 from the service price, and it will remove the promotion option from other services once it has been redeemed. 25

26 Only if the client has earned enough points will the promotion remain in the Promotion popup menu for other services. Looking at the Promotion options for the Womens Cut service, we can see where the client is eligible to receive a $10.00 off any service discount because of the points awarded through the All Spending reward program. Because we did not select the $10.00 off any service promotion for use with the Foil Highlight service, it still remains as an option for use with the Womens Cut service. However, after applying the $10.00 off any service promotion to the Foil Highlight service, it is no longer available for use with the Womens Cut service. Looking at the Promotion options for the Womens Cut service, we can see where the client is eligible to receive the Referral Points discount because the client has earned 15 Referral Rewards. The Promotion options will only show reward options if the client is eligible and if all rules and conditions have been met. The Referral Points discount shows as an option because the Womens Cut service belongs to the Haircuts & Styling service group. The Reward Program for client referrals is set so the discount can only be taken on services belonging to the Haircuts & Styling service group. 26

27 The Referral Points discount is not available under the Foil Highlight service because the Reward Program is set so the Referral Points discount can only be redeemed on services within the Haircuts & Styling service group. The Foil Highlight service belongs to a different service group and therefore is not available for redeeming the Referral Points discount. Looking on the Billing tab of the client card, each transaction involving Points are listed, including specific information as to why the Points were either awarded or redeemed. A positive number indicates Points were awarded. A negative (-) number indicates Points were redeemed. Receipts To see Rewards information during the checking out process, click the Show / Hide Receipt icon in the toolbar of the Client Visit ticket transaction. The receipt will show how many total points the client has been awarded, including what is being awarded on the current visit. If the client has redeemed any points on the current ticket, the Rewards section of the receipt will show how many points were redeemed, as well as the Balance of points available for redemption on future purchases. 27

28 Reporting Promotion List The Promotion List report, found in the Setup reports, shows information about promotional discounts given when reward points are redeemed. Set the Start Date and End Date for the report and click Print All promotions, including those related to the Rewards Program will be included on the report. The Promotion List report shows information where a promotion was applied. The information is detailed for both the period the report was printed for, as well as for the lifetime of the promotion. 28

29 Reporting Reward Activity The Reward Activity report, found in the Transactions reports, shows reward activity during the time period of the report. Set the Start Date and End Date for the report and click Print All reward activity will be printed. The Reward Activity report shows the client name, reward account number, each program the client is participating in, the starting balance of points for the first day of the reporting period, the ending balance of points for the last day of the reporting period, the total change in point balances during the reporting period, the date of the most recent activity, and the number of days during the reporting period. 29

30 Client Marketing When using the Points in Default Reward Account filter, clients with certain values and a Default Reward account on their client card will be selected. Select the appropriate option in the Amounts popup menu and enter the amount(s) in the adjacent fields(s). Each of the Active Reward programs you have created will appear in the Reward Program popup menu. Select the appropriate option. The clients matching the criteria set for the Points in Default Reward Account filter will appear on the Matching Clients tab. Choose the desired output from the Output Settings tab. Click Save and then click Generate to generate the marketing set. 30