2024 Q2 Open Loyalty product update

During the second quarter of 2024, the Open Loyalty loyalty management solution team rolled out significant updates and improvements, aiming to assist our clients in driving business results through their loyalty programs.

Here are the latest enhancements, grouped into areas:

Segmentation and targeting

• Target members that buy products that meet multiple criteria
• Segment users based on how many transactions they did during a certain period
• Segment users based on how many times they have completed specific achievements

Campaigns

• Import and export campaigns across different environments
• Reorganize, sort and rename campaign rules for granular control of your activities

Achievements

• Import and export achievements across different environments
• Reorganize, sort and rename achievement rules 
• Complete control over each member’s achievement status, either manually or via API

Analytics

• You can now see details of all unit operations in each user’s timeline

Segmentation feature 1) Target members that buy products meeting multiple criteria

Loyalty mechanics

Open Loyalty allows you to create and manage loyalty program campaigns that reward shoppers for performing specific actions. That way, you can nudge them to buy more (and more often) particular products.

Additionally, OL offers loyalty achievements that drive business goals, such as purchase frequency or increasing customer lifetime value.

What's new

A new condition is available when creating campaigns or achievements: requiring members to buy products that meet multiple criteria. 

Why it matters

E-commerce with vast inventories require very specific targeting since often goods have similar characteristics. By checking the shopper activity against multiple criteria, you ensure you target only the desired group of shoppers.

How it works

Check the documentation to learn how to set up a sample campaign: #10 Product meets selected criteria | Open Loyalty Documentation

Real-life use case

Consider you would like to boost the sales of a specific product, Acme Drink, but you sell over 500 items with similar characteristics.

In Open Loyalty, you create a campaign requiring members to buy a specific product name (Acme Drink), product brand (Acme), and product category (Beverage). Additionally, include any custom product attributes as requirements, such as SKU.

Segmentation feature 2) Segment users based on how many transactions they completed during a certain period

Loyalty mechanic

Custom member segments provide a tailored approach to organizing your customer base, enabling highly personalized campaigns aligned with your business goals. 

What's new

You can now segment users based on how many transactions they completed during a certain period that you define.

Why it matters

You can target very specific groups of shoppers by grouping them by the number of successful transactions. This allows you to create tailored campaigns and communication to treat each segment differently.

How it works

Check the documentation to learn about segmentations: Segments | Open Loyalty Documentation.

Real-life use cases

Let’s imagine you want to increase sales during the holiday shopping season. 

In Open Loyalty, create these three segments of members:

• “NoShopper”: did not shop from October to December
• “MidShopper”: bought 1 to 3 times from October to December
• “SuperShopper”: bought 4 to 6 times from October to December

With these segments in place, you can send different incentives to each. For example, aggressive discounts coupons to NoShoppers and loyalty badges to MidShoppers.

Segmentation feature 3) Segment users based on how many times they have completed specific achievements

What's new

You can now segment users based on how many times they have completed specific achievements.

Why it matters

Segmenting by achievement completing grants yet another path to group your loyalty users in cohorts that will receive different treatment.

How it works

Check the documentation to learn about segmentations: Segments | Open Loyalty Documentation.

Real-life use cases

Nudging passive members to increase engagement:

• Segment non-engaged users (thos who didn’t complete the achievement)
• Give points with an expiration date to this segment
• They will engage so they don’t miss out

Reward desired behavior to boost referrals

• Segment super engaged users (who completed the achievement three times or more)
• Give extra points to this segment if they complete a successful referral
• They will feel rewarded and increase your user base

Import and export campaigns and achievements across different environments

Loyalty mechanics

You can organize your loyalty program in separate tenants for optimal organization – for example, for different cities, countries or verticals.

What's new

You can now import and export Open Loyalty campaigns and achievements across different tenants.

Why it matters

Tenants help you organize your loyalty program. By copying campaigns and achievements across different tenants, you save precious time and can quickly replicate winning formulas.

How it works

Check the documentation to learn about campaigns, including how to export them: Managing Campaigns | Open Loyalty Documentation. And about achievements: Managing Achievements.

Also, learn how tenants work: Tenants.

Real-life use cases

• You are expanding to different regions, such as from the US to European markets
• You would like to replicate successful campaigns from one city to another

Campaigns in action:

Achievements in action:

Campaigns feature: Reorganize, sort and rename campaign rules for granular control of your activities

What's new

You can now sort, name, and add descriptions to rules in campaigns and achievements.

Why it matters

Campaigns in Open Loyalty are flexible so they can address any business case. They can range from simple “spend $1 and get 1 point” to setups populated with conditions that interact with each other.

Campaigns with multiple rules risk being hard to understand if not organized properly, and this feature helps you do just that.

How it works

Check the documentation to learn about customizing rules in campaigns: Creating Campaigns | Open Loyalty Documentation.

And about customizing rules in achievements: Creating achievement | Open Loyalty Documentation.

Real-life use cases

• Your campaigns are complex and include multiple rules
• You are working with multiple people editing the same campaign
• Your team has strict naming conventions that help identify segments and mechanics

Achievements feature: Direct adjustment of achievement status

What's new

You now have complete control over each member’s achievement status, either manually or via API.

Why it matters

In Open Loyalty, managing achievements is easy. But there are instances when it’s necessary to change the achievement status of a particular user. This new feature allows you to do that in whichever way it’s more efficient – via the admin interface or through API. 

How it works

Check the documentation to learn how to manually change the achievement status of a particular member through the admin interface: Managing Members | Open Loyalty Documentation.

And through API: Achievement endpoints | Open Loyalty API Documentation.

Real-life use cases

• Addressing customer requests, increasing customer satisfaction
• Granular view and adjustment of performance, enabling campaign optimization

Analytics feature: See details of all unit operations in each user’s timeline

Loyalty mechanics

Open Loyalty's wallet feature enables the creation of multiple types of points wallets, which can be used to reward users with virtual currency.

The loyalty platform also enables advanced loyalty analytics, which allows you to track and improve the performance of core parts of your loyalty program.

What's new

You can now see details of all unit operations in each user’s timeline.

Why it matters

Having access to precise analytics helps you understand your customers, prevent fraud, and design personalized campaigns.

How it works

Check the documentation to learn how to access a user’s transaction timeline: Member List | Open Loyalty Documentation.

Real-life use cases

• Spotting fraudulent or suspicious activity pro-actively
• Increased understanding of user base by going beyond general trends and analyzing the activity of individual members

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