Shift4Loyalty Overview

Description: Welcome to our comprehensive guide on Shift4Loyalty, the platform that enables you to create customized loyalty programs to forge strong customer relationships.

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With our easy-to-understand point-per-dollar system, you can effortlessly engage with your customers and provide them with a personalized experience. Members can quickly sign up with just their phone number and start earning points based on their transactions. These points can then be redeemed for discounts you set at your location.

In this guide, we will dive into how this feature works, providing you with a comprehensive understanding of how Loyalty can benefit your business. Let's get started!

Onboarding workflow

Shift4Loyalty is exclusively available on the SkyTab POS; all admin users can access this feature and its components automatically. Permission can be granted to all other users. This feature is found in Lighthouse Business Manager in the left-hand navigation bar, titled Loyalty. When you select the title, you will be shown: 

Loyalty Programs are the highest level in the loyalty structure. These groups control the following:

• The custom name of the loyalty program, which is visible to your members.
• The custom name of the loyalty points is optional and visible to your members. 
• The locations included in the loyalty program 
  • Each location can only be assigned to one program 
  • If the user has multiple locations, programs can be made for each location, or they can be part of a single program. 

Programs can be deactivated anytime, and loyalty will be removed from the POS. 

By selecting Save, your loyalty program is now created. 

Discounts

(LBM - Loyalty - Discounts)

Next up is configuring the discounts for your program. Each discount can only be assigned to one program, and it has to have a unique name. These discounts work outside the standard discounts and won't appear in the regular discount sections.

When you click the Discounts tab, click Add New Discount to start. You'll be asked to enter a name for your discount, choose the type of discount, set the value, decide where it should be applied, and even set usage limits and expiry dates. Remember to save your changes, and you're all set! Your new discount will appear in the list view, ready to rock and roll within your loyalty program.

After entering the name of the discount that will be visible to the members and selecting the discount type (whether it's an amount in dollars or a percentage), users can set the discount value accordingly. For example, if they want to offer a 10% discount, they would choose "Percentage" and enter "10".

Alternatively, users can set up a points system where each dollar spent earns one point that can be used for discounts. They can also select the loyalty program from the list of configured programs for which they want to apply the discounts.

Once the discounts are set, users will be returned to the list view of discounts, where they can see the newly created discount by its name, value, and status. At this point, the loyalty program with configured discounts is ready for use

Customer vs. Members

As part of our loyalty program, we have a separate loyalty record from their customer record, which will be pooled across all our locations. This allows us to offer program-specific benefits and rewards and gather more detailed information about member behavior and preferences across different locations.

As a result, we are able to personalize our offerings and improve the overall customer experience for our loyalty members. This approach enhances the value of our loyalty program and ensures that our customers receive the best possible benefits and rewards tailored to their preferences and needs at each of our locations.

The landing page for members displays key points of data for each member gathered from all locations in the program.  As part of our loyalty program, we send a text message to the member's provided phone number to confirm its validity. By agreeing to receive text messages, the member is also opting in to receive text marketing communications from us. This helps us ensure that the phone number on file is accurate and allows us to communicate with the member effectively for program-related updates, promotions, and other marketing purposes.

New loyalty members can be added throughout the ST POS ecosystem, mainly the ST POS terminal or Lighthouse Business Manager. Customers can be toggled to loyalty members using the ST POS terminal. 

For our existing members, the member tray provides a convenient breakdown of their last three transactions. This includes the date of each transaction, associated points values, and information on any changes to their points balance. This lets our members easily track their loyalty points activity and stay up-to-date with their rewards.

Additionally, the member tray also includes the functionality to adjust loyalty points, allowing our members to make adjustments or corrections to their points balance as needed. We strive to make managing loyalty points as seamless as possible for our valued members, ensuring they have full visibility and control over their rewards and transactions.

In the "Adjustments" section, our users can easily manage the points value of a member's account. This functionality allows points to be added or subtracted for various reasons, such as correcting a wrong phone number attached to a ticket, retention purposes, and more.

Here are the steps to perform this action using Lighthouse:

1. Navigate to the member's account in Lighthouse.
2. Locate the "Adjustments" section, which provides options for adding or subtracting points.
3. Select the appropriate action (add or subtract) based on the desired adjustment.
4. Enter the points value to be added or subtracted in the designated field.
5. Provide a brief description or reason for the adjustment in the provided space.
6. Click the Submit or Save button to finalize the adjustment.

Utilizing the "Adjustments" section in Lighthouse allows our users to easily manage and update a member's points balance for various scenarios, ensuring accurate and up-to-date loyalty rewards management.

Reporting 

Loyalty Member Activity by Location: This report provides information on the activities of loyalty members based on their locations. It includes data such as the number of members who have purchased, redeemed rewards, or participated in promotions at different locations.

Loyalty Points Adjustment: This report focuses on adjustments made to loyalty points. It may include details on points added or subtracted from member accounts, reasons for the adjustments, and the individuals who made them.

Loyalty Redemption by Location: This report offers insights into redeeming loyalty rewards at different locations. It may include data on the types of rewards redeemed, the number of redemptions, and the locations where the redemptions took place.

These reports can provide valuable information to track and analyze the loyalty program's performance, understand member behavior, and make data-driven decisions to optimize the program's effectiveness.

FAQs

How are points calculated?

• The gross price of the items

What happens if a member no longer wants to be a member of the program? 

• Users can deactivate a member from the loyalty program on the Members page in Lighthouse, revoking their access to the program. Deactivated members are treated as new members who cannot earn or redeem points using their phone numbers. However, the member's points balance is retained, allowing for easy reactivation with their earned points intact.

How do I turn off a loyalty program?

• To deactivate a loyalty program, select the program and access the edit tray. From there, an option to deactivate the program will be available. It's crucial to be aware that deactivating a program will disable all associated loyalty features on the Point of Sale (POS) system. This means that members will no longer be able to earn or redeem points, access discounts, or enjoy other program-specific benefits until the program is reactivated. It's essential to carefully consider the implications of deactivating a loyalty program, as it may impact the loyalty experience for members and the program's overall effectiveness in driving customer engagement and retention.

Duplicate customer/member records? 

• Regularly auditing member records for duplicates is crucial to maintain an accurate database. Duplicate records can cause confusion and inaccurate reporting, impacting the effectiveness of the loyalty program. It is recommended to have a process in place to identify and merge or remove duplicate records to ensure data integrity and provide a seamless experience for members. Keeping a clean and accurate member database is essential for the loyalty program's success.