Point Economy Overview

The Point Economy module is where you set rules governing the transactional, spend, and event behaviors of your customers and award outcomes based on those behaviors. Within a point economy, you can set up multiple levels, or tiers, to award different benefits as customers move through the system. In addition, you can set up multiple point economies as needed.

Point Economy Dashboard

The point economy dashboard allows you to view and manage all your economies in one location. Tabs provide a way to filter by status, and you can search by name within each tab.

The Point Economy list view.

All the tabs in the dashboard view show the following information:

Status – There are three statuses for economies:

  • Draft – Newly created economies start in draft mode automatically.
  • Live – You can publish an economy from the list view, under the Action column, described below. Once live, the rules will start evaluating against inbound transactions and events.
  • Paused – Once set live, you can pause an economy at any time. As expected, paused economies will no longer evaluate any rules or award any outcomes.

Name – This is an internal name, not seen by customers. You can make it as descriptive as you want, especially if you plan to have multiple economies.

Tiers – This will show the number of tier levels in the economy. You start with one tier level by default and can add as many as you need.

Created – The date and time that the economy was created.

Action – Based on the status of the economy, you will see different actions presented, however, the delete option is always present. Otherwise, draft and paused economies can be published, while live economies can be paused.

Creating a Point Economy

To create a new point economy, click the Create Economy button in the upper right of the Point Economy module. This will open a modal window where you can set the economy name as the initial step.

Select a point economy name to create it.

The name of your economy system is for internal use only and not seen by customers. You should pick a name that is descriptive, especially if you are going to create multiple economies. You can also change your point economy name at any time.

Configuring a Point Economy

Once you’ve created your point economy, you are taken into the setup screen. Here you are presented with the first tier level of the economy to configure. This level is created with the default name of “Tier Level 1,” which you can change at any time. You can add more levels as needed, and will be required to name each level when you create it. As with the economy name, this is only seen internally and not by customers.

The top portion of the point economy setup page.

The top of the page deals with the point economy name, which is an editable text field, and basic level information. Each level also has its own publishing settings, allowing you to keep levels in draft mode or paused as needed.

Note

Publishing the point economy does not automatically publish all levels within the economy. You should always check that each level is in the state you want before publishing a new point economy.

The remainder of the setup page deals with creating rules and outcomes for the four behavior sections that make up a level.

Overview of Tier Level Behaviors

Each tier level is governed by behaviors that deal with entry into the level, benefits received once in the level, and what is required to stay in the level. You can set up rules for each behavior section and set the outcomes that are awarded when the rules are met.

There are four behavior sections that make up each level in your point economy.

These are the four behavior sections for each tier level, with examples of the types of rules that are commonly set for each:

Entrance behaviors – These are the behaviors a customer must meet in order to be entered into the level and receive any of the outcomes specified. Examples of common entrance behaviors might be the following:

  • Customer must complete a set number of transactions over a set period of time: 10 transactions in 90 days
  • Customer must earn a set number of points over a set period of time: 100 points over 30 days
  • Customer must spend a certain amount of money over a set period of time: $100 over 90 days

Purchase behaviors – Once customers are entered into a level, the purchase behavior section is where you can set up rules about the benefits they will receive from specific purchase activities. Some examples might include:

  • Earn 1 point per dollar spent on a purchase, excluding certain items.
  • Auto purchase an offer for customer after they earn a set number of points

Event behaviors – As with the purchase behavior section, this section is where you can set up rules about benefits that customers within the level will receive based on events sent to the system. For example, you might set up rules such as:

  • The “cancel credit card” event expires all points in a Credit Card Point Account
  • The “profile complete” event awards the customer an offer.

Maintenance behaviors – These are the behaviors a customer must meet in order to remain in the level. Customers failing to achieve these behaviors will be moved to the appropriate level during the maintenance evaluation period. Example maintenance rules are often similar to the entrance rules, such as:

  • Customer must spend a certain amount over a set time period
  • Customer must complete a set number of transactions over a set time period
  • Customer must earn a set number of points over a set time period

Rule Builder Overview

All the behavior sections are based upon the rule builder, a powerful and flexible tool to create complex rules and associated outcomes.

The rule builder allows you create complex rules and associate outcomes to them.

At a high level, the basic components of the rule builder include the following:

Rule builder label – you can name each rule builder, which is helpful if you have several in one section or want a quick reminder of what the rule builder covers. Click on the pencil icon next to the “Rule Builder” text to enter or modify your label.

Customer Rule – This is the individual rule you set up, starting with selecting the type of action for the customer to perform, such as completing a transaction or event; earning points; or spending points or currency.

Constraint – This a restriction you can apply to a particular customer rule. The type of rule will determine the constraint choices offered.

Rule group – A rule group lets you bundle individual customer rules together with an AND / OR condition with the choices of “all must be true,” “any must be true” or “none must be true.” You can add a label to your rule groups, just as you can add labels to the overall rule builder, to help you organize and track them.

Outcomes – Each rule builder has its own outcomes section, where you can create the rewards and benefits your customers receive when they satisfy the behaviors you’ve set up.

The builder has the following capabilities:

  • You can create groups of rules that are linked by AND / OR conditions, including setting the condition to exclude all matching behaviors.
  • You can nest rule groups within other rule groups to form complex rules.
  • Each rule builder has a single set of outcomes associated to it, but you can stack multiple rule builders to achieve distinct outcomes as needed

Creating Tier Level Behavior Rules

Each behavior group has a link in the upper right to add behaviors to that section.

Each behavior section has a link to add a new rule builder. You can stack up multiple rule builders and their associated outcomes.

Clicking the link will present you with an empty rule builder, where you can set up customer rules and outcomes.

There are five basic types of customer rules that can be created and are available across all the behavior sections. Each is described below.

Complete Transactions – This rule lets you specify the number of transactions that the customer must complete. You can then add any of the following constraints to refine the rule:

  • Check Size Constraint - This allows you to set a minimum value and a maximum value for how much the customer spends on the transaction. For example, check must be at least $10.
  • Time Constraint - This lets you set a rule about when the transaction must take place in order to qualify. For example, must take place within the last 30 days.
  • Payment Type Constraint - Allows you define which payment types qualify, or to exclude payment types. You can enter multiple types. For example, exclude gift cards as payment types, or only store credit card payments qualify.
  • Store Constraint - This allows you to include or exclude particular stores.

Complete Events – This rule lets you choose an event and specify the number of times it must be triggered by the customer. You can refine this rule with a time constraint:

  • Time Constraint - This lets you set a rule about when the event must take place in order to qualify. For example, must take place within the last 30 days.

Earn Points – This rule lets you specify the number of points earned by the customer. This will be across all point accounts, unless a Point Account Constraint is set. Available constraints for this rule include:

  • Time Constraint - This lets you set a rule about when the transaction must take place in order to qualify. For example, must take place within the last 30 days.
  • Point Account Constraint - This lets you restrict which point accounts can be considered for earned points. For example, you might only allow points earned into your main point account and not into any promotional point accounts.
  • Point Source Constraint - This lets you restrict which point sources can be considered for where points are issued from.

Spend Points – This rule lets you specify the number of points spent by the customer. This will be across all point accounts, unless a Point Account Constraint is set. Available constraints for this rule include:

  • Time Constraint - This lets you set a rule about when the transaction must take place in order to qualify. For example, must take place within the last 30 days.
  • Point Account Constraint - This lets you restrict which point accounts can be considered for earned points. For example, you might only allow points earned into your main point account and not into any promotional point accounts.

Spend Currency – This rule lets you specify the total amount spent in currency, rather than in points. You can set any of the following constraints on this rule:

  • Time Constraint - This lets you set a rule about when the transaction must take place in order to qualify. For example, must take place within the last 30 days.
  • Store Constraint - This allows you to include or exclude particular stores.
  • Catalog Constraint - This lets you choose specific catalog items — whether entire categories or individual items — to be included or excluded to qualify for the rule. For example, if you create a constraint to include all women’s coats, then a purchase of any other catalog item will not trigger the rule’s outcome.

    Tip

    Within the catalog picker you can select an entire category of product and then exclude specific items within the category to get as granular as you need.

These customer rules can be joined with AND/OR conditions and can be nested in rule groups that also are joined with AND/OR conditions. With this flexibility you can create incredibly complex rule sets.

Additionally, you can add multiple rule builders, which allows you to set different outcomes for different behaviors within the same behavior group.

Entrance Behavior Rules

The first section of the tier level controls the behaviors a customer must complete before gaining entrance into the specific level. In addition to the five basic customer rules described above, this section also can set a limit on the number of times a customer can earn the outcome associated to entering the level. When no limit is set, you will see the following link:

When no earning frequency limits are set, the link text will be red.

Clicking the link will open the Frequency Settings modal window.

The frequency limits modal lets you restrict how often customers can receive an award for entering the level.

Select the “Limit earning frequency” checkbox and you’ll be presented with fields to specify how often a customer can earn the benefits of entering the level, per day, week, month or year.

To restrict the benefit to a single time, enter a “1” with the timeframe selection of “forever.”

Tip

It’s strongly recommended that you set a frequency limit on the entrance benefit. If not, customers can intentionally move in and out of levels just to trigger this outcome.

Purchase Behavior Rules

The purchase behavior section governs benefits that customers will receive once they have entered a tier level and then make purchases. As such, when you add a rule builder with the Add Purchase Behavior link, the following customer rule is required to be your first rule:

Make a purchase – This rule simply evaluates the current transaction for a customer, and if all constraints — and any other customer rules — are met, the customer will receive the benefits listed as outcomes. This rule supports the following constraints:

  • Check Size Constraint - This allows you to set a minimum value and a maximum value for how much the customer spends on the transaction. For example, check must be at least $10.
  • Time Constraint - This lets you set a rule about when the transaction must take place in order to qualify. For example, must take place within the last 30 days.
  • Payment Type Constraint - Allows you define which payment types qualify, or to exclude payment types. You can enter multiple types. For example, exclude gift cards as payment types, or only store credit card payments qualify.
  • Store Constraint - This allows you to include or exclude particular stores.
  • Catalog Constraint - This lets you choose specific catalog items — whether entire categories or individual items — to be included or excluded to qualify for the rule. For example, if you create a constraint to include all women’s coats, then a purchase of any other catalog item will not trigger the rule’s outcome.

In addition to the required “make a purchase” rule, the five basic customer rules are also available.

Event Behavior Rules

The event behavior section allows you to send events into the SessionM platform to trigger various outcomes, once a customer has gained access to the tier level. Before any rules can be evaluated, an event must be fired into the platform, which means that the follow customer rule is required to be your first rule in this section:

Trigger an event – This rule is triggered when the event you specify is sent into the platform, causing the customer to receive the benefits listed as outcomes. This rule supports the following constraint:

  • Time Constraint - This lets you set a rule about when the event must take place in order to qualify. For example, must take place within the last 30 days.

In addition to the required “trigger an event” rule, the five basic customer rules are also available.

Maintenance Behavior Rules

This section controls the behaviors a customer must complete in order to remain in a given level. In addition to the five basic customer rules described above, this section also can configure the maintenance frequency settings, which controls how frequently you evaluate your maintenance rules and move customers between levels accordingly. When the maintenance frequency is not set, you’ll see the following link:

When no maintenance schedule is set, the link text will be red.

Clicking the link will open the Frequency Settings modal window.

The frequency limits modal lets you specify how often to run the maintenance rules on a level.

Select the “Enable maintenance” checkbox and you’ll be presented with fields to specify how frequently the maintenance behaviors are evaluated, in days, weeks months or years. There are two additional refinements you can add:

Relative to customer join date – If this box is selected, then the evaluation will be run based off of when a particular customer entered the level. This means that each customer will have their status in the level evaluated at different times. If you want the system to evaluate your customers en masse, then leave this unchecked.

Enable age in level safeguard – If selected, you’ll be allowed to set a time period for the customer during which they will not be subject to the maintenance evaluation and will be safe in the level.

Tip

If you’ve set up any maintenance behavior rules, then you also need to set the Maintenance Frequency in order to have those rules evaluated and applied.

Creating Outcomes

Each of the four behavior sections in a tier level can set outcomes as the result of customers completing the behaviors specified. These outcomes are tied to each rule builder you add, which allows you to create very specific experiences for your customers.

The outcome section of the rule builder will show outcomes and allow you to edit or add more.

The outcomes box displays an overview of the number of different outcomes you have set up. You can click on the outcome name to expand the area and see a summary of that outcome.

Validation errors or unsaved outcomes are highlighted in the outcomes box.

When you add outcomes, they are in an unsaved state until you save the rule builder. This is indicated with the red text next to each outcome type in the box.

When you see a red triangle next to the outcomes header, that means there are validation errors in the outcome modal that you need to fix before the rule builder can be saved.

Note

If you set up an outcome, you also need a behavior rule in order to trigger the outcome being given. However, you can create behavior rules without outcomes, such as creating maintenance rules to determine whether customers can stay in a given level.

To add or edit your outcomes, click the Edit button. This will open the outcomes modal window.

The outcomes modal is where you configure benefits associated to your behavior rules.

The outcomes modal shows each type of outcome you can configure: offers, points and tags. Details for building out each offer type are described below.

Building Offer Outcomes

The offers outcome tab is where you can assign offers to be awarded to customers when they complete the associated rule builder behaviors. You can issue offers, which makes the offer available to the customer to purchase; or you can auto-purchase an offer for the customer once their point balance reaches a certain threshold.


Issue Offer

To start, you need to enable the ability to issue offers by clicking the Click to enable Issue Offer Outcome button. Once you do that, you’ll be able to configure the issue offer outcome.

Once enabled, you can choose the offers that will be issued to the customer.

The basic sections include:

Rank – The rank specifies the order in which the system applies the various outcomes.

Offers List – This is a list of all the offers in your system, showing some basic information. You can select or deselect the offers to issue with the checkbox. By default the issue quantity is set to 1, but that can be edited by simply typing the quantity you want to issue in the field.

Selected Offer Display – Below the offer list you will see any of the offers you have selected. You can remove an offer by clicking the “x” icon on this tag.

Note

Once you have an offer outcome set up, clicking the Disable Issue Offer Outcome will remove that outcome.

Auto-Purchase Offer

As with issuing offers, your first step is to enable auto-purchase by clicking the Click to enable Auto-Purchase Outcomes button, which will present you with a form to fill out.

Once enabled, you can fill out the details to auto-purchase an offer for the customer.

The sections of the form are as follows:

Rank – The rank specifies the order in which the system applies the various outcomes.

Tip

Rank is important when you have outcomes that build on each other. For example, an outcome to award points for a purchase should have a higher rank than an outcome to auto-purchase an offer, to ensure that it is evaluated first.

Auto-purchase offers – To see the offers you can select for the auto-purchase outcome, click the Modify Offers button at the bottom of the screen. This will display a list of all your offers, allowing you to select the ones to auto-purchase. The quantity defaults to 1 but can be edited in the field provided.

Point amount – Set the value that the offer will cost the customer. The lowest value you can set is 1 point.

Point account – Click the Modify Point Accounts button at the bottom of the screen to see a list of your point accounts. Select the point account you want to use and then click the Save Point Accounts button on the far right to apply your choices.

Tip

If you select multiple point accounts to use, the system will look at each point account and spend points on a “First In, First Out” basis until the total to purchase the offer is met.

Point Balance threshold – Set a point balance that the customer must achieve before the offer is auto-purchased.

Recurrence – By default, the auto-purchase is set up to be infinite, meaning that anytime the customer’s balance reaches the designated threshold, the offer is auto-purchased. To change this setting, click the Change Iterations to Finite button, which will allow you to set a maximum number of times the outcome will be executed.

Note

Once you have an offer outcome set up, clicking the Disable Auto-Purchase Outcome will remove that offer.

Building Point Outcomes

There are two types of point outcomes you can build in the points tab: fixed point and points-per-spend.

The points tab of the offer outcome modal.

Fixed Point Outcome

Clicking the Add New Fixed Point Outcome link will add a form for you to fill in.

The fixed point form on the outcomes modal. You can add as many point outcomes as you need to create the reward you want.

In addition to setting the point value, you need to specify the point source that should award the points and the point account that will receive the points.

If you want one behavior to award points to two separate accounts — for instance, into a spendable point account and into a tier progress point account — you would need to create two fixed point outcomes here.

Rank – The rank specifies the order in which the system applies the various outcomes.

Tip

Rank is important when you have outcomes that build on each other. For example, an outcome to award points for a purchase should have a higher rank than an outcome to auto-purchase an offer, to ensure that it is evaluated first.

Points-Per-Spend Outcome

Clicking the Add New Point Per $ spent Outcome link will add a form for you to fill in.

The points-per-spend form on the outcomes modal. You can add as many point outcomes as you need to create the reward you want.

You need to specify how many points will be awarded for a specific spend amount. For example, every $5 spent will earn 10 points, or every $1 spent will earn 1 point. You need to specify the point source that should award the points and the point account that will receive the points. Finally, you can set a rounding policy, if you want one: always round up, always round down, or round 5 and higher up.

If you want one behavior to award points to two separate accounts — for instance, into a spendable point account and into a tier progress point account — you would need to create two points-per-spend outcomes here.

Rank – The rank specifies the order in which the system applies the various outcomes.

Tip

Rank is important when you have outcomes that build on each other. For example, an outcome to award points for a purchase should have a higher rank than an outcome to auto-purchase an offer, to ensure that it is evaluated first.

Building Tag Outcomes

You can use this outcome to drop a tag on a customer’s profile, and then use that tag for other activities, like building audience lists or targeting a campaign.

The tags tab of the outcomes modal.

Click the Add New Tag Outcome to get started.

The form to add tags an an outcome. You can add as many tags as you need.

Rank – The rank specifies the order in which the system applies the various outcomes.

Attribute Tags – Enter the tag name you want to create and click the Add Tag button. Tags will then appear in a list. You can remove a tag by clicking the “x” icon on the tag.

Expiration – You have the option to set an expiration period for the tag. If you want different expiration periods for different tags simply add each as its own tag outcome. There is no limit to the number of tag outcomes you can create.