The Tiers Module is where you can create, modify and manage your tier systems. You have the ability to assign tier-based benefits to customers who have shown their loyalty by engaging with your platform. The more customers engage and support your programs, the better they are rewarded.
Creating a Tier System
In order to allow for A/B Testing, the Tiers Module supports the ability to create up to five different tier systems.
Within the Manage tab, a new tier system can be created by selecting the Add Tier System link.
As you create additional tier systems, the color scheme of your new tier system will change as a visual aid to help differentiate between systems.
Set Tier System Parameters
Upon adding a tier system, a modal window opens that allows you to name your tier system and assign it an external ID.
The fields for system parameters include:
Name – Internal facing name provided to the tier system that helps the platform user identify the tier system throughout the module.
External ID – Identifier used by external systems to reference the tier system.
Set Tier System Details
Once the new tier system is created, its system details can be configured by selecting “Edit” from within the Manage tab. These details include the initial tier system parameters, along with the capability to determine when/if customers are demoted from their current tier when they do not meet the maintenance rules specified within the reset timeframe.
Tier system details allow you to configure the following details:
Status – Status indicator display if the current tier system is active. The status can be toggled from “Active” to “Inactive” by selecting the checkbox.
Be aware that activating a tier system has no practical impact until customers have been associated with the system. It is a live but empty tier system. This customer association process can be done by adding a designated attribute to specific customer records. These can be applied by sending the specific attribute to SessionM through the Customers API.
Enable Reset – Enforces the tier maintenance criteria if selected. Customers are required to perform certain behaviors (defined in maintenance rules below) to avoid being demoted from a given tier.
Next Reset – If “Enable Reset” is checked, the date of the next reset and the related maintenance criteria determine if a given customer should remain in the tier or be demoted to a lower one.
Repeats – This value determines the cadence at which the maintenance criteria run. For example, if set to “monthly,” the Next Reset date adjusts one month after that reset is performed. Repeat options are “Yearly” and “Monthly.”
If the Enable Reset box is not checked, the Next Reset and Repeats fields will not be available.
Add Tier Levels
After defining the tier system level details, you are able to configure the individual tiers. After clicking the Add Tier Level button, the platform user is prompted to name the tier level.
Once a new tier level has been added, you can define the tier benefits, maintenance criteria and advancement criteria. These benefits and criteria are defined in terms of points.
Configure Tier Benefits
The only benefit type that is currently configurable through the Tiers Module is a tier multiplier, which is used to reward customers additional points based on what they earn in your program. For example, a customer watches a video and is typically awarded 15 points. If they are in the bronze tier and the tier multiplier is 1.5, then they earn an adjusted value of 22 points.
After applying the multiplier, if the resulting number contains a decimal place, it is dropped from the final point total.
If a change is made to existing tier multiplier settings, your customers’ point balances remain unchanged at that time. Instead, the new multiplier is applied for all transactions moving forward. The multiplier defaults to 1.0 and can never be set lower.
Configure Maintenance Rules
When creating or editing a tier system, maintenance rules refer to the minimum criteria a customer must meet in order to remain “safe” in their current tier at the time of the reset. The maintenance point value is what a customer must earn between each reset period in order to remain in their current tier and not drop down a level.
The maintenance point amount can never be more than the advancement point value, as explained below.
Configure Advancement Rules
When creating or editing a tier system, advancement rules define what is needed for your customers to advance to the next tier in your program. Currently, all advancement rules are based on points. For example, if a customer needs to earn 1,000 points in the first tier level to reach the second tier, then the advancement rule for the first tier is set to 1,000.
The advancement field can never be left blank, and it should always be greater than the active tier’s maintenance points.
Participating Digital Properties
A list of participating properties can be viewed and managed through the Participating Digital Properties link found at the top of the Tiers Module.
The Digital Properties Module is where you define each digital property within your ecosystem that you want to integrate with the SessionM Platform.
In the Tiers Module, you have the ability to assign property multipliers that provide an additional multiplier benefit to a customer earning points in that specific digital property. These property-level multipliers are optional.
Editing a Property
Select the Edit button in the top right corner of the screen to make changes to property-level multipliers.
Property-level multipliers, just like tier multipliers, can never be less than 1. All digital properties in your ecosystem automatically default to 1 so as not to affect any of your tiers or benefits.
Changes made in the Participating Digital Properties tab take place immediately and are not retroactive.
All changes made do not affect customer earning that has taken place in the past, and their historical balance is not recalculated to reflect the change.
Manage And Edit Tiers
Within the Tiers Module, the Manage tab allows you to view all of your current tier system settings, modify those settings, add additional tiers or add a new tier system for testing purposes.
View/Edit Tier System Details
As detailed in a
View Tier Summary
The Summary section gives you a quick, easy-to-read overview of the current standing of your tier system, including the ability to see how other “Participating Digital Properties” might be affecting a customer’s overall multiplier.
In the Participating Digital Properties dropdown, you can see all digital properties set up within your ecosystem. If an additional “App Multiplier” is associated with any of these properties, it is displayed in the Summary section of the Manage tab. For example, if your bronze tier multiplier is 1.5, and it is multiplied using an app multiplier of 2, the effective multiplier for a customer within that digital property is 3.
Saving And Editing Tier Level(s)
Editing your tier systems is simple. When the Edit button is clicked, you can immediately edit the entire Manage tab, including all elements of the Tier Levels and Tier System Details sections.
When making edits to the Tier Level Details section, you must assign a time for the changes to take place. In this situation, you are presented with a modal window asking you to select a date and time range for pushing these updates to production. This feature has been included so that you can determine when changes that affect your customers should occur, allowing you to warn them accordingly.
Tier Performance Reporting
The Performance tab is where you can compare performance metrics between tier systems directly, diving in to see specific tier system data on tier levels and the number of customers who meet the maintenance rule within their particular tier.
If you’ve created a program with more than one tier system, a link directing you to All “Tier Systems” appears. This is where you can flip between a line or bar chart view that shows up to three months of data for each tier system.
By selecting individual tier systems, you can see a breakdown of the current tier composition. You can select Growth or At-Risk Users. You can also see a snapshot of the current tier system breakdown to the left of the charts.
Tier Composition – Growth
The Growth line chart shows you tier composition over the last six months. You also have the ability to select or deselect specific tiers in order to display specific tiers at a given time.
Tier Composition – At Risk Users
The At-Risk Users chart displays a snapshot of the current composition of customers within each tier.
At Risk – A customer who is “At-Risk” has yet to meet his current tier’s maintenance rule. Therefore, this customer is at risk of falling back to the previous tier when a system-wide reset takes place.
Safe – A customer who is “Safe” has met the tier’s maintenance rule and is not moved to a lower tier at the time of the reset. The lowest tier does not have maintenance rules and therefore contains no “At-Risk” users within the tier.