Introduction

Loyalty programs often encounter the difficulty of rekindling interest among inactive members. The "Activity-Based Member Status" functionality is crafted to tackle this challenge. It empowers loyalty program administrators to identify and classify inactive members in a tailored manner that aligns with the unique requirements of their program. Administrators can define up to five distinct levels of inactivity, each accompanied by specific criteria. These criteria serve as benchmarks to evaluate a member's engagement level with the loyalty program. By offering this feature, a customized approach is provided for comprehending and overseeing member activity, facilitating more precise and effective reactivation strategies.

Navigation: Additional Loyalty Settings > Loyalty Member Management

To employ the Activity-Based Member Status feature within your loyalty program, simply go to the "Additional Loyalty Settings" section. In this area, locate the "Loyalty Member Management" tile, where the feature is situated. For websites with the multi-template summary feature activated, the Activity-Based Member Status can be directly accessed in the main configuration space. This centralized location applies universally to all templates, streamlining the management of member statuses across various program structures for convenient and consolidated control.

                        Loyalty Member Management within Additional Loyalty Settings

                   Loyalty Member Management in Sites with Multi-Template Summary Enabled

Configuring Activity-Based Membership Status:

When you access the "Loyalty Member Management" settings, you will encounter an option to enable the activity-based membership status. Turning on this toggle reveals additional configuration options. As a loyalty program administrator, you can use this interface to establish various membership status milestones.

For every milestone, you have the capability to:

1. Set Criteria: Define the conditions that members must satisfy to fall under each status.
2. Assign Status: Specify the particular status to be given to members meeting these criteria.
3. Points Outcome (Optional): Optionally, you can allocate a points outcome for members falling into these categories.

These settings provide a customizable approach to delineate member inactivity statuses and implement reactivation strategies within your loyalty program. It's crucial to note the alterations to the User API when the activity-based member status feature is activated. Once activated:

• The 'status' parameter in both GET and POST methods of the User API becomes uneditable through the API.
• The loyalty member's status, calculated based on their activity, will be automatically reflected in this 'status' parameter.

This implies that any manual edits or updates to the 'status' parameter via the User API are not possible, as the system takes charge of assigning and updating member statuses based on their engagement activities within the loyalty program. This automation ensures consistency and accuracy in portraying each member's current engagement level. Furthermore, the GET User API will display a new parameter, 'activityBasedStatus,' along with subsequent member statuses; more details on this are provided later in this document. After activating the parent setting for the activity-based member status, you can initiate the setup of your initial milestone. To proceed, click on the "Add Milestone" button, opening a popup window where you can configure the specific details of the milestone.

Add Milestone

To establish a milestone in the Activity-Based Member Status feature, follow these steps:

Define Criteria for Member Status:

1. Evaluation Timeframe (in days):
   • Input the number of days for the look-back period during which the system assesses a member's activities.
2. Evaluation Based On:
   • Choose how the criteria are applied.
     • All Conditions: Members must meet all set criteria for the milestone.
     • Any Condition: Members satisfy the criteria if they fulfill at least one of the conditions.
3. Set Specific Criteria:
   1. Action Performed:
      • To gauge if a loyalty member has engaged by performing a specific action, select “Action Performed.”
      • Specify a particular action or use the "All Action" option from the “Detail” dropdown to consider all actions.
      • Set the "Minimum Threshold" to define the minimum count of actions within the defined timeframe.
        Note: The system excludes certain activities from being set as individual action conditions, including Points expiration, Opt-out deduction, Return, and Redemption credit.
   2. Purchase Amount:
      • To evaluate a member's spending, choose "Purchase Amount" as the criterion.
      • Indicate the spending amount in the "Minimum Threshold" field to set the spending criteria.
4. Assign Status for Non-Compliant Members:
   • Choose a status for members not meeting the minimum thresholds for the set conditions.
   • Note: "ACTIVE" is not recommended as a status, as it is reserved for members not falling into any defined statuses by the Activity-Based Member Status feature.

1. Choose an Outcome (Optional):
   • Each milestone allows an optional setting for adjusting a member's points balance due to inactivity.
   • Enable Points Outcome to apply a points deduction for members reaching a status due to inactivity.
2. Define Points Deduction Method:
   • Deduct All Outstanding Points: Zeroes out the member's points balance upon reaching the specified status.
   • Deduct a Percentage of Points: Removes a specified percentage of the member's points balance.

When a member attains the defined status, the set points outcome is automatically applied, recorded as a transaction in the member's account with Action ID 192: Member Inactivity Points Deduction.

The "Any Actions" condition can only be chosen once; it cannot be added multiple times. Additionally, the following actions should be excluded from consideration: points expiration (106), opt-out deduction (108), return (148), redemption credit (154).

Managing Milestone Definitions

Updating Milestone Definitions

• After configuring the conditions, you can view the list of milestones that have been established, which subsequently determine the member's status.

The Activity-Based Member Status feature supports up to five unique milestone configurations. These configurations are presented to program administrators in an intuitive manner, providing straightforward options to edit or delete specific milestones as needed.

• Administrators possess the flexibility to both view and modify each milestone. This encompasses the capacity to fine-tune criteria, adjust outcomes, or entirely remove a milestone if it no longer aligns with the program's objectives.

The ability to edit and delete milestones is active only after all members are assessed for their respective statuses.

• The details of each milestone are presented in a clear, text-based format. This format is intentionally designed to mirror the visual layout observed in the user interface (UI), ensuring that administrators can effortlessly correlate the textual information with the visual elements.
• This textual representation serves the purpose of providing a comprehensive and understandable summary of each milestone's settings. It includes criteria for member status, points deduction options, and any other configured parameters.

Upon clicking the save button, a scheduled job is initiated to calculate the status of members currently present on the site.

Audit Logs

• Changes made to the milestone configurations can be retrieved from the audit log icon.

When the Activity-Based Member Status feature is activated, and milestones are defined for a site, the system undertakes several critical processes. These processes ensure that member statuses in the loyalty program are always current, accurately reflecting each member's level of activity and engagement.

1. Initial Calculation Job:
   • The system initiates a calculation job to assign activity-based milestones to all loyalty members.
   • The duration of this job varies based on the number of interactions, the total number of loyalty members, and the complexity of the criteria defined in the milestone settings.
2. Notification to Administrators:
   • The administrator who initiates this job receives email notifications at both the start and end of this process. This ensures that administrators are kept informed about the progress and completion of the member status calculation.
3. Re-Calculation for Milestone Updates:
   • If any milestone configurations are updated, a similar processing job is triggered to recalculate the statuses of all loyalty members.
   • Given the impact of these recalculations, it is strongly recommended that administrators carefully consider their objectives and the implications of any edits to the milestones.
4. Continuous System Updates:
   • The system is designed to constantly update loyalty members' statuses. It does so every three minutes, checking for new activities and determining if the members engaging in these activities qualify for a new status as defined by the rules of the feature.

Impact on API and Reporting

Impact on User API

Enabling the Activity-Based Member Status feature on a site brings significant changes to the User API, specifically affecting the POST, PATCH, and GET methods:

• POST and PATCH Methods: Any values submitted in the 'STATUS' parameter of the POST and PATCH user API methods will be ignored. This change is due to the system automatically managing member statuses based on the defined activity-based criteria.
• GET Method: The GET user API method will display the current status of a loyalty member in the existing 'STATUS' parameter. A new parameter, 'activityBasedStatus', is introduced. This parameter will show upcoming statuses for the member based on their recent activities and the defined activity-based milestones.

Example Response:

{
"siteId": "124124", 
"id": "4000001",
"status": "Active",
....
....
"activityBasedStatus": [
    { 
       "milestone": 1,
       "nextStatus": "Dormant", 
       "statusDate": "2024-02-02"
    }
  ]
}

In this example, the 'status' field shows the current loyalty status of the member, while 'activityBasedStatus' provides insight into their potential next status.

Impact on Member Report

A new column is presented in the Member Report to show the member’s current activity based status when the feature is enabled.