The Intricacies of Loyalty Program Design

Enrollment and Participation

In Half 1 of this 3-part collection we surveyed the significance of bringing focus and readability to your targets and articulating a differentiated worth proposition.

Now, we flip our consideration to some finer factors of program design by tackling these two areas:

  • Eligibility and Enrolment
  • Membership and Renewal

What are a very powerful concerns and what questions will you face in making selections in these areas of loyalty program design?


Who’s eligible to turn out to be a member of your program could be very carefully intertwined along with your program targets and technique.

Right here’s the primary choice you will need to take relating to ELIGIBILITY – Is this system inclusive or unique – or someplace in between? It is a strategic choice that the model must take.

  • If you’d like your program to be INCLUSIVE, then you will have an eligibility criterion that states that anybody who buys can turn out to be a member.
  • In case you do need to have a much less inclusive program, the subsequent step is to set a THRESHOLD that’s straightforward to grasp and talk.

Program entry thresholds are most frequently set primarily based on:

  1. Worth spent in a specified interval (usually 12 months however it might rely on the class)
  2. Frequency of transaction in a specified interval
  3. A mix of the above – worth and/or frequency.

The essential issue right here is that eligibility standards should be clear and clear.


How do you enroll members into your program? No matter strategies you utilize, no matter processes you comply with, guarantee they’re easy and don’t require the shopper to leap by way of hoops. Maintain enrollment versatile while guaranteeing authorized compliance.

Auto or Solicited

Members might be auto enrolled or solicited for enrollment. There are authorized implications of Auto Enrollment that you simply want to remember – extra so in case your program has a forex.

Channels of Enrollment

Use a number of channels in tandem so that there’s selection. On-line enrollment is a must have possibility for lately. And social enrollment (by way of social media channels) is a rising technique as effectively.

Monitor the channel of enrolment as a way to later establish which has proved probably the most environment friendly, the best, which gave you probably the most numbers and so forth.

Knowledge Collected

Use enrollment as a possibility to gather buyer information – particularly essential in case you are constructing a database from scratch. It is very important categorize information as MANDATORY, NEED TO KNOW AND NICE TO KNOW. This ensures you retain enrollment easy and simple by accumulating solely obligatory information on the level of enrollment. Use future factors of contact to fill in on the “must know” and “good to know.”


Free or Price

The primary choice level when it comes to membership is whether or not membership is FREE or there might be a FEE charged. It is a strategic choice to be made and closely linked with this system targets.

As with all selections, there are execs and cons to contemplate.

Membership price charged by packages is usually offset by speedy supply of worth to the member that makes the equation seem enticing.

Some packages have a hybrid possibility of free and paid membership – the paid membership is for an elevated set of advantages.

Different Membership Choices

A set of different selections that should be taken on membership embrace:

  1. Who’s the membership entity – particular person, family, enterprise unit?
  2. What’s the membership identifier? Cell, electronic mail, membership quantity?
  3. Are you going to have a membership card?
  4. Are you going to have HOUSEHOLDING OF MEMBERSHIP? Householding is when all forex earned by all of the members of the family is pooled right into a central family account. This permits for better cumulative velocity of incomes.
  5. How lengthy is the membership legitimate for?


Linked to membership validity are the phrases for membership renewal. To be able to guarantee authorized compliance – and likewise to separate the wheat from the chaff (enhance program metrics and exercise ranges) – membership renewals are an essential course of to comply with. Members who’re much less concerned, inactive, low customers and so forth will have a tendency to not renew and this in the end improves the general well being of the member base.

There might be auto-renewal of membership for lively members – and this might be constructed into this system T&Cs. This reduces course of and administrative hassles to an amazing extent.

Renewal phrases could also be set to simpler thresholds than eligibility phrases in order to attenuate excessive leakage of membership.

The important thing rules to comply with to outline eligibility, drive enrollment, set membership guidelines and inspire renewals are:

  • Maintain it easy
  • Guarantee transparency and readability

And all the time hold your targets in thoughts

Concerning the Creator

Mala Raj is a Licensed Loyalty Advertising and marketing Skilled™ and college member of the Loyalty Academy™. A Administration post- grad from IIM Bangalore, she is an skilled loyalty advertising practitioner having labored for over 20 years within the area throughout shoppers, audiences, and verticals.

Mala has designed lots of the profitable loyalty packages operating in India immediately. She has authored analysis on Loyalty in addition to been a jury member for Loyalty Advertising and marketing awards in India and internationally. She might be reached through and +919821041171.

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