[Retention & lifecycle]() / [Use cases]() / [Loyalty benefits]() [How it works]() [What you get]() [Scope]() [Start a review]() [Retention & lifecycle]()[Owners & loyalty]() # Make loyalty benefits clear, and the ledger right. A member can see what they’ve earned, what it buys and when it ends, and finance can see what each reward costs. [Start with a retention review]() [How it works]() Fernway Outfitters Dec 20 You’ve earned $10. Use it on any Merino crew or Trail pant by January 31. After you use it, your balance will be $0. Merino crewNavy · M · $98 · $10 off Use my $10 Benefit, eligible products and expiry in one message The explainer a member gets: what they earned, what it buys and when it ends. ## Sound familiar? - Members can’t tell what their points are worth. - A reward applied at checkout leaves the wrong balance. - Finance learns what the program costs when the quarter closes. Rewards that confuse customers don’t change what they buy, and the liability still builds on your books. ## What changes. ShowTodayWith the engine The offer Points, tiers and rules to decode One earned benefit: what it is, what it buys, when it ends Redemption Codes pasted in at checkout Applied, with the new balance shown The cost Found when the quarter closes On a ledger finance reads every week Judging it Members enrolled Extra orders, after rewards and returns ## How it works. 5 steps, 4 stages. - AI**1** - Rules and automation**2** - Your team**2** - Approval 1. 1 Define 1. Your team Approval ### Agree what a reward is worth Finance, product and CRM settle the benefit, who qualifies and what it costs. 2. 2 Explain 1. AI ### Explain it in the member’s terms Writes the benefit explainer from the rules: what they earned, eligible products and the expiry. 3. 3 Redeem 1. Rules and automation ### Apply it and show the balance The reward applies at checkout, and the balance afterward matches the ledger. - Smile - Shopify 4. 4 Reconcile 1. Rules and automation ### Reconcile the ledger Rewards issued, redeemed and expired are tallied against what finance has booked. - Smile - Shopify 2. Your team ### Review what rewards earn Each reward is judged on extra orders after its cost, not on members enrolled. Each review adjusts the benefits ## What you get. Real work, every week. Reward ledger Q4 Reward Issued Redeemed Still owed $10 after a second order 1,200 410 $7,900 $5 birthday reward 900 180 $3,600 Total 2,100 590 $11,500 The reward ledger finance reads: issued, redeemed and still owed. Benefit check · $10 reward - What they earned - Which products qualify - When it expires - Balance after redeeming Fix in progress The check every benefit passes before it goes to members. ## How you’ll know it’s working. 1. Extra orders after reward cost The only version of “loyalty works” that counts: orders that wouldn’t have happened, after the reward and returns. 2. Redemption friction Members who start to redeem and stop show where a benefit is hard to use. 3. Reward liability What you owe in unredeemed rewards, kept in step with the ledger finance books. Baselines agreed before we build. ## Works with what you have. Loyalty - Smile Commerce - Shopify - Recharge Email & SMS - Klaviyo We configure first Smile or your subscription tool’s rewards already track points and redemptions. We start with how clearly they’re explained. We build when Balances, redemptions and finance’s ledger disagree, or the benefit needs rules the app can’t express. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A one-page benefit definition agreed with finance - Benefit explainers in email and the account - Redemption that shows the right balance afterward - A reward ledger finance can read ### We start from - Loyalty platform data - Order, refund and discount data - Finance’s current liability view ### From your team Owner Head of ecommerce, with finance Involves - Lifecycle - Finance - Digital product ## Questions teams ask. Do we need a loyalty program at all? Not necessarily. Rewards earn their place when they change what customers buy. We test that before redesigning anything, and a recommendation to leave the program alone is a valid outcome. Is this a rewards redesign? Not by default. We start with whether members understand what they have, and whether balances and the ledger are right. A redesign comes second, and only if the numbers justify it. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your head of ecommerce, with finance. We can keep running it with you, or step back. How do we start? Usually with a retention review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your retention engine. One of 12 use cases, in 6 parts. [See the whole retention engine]() 1. [Second orders **3**]() 2. [Subscribers **3**]() 3. [Contact that fits **1**]() 4. [Owners & loyalty **2**]() 5. [Lifecycle production **1**]() 6. [Proof & decisions **2**]() In owners & loyalty - [**Ownership onboarding**Turn new owners into confident users]() - **Loyalty benefits**You’re here Works with - [**Retention proof**Prove which messages and discounts earn their cost]() - [**Lifecycle diagnosis**Explain why email and SMS revenue moved]() See it at work - [**Also in**Finance & business intelligence]() - [**Also in**Digital commerce & conversion]() ## Make rewards worth having. Start with a retention review. [Start with a retention review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/loyalty-benefits/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)