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Ashley BrennanAshley Brennan 

Tracking Customer Loyalty Points

Hi all, 

We recently implemented a customer loyalty program that incentivizes customers to have a reference call, provide referrals, work with our team on case studies, provide a quote, etc. Each activity has is allocated a certain number of points. These points can then be traded in for conference passes, trainings, etc. once enough have been accrued. 

We are looking for the best way to record the points earned (and also how they are spent - for example, 400 points were cashed in for a conference pass, resulting in a new total of X). There must be a simpler way to do this instead of using Excel. 

Any ideas? 

I see how we could create a formula but wasn't sure if anyone else has done this or had any recommendations. 

Thank you!
Best Answer chosen by Ashley Brennan
Nick PaivaNick Paiva
There could be many ways to accomplish that, depending on the use case.

But one way that came to mind is creating a new object, and giving it the master-detail relationship with the contact.

The object is Loyalty Points.

The record details if there should be a positive or negative loyalty point value. Also where it came from (positive would show if it came from case studies and such, whereas negative would show what they purchased).

You could then create a separate tab on the contact record for the related list. Using a third-party app exchange called Sortable Grids, you could even create three related lists under that tab: all transactions, positive transactions, negative transactions.

Because it's a master-detail, you can then do a rollup summary.

User-added image
User-added image

My example is bare bones--you can make this as deep and sophisticated as you need. One way to keep things clean would probably be to have two record types: positive and negative transactions. 

Also, depending what's triggering these points to be earned and used, it could probably be connected to SF and done automatically (and then cool automations done behind the scenes, like trigger an email to the account team owner when a contact reaches X amount of points, so they can reach out to the member with ways to spend it.

All Answers

Nick PaivaNick Paiva
There could be many ways to accomplish that, depending on the use case.

But one way that came to mind is creating a new object, and giving it the master-detail relationship with the contact.

The object is Loyalty Points.

The record details if there should be a positive or negative loyalty point value. Also where it came from (positive would show if it came from case studies and such, whereas negative would show what they purchased).

You could then create a separate tab on the contact record for the related list. Using a third-party app exchange called Sortable Grids, you could even create three related lists under that tab: all transactions, positive transactions, negative transactions.

Because it's a master-detail, you can then do a rollup summary.

User-added image
User-added image

My example is bare bones--you can make this as deep and sophisticated as you need. One way to keep things clean would probably be to have two record types: positive and negative transactions. 

Also, depending what's triggering these points to be earned and used, it could probably be connected to SF and done automatically (and then cool automations done behind the scenes, like trigger an email to the account team owner when a contact reaches X amount of points, so they can reach out to the member with ways to spend it.
This was selected as the best answer
lorensi lorenlorensi loren
To Measure Customer Loyalty:-
  • Share of wallet. This is an often overlooked measure but it will reveal the 'true' loyalty of your customers. ...
  • Customer Lifetime Value. ...
  • Sales per customer. ...
  • Active Customer Volume. ...
  • Visit Frequency. ...
  • Recency. ...
  • Spend per Transaction. ...
  • Retention Rate.
see: https://www.westendpress.org/chegg-free-trial-accounts/
Jeo MaraJeo Mara
To Measure Customer Loyalty:-
Share of wallet. This is an often-overlooked measure but it will reveal the 'true' loyalty of your customers. ...
Customer Lifetime Value. ...
Sales per customer. ...
Active Customer Volume. ...
Visit Frequency. ...
Recency. ...
Spend per Transaction. ...
Retention Rate.
Source: https://somnio360.com/textsheet-alternative/