A complete platform called loyalty management enables both B2B and B2C businesses to develop intelligent, distinctive customer experiences. Loyalty Management, which is based on the dependable Salesforce platform, provides companies in any sector the freedom to customize their application to meet their particular needs. In today’s blog post, I will be discussing the Tier Model in detail.

I have published blog posts covering the basics of Loyalty Management and how to do the setup. You can find those two blog posts here –

• Introduction to Salesforce Loyalty Management
• Setup Loyalty Program in Salesforce

What is Tier Group?

Setting up qualifying points is one method of gauging member engagement. For a variety of tasks that members complete as part of the loyalty program, qualifying points are given. Members can be grouped according to their qualifying points using tier groupings. A tier group has qualifying points linked with it. To determine which members of a tier group are the most valuable, use qualifying points. There can be more than one qualifying points in a loyalty program.

Key Elements of Tier Group

Here are the key elements of a Tier Group

• Tier Model 
• Tier Period
• Qualifying Period
• Extend Expiration

In today’s blog, I will be discussing these key elements in detail.

Tier Model

This indicates the start date of the qualifying period i.e. from which date members will start getting the points. Tier groups can be one of two types: Fixed model or Anniversary model. Let’s understand both of them

Fixed Tier Model

The qualifying period for all loyalty program members starts and ends on pre-defined dates. At the end of the period, all member’s qualifying points will be reset to 0.

Anniversary Tier Model

The qualifying period starts when the member joins the loyalty program and ends on the member’s enrollment anniversary. Anniversaries can be counted in months or years.

Tier Period

This is the period after which a tier assessment is done to determine whether a member is eligible for tier change. Tier period along with Extend expiration defines the expiration date for a tier.

Qualifying Period

It defines the cycles of tier recognition. After the qualifying period, the member’s point balance will reset to zero.

Extend Expiration

It allows to postpone the end of tier period till the last date of the month, the same date as qualifying point reset date or a member’s annoversary date.

Example – 1 (Fixed Tier Model)

In the above example, it’s a Fixed Tier Model without any extension. So every year on 31st December, the tier will be assessed for a downgrade or a requalify. Also, the Qualifying Points Reset Frequency defines that points reset every 1 year (which is defined in the Qualifying Points Reset Period). 

Example – 2 (Fixed Tier Model)

In the above example, it’s a Fixed Tier Model with an extension Till End of Month. In this example, if a member attains Gold tier on 18th January 2022, then he will be assessed for downgrade of requalify again on 18th January 2023. But by enabling the extension Till End of Month, member can retain the Gold tier until the last date of the month i.e. 31st January 2023.

Example – 3 (Fixed Tier Model)

In the above example, it’s a Fixed Tier Model with an extension Qualifying Points Reset Date. In this example, if a member’s Gold tier is set for expiry on February 10, 2021 and the qualifying points reset on January 26th every year. If Extend Expiration is enabled until the qualifying points reset date, the tier downgrade process also runs on the same date as the qualifying points reset date, that is, January 26th, 2020, and then again on January 26th, 2021.

Example – 4 (Anniversary Tier Model)

In the above example, it’s an Anniversary Tier Model with no extension. So if a member joins the program on say 23rd January 2022, then on the anniversary date (it’s yearly anniversary mentioned in Period Duration Type field), i.e. 23rd January 2023, he/she will be assessed again for downgrade or requalify.

Example – 5 (Anniversary Tier Model)

In the above example, it’s an Anniversary Tier Model with an extension Till End of Month. In this example, if a member join the program and attains Gold tier on 18th January 2022, then he will be assessed for downgrade of requalify again on 18th January 2023. But by enabling the extension Till End of Month, member can retain the Gold tier until the last date of the month i.e. 31st January 2023.

Example – 6 (Anniversary Tier Model)

In the above example, it’s an Anniversary Tier Model with an extension Member Enrollment Anniversary. If a member’s anniversary falls on May 10, 2020, the member is in the Gold tier and slated to expire on July 1, 2021. If Extend Expiration is enabled until the member anniversary, the qualifying points reset on May 10, 2021 and again on May 10, 2022, when the member is evaluated for downgrade from Gold tier. In this example, the anniversary date falls after the actual tier expiry date.

Next Steps

In my next blog, I will be discussing in more detail about Currencies. Please subscribe to my blog to get updates about all my upcoming posts.

Additional Resources

• Loyalty Management Admin Guide
• Data Processing Engine
• Batch Management
• Decision Table
• Loyalty Management Developer Guide

Disclaimer

This article is not endorsed by Salesforce or any other company in any way. I shared my knowledge on this topic in this blog post. Please refer to Salesforce Help for the latest information.