Loyalty¶

engagement loyalty

Members can be enrolled, earn points and benefits, and redeem rewards across channels.

Manages the transactional layer of the loyalty programme: member enrolment, points accrual on purchase, points redemption at checkout, benefit calculation, and tier upgrade evaluation. Provides real-time loyalty status to basket management, checkout, and clienteling capabilities so that members receive the correct benefits at every touchpoint.

Overview¶


ID	`loyalty`
Domain	loyalty
Classification	`engagement`
Actors	`customer`, `store-associate`, `system`
Services	5
Events	11
Processes	4
Applications	1

Services¶

ID	Name	Description
`enroll-member`	Enroll Member	Enrolls a customer in the loyalty programme, creating a loyalty account and issuing a member ID.
`calculate-points`	Calculate Points	Calculates the points to be earned for a transaction based on accrual rules, purchase value, and product category.
`issue-points`	Issue Points	Credits the calculated points to a member's loyalty account, updating the balance and issuing a points-issued event.
`redeem-points`	Redeem Points	Debits a specified number of points from a loyalty account as a payment instrument or reward redemption.
`calculate-benefits`	Calculate Benefits	Evaluates the member's tier and active promotions to determine applicable benefits (discounts, free shipping, gifts).

Events Emitted¶

Event	Subject	Description
`loyalty-member-enrolled`	``	A new customer was enrolled in the loyalty programme.
`loyalty-points-calculated`	``	Accrual points were calculated for a qualifying transaction.
`loyalty-points-issued`	``	Calculated loyalty points were credited to a customer's loyalty account.
`loyalty-points-redeemed`	``	Points were redeemed by the customer against a transaction.
`loyalty-benefits-calculated`	``	Tier benefits applicable to the customer were evaluated and determined.
`points-issued`	``	Loyalty points have been issued to a member's account based on a qualifying purchase.
`points-redeemed`	``	Loyalty points have been redeemed by a member against a basket during checkout.
`customer-communication-sent`	``	A marketing or transactional communication (email, SMS, push) has been sent to a Customer.
`loyalty-card-activated`	``	A loyalty card (physical or digital) has been activated and linked to a member account.
`loyalty-points-accrued`	``	Loyalty points have been credited to a member account following a qualifying transaction.
`loyalty-points-earned`	``	Loyalty points were awarded to a member account following a completed purchase, updating the balance.

Processes¶

Process	Name	Classification
`checkout`	Checkout	transactional
`loyalty-enrollment`	Loyalty Enrollment	engagement
`customer-registration`	Customer Registration	engagement
`loyalty-tier-upgrade`	Loyalty Tier Upgrade	management

Applications¶

Application	Name	Tier
`loyalty-platform`	Loyalty Platform

Lifecycle¶

Lifecycle	States	ID
Loyalty Member Lifecycle	7 states	loyalty-member-lifecycle

Metrics & KPIs¶

Metric	Alias	Unit	Direction
Customer Lifetime Value	CLV / LTV	currency	↑
Customer Retention Rate	CRR	percentage	↑
Loyalty Enrollment Rate	LER	percentage	↑
Loyalty Redemption Rate	LRedR	percentage	↑

Touchpoints¶

Touchpoint	Type
💻 Web Store	Digital
💻 Mobile App	Digital
🏪 Physical Store	Physical
🏪 Self-Service Kiosk	Physical
🤝 Call Centre / Customer Service	Assisted
🏪 Clienteling Tablet	Physical
🏪 SoftPOS Device	Physical

Validation Rules¶

Rule	Type	Applies To	Severity
`checkout-requires-active-basket`	`pre-condition`	`checkout`	invariant
`checkout-requires-active-product`	`pre-condition`	`checkout`	invariant
`loyalty-enrollment-requires-no-existing-account`	`pre-condition`	`loyalty-enrollment`	invariant
`customer-registration-requires-no-duplicate`	`pre-condition`	`customer-registration`	invariant
`issue-points-requires-closed-order`	`pre-condition`	`issue-points`	constraint
`checkout-creates-order`	`post-condition`	`checkout`	invariant
`checkout-clears-basket`	`post-condition`	`checkout`	invariant
`loyalty-enrollment-creates-member`	`post-condition`	`loyalty-enrollment`	invariant