Loyalty Tier Upgrade¶
A customer's loyalty standing is reviewed after new qualifying activity and may be promoted to a higher tier such as Bronze, Silver, or Gold. The scenario covers eligibility evaluation, profile updates, customer notification, and activation of new benefits.
| Domains | loyalty · customer |
| Actors | customer · system · customer-service |
| Process | Loyalty Tier Upgrade |
| Capabilities | 4 |
| Steps | 6 |
| Events | 6 |
| Lifecycles | 2 |
| Min UCMI | 2.4 |
⚙️ Step-by-Step Flow¶
| # | Step | Actor | Lifecycle | State Change | Event |
|---|---|---|---|---|---|
| 1 | Identify qualifying member | system | customer-lifecycle |
active → active | customer-identified |
| 2 | Evaluate threshold achievement | system | loyalty-member-lifecycle |
active → eligible | loyalty-points-earned |
| 3 | Calculate upgraded benefits | system | loyalty-member-lifecycle |
eligible → upgraded | loyalty-benefits-calculated |
| 4 | Update customer tier profile | system | customer-lifecycle |
active → active | customer-profile-updated |
| 5 | Notify member of promotion | system | loyalty-member-lifecycle |
upgraded → active | customer-communication-sent |
| 6 | Activate digital card and privileges | system | loyalty-member-lifecycle |
active → active | loyalty-card-activated |
⚡ Event Sequence¶
customer-identified → loyalty-points-earned → loyalty-benefits-calculated → customer-profile-updated → customer-communication-sent → loyalty-card-activated
🔄 Lifecycles Involved¶
🧩 Capabilities Required¶
| Capability | |
|---|---|
loyalty |
Loyalty |
loyalty-management |
Loyalty Management |
customer-profile |
Customer Profile |
customer-identity |
Customer Identity |
🖥️ Application Coverage¶
Applications that implement the capabilities required by this scenario.
| Capability | Implementing Applications |
|---|---|
loyalty |
Loyalty Platform |
loyalty-management |
Loyalty Platform |
customer-profile |
Clienteling App · CRM |
customer-identity |
POS · eCommerce Platform |
📊 Readiness by Profile¶
Capability readiness across assessment profiles.
| Profile | Capabilities Met | Avg Score | Ready? |
|---|---|---|---|
| Acme Electronics | 2/4 | 1.0 | ❌ |
| BuildPro Trade | 2/4 | 1.2 | ❌ |
| Flash Delivery | 1/4 | 0.8 | ❌ |
| Luxe Maison | 3/4 | 2.2 | ❌ |
| Metro Fresh Group | 2/4 | 1.5 | ❌ |
| Stella Fashion Group | 3/4 | 1.8 | ❌ |
| Reference Tier 2 Non-food Retailer | 3/4 | 2.0 | ❌ |
✅ Preconditions¶
- Loyalty programme defines tier thresholds and benefit rules
- Qualifying spend or points have been posted to the member account
- Customer identity and loyalty account are linked correctly
- Channels consuming loyalty status can refresh tier changes promptly
🎯 Success Criteria¶
- Eligible members are upgraded without manual review in standard cases
- Updated tier is visible consistently across app, web, POS, and service tools
- New benefits are activated immediately or at the configured effective time
- Customer receives clear communication about the change and resulting privileges
⚠️ Failure Modes¶
- Qualifying transactions post late and member is upgraded after expectation window
- Customer profile and loyalty account are not linked, preventing propagation of new tier
- Benefit activation succeeds in one channel but not others
- Member disputes the threshold calculation and requires support intervention
UCMI Requirements¶
Minimum UCMI Score: 2.4
| Capability | Minimum Level |
|---|---|
loyalty |
🟠 2 |
loyalty-management |
🟠 2 |
customer-profile |
🟠 2 |
customer-identity |
🔴 1 |
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