RetailIQ CRM

Loyalty Creation Guide

Introduction :

In the Retail IQ CRM platform, creating and managing customer loyalty is essential for enhancing engagement and building long-term relationships with your customers.

Loyalty helps a business reward and retain its customers through structured programs.

In this guide, we will walk you through the steps to create a loyalty program within the Retail IQ CRM platform. Follow the steps below to understand how to choose and set up the right type of loyalty for your business.

How To Access The Loyalty Program Section  

1. Log in to your Retail IQ CRM account with your business admin credentials.

• Click the Loyalty tab in the navigation menu at the top to enter the Loyalty Program management section.

2. Choose your loyalty program type
   

Base Program  

• For quick setup and simple structure.

• Offers single-level rewards to all customers.

✅ Best For: Small businesses or those starting loyalty for the first time.

• Base and Tier Program  

• Combines a base level with multiple tiers.

• Customers receive better rewards as they move up.

✅ Best For: Businesses wanting to encourage long-term engagement.

• Tier-Only Program  

• Segments customers into tiers from the beginning.

• Allows targeting of high-value customers with custom perks.

✅ Best For: Premium brands or those with large, segmented audiences.

Check Video -:

Base Loyalty Program Setup   

Your Loyalty Program configuration comprises 6 steps designed to help you create, customize, and launch your customer rewards system effectively.

General Information  

First, you'll define the basic details of your loyalty program.

Fields and Configuration  

After filling in all required fields, click Next button in the top-left corner to proceed.

Earning Rules

Short Explanation of these fields :

Basic Earning Rules defines how many points are earned per unit of currency spent.

Example:

• ₹1 spent = 1 point

• If a customer spends ₹500, they earn 500 points

Add Additional Rule

After clicking on Add another rule, you can add another additional rule.
After clicking on the same Below POP UP will be opened  

Moreover, you can add any or all additional rules simultaneously with your basic loyalty rule.

A. Points per X Visits  

Purpose: Reward repeat footfall, not spend.

How it will work:

• System tracks successful store visits (billing events).

• When visit count reaches X, award Y points.

Example:

• X = 5 visits → Y = 10 points

• Customer completes 5th visit → system auto-credits 10 points.

B. Spend-based Points (Slab / Multiplier)  

Purpose: Encourage higher ticket size.

How it works:

• Points awarded when spend crosses a threshold.

Example:

• For every ₹1000 spent → 10 bonus points

System logic:

• Can be:

• Per order (single bill ≥ ₹1000)

C. Product / Category-based Points  

Purpose: Push strategic products or categories.

How it works:

• When selected product/category appears in bill → award fixed points.

Example:

• Buying “Premium Cake” → +20 points
  

So, let's say we are adding all three additional rules and submitting the input.

So, rule logic will be 1 and (2 AND 3 AND 4).

After this on the same page we have some conditions which can be applicable as per Loyalty conditions:

1️⃣ Points to Currency Value (INR)  

Meaning:
Defines how much 1 loyalty point is worth in Indian Rupees.
👉 Example: If 1 point = ₹1, then 100 points = ₹100 discount.

2️⃣ Loyalty Enrolment Bonus – Points  

Meaning:
Extra points given to customers immediately after they join/register in the loyalty program.
👉 Example: Give 50 bonus points on sign-up.

3️⃣ Profile and KYC Completion – Points  

Meaning:
Points awarded when a customer completes their profile details or KYC verification.
👉 Encourages customers to provide full and accurate information.

4️⃣ Feedback – Points  

Meaning:
Points given to customers when they submit feedback or complete a feedback form.
👉 Helps increase customer engagement and collect reviews.

5️⃣ Loyalty Points Expiration  

Meaning:
Defines whether loyalty points will expire after a certain time period.

• None → Points never expire

Set Expiry :

• Set Expiry → Points expire after a defined duration (e.g., 6 months / 1 year)

Then we have additional setting options on same page, where we can apply setting for Loyalty Programme.

 Check Video -: 

Rewards  

In this section, you select the type of rewards customers can redeem using their loyalty points. You can choose one or multiple reward types based on your business requirement.

How This Section Works:  

• Select the reward type.
  Choose the type of reward you want to offer (Free Item, Free Shipping, Discount Amount, etc.).

• A configuration popup (e-pop) will open.
  After selecting a reward type, a setup popup will appear where you need to enter the required details.

• Fill the required values in the popup.
  Enter the number of points required for redemption and other necessary details such as discount value, percentage, product selection, quantity, or conditions (as applicable to the selected reward type).

• Save the configuration.
  Once all values are filled correctly, click Save to activate the reward.

• Proceed to the next step.
  After saving, you can continue with the loyalty program setup.

Terms & Conditions  

Auto-Generated T&C (From Loyalty Setup)  

The Terms & Conditions displayed in the upper section are automatically generated based on your Loyalty Program configuration.

General Terms & Conditions (Custom Text)  

The General Terms & Conditions section allows you to add any additional custom text according to your business requirements.

Communication  

Next, configure how customers will receive communication related to loyalty enrolment.

1. Loyalty Enrolment OTP  

Enable this option to send an OTP (One-Time Password) to customers during loyalty registration through QR code

• When turned ON, customers must verify their mobile number using OTP before enrolment is completed.

• This ensures secure and verified customer registration.

Preferred Channels  

Select the communication channel through which the OTP will be sent.

Available options:

• WhatsApp

• SMS

You can choose the preferred channel based on your business setup.

WhatsApp Template  

If WhatsApp is selected as the preferred channel, you must select an approved WhatsApp template.

1. Click Select Template.

2. Choose the required pre-approved WhatsApp message template.

3. This template will be used to send the OTP message to customers.

Note: Only approved WhatsApp templates will be available for selection.

The Same process will be applicable for Normal Text SMS.

2. Points Earned Notification

Turn this option ON to automatically notify customers whenever points are credited to their account after a purchase.

If disabled, customers will not receive any notification for earned points.  

Preferred Channels  

Select the channel through which the notification will be sent:

• WhatsApp

• SMS

Choose the channel based on your communication setup.

Template Selection  

Depending on the selected channel:

• If SMS is selected → Choose an approved SMS template.

• If WhatsApp is selected → Choose an approved WhatsApp template.

The selected template will be used to send the earned points message.

Minimum Points Required to Send (Optional)  

You can define a minimum points threshold to trigger the notification.

Example:

• If set to 10, customers will receive a notification only when they earn 10 or more points in a transaction.

• If left blank, notification will be sent for every earned point transaction.

The same process will be applicable for other conditions added on the same page :

Design and Preview

You can view the complete summary of the loyalty program that has been configured.

What You Can See:  

• Loyalty Program Name

• Points earning rules

• Rewards configuration

• Points value (conversion ratio)

• Expiry rules (if set)

• Terms & Conditions

• Communication settings

All details are displayed in a summarised preview format for final review before activation.

Launch Loyalty Program  

After reviewing all the details in the preview:

• Click on the Launch button to create and activate the loyalty program.

• Once launched, the system will automatically redirect you to the Loyalty Main Page.

On the Loyalty Main Page, you can view:

• Complete loyalty configuration details

• Current loyalty status (Active / Inactive)

• Program summary

• Additional management options

This confirms that the loyalty program has been successfully created and is ready for use.

From this highlighted section "Generate QR code" - you can generate QR code for loyalty Enrolment.

After clicking on the same you will get the QR CODE setup page:

You can scan the Qr code and make your self register in the Loyalty program.

Loyalty Insights

On the same main page of loyalty after creation you can check loyalty insights.

This dashboard provides a comprehensive look at the health and activity of your loyalty program. Use this page to track member growth, engagement levels, and the overall penetration of the program into your customer base.

2.Base and Tier Program Loyalty Setup

Your Loyalty base and Tier configuration comprises six steps designed to help you create, customize, and launch your customer rewards system effectively.

Same as in Basic loyalty program

Major Difference Between Base Loyalty and Base Tier Loyalty Program  

1️⃣ Base Loyalty Program

• You can only create a basic loyalty program.

• It runs as a single-level program.

• If in future you want to introduce tier upgrades (Silver, Gold, Platinum, etc.), you can add them without changing the existing base loyalty structure.

• Suitable when you want to start simple and scale later.

Example:
Start with points earning on purchase → Later add Silver/Gold tiers without disturbing existing members.

2️⃣ Base Tier Loyalty Program

• You start the loyalty program with Base + predefined tiers from the beginning.

• Tier structure (Base, Silver, Gold, etc.) is already part of the program setup.

• Customers move between tiers based on rules defined at launch.

• Suitable when you already have a structured tier strategy.

Simple Difference in One Line:  

👉 Base Loyalty = Start simple, add tiers later.
👉 Base Tier Loyalty = Start with tier structure from Day 1.

3. Tier Only Loyalty Program  

The Tier-Only Loyalty Program is designed for businesses that want to segment customers directly into tiers without creating a separate base loyalty structure.

In this program type, customers are categorised into predefined tiers (such as Bronze, Silver, Gold) based on specific criteria like points earned, total spending, or number of visits.

How It Works  

After clicking on Create under Tier-Only Program, a Select Tier Type pop-up window appears.

This pop-up allows you to choose the method on which tier movement will be calculated.

You can select one of the following tier structures:

1. Point-Based Program  

• Customers earn points with each purchase.

• Tier level depends on the total points accumulated.

Example Tier Levels:

• Bronze: 0 –500 points

• Silver: 501 –900 points

• Gold: 900+ points

Customers automatically move to the next tier once they reach the required point threshold.

After selecting Point-Based Program, you need to complete 6 configuration steps to successfully set up the tier-wise loyalty program.

Step 1: General Information  

All fields are already explained in Base program.

Step 2: Tier Configuration  

Same conditions which were defined in Base Loyalty program

F

Step 3: Setup Tiers and Rewards  

This is a new step in the Tier only program where we define Tiers. Here, we choose point- based Tears, so we need to define points tiers and rewards against those points.

How to Configure Tiers  

Click Add Tier to create your first tier.

An Add Tier pop-up window will appear with the following fields:

1. Tier Name  

Enter the name of the tier.
Example: Bronze, Silver, Gold, First Level, Premium, etc.

2. Tier Icon & Color  

Select an icon and color to visually represent the tier.
This will help differentiate tiers in customer view and reports.

3. Tier Type  

You can select one of the following:

• Flat Based  

Customers earn the same benefit rate throughout the entire tier range.

• Slab Based  

Benefits may vary within the defined slab range.

Select the appropriate option based on your reward strategy.

4. Point Range (From – To)  

Define the point range required for this tier.

Example:

• From: 1

• To: 1000

This means customers who earn points within this range will belong to this tier.

Each tier must have a clear and non-overlapping point range.

5. Minimum Subsequent Purchase Required  

Define if a minimum purchase is required for customers to continue earning benefits within this tier.

This field is optional and depends on business requirements.

6. Point Allocation  

Here you define how many points customers will earn in this tier.

Options include:

• Points Booster (e.g., 1.5x, 2x multiplier)

Example:
If base earning is 1 point per ₹100 and you select 1.5x booster, the customer earns 1.5 points per ₹100 while in that tier.

7. Enable Bonus Points  

You can enable additional bonus points for this tier if required.
This helps in making higher tiers more attractive.

After Adding Tiers  

1. Repeat the process to create additional tiers (Silver, Gold, etc.).

2. Ensure each tier has:

• Defined point range

• Appropriate reward configuration

3. Click Next after completing all tier setups.

Step 4: Terms and conditions

Auto-Generated T&C (From Loyalty Setup)  

The Terms & Conditions displayed in the upper section are automatically generated based on your Loyalty Program configuration.

Step 5: Communication  

In this step, you configure how customers will receive communication related to loyalty enrolment.

Already explained this step in Base loyalty setup. Follow the same for details and clarity.

Step 6: Design and Preview

We can upload banner and image for our loyalty banner. From this section we can get a final look at our Tier-based loyalty.

After that we can launch our Tie based loyalty programme, by clicking on the Launch button in the top-right corner.

You will be redirected to the main Loyalty page, from which you can check your loyalty programme summary.

This page is displayed after creating a loyalty program. It helps you view and manage how customers earn rewards based on tiers.

1. Program Overview (Top Section)  

• Program Name:Loyalty

• Program Start Date: Apr 27, 2026

• Status: Active

Actions Available:  

• Generate QR Code – Used for customer enrollment or scanning at store

• Design Preview – Preview how the loyalty program appears to customers

• Pause – Temporarily stop the program

• Ruled Out – Permanently deactivate the program

2. Earning Type (Left Panel)  

• Type: Point-based system

• Customers earn points on every purchase

Example:  

• 10 points on ₹1000 billing

3. Tier Settings (Left Panel Details)  

These define the core logic of the loyalty program:

• Tier Type: Points-based

• Tier Entry Eligibility: Lifetime (customers stay in tier based on total points earned)

• Tier Term: Lifetime (no expiry for tier status)

• Base Earning Rule:
  👉 1 point for every ₹1 spent

• Points Value:
  👉 1 point = ₹1

4. Tiers & Rewards Section (Main Area)  

This is the most important part — it defines customer levels and benefits.

Tier 1: Silver  

• Eligibility: 1 –1000 points

• Minimum Purchase Amount: ₹1000

• Bonus Points: 5

• Points Booster: 1.5x

👉 Meaning:
Customers in Silver tier get extra 5 points + 1.5x earning rate on eligible purchases.

Tier 2: Gold  

• Eligibility: 1001 –5000 points

• Minimum Purchase Amount: ₹2000

• Bonus Points: 7

• Points Booster: 1.5x

👉 Meaning:
Gold customers receive higher bonus points and boosted earnings, encouraging more spending.

5. Tabs Available  

Tiers & Rewards  

• Configure and view all tier benefits (current screen)

Communication  

• Set up SMS/Email notifications for loyalty activities

Terms and Condition  

• Define rules for customers (expiry, redemption conditions, etc.)