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Achievements are cumulative goals that customers reach by interacting with the brand in predetermined ways. Unlike Tiers, customers can hold multiple Achievements simultaneously, and they can only progress forward: a customer cannot lose an Achievement level.

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How achievements work

An Achievement is made up of Counts and Levels:
  • Count: a unit of progress. Each qualifying interaction increments the count by 1
  • Level: a threshold in the count that unlocks recognition or rewards
Every count of 1 unlocks the Achievement. Higher counts advance the customer to higher levels.

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Achievement visibility modes

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Level strategies

On/Off: one level, unlocked with a single count. Good for simple “has done this” tracking. Linear: level up every X counts. Simple and predictable for customers. Non-linear: early levels are easy to reach; higher levels require exponentially more effort. Creates ongoing engagement over a long time horizon.

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When to use achievements vs tiers

Use Achievements when:
  • You want to recognise specific behaviours without a spend-based hierarchy
  • The desired behaviour is binary or milestone-based (not continuous)
  • You want to gamify the experience without large financial commitments
  • Your tier design is becoming too complex: move some mechanics to achievements
Use Tiers when:
  • You want a status hierarchy primarily driven by spend
  • The goal is to retain high-value customers with escalating benefits

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Example use cases

  • Visit Achievement: level up every 5 visits; level 3 unlocks a complimentary service
  • Brand Loyalty Achievement: every 10spentonaspecificbrandincrementsacount;every100countsissuesa10 spent on a specific brand increments a count; every 100 counts issues a 5 reward
  • Profile Completion Achievement: unlocked when all key profile fields are filled
  • Staff Achievement: counts staff interactions with specific product categories for training recognition

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Configuring in CX Manager

Go to Settings → Achievement Definitions to create achievement types. For each achievement, define:
  • Name, handle, and visibility mode
  • Level thresholds (count required to reach each level)
  • Rewards or benefits to issue on level-up (configured via reactions)