An incentive program in Omneo is the configured set of rules, mechanics, and rewards that recognise and reward customer behaviour. Omneo intentionally moves away from the term “loyalty program” — an incentive program is an integral part of the brand experience, not a separate program a customer “joins”.Documentation Index
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Two types of incentives
Omneo incentives fall into two broad categories: Financial — dollar-value incentives that customers can redeem at purchase:- Rewards — dollar-off discounts with expiry dates
- Points — accumulated currency that converts to dollar value
- Credits — payment objects (store credit, gift cards)
- Benefits — exclusive entitlements (discounts, free products, experiences)
- Tiers — status levels achieved through spending or engagement
- Achievements — cumulative goals that can only go forward
Why incentive programs work
Incentive programs change behaviour because they invoke psychological engagement and emotional connection between customer and brand. They invest in your best customers — the relatively small cohort that generates a disproportionate share of revenue. Key stats:- Existing customers spend 67% more than new customers on average
- It costs 5–25x more to acquire a new customer than to sell to an existing one
- The average company loses 50% of customers every five years
Where programs commonly go wrong
- Starting too complex — keep the first iteration simple
- Incentives that are not meaningful enough to change behaviour
- Rules that customers cannot understand or remember
- No dedicated owner within the business
- Not communicating the program to staff and customers
Next steps
- Program Objectives — define what behaviour you want to change
- Rewards — configure spend-and-get mechanics
- Tiers — design a tiered recognition system