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A spend-and-get reward is the most common financial incentive, a customer spends a certain amount and automatically earns a reward dollar value to use on a future purchase. For example: spend 100,get100, get 10 back.

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How it works in Omneo

  1. A transaction is recorded against the profile
  2. A Reaction (Trigger) fires on transaction.created
  3. The filter evaluates the transaction total against your threshold
  4. The reward.create action issues the reward to the profile
  5. The customer’s reward balance is updated immediately
The customer receives notification (via email or push if configured) and can redeem the reward on their next visit.

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Designing the rate

The spend-to-reward rate is a business decision. Common approaches: Consider:
  • Your average gross margin: the reward must be sustainable
  • What your competitors offer
  • What rate your customers will notice (if it’s too small, it doesn’t change behaviour)

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Expiry

Rewards expire by default (you set the period in the Reward Definition). Typical expiry windows:
  • 90 days: creates urgency to return
  • 6 months: balances urgency with generosity
  • 12 months: low urgency, higher satisfaction
Expiring rewards should be communicated via email before they expire.

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Capping rewards across thresholds

A program with several thresholds, for example 10backat10 back at 125, 35at35 at 300, and 60at60 at 500, issues a different reward at each one. To stop a profile collecting too many of them, cap the set rather than each reward:
  1. Give each threshold’s Reward Definition the same Campaign Name, for example spend-reward.
  2. Set an issue limit on that campaign in each Reaction that issues the rewards, for example at most 2 in any 30 days.
  3. Turn on recording if you want to see withheld rewards. Omneo then records a reward-not-issued interaction on the profile each time the limit stops one.
The limit counts every reward in the campaign however it was issued, including rewards issued by staff. A withheld reward does not use up the limit. See Campaigns and issue limits.

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Reward types in Omneo

Reward Definitions can have types (e.g., birthday, spend, activation, campaign). The type is mostly for reporting, but two things read it: the daily spend Automation does not match a profile that already received a spend reward that day, and an issue limit can pool definitions by type. Common types:
  • spend, automatically issued based on purchase
  • birthday, issued in the customer’s birthday period
  • welcome, issued on first purchase or profile creation
  • lapse-prevention, issued to re-engage inactive customers
  • manual, issued by staff for customer service gestures

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Configuring in CX Manager

Go to Settings → Reward Definitions and select New Definition. Set:
  • Name and handle
  • Value (dollar amount)
  • Type
  • Campaign Name (optional), to share an issue limit with the program’s other definitions
  • Period (expiry in days)
  • Earn instructions and descriptions (shown to customers)