Tiers are fixed status levels that customers achieve based on their spend or engagement. A tier program recognises your most valuable customers with increasing benefits and experiences as they invest more in the brand.Documentation Index
Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
Use this file to discover all available pages before exploring further.
How tiers work in Omneo
Tiers use a two-part mechanic: Attain and Maintain.Attain (rolling 12-month conveyor belt)
Think of a conveyor belt 12 months long. Every dollar spent enters the belt when the transaction occurs and drops off 12 months later. At any moment, if the customer’s rolling 12-month spend meets the tier threshold, they attain that tier immediately. Tiers can only be upgraded via the attain mechanic, a customer cannot fall to a lower tier mid-year through this mechanism.Maintain (anniversary review)
When a customer attains a tier, Omneo saves that tier for 12 months. On the anniversary date:- If their rolling 12-month spend is still at or above the maintain threshold: they keep the tier
- If it has fallen below: Omneo finds the highest tier they qualify for based on current 12-month spend
Example tier structure
| Tier | Attain (12m spend) | Maintain (12m spend) | Benefits |
|---|---|---|---|
| Bronze | $0 (all members) | N/A | Welcome reward |
| Silver | $500 | $400 | Birthday reward, free shipping |
| Gold | $1,500 | $1,000 | All Silver + priority service |
| Platinum | $3,000 | $2,000 | All Gold + annual gift |
Design considerations
How many tiers?
Three to five tiers is standard. Too many tiers dilutes the status value and confuses customers.Tier floor
Configure a tier floor to prevent customers from falling below a minimum tier. For example, once a customer reaches Silver, they never drop below Bronze, even if their spend falls.Exclusive benefits per tier
Each tier can unlock exclusive Rewards, Benefits, and Credits. This is what gives tier status meaning. Common tier benefits:- Free alterations or personalisation services
- Exclusive preview event access
- Priority customer service
- Birthday reward multipliers
- Free standard shipping
Communicating tier mechanics
Simplify the customer-facing language. “Spend $500 to reach Silver this year” is clearer than “Earn 500 Tier Points to achieve Silver status within a rolling 12-month window.”Configuring in CX Manager
Go to Settings → Tier Definitions to configure your tier program. For each tier:- Set the attain threshold
- Set the maintain threshold
- Set the tier floor (minimum tier)
- Assign exclusive rewards, benefits, and point multipliers