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
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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