> ## 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.

# Tier Programs

> Designing and configuring a tiered incentive program in Omneo.

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.

## 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

The maintain threshold can be lower than the attain threshold (making it easier to keep a tier than earn it).

### 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