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Achievements are cumulative goals that customers reach by interacting with a brand in predetermined ways. They bring a gamification element to the incentive program, customers progress through levels as they accumulate counts, unlocking rewards or benefits at each milestone.

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Key characteristics

  • A customer cannot lose an Achievement Level: unlike Tiers, achievement progress only goes forward
  • Customers can hold multiple Achievements simultaneously
  • Achievements are attached to a profile for the lifetime of their relationship with the brand
  • Achievements can operate independently or in conjunction with the broader incentive suite

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Structure: counts and levels

An Achievement is made up of: Counts: increments that go up by 1 each time a qualifying event occurs. Counts are tracked automatically via Omneo events or via the Achievements API. Levels: thresholds defined within an Achievement. When a Count crosses a Level threshold, the customer “levels up.” Levelling up can trigger other incentives (Rewards, Benefits).

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Level strategies

Brands can structure achievements in different ways:

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Achievement visibility

Achievements can be configured with different visibility modes:

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Achievements vs tiers

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When to use achievements

Achievements are most effective when:
  • You want to reward engagement beyond spending (profile completion, referrals, event attendance)
  • Your tier program is getting overly complex: Achievements can handle non-financial milestones separately
  • You want to create a sense of discovery and progress for customers

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Displaying achievements

Achievements can be shown in CX Manager, Clienteling, Profile Portal, and via the Omneo SDK for embedded experiences.