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Incentives are about acknowledging customer behaviour in ways that both the customer and the staff who serve them can see. Omneo moves away from the term “loyalty program”, incentives are an integral part of the brand itself, not a separate program bolted on.

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Financial vs acknowledgement incentives

Omneo organises incentives into two categories:

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Financial incentives

Dollar-value or redeemable amounts that have direct monetary impact:
  • Rewards: dollar-value discounts with an expiry date
  • Points: an abstract currency redeemable for dollar value (Reward Points)
  • Credits: payment objects (store credit, gift cards): see Commerce > Credits

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Acknowledgement incentives

Non-monetary recognition that creates engagement and status:
  • Benefits: vouchers, perks, event RSVPs, service entitlements
  • Tiers: sequential thresholds that unlock elevated experiences
  • Achievements: cumulative progress milestones with levels and counts
  • Statuses: categorical labels (VIP, Staff, Influencer) that modify entitlements

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Why incentive programs work

  • Existing customers spend 67% more than new customers
  • It costs 5-25x more to acquire a new customer than to sell to an existing one
  • The average company loses 50% of its customers every five years
Incentive programs reduce the need for endless marketing campaigns and blanket discounting by creating genuine value for your best customers.

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Incentive redemption hierarchy

When multiple incentives apply to a single transaction, they are applied in this order:
  1. Benefits activate promotional rules in POS or eCommerce
  2. Rewards are applied as a dollar discount across all eligible items
  3. Credits are settled as a payment type against the remaining balance
  4. Payment covers any remaining amount

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Configuring incentives

All incentive types are configured in CX Manager under Configuration. Each incentive type has its own Definition template that controls how instances are issued to profiles.

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Definition dates, and what each one actually gates

Every definition type carries date fields, and they are routinely read as a campaign window. None of them is one. Each governs either presentation or the life of an issued instance — never whether the instance gets created.
No definition date blocks the creation of an incentive. A direct API write creates the reward, benefit, credit or achievement progress outside the window, and a reaction fires regardless of it.The only place a campaign window is enforced is a filter action inside the reaction. See Date-gating a campaign.
Two habits follow from this:
  • Set the definition dates anyway. They drive what the customer sees, and they document the intended window for whoever reads the config next.
  • Then set the same window in every reaction that issues against it — including the transaction.sync and transaction.resent twins, which are the usual route for pre-campaign trade to slip through.

Rewards

Dollar-value discounts with expiry dates.

Points

Abstract currency with configurable earn and redeem rates.

Benefits

Non-monetary perks, vouchers, and entitlements.

Tiers

Annualised tier programs with attain and maintain mechanics.