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Documentation Index

Fetch the complete documentation index at: https://docs.omneo.io/llms.txt

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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: 
Benefits → Rewards → Credits → Payment
  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.

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.