Tiers are sequential thresholds that customers achieve based on their accumulated Tier Points over a 12-month period. A well-designed tier program focuses a brand’s investment on its highest-value customers while providing all customers with a pathway to greater recognition.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.
Key characteristics
- A customer can only hold one tier at a time within a tier program
- A brand can run multiple concurrent tier programs based on different conditions
- There is no limit to the number of tiers within a program
- Each tier can have exclusive Rewards, Benefits, and Credits only available to customers at that tier
- Tier assignment can modify broader incentive logic — e.g., higher tiers earn more points per dollar
The two Tier mechanics
Tiers in Omneo operate on two distinct mechanics: Attain and Maintain.Attain (rolling)
The Attain mechanic uses a rolling 12-month window. Imagine a conveyor belt always 12 months long — spend comes on when a purchase is made and drops off 12 months later. If, at any time, the rolling 12-month spend meets or exceeds the minimum threshold for a tier, the customer attains that tier immediately. As spend increases, the customer attains higher tiers. Attain only handles upgrades — it never downgrades.Maintain (anniversary-based)
When a tier is attained, Omneo saves that tier for 12 months. On the anniversary of the tier attainment date, Omneo re-evaluates the customer’s rolling 12-month spend:- Spend ≥ Maintain threshold → customer keeps the tier for another 12 months
- Spend < Maintain threshold → Omneo assigns the highest tier the customer qualifies for based on current 12-month spend
Example
| Event | 12m Spend | Tier |
|---|---|---|
| Month 1: $500 purchase | $500 | Silver (min $300) |
| Month 6: $800 more | $1,300 | Gold (min $1,000) |
| Month 13 (anniversary) | $900 | Gold maintained (800) |
| Month 25 (anniversary) | $400 | Silver (spend dropped below Gold maintain) |
Tier floor
When configuring tiers in CX Manager, brands can set a tier floor — the minimum tier a customer can fall to when they don’t maintain a higher tier. This prevents loyal customers from dropping completely to the base level on a single slow year.Tier benefits
Each tier can have:- Exclusive Reward Definitions only issued to that tier
- Exclusive Benefit Definitions accessible only at that tier
- Multipliers on points earn (e.g., Gold tier earns 2x Reward Points)