Loyalty
Set up a points program, choose how clients earn and use points, run bonus point promotions, and check or adjust a client's points.
A loyalty program gives clients points when they pay. They use the points for money off at checkout. Your business chooses how many points each dollar earns and what a point is worth.
Owners and admins
Set up your loyalty program
- Go to Marketing → Loyalty Program.
- Select Set up loyalty program.
Your program is Active right away, so clients start earning points. They earn 1 point per dollar and each point is worth 3 cents. They need 100 points before they can use any. You can change all of this on the Settings tab.
In the Lilo app, go to More → Loyalty Program and tap the button to create your loyalty program.
Change your program settings
- Go to Marketing → Loyalty Program.
- On the Settings tab, change what you need:
- Program Name: what your team and clients see. It shows in your client portal.
- Status: Active lets clients earn and use points. Paused stops both, and clients keep their points. Disabled also stops both, and hides points from your client portal.
- Earn Rate (points per dollar): how many points clients get for each dollar they spend.
- Redemption Rate (dollar value per point): how much each point takes off a bill.
- Minimum Redemption: how many points a client needs before they can use any.
- Inactivity Expiration (months): Lilo doesn't expire points, even if you set this.
- Select Save Changes. You'll see Loyalty program settings saved.
A new Redemption Rate changes what every client's points are worth, including points they already have.
In the Lilo app, go to More → Loyalty Program → Configuration and tap the pencil. Tap Save Changes when you're done. The app calls the redemption rate Point Value.
Run a bonus points promotion
A promotion multiplies the points clients earn for a while, like double points for a weekend. Promotions don't have a menu link on the web.
- Go to app.heylilo.co/dashboard/marketing/loyalty/promotions.
- Select Create Promotion.
- Enter a Name, and a Description (optional) if you like.
- Set the Points Multiplier, from 1.1 to 10. 2 means double points.
- Leave Apply to All Services on, or turn it off and choose a Service Category.
- Choose the Start Date and End Date.
- Select Create Promotion. You'll see Promotion created.
To stop a promotion early, select Deactivate next to it. Activate turns it back on. Deleting a promotion also turns it off. It stays in the list as Inactive.
In the Lilo app, go to More → Loyalty Program → Configuration and tap the plus button next to Promotions.
See how your program is doing
Go to Marketing → Loyalty Program and select Analytics. It shows all-time totals:
- Points outstanding: points clients have and haven't used yet.
- Active members: clients who've had any points activity.
- Points earned, Points redeemed and Dollars redeemed.
- Average balance: the average points an active member has.
Top members lists the 10 clients who've earned the most points. In the Lilo app, this is the Analytics tab.
See or change a client's points
- Open the client from Clients.
- Select More, then choose Loyalty. On the full page, select the Loyalty tab.
- Loyalty Points shows their Current Balance, Total Earned, Total Redeemed and Last Activity. Points History lists every change.
In the Lilo app, open the client and tap More, then Loyalty. The app shows points only while your program is Active.
With referrals turned on, the menu item may be called Referrals & Loyalty instead.
Owners, admins and location managers
To add or take away points:
- Select Adjust Points.
- Enter the Points. To take points away, use a minus sign, like -50.
- Enter a Reason and select Adjust Points. You'll see how many points were added or deducted.
A client's balance can't go below zero. In the Lilo app, tap Adjust on the client's Loyalty tab and enter the same details. Then tap Add Points or Deduct Points.
How it works
Earning points
- Clients earn points once an invoice in their name is paid in full. That's usually at checkout, or online when they pay the whole amount as they book.
- Points come from what the client spent on services and products, after discounts and any points they used. Tax and tips don't earn points. Lilo rounds down to whole points.
- The program has to be Active when the invoice is paid. Invoices paid before you set up the program don't earn points.
- During a promotion, clients earn more on visits that include a service from its category, or on every sale if it applies to all services. Lilo uses the promotions running when the invoice is paid. If two match, the bigger one counts.
- Refunds don't take back points.
Most business types
- A membership plan's Loyalty Points Multiplier multiplies its members' points, on top of any promotion.
Using points
- You apply points at checkout, as money off the bill. See Check out an appointment.
- Clients need at least your minimum to use any points. Points can't take off more than the client still owes.
- Lilo takes the points off the client's balance once the invoice is paid. Until then, you can select Edit in checkout to change them. Reset in that box takes them off.
- Clients can't use points online. Once they have points, they can see their balance in your client portal, unless the program is Disabled.
- Points don't expire.
Common questions
Why didn't a client earn points?
Usually one of these:
- The invoice isn't paid in full yet.
- The sale had no client on it, like a walk-in sale.
- The program wasn't Active when they paid, or wasn't set up yet.
- The amount was too small to earn a whole point.
Why can't a client use their points?
Redeem only shows in checkout when the program is Active and the client has at least your minimum number of points.
What is a point worth?
Your business sets it. When you select Redeem in checkout, the Redeem Loyalty Points box shows how many points make a dollar.
Do points expire?
No. Lilo doesn't expire points, even if Inactivity Expiration (months) is set.
Why does Loyalty Program take me back to the Home page?
Opening Marketing → Loyalty Program needs permission to manage the program. By default, only owners and admins have it. Anyone who can see a client's profile can still see their points there.
Automations
Turn on automatic marketing emails like Welcome, Birthday, Last Minute Openings and Reminder to Book, choose who gets them, edit them, and set the cooldown.
Referrals
Reward clients who send you new clients. Set up the program and rewards, credit or remove a referral, use rewards at checkout, and track results.