Customer Loyalty is Royalty! How to ascend the throne in Dynamics 365 Part 2

Welcome back. Hopefully you are joining us after having read “Customer Loyalty is Royalty! How to ascend the throne in Dynamics 365 Part 1“. We appreciate your loyalty regardless of why you are here. See what we did there? #dadjokes.

Before we risk losing that loyalty, let’s dive back into our demo. In the previous blog linked above, we discussed some strategies and set-up some prerequisites. Now we can move onto the Loyalty program and customer facing. The Loyalty program can be found in Modules>Retail and Commerce>Customers>Loyalty>Loyalty programs or search Loyalty programs.

Loyalty Programs D365
  • Click New and fill-in a Name and Description.
  • Setting Combine related loyalty cards will look at all the customers loyalty cards when calculating rewards
  • In the Program tiers fast tab, one or multiple tiers can be created. This is optional.
    • If a tier is created, tier rules must also be set-up.
      • In Reward point, the drop down should show the reward created in the previous step.
  • The Loyalty schemes are the rules, the substance of the program. These will define how loyalty the points are calculated and consumed. From Modules>Retail and Commerce>Customers>Loyalty>Loyalty schemes or search Loyalty schemes.
Loyalty Schemes in D365
  • Click New and add a Scheme id, Description, and choose a Loyalty program.
  • Under the Earning rules fast tab click Add line.
  • In the Program tier field choose a tier.
    • The drop down inherits the values from the reward program on the Loyalty program.
  • Select an option in Activity type: Purchase products by amount (Amount spent), Purchase products by quantity (Quantity), Sales transaction count (Number of purchase transactions).
  • Select a Category/Product/Variant. This can be used to limit rewards. Leave this blank if the reward applies to all products.
  • In the Activity amount/quantity field, enter a number. This value will take on various meanings depending on the Activity type.
    • Any transaction that is less than the value entered will not trigger the earning rule.
    • Sales transaction count should always use a value of ‘1.0’.
  • If activity type is Amount, add a value in the Activity currency field.
  • In the Reward point ID field choose a value from the drop-down list.
  • In the Reward points field, enter a number.
    • Amount rewards will calculate decimals. For example, 10.5 dollars spent earns 10.5 reward points.
    • Quantity rewards will calculate in whole numbers. For example, 10.5 dollars spent will earn 10 points.
  • Start and End dates are optional
  • Click Save.

Under the Redemption rules fast tab click Add line

  • In the Program tier field choose a tier.
  • In the Reward point ID field choose a value from the drop-down list.
  • In the Reward points field, enter a number the customer needs to spend.
  • Select a Category/Product/Variant. This can be used to limit rewards. Leave this blank if the reward applies to all products.
    • In the Activity amount/quantity field, enter a number that can be redeemed. 
  • If activity type is Amount, add a value in the Activity currency field.
  • Start and End dates are optional

Click Save.

We have accomplished much of the heavy lifting and now we have all this cool loyalty stuff in D365, now what? It’s time to sign-up customers and we need cards!

Customer setup can be found in a few different areas and likely is already accomplished. But if the need arises, we can head to Modules>Retail and Commerce>Customers>All customers.  Since this is more of a generic functionality, we suggest you check out our resource here to assist you if needed.

That leaves us with the loyalty card. How many of you have had to buy a second purse or wallet to hold all the various retail loyalty cards? These days we see more retailers using just a number instead, like the customer phone number, for example. The good news is that D365 will handle either option. From Modules>Retail and Commerce>Customers>Loyalty>Loyalty cards or search Loyalty cards.

 Loyalty Cards Dynamics 365
  • Click New and the internal card number will be assigned. Note: The Generate loyalty card number switch must be sent to YES in the POS functionality profile associated to the store. (Channel profile)
  • Card types include As card tender (only one card is counted per customer), As contact tender (All cards are counted per customer)
  • Add lines as desired under the Loyalty programs fast tab. This connects back to the Loyalty program we created earlier.

Hopefully, this series on Loyalty provided some insight and practical advice to getting started with customer loyalty programs. Please check out our related blogs for other Commerce related topics.

Reference: https://docs.microsoft.com/en-us/dynamics365/commerce/set-up-customer-loyalty-program

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1 Comments

  1. Daniel Zook on April 2, 2021 at 7:29 pm

    Thanks for the info on the loyalty features. Would you do another article showing it in action in Modern POS and the Call Center sales order form? (e.g., how to do a sale so that the loyalty points are accrued, and how to redeem loyalty points)