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Design and Branding
Scanning and Sending from POS
Loyalty & CRM
Rewards, Loyalty, Auto-Triggers

Introducing new Rewards Platform

Before launching the new rewards system you would like to let your customers know about it, especially if you already have existing customers data base that you captured during the years, either from you previous rewards system or via other channels like POS, newsletters, etc.
If you have an existing customers database that you wish to import to Appfront, you can definitely do so! Just follow the instructions HERE. IMPORTANT! Uploading the customers database is ESSENTIAL before going live with loyalty in-store if your customers have points from your previous loyalty module! Since most POS system can accept only one loyalty module, once Appfront loyalty is enabled - it will make the previous loyalty module obsolete. Therefore, it is important to make sure all of the customers points are imported to Appfront loyalty, and only then disable the previous module.
Once you have all the database in the system, you can send a group marketing campaign to all of your customers, acknowledging them about the new loyalty system! How? just follow the instructions HERE.
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Members Vs Guests

Only registered customers can enjoy Appfront loyalty and get marketing materials!
Customers who were signed up through the POS can enjoy Appfront loyalty program, however you won't be able to send the marketing materials and add them to groups.
This is why it is best to encourage your customers to sign up through the app.

Customer Profile

Phone number - Unique identifier

Appfront's customers' unique identifier is phone number. A customer can be identifier only with one phone number

Primary Email

When you sign up with new email but the same phone number, Appfront save your original email, but update the new email to your primary email.

Reports

New sign ups

You can check it out in the dashboard under the Advanced Settings page.

Set Up

Loyalty Module

In order to "TURN ON" the loyalty module in your POS, please contact [email protected] or [email protected]

Email Template

There are 2 options:
  • Email template
  • Create your own design / HTML
Option 1: use the auto-generated template
Option 2: create your own design
Either by uploading HTML or uploading PDF.
In order to implement those please reach out to our support team - [email protected]

Roll Out Procedure

Overview

If this is a new program, it's no problem. You just turn on the loyalty and you can move on. But if you convert existing program, you need to take in consideration if you'd like to sync your customers data base or start from fresh.

1) Set up the loyalty program at Appfront:

First thing, you need to program the loyalty in Appfront back office. So once we switch, the program will be working

2) Test Online Loyalty

Make sure on Appfront's App or Online site, that everything was define as expected. This is not related the "in-store" loyalty (see below).
Click Rewards
Rewards Section

3) Connect Appfront to In-Store loyalty

In order to do that, we will have to ask your POS provider to connect In-Store to Appfront loyalty engine (some of the POS can be added automatically - depends on your POS).
IMPORTANT - Before switching in-store
Make sure you export / import the customers data -
To keep the rewards accumulation continuously, you need to make sure that we export and import the data, right before connecting the in-store to Appfront loyalty.
Loyalty set up is tied to restaurant group -
Meaning, that if you connect Appfront Loyalty in the POS, all stores under the same restaurant group will be switched. The options are to separate stores to different restaurant groups or to go live with all stores.
therefore we suggest the following go live.

Loyalty Programs in Appfront

Please review this short guide which provides an introduction to Appfront's loyalty programs:
  • Money Spent
  • Store Credit (Cashback)
  • Points Bank
Loyalty - Overview.pdf
1MB
PDF
Loyalty Programs - Overview
Note: only registered customers can enjoy the loyalty program!

Create a New Campaign - Campaigns Screen

It's simple! Simply click on Campaigns in the left menu, and then CREATE NEW CAMPAIGN!

You'll see some ready made templates that are ready to us, or simply start a campaign from scratch!
You can also reach the campaign screen through the Advanced Settings page - then, just click on Campaigns, and create a new campaign!

Campaigns Structure

The campaign settings page is combined out of the following sections:

Define your campaign

Campaign Name: this is the internal name of the campaign, that is not visible to the customer
Campaign Trigger: what will trigger your campaign? the explanation for each selection in this drop down menu can be found in this page
Promotion Type: what will you provide for your customers? With coupon: provide a reward, such as discounted product, money amount of check or percentage discount off check Cashback / Store credit: store credit that the customer can use whenever they want Points Bank: points that can be used by the customer - relevant for the 'Points Bank' loyalty program Content Only (no promotion): no reward - the customer will receive email, text message or push notification only
Allow access: gives permission to other portal admin users to see and edit this campaign; no selection means that all admin users can edit it

Coupon - Design and Terms

When you are providing a coupon or point bank coupon, this section will define the customer facing section - the title, description and background image the customer will see in the "My Rewards" section of the app.
Max coupons per user: Limit only one coupon for each user by setting this value to 1, a specific customer will not receive more coupons than the specified amount (-1 is no limit) Expiration Date: you can choose either hard stop expiration date (i.e. specific date), or duration since receiving coupon Coupon Availability Hours: when this coupon will available for redemption, e.g. the coupon can be redeemed only on Mondays between 3-5pm
Coupon Terms: the actual reward you are providing the customer.

Give a gift

Provide discounted product, money amount of check or percentage discount off check.
Discounted Product Choose the percent of discount to apply on the product, and the relevant items that can be offered as part of the reward. Only one item can redeemed each time! IMPORTANT! Note that there might be many menus available after you'll click on 'Select from menu', as this will shows all the menus that Appfront pulls to the system. This means that there could be also old menus that aren't shown anymore, or in-store menu that we are pulling to the system - but hide it, so that the customer won't see it online. Make sure you are selecting the correct items from the correct menus! Include modifiers: this will provide the discount also on all the modifiers the customer will select. Maximum discount amount: this will limit the money amount discount that can be offered on this product. e.g.: let's say you want to provide 100% discount on large pizza with one topping. The size of the pizza is determined only after you select the pizza - the sizes are showed as a modifier group, like in this example:
In order for the discount to applied on the size, we'll have to select include modifiers, but we don't want the customer to receive the 100% discount on all the modifiers, correct?
For that reason, we will limit the amount of the discount to a price of large pizza with one topping! e.g. if a large pizza costs $13, and one topping costs $2, we'll select the pizza item from the menu, check include modifiers, and the maximum discount amount will be $15!

Money Amount Discount

This will provide the customer $x off his check, e.g. $3 off or $5 - note that the discount will be applied only one time! So, if the customer received $5 off reward, and purchased $3 espresso, they won't be able to use the remainder of the $2 next time!
The gifted money amount can pay for the condition (if chosen above): this box is relevant for conditional gifts. If a customer needs to buy a $10 pizza to get $3 off their check, checking this box will provide the $3 off on the $10 pizza.
Conditional Gift: provide a reward based on a condition, e.g. buy a specific product to get the reward (BOGO) or purchase above an amount to get the reward

Setup your Media Channels

This is where you'll select if the customer will receive the notification about the campaign\reward via email, text message, push notification - or all together. Note that the customer will receive the above only after the campaign was sent, or after the campaign was triggered. e.g. the customer sign ups - and only then they will get the email; the customer purchases a points bank reward - and only then they will get the push notification.

Add or remove from groups

You can add or remove customers to or from groups based on a triggered campaign. For example, you can add any customer who receive a birthday reward to a group, any customer who purchased your '50 points - free drink' reward - or any customer who visited at least 10 times a month in your location!

Lifecycle Rewards: Trigger Based Modules

Registration / Sign Up

Overview

Sign Up / Registration event will be triggered when someone download (and sign up) the app, or when someone sign up on the online ordering, or any other sign up (in-store for example).

Set Up

Visits Campaign - Get Free X for your 10th Visit

Overview

Visits campaign, as simple as it sounds - a customer get a rewards once he hits the number of visit that are defined in your campaign. It can be 5th, 10th, 15th, etc. In addition, a "visit campaign" can get also derived a few cool options which make is more complicated:

Set Up

  • Recurrent - means that the customer will receive this coupon "every 10th visit" (in our example).
  • Count visit from (creation date) - refer to the question: "when should we start counting visits". Should it be from day the platform go live of from the day in the past
  • Restart at / Cycle - this feature allow you to define a cycle of visits, which means, for the 10th visit of a cycle of 100, the trigger will run at the 10th visit and at 110th, 210th, 310th, etc.

No Visit [30, 60, 90 days..]

A campaign that will be sent once a customer did not place an order for X days.
Set Up
Select "Lifecycle Rewards" trigger -> "Long Time No Visit"
Run On Hour: the hour when the campaign will be triggered daily
Number of Days not seen: the days since the user's last order.

Birthday

A campaign that will be triggered on the customer's birthday.

Set Up

Select "Lifecycle Rewards" trigger -> "Birthday"
Run On Hour: the hour when the campaign will be triggered daily

Anniversary

A campaign that will be sent annually based on the customer's registration date.

Set Up

Select "Lifecycle Rewards" trigger -> "Anniversary"
Run On Hour: the hour when the campaign will be triggered daily

Limited/One-Time Use Promo Code (Campaign)

Unlike a deal type promo code, a campaign promo will grant a coupon, which can be restricted for one-time use.
These type of campaign requires login - a guest user will receive the following message upon usage:

Set Up

Select "Lifecycle Rewards" trigger -> "Enter Promo Code"
Promo Codes: insert the promo code(s) here. For multiple codes, please use a comma between each code.
For this campaign, inserting the promo code will automatically add the coupon you configured to the customer's rewards. This means that the promotion will not appear on the menu, but, the coupon that includes the discount will appear at the customer's checkout tab on the right side of the screen. The coupon will also automatically apply to the order. See a demo here:
In this context, please note that we offer a similar mechanism as a deal, the main difference is that campaigns require a login, while deals do not.
Note: If you create a "lifecycle reward" trigger and set the trigger to "Enter Promo Code", do not use a media channel (Email, SMS, Push etc.) - as the message will be sent to the customer when he enters the code. In that case, it is preferred to create a different group marketing & content only campaign to notify the clients of the promotion & promo code via your media channel of choice.
Configure the rest of the campaign by following the coupon tutorial:
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Money Amount

Get 10% for Your next Order [for every $100 spent]

Overview

This campaign can be set up to be triggered once, i.e. for only first $100 spent, or to make it recurrent (for every $100 spent). [is recurrent=true]

Set Up

Set the Discount percentage

Examples

Example 1:
  • Customer spends $100.
  • They will receive 10% their next order. Next order: $40 – they receive $4 off.
Example 2:
  • Order 1- Customer spent $100
  • Order 2 – Total $50 – receive $5 off (Customer pays $45) [$45 get applied to the next $100]
  • Order 3 - Total $60 – do they receive a 10% discount [After $60 spent]
Example 3:
Every time you use the 10% coupon it gives a discount on the entire order, regardless of amount.
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Spent
Discount
Order 1
$200.00
$0.00
Order 2
$50.00
$5.00
Order 3
$60.00
$0.00
Order 4
$50.00
$5.00
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$360.00
$10.00
Example 4:
Upon spending 50$ - choose one free item out of three:
Accumulation time settings
You can decide if - and when - to reset the accumulation of the money amount spent! e.g. you can decide to reset the accumulation on a monthly basis.
Also, you can provide a reward if a customer spends more than X amount per order, e.g. only if the customer spends more than $20 in one order, they'll receive a reward. To do so, simply set the accumulation time setting to be a few seconds :)

Punch Card - Buy 3 get the 4th for free

This option allow you to track a specific menu item and define one will happen once you purchased a specific menu items.
  • Buy 3X, GET X
  • Buy 3X, GET Y (i.e., doesn't have to be the same menu item for the gift)
  • By 3X (x OR y OR z) -get T
You have the flexibility to create any option you'd like.

Overview

But this ACAI 3 times and get a free ACAI for the next purchase.

Set up the "Punch Card" / Purchased item trigger

First we'll use the purchased amount trigger and set if for 3 - in order to get the 4th for free.
Choose the menu items your want to "track" (can be more than one):
In our example, we need to Choose Acai:

Define the gift

In our example (ACAI) - but doesn't have to be as mentioned before.
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Parameters for this campaign:
  1. 1.
    On Event - the type of event that will activate this campaign. In this case- Visits
  2. 2.
    Target Amount - the amount of visits that a user needs to reach in order to receive the coupon.
  3. 3.
    Is Recurrent? - if this is checked, the campaign will be sent again to the user after X visits (which will be defined in the following field).
  4. 4.
    Restart count at - defines after how many visits will this campaign occur again. For example, if you want the users to get it every 5 visits then it will be needed to be 5. But if you the users to receive it only every 10 visits after the first 5th visits, then set it to 10.
  5. 5.
    Count visits from - you can choose since when to include the customers' visits - if you want it to be sent to existing customers and count their visits then make sure to select a date around the opening of the location, otherwise select the current day of the campaign creation.

Coupon Related Triggers

You can also create campaigns, send coupons, emails or add to groups - based on other coupons events! This means you can send an email to a customer who redeemed a coupon, text a customer who received a coupon but did not redeemed it, send a push notification to a customer who shared a coupon with a friend - and so much more!

Coupon was Shared campaign

In the settings of the campaign, select the following:

Trigger for sending coupon:

When recipient signs up - the campaign will be triggered when the recipient of the coupon will sign up to the app. This is relevant only if the recipient is not yet signed up to your app! When recipient receives the reward - the campaign will be triggered when the recipient will redeem the reward that was shared with them.

Coupon recipient:

Coupon Sender: the customer who shared the coupon will receive the campaign. Coupon Recipient: the customer who received the shared coupon will receive the campaign.

Coupon was not redeemed

This will trigger the campaign if a customer received a reward, but did not actually redeem it. In the settings of the campaign, select the following:
With Delay: you can trigger the campaign immediately, or following some times, e.g. send it 3 hours after the event occurred Run On Hour: the hour in which the campaign will run (in your current local time zone) Not redeemed within (days): this campaign will run after if the customer did not redeem the campaign within X days - according to your preference Relevant coupons: select the coupon that needs to be shared in order to trigger the 'Coupon was redeemed' campaign

Coupon was redeemed campaign

In the settings of the campaign, select the following:
With Delay: you can trigger the campaign immediately, or following some times, e.g. send it 3 hours after the event occurred Relevant coupons: select the coupon that needs to be shared in order to trigger the 'Coupon was redeemed' campaign

Coupon was

Cashback \ Store Credit

Overview

A simple, One-Tier points level, that allow customers to gain store credit for money they spent in-store\online. The ratio is something that is flexible and can be controlled / set up on the campaign definition.

Get $10 for every $100 spent

Set Up

Customer Facing - Tracker

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Tracker
Customer can opt in and track how much credit, and what is its current status.

Double the Cashback Weekend

Let's say you have a special weekend, like holiday weekend, or a special week - you are promoting a new menu! You can run a promotion to your customers and let them know that for every purchase, they will get double the points during this period of time. For example:
If usually your customers get $10 for every $100 spent - you can set up: to get:
  • $20 for every $100 spent

Points Bank

Overview

Allow customers to accumulate points, and then use them anyway they wish to, according to the points ratio and the rewards you created!
Desktop
Mobile
Rewards are locked until the customers reach the right number of points.
Tracking points

Points FAQ

Do customers collect points, even when they get a free item?

For example, we have a free coupon code for a bowl, if the customer uses it, will they still collect points?
Nope. Customers collect points only on money spent

If you sign up online on a double point day, will you get double the "sign up points"?

Nope. Customers collect points only on money spent.

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Points Ratio

This is the way to set up how many points a customer received for each $1 spent. There is no limitation and you can set it up any way you want to.
Please make sure to set a date for the beginning of accumulation (see image below)
The above sets how many dollars should be spent for an X amount of points, set below
The above sets how many points will be earned for the X amount of dollars, set above

Coupon purchased by Points - Offers for purchase with bank points

Once created the bank points ratio, next step would be to allow the customers to use their points for different bank offers, and define different points level to buy different coupons.

Create the Coupon - Tag price

What you'd basically want to do is define that the coupon will be triggered by the bank points module, when the customer hits 50 points - in this example.

Upload a photo

Not more than 400kb!
Upload photo
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Define the Reward - Type and items

Connect items
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Sign Up / Registration Bonus Points

You can also push your customers to register to your program by incentivize them with Points. for example: get 50 points when registering.

$5 Registration Gift (Money)

Overview

We would like set up a $5 gift for 100 points. Meaning that if I have 100 points in my balance, I can use them to "buy" a $5 to buy anything I want to.

Set Up

Now defining the terms:

Double the Points Day

General

This is a great promotion for days you would like to increase sales and encourage customers to come to the store! We see %10-%25 increase in sales during 'double the points' days comparing to other days.
The only thing you should do is to UPDATE your Points Ratio campaign (in this example, from 1:1 in a regular day to 2:1:1)

FROM: $1 (USD):1(Point)

TO every $1(USD) : 2 (Points)

Just need to update the "Point Bank Amount" field for 2 points.
For a whole day time frame, please insert 00:00-23:59.
Apply points according to: e.g. let's say the 'double the points' campaign is available only on Sundays; If the customer orders on Saturday a pickup for Sunday, and the 'Order Delivery/Pickup Due Date' is selected, the points of this order will be doubled. If 'Order Creation Date' is selected, only orders that were made during the 'double the points' days' campaign will be doubled, hence the order will not be doubled.

End of Campaign

Just remove the scheduled amount override section you created, using the X sign on its right side.
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Multi Tier Program

Tiers are probably the most advanced solution to created loyalty. A tier can be defined by either one of metrics (only one of them):
  • Money Spent - how much money you spent in the past month
  • Points - how many points accumulated in the past month
The minimum Time base is a month.

Get X Points for Money Spent

Get 100 Points if you spend <$100 months

Define the campaign trigger: Tiers
Define the Tiers, and create the Group (which all customers that reached this trigger will added to the the group ("Frequent Buyers")
Choose the "Tier metric":
The tier time base and tier definition:

Customer Facing

Customers can track their progress amongst various tier levels and view their spending target for the upcoming tier level:

Rewards Sharing

Shareable coupon allow customers to share coupons with their friends.

Enable sharing

Any coupon in the system can become a "shareable coupon". In order to make a coupon shareable, go to "advanced options" under the coupon definition:
Once you enable that, a "Share button" will appear under the coupon
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Compensation

Compensation rewards are sent to customers manually only; when creating a new campaign, the Campaign Trigger is 'Compensation'. You can provide a coupon, store credit or points.

Single Use Fixed $5 - Example

Click on 'New Campaign' and select "Compensation" in the campaign trigger, and 'With Coupon' in the promotion type.

Set Up

Trigger
Set up the coupon terms: ($5)

How to send to a customer?

IMPORTANT - the customer has to signed up!
  1. 1.
    First method: Click on 'Send Manually' next to the campaign, and enter the customer's phone number or email address
2. Second method: Search for the customer in the 'Customers' screen, and then click on 'Send Coupon' - only 'Compensation' campaigns appear in this list!
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Manual Update Points

Basically you you would like to create a "compensation campaign" with a specific amount of points.

Set up the campaign

Send the campaign to specific customer

Customer Facing

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Manual Send Gift (product)

Basically you you would like to create a "compensation campaign" with a coupon.

Define Coupon with products

Community Campaigns

Surveys

In order to create a survey that will be sent automatically to the customer after placing an order, please follow these few steps:
  1. 1.
    Create a survey using any platform you prefer, such as: - Survey Monkey - Google Forms
  2. 2.
    Go on the Appfront Portal
  3. 3.
    Go to : Campaigns-> New Campaign
  4. 4.
    Define your campaign:
    1. 1.
      Give it a name
    2. 2.
      Promotion type: Content Only
    3. 3.
      Campaign Trigger : Automatic Lifecycle , Visits, 1 visit.
5. Set up your media channels:
6. Insert content (picture, text and the link to the survey ) to the email
7. Save the campaign 8. Send the campaign to yourself before activating it. 9. The campaign will be sent to each customer after every visit.
10. Let us know if you have any questions!

Feedbacks

Feedbacks is a great tool to let your customers communicate with you directly from your App or from your order online platform. The reason you mainly would like to use that, is that if they have a bad review, instead publish it on the web. you can be the first to know and response directly to them.

Customer Facing - Home page new button

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A new button with the text "Contact us" will be added to your platform (you can choose to change the text to anything else). When the customer will click on the button, he/she will be start filling a feedback section that will go directly to your inbox.
Desktop - top right
Mobile
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Feedback process

Feedbacks are tree of choices. First, you choose the subject:
What's on you mind
According to the customers' choice, it will open the right feedback flow.

Order Experience

Food Quality

App or Web

Send Feedback

Just add text, upload a photo, and send the feedback.
Those feedbacks will go directly to your inbox.

The way it works

We built it in a very flexible way, which allow you to control the text in some way. Every feedback that a customer place, will be sent directly to your email.

Set Up

Define the email inbox you would like to receive the feedback to:
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FeeFeedbacks under Account
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Outline
Introducing new Rewards Platform
Members Vs Guests
Customer Profile
Reports
New sign ups
Set Up
Loyalty Module
Email Template
Roll Out Procedure
Loyalty Programs in Appfront
Create a New Campaign - Campaigns Screen
Campaigns Structure
Define your campaign
Coupon - Design and Terms
Setup your Media Channels
Add or remove from groups
Lifecycle Rewards: Trigger Based Modules
Registration / Sign Up
Visits Campaign - Get Free X for your 10th Visit
No Visit [30, 60, 90 days..]
Birthday
Anniversary
Limited/One-Time Use Promo Code (Campaign)
Money Amount
Punch Card - Buy 3 get the 4th for free
Coupon Related Triggers
Coupon was Shared campaign
Coupon was not redeemed
Coupon was redeemed campaign
Coupon was
Cashback \ Store Credit
Get $10 for every $100 spent
Double the Cashback Weekend
Points Bank
Overview
Points FAQ
Points Ratio
Coupon purchased by Points - Offers for purchase with bank points
Sign Up / Registration Bonus Points
$5 Registration Gift (Money)
Double the Points Day
Multi Tier Program
Get X Points for Money Spent
Customer Facing
Rewards Sharing
Enable sharing
Compensation
Single Use Fixed $5 - Example
Manual Update Points
Manual Send Gift (product)
Community Campaigns
Surveys
Feedbacks