Customer Loyalty Program: Points System, Bonus Usage, and Gift Campaigns

The most effective lever for continuity and profitability is a loyal customer. In service businesses such as dry cleaning, carpet washing, shoe care, tailoring, and car wash, a well-designed loyalty program increases repeat purchases, boosts basket size, and reduces churn. This page details how the points and bonus system, gift campaigns, segmentation, and notification flows work in full integration with your store program.

Why a Loyalty Program?

• Repeat purchases: Accumulated points/bonuses bring customers back; conversion is accelerated in periodic services (carpet cleaning, maintenance, alterations).
• Higher basket size: Thresholds like “Free service/discount with X points” increase revenue per customer.
• Personalization: Targeted offers based on frequency, spend, and service type improve communication quality.
• Measurable ROI: Campaign results are reported instantly; underperforming offers are quickly optimized.

Points System: Earning, Redemption, and Validity

The system automatically applies earning and redemption rules on every order. Points can be defined with different multipliers per piece/m², category, or branch.

• Earning: e.g., 5 points for every 100 TL; 2x points on certain services during campaigns.
• Redemption: At checkout, “Pay with points” reduces the order total; synchronized with POS/online payments.
• Expiration date: Points can expire (e.g., after 180 days); reminders are sent before expiry.
• Tier system: Bronze–Silver–Gold levels; higher tiers earn more points and enjoy special privileges.
• Family/Corporate pool: Multiple accounts can share a common pool; permissions and limits apply.

Bonus Usage: Wallet, Packages, and Promotions

Points can be converted into bonuses or combined with prepaid packages. Bonuses are visible at both in-store POS and online checkout.

• Wallet/bonus balance: Stored in the customer’s wallet; partial usage is supported.
• Prepaid packages: “10 washes package” or “X m² carpet cleaning”; automatically deducted with each use.
• Combined payment: Bonus + cash/card can be used together; remaining balance goes to POS.
• Refund/cancellation scenarios: If a bonus was used on a refunded order, it is either reissued or reloaded per your rules.

Gift Campaigns: Hooks That Attract Customers

• Welcome gift: Extra points or “first shirt free” as a micro-incentive on the first order.
• Birthday & anniversary: Automatic coupon/bonus assigned by date; reminders for limited validity.
• Refer a friend: Double-sided bonuses for both referrer and referee; fraud prevention rules apply.
• Win-back offers: Special deals for inactive customers (e.g., no visits for 90+ days).
• Seasonal campaigns: “Early bird earns more” multipliers before peak carpet cleaning seasons.

Multi-Branch and Channel Integration

The loyalty program works with a single wallet across in-store POS, online orders, courier apps, and call centers. Points/bonuses transfer across branches, with configurable multipliers. POS (Ödeal, Hugin, Pavo; SmartOne & Omnitech in AZ) and online payments (PayTR, iyzico) are synchronized automatically.

Segmentation and Rule Engine

Targeted campaigns are defined based on customer behavior:

• Behavioral: Service type (ironing, dry cleaning, carpet), basket size, visit frequency.
• Time-based: Last visit date, seasonal transitions, holidays.
• Location-based: Branch region, courier routes, pickup/delivery preferences.
• Campaign rules: Priorities for overlaps, minimum basket, per-use limits, X times per customer abuse prevention.

Communication: SMS/WhatsApp and Email Notifications

Campaign and points status updates are automatically sent via SMS/WhatsApp and email. Dynamic placeholders (name, branch, points balance, expiry date) personalize messages. Notifications can also include reminders for order pickup or “points expiring soon” alerts.

Online & In-Store Flow Example

1. Customer places an online or in-store order.
2. Pricing and campaign engine applies; points/bonuses are calculated and added to the wallet.
3. At checkout, customer selects “Use points/bonus”; remaining balance is paid via POS/online.
4. Invoice/e-Archive is triggered; balance and campaign reports are updated.
5. When a set threshold is reached (e.g., 500 points), a gift/discount coupon is issued automatically.

Campaign Examples (Ready Templates)

• Buy 4, pay for 3: The lowest-priced item free. Coupon/bonus overlap rules configurable.
• Season opening 2x points: Double points for carpet cleaning during a 2-week seasonal campaign.
• Gold tier bonus: 10% discount + 1 m² free cleaning for Gold members.
• High-value basket bonus: Extra 100 bonus for orders above 1000 TL.
• Family account: +20% point multiplier when 3 accounts from the same family are linked.

Reporting and ROI Measurement

• Participation rate: Percentage of customers enrolled in the loyalty program.
• Repeat purchases: Return rates within 30/60/90 days.
• Basket impact: Basket size difference between orders with and without points/bonus usage.
• Campaign ROI: Distributed bonuses vs. additional revenue; underperforming campaigns can be stopped.
• Customer lifetime value (LTV): Revenue per tier, effect of refunds/cancellations, channel-based breakdowns.

Setup Steps

1. Define rules: Point multipliers, bonus rules, tier thresholds, expiry dates.
2. Integrations: POS and online payments synchronize points/bonus in real time.
3. Segments: Customer groups by frequency, spend, and service type.
4. Templates: SMS/WhatsApp and email messages with triggers.
5. Testing & launch: Trial runs, refund/cancellation cases, and reporting validation.

Frequently Asked Questions

Can points be converted into cash?
Depends on your rules. Typically, points are used only for services/discounts, not cash withdrawal.

Can points and bonuses be used together?
Yes. Priority (e.g., bonus first, then points) is configurable in the panel.

Do points transfer between branches?
Yes. The single-wallet structure supports multi-branch use, with different multipliers if needed.

How is fraud prevented?
Identity/phone verification, per-use limits, overlap rules, and staff approval flows minimize abuse.

Is it compatible with online payments?
Yes. Payments made via PayTR/iyzico automatically calculate and apply points/bonuses.