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Changing Loyalty Members' Tier Status Manually

Tier status is automatically calculated based upon the number of qualifying points a member has earned.

In special situations, you may want to manually change a member's tier status. For example, a consultant who travels continuously is a Platinum member, but this consultant is assigned to a project that requires no travel for nine months. By default, the consultant would lose Platinum status. Because you know the consultant will be a valuable customer again after this project is completed, you manually assign the customer Platinum status.

Before changing a member's tier status manually, a member service representative must investigate whether the member should be awarded a special status. This decision depends on your business model, but before doing it, the member service representative might evaluate the member by:

• Viewing Loyalty Members' Point Balances
• Entering and Viewing Loyalty Members' Value Scores
• Viewing Loyalty Members' Activities

Entering and Submitting the Special Tier Status

When member service representatives decide that members should be awarded the special status, they enter the status and submit it to a manager for approval.

To enter and submit a special tier status

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member.
3. Click the Tiers view tab.
4. Add a new record to the Tiers list, and complete the necessary fields. Some fields are described in the following table.

   Field	Comments
   Tier	Select the special tier status.
   Start Date	Enter the date when the special tier status becomes active and overrides the default tier status.
   End Date	Enter the date when the special status is no longer active.
   Submit To	Select the manager who must approve this request.

5. Click Process.

Approving or Rejecting the Special Tier Status

The responsible manager reviews the request for special tier status and approves it or rejects it.

To approve or reject the special tier status

1. Navigate to the Loyalty Members screen.
2. In the link bar, click Member Tier for Approval List.

   The My Tier Approvals list appears, with all the tier changes that this manager must approve.

3. To approve the special status, select Approved in the Approval Status field.
4. To reject the special status, select Rejected in the Approval Status field.
5. If an additional level of approval is required, select the manager who must give this approval in the Submit To field.

Contacting the Member

The member service representative views the status field and contacts the member to tell the member that the request for special status has been approved or rejected.