Steps to prepare the loyalty program before launching it to the public

Aug 16
4 min read

Updated: Aug 21

Introduction

In an era of fierce competition, it has become... Loyalty program It is one of the most important tools that helps projects and companies enhance their relationship with their customers and transform them from mere passing buyers into permanent customers. But the success of any loyalty program does not depend only on the offers or points it offers, but rather it begins much before that, through... Configure the system properly before releasing it to the public.

Launching an ill-considered loyalty program may lead to adverse results, such as confusing customers or burdening the company with high costs without return. While systematic advance preparation ensures clarity of benefits, ease of use, and sustainability of results.

In this article we will discuss Steps to prepare the loyalty system before launching it to the public Step by step, with practical examples and tips that can be applied to various sectors: restaurants, cafes, online stores, and brick-and-mortar stores.

First: Define goals accurately

Before thinking about designing cards or point offers, a company should answer a basic question: What is the purpose of the loyalty program?

Objectives could be:

Increase repeat purchase rate.
Increase the average bill value.
Improving brand image.
Collect customer data to understand their behaviour.
Convert existing customers into indirect marketers via recommendation.

👉 Practical example: A small restaurant might aim to have customers visit the place 3 times a month instead of once. While an online store may seek to increase the shopping cart with additional products through loyalty points.

Second: Study customers and understand their behavior

No loyalty program will succeed if it is not built on a precise understanding of customers.

What motivates them to buy again?
Do they prefer direct discounts or symbolic gifts?
Do they like challenges and competitions?
Do they interact more through the app or through Instagram?

Data collection methods:

Short questionnaires (3 questions via WhatsApp or email).
Analyze purchase history.
Follow comments on social media.

👉 Example: If you discover that 70% of your customers prefer free coffee coupons instead of cash discounts, your loyalty program should reflect this preference.

Third: Choose the type of loyalty program

There are several types of loyalty programs, and choosing the appropriate type is an essential step in configuration:

Point System: Every purchase gives points that can be redeemed. ✔ Suitable for restaurants and cafes.
Tier System: The more a customer spends, the higher their level (Silver, Gold, Platinum).✔ Suitable for luxury stores and airlines.
Paid Membership: The customer pays a small amount for big benefits (such as Amazon Prime).✔ Suitable for online stores or delivery services.
Engagement Loyalty: Reward customers for engagement, such as sharing content on Instagram.✔ Suitable for young brands.

👉 Advice: Some small projects start with the easiest one Points The program later evolved into a more complex system.

Fourth: Determine the budget and cost

A successful loyalty program does not mean offering endless discounts. It must be calculated Return on investment ROI accurately.

Steps to calculate the budget:

Determine the average value of monthly purchases.
Calculate the ideal discount percentage or bonus value (not to exceed 5-10% of sales value).
Create scenarios: What if 500 customers sign up? What if 5000 customers?

👉 Example: If the average customer bill is 100 riyals, and the loyalty reward of 10 points is equivalent to 5 riyals, you are only giving 5%, which is an acceptable level.

Fifth: Testing the technical infrastructure

Today, the loyalty program is no longer just a paper card, but rather relies on technologies such as:

Mobile application.
Cashier system (POS) integrated with loyalty.
A website that supports account management.

What to test before launch:

Ease of client registration.
Clarity of points balance.
Speed of redeeming rewards.
Send instant notifications after every purchase.

👉 Tip: Try the system with a small group of customers (10–20 people) before rolling it out.

Sixth: Training employees

Employees are the most important link between the system and the customer. If they do not understand the software well, the customer will not trust the system.

What should be trained for employees:

Explain how to earn points.
How to redeem rewards.
Dealing with frequently asked questions.
Skills to convince the customer to participate.

👉 Example: A cashier says with a smile: “Do you want to join the loyalty program to get a free coffee every 5 visits?” This sentence alone could double the number of people enrolled in the program.

Seventh: Preparing a marketing plan for the launch

Launch needs to suspense And not just an advertisement.

Promotion tools:

Posts on Instagram and TikTok explaining the benefits.
WhatsApp or SMS messages addressed to existing customers.
Special offers for the first week (eg: double points).
A short video explaining how to subscribe.

👉 Tip: Make the message very simple, for example: “Every visit = points, every points = gift!”

Eighth: Design a simple and easy-to-understand interface

The client will not complete the program if it is complicated.

Characteristics of a successful interface:

Clarify the balance immediately.
The replacement steps are clear.
Use attractive icons and graphics.
Full support for the Arabic language.

Ninth: Establishing a mechanism for follow-up and development

Software configuration does not stop at launch, but must be constantly monitored.

What to watch for:

Percentage of clients participating in the program.
Frequency of purchase after subscription.
Number of rewards redeemed.
Customer comments about ease of use.

👉 Example: If you notice that 80% of customers have not redeemed their points, it means that redemption is complicated or the rewards are unattractive.

Tenth: Building emergency scenarios

What if a technical glitch occurs? What if customers feel that the rewards are weak?

You should have alternative plans such as:

Compensate clients manually.
Launching a “Bonus Points” campaign to encourage usage.
Adjust rewards to suit their expectations.

Conclusion

Launching a successful loyalty program begins Before launch. Good preparation means:

Clear goals.
Accurate understanding of customers.
Reliable technical system.
Staff training.
Thoughtful marketing plan.
Continuous follow-up and flexible development.

A loyalty program is not just a marketing tool, it is a long-term investment in building a trusting relationship with customers. The more professional the setup, the more the program turns into a real engine of growth and profitability.