Loyalty Training
Square Loyalty Training
When you sign up for Square Loyalty, your customers earn points for every purchase they make, even when they use cash, from your Square Point of Sale App.
They don’t need to receive a digital receipt in order to accumulate points – simply have your customer enter their phone number after they checkout. Your customers will be notified via SMS when they sign up with a link to their Loyalty activity in Cash App, and each time they earn a reward.
Loyalty
Get Started with Square Loyalty
Get Started with Square Loyalty Promotions
Overview of Square Loyalty
Manage Your Square Loyalty Program
Loyalty Text Message Marketing
Get Started with Customer Information Collection
How Customers Track Their Loyalty Status
Apply Coupons and Loyalty Rewards to Purchases
Square Loyalty FAQ
You can create up to 15 unique reward types for your program, and reward names can be up to 100 characters. However, we recommend keeping reward names around 50 characters or less for easier display across your Point of Sale and receipts and during the buyer enrollment process.
If your business has multiple locations, you can create a loyalty program that works across any or all of them.
Promotion types can be a point multiplier (like buyers earn double points on a transaction) or bonus points (like buyers earning an extra five points on their transaction). Note: Promotion names are limited to 50 characters or less.
Choose how customers earn a point. You can set a purchase minimum to define how customers can earn a reward by:
- Visit: Reward points based on a per-visit minimum. For example, if your customer spends more than $5, they’ll earn one point per item/visit. This program type also allows you to exclude items from accruing points.
- Amount Spent*: Reward points based on the total amount spent before tax and tip. For example, one point per every $5 spent on a purchase.
- Any Item or Category: Reward points based on purchasing a specific item or category. For example, a drip coffee earns 1 point, a latte earns 2 points and a sandwich earns 3 points.
Redeeming Rewards
Select how you’d like to reward your customers:
- Discount on the Entire Sale: Set a fixed percentage or dollar discount for the entire sale.
- Discount on an Item or Category: Set a fixed percentage or dollar discount on specific items. For example, 20% off all coffee.
- Redeem a Free Item: Select a specific free item. For example, a free latte.
Redeem Rewards Overview of Square Loyalty
Points are accumulated until the customer decides they want to redeem a reward.
If the customer is completing their transaction with the payment card that is linked to their loyalty profile, they will automatically be shown any available rewards during checkout. Once rewards are redeemed or skipped, you can proceed to checkout as normal. This is currently available for payments processed on Square Register, Square Terminal, and the Square Point of Sale app for iOS and Android devices
Buyer Check-In and Enrollment
After you’ve set up and activated your Loyalty program and subscription you can opt to show your customers a screen during the transaction, inviting them to enroll or check in to your Loyalty program with their phone number. The Loyalty screen will appear during each transaction regardless of whether their purchase has earned them a point or reward.
After each transaction, your customer will receive a text message indicating they’ve been enrolled and, if applicable, earned their first point, along with a link to their loyalty program status.
Note: Your customer will receive SMS messages when they enroll in your loyalty program, when they earn points, when they are eligible for a reward, or when their points are expiring. They can unsubscribe from SMS messages at any time. If they are using Cash App to track their Loyalty status, they can also configure their Loyalty notification settings on their mobile device directly.
Your customer’s loyalty account number is connected to their phone number. They can pay with different cards, checks, gift cards or cash, and still earn points towards rewards by entering the same phone number.
Loyalty Text Message Marketing Loyalty Text Message Marketing
Text Campaigns are one-time texts that are sent to your customers. Select the type of blast campaign you’d like to send, then customize the wording and coupon.
Important Notes:
To use this feature, you must be subscribed to Square Loyalty (as well as Square Marketing). Feel free to start a 30-day free trial if you aren’t using Loyalty or Marketing already.
Text campaigns are not location specific and all customers who are opted-in will be messaged simultaneously, regardless of their timezone. Please keep this in mind when sending texts, particularly if you have locations across multiple time zones.
Manage Your Loyalty Program Get Started with Square Loyalty
Edit your Loyalty Program: Update your Loyalty program from the Settings page of your online Square Dashboard anytime with no affect on your customers’ existing, earned points. Read more about managing your Square Loyalty program.
Add tiers to your Loyalty Program: Add tiers to your program from your online Square Dashboard, and customers will accumulate points towards rewards based on predefined tiers. Read more about creating a loyalty program.
Redeem rewards: Once you’ve set up your Loyalty program, you can easily view and redeem rewards your customers have earned from the Square App.
Assign Loyalty permissions to your team: You can assign permissions to your team to allow them to take action on your Loyalty account. Actions include viewing Loyalty reporting, managing customer data, and configuring your Loyalty program settings.
Create a Square Loyalty promotion: By creating a promotion within your existing program, customers are incentivized to return to your business for events like happy hours or holiday events to earn extra rewards, boosting sales for your business. Read more about promoting your Square Loyalty program.
Add Tiers: You can create loyalty tiers to expand rewards offerings based on a buyer’s progress within a loyalty program. Customers start out in your base tier, which is your core loyalty program, and move up tiers as they shop and earn points with your business.
Manage your Loyalty Customers
Enroll your customers: After you’ve set up and activated your Loyalty program and subscription, a screen inviting your customers to enroll in your loyalty program will appear after each transaction regardless of whether their purchase has earned them a point, reward or not.
View a customer’s Loyalty status: You are able to keep track of your customer’s loyalty status from your Customer Directory. Access their profile activity feed to see when they enrolled, points and/or rewards earned, redemptions, and more.
Manually adjust a customer’s Loyalty status: To edit a customer’s point count, locate their customer profile from your online Square Dashboard or the Square Point of Sale app and assign them the correct number of points.
View your customer’s rewards and coupons: Scroll to the Rewards section of a customer’s directory profile in your online Square Dashboard to see earned coupons and rewards, and to void any if needed.
Update a customer’s Loyalty phone number: Update or correct a customer’s phone number by searching their Customer Directory profile
View a Customer’s Loyalty Status Manage Your Square Loyalty Program
Square Loyalty integrates with the Square Point of Sale app and your Customer Directory to keep track of your customers’ loyalty status. View a customer’s loyalty status from their profile activity feed to see when they enrolled, points and rewards earned, redemptions, and more.
A customer’s activity feed will reflect the following loyalty events:
Enrolled in Loyalty: Customers are enrolled in your loyalty program by entering their phone number after an eligible purchase.
Earned a Point or Reward: See how many points and rewards were earned and at which locations.
Manually Added/Removed Points: See if a customer’s points were adjusted.
Loyalty tiers: If you have loyalty tiers in your program, customers can view their current tier, including any bonus points, and will receive notifications when their tier changes.
Automatically transferred balance of points: Customers who may have inadvertently created multiple loyalty profiles have them automatically merged by our system to prevent lost points or rewards. For example, if they used the same card twice but accidentally entered the wrong cell phone number, we’ll pick up on it and fix it for you. Read more on how to merge a customer’s profile.
Signed up for the Mailing List: See when a customer signs up for your mailing list and if they did so in return for points. When you enable the Collect Contacts feature in Square Loyalty, new customers will receive an SMS message offering an additional amount of points in exchange for their email address.
Reward Redeemed: See when customers redeem an earned reward and at which location.
View Loyalty Points and Rewards in Current Sale
You can view the number of points your customer will earn before you finalize the transaction, during the checkout process in the Current Sale section. To make sure your customers are able to redeem the points earned in a purchase, you’ll need to add them to the transaction.
Apply Coupons and Loyalty Rewards to Purchases Apply Coupons and Loyalty Rewards to Purchases
You can redeem rewards from the Square app by searching for your customer’s name, email address, or phone number, or by entering their reward code. Be sure you’re using the most updated version of the Square app to access this feature.
Get Started with Square Loyalty Promotions Get Started with Square Loyalty Promotions
If you don’t know where to start, Square Loyalty offers templated promotions that are optimized for your business:
Slow hours: Attract customers to your business during times on days that aren’t busy by offering extra points for their visit. This promotion is calculated based on the average transaction count per hour over the past 90 days.
Holidays: Reward your customers with custom points for spending with your business during certain holidays. Preset holidays include New Years, Black Friday, Labor Day, and more.
Item spotlight: Offer customers extra points for purchasing featured items from your business.
Category showcase: Promote purchases for an entire category of items.
Square Loyalty also integrates with Square Email Marketing so you can send email or text message campaigns to your customers to drive repeat visits.
Create a Promotion
To create a Loyalty promotion, you’ll need to have an existing Loyalty program set up. Learn more about setting up your Square Loyalty Program.
Keep in mind that item and category promotion criteria are only available for visit and spend-based Loyalty programs at this time.
Once you create a promotion, you can view and edit your promotion from the Promotions tab in the Loyalty section of your online Square Dashboard. The ability to manage promotions from your Point of Sale app is not available at this time.
No action is required from the business or the customer to apply a promotion to a sale. Promotions will automatically apply to qualifying transactions during the checkout process with your customer, and transactions that do not meet your promotion criteria will not be awarded the additional points. A buyer’s promotional points will also automatically adjust for refunded transactions.
Note: Loyalty promotions are limited to one transaction per customer per day, and are available to all customers enrolled in your Loyalty program.
Send Promotion Campaigns
If you subscribe to Square Marketing, you can send text message or email marketing campaigns to your customers about your promotion details. When creating an email marketing campaign, you’ll see an option to announce a loyalty promotion to reach your customers. Both templated promotions and promotions created from scratch can leverage marketing campaigns to reach your customers. If you use a templated promotion, a customized text message marketing message will also be auto generated for you to send to your buyers. Buyers must provide either their phone number or email address to check in or enroll with your Loyalty program.
You can send a text message (SMS) marketing campaign to buyers who have a phone number saved to their profile when you create a Loyalty promotion from the Promotions tab of your online Square Dashboard.
If sending an email marketing campaign, you’ll need to create the campaign from the Marketing tab of your online Square Dashboard. Email campaigns can only reach customers with an email address on file.
Customers who receive a campaign message from you can see additional details about your promotion through their online buyer status page.
Promotions Reporting
If you are using text message marketing to reach your customers your promotion details will be reflected in your Loyalty reporting once you create your first promotion. For any promotion, you can see the following data:
Customers claimed: The number of buyers who triggered the promotion and the number of times they triggered the promotion.
Attributable transactions: The number of transactions where the promotion incentive was triggered.
Attributable sales: The total amount of sales from transactions where the promotion incentive was triggered.
Note: Reporting for loyalty promotion redemptions sent through a Square Marketing campaign does not appear in your campaign reporting, but does show general customer visits. All loyalty promotion information is reflected in your Square Loyalty reporting metrics.