ServicesLoyalty services from design
Loyalty services from design
to everyday operations
Xoxoday supports loyalty and rewards programs end to end, from first design to day-to-day operation. Engage for a single service or the full set - to launch a new program, move off a legacy platform, or grow one already in market.
Loyalty Program Design
Xoxoday designs loyalty programs around the client's business goals, customer segments, and economics. The output is a program blueprint the client can take to launch.
How the design engagement runs
- 1Discovery: stakeholder workshops, review of customer data, current programs, and business targets.
- 2Benchmarking: comparison against competitor and best-in-class programs in the client's industry and market.
- 3Concept options: two or three program models with trade-offs in cost, complexity, and expected impact.
- 4Detailed blueprint: full rules, tier thresholds, reward mix, member journeys, and communication touchpoints.
- 5Business case: projected cost, liability, and return, with sensitivity to points value and redemption rates.
- 6Sign-off and handover: the approved blueprint becomes the build specification for implementation.
Key design decisions we help clients make
- Points-based, tiered, paid, or hybrid program model
- How generous to be, and where to set the points value so the program stays profitable
- Which behaviours earn beyond purchases, such as referrals, reviews, app usage, or digital adoption
- How to balance instant gratification with aspirational, high-value rewards
- Whether to run alone or bring in partners to widen earn and burn options
What the client receives: a program blueprint, a rewards strategy, a financial model, member journey maps, and a KPI framework.
Implementation & Migration
Xoxoday takes a program from blueprint to live, and moves existing programs off legacy platforms without disrupting members. A dedicated implementation team runs each project against an agreed plan and go-live date.
Implementation
- Requirements gathering and solution design aligned to the program blueprint
- Platform configuration: program rules, tiers, campaigns, and reward catalog
- Integrations with core systems such as CRM, POS, core banking, e-commerce, and data platforms via APIs
- Branded member experiences across web, app, and white-labelled storefronts
- Testing (functional, integration, and UAT) and launch support
Migration
- Assessment of the current platform, data model, and member journeys
- Migration of member profiles, points balances, tier status, and transaction history
- Data validation and reconciliation so every balance matches at cutover
- Phased or big-bang cutover planning, with rollback options
- Member communications to keep the switch seamless
Governance: a named project manager, weekly status reports, a shared RAID log, and steering committee reviews at each phase gate.
Professional Services
Xoxoday's professional services team extends the client's own team after launch, so the program keeps improving rather than standing still.
What the team does
- Custom development: features, workflows, and integrations beyond standard configuration
- Campaign management: planning and running promotions, bonus-point offers, and seasonal campaigns
- Analytics & insights: program performance reviews, member behaviour analysis, and optimisation recommendations
- Rewards & catalog management: sourcing, curating, and refreshing rewards across categories and geographies
- Managed services: Xoxoday operates the program day to day on the client's behalf
- Advisory: periodic business reviews and program health checks with a dedicated account team
Typical program improvements we deliver
- Re-engaging inactive members with targeted win-back campaigns
- Tuning earn and burn rules to lift redemption without overspending
- Adding new partners and reward categories to keep the catalog fresh
- Launching gamification, challenges, and milestone rewards
- Building custom reports for finance, marketing, and leadership
Support & Training
Xoxoday keeps the program running reliably and makes sure the client's teams can use the platform confidently.
Support
- Multi-channel support via email, ticketing, and phone
- Defined SLAs by issue severity, with escalation paths
- Platform monitoring, incident management, and root-cause reporting
- Fulfilment and redemption support for rewards and vouchers
Training
- Admin training on program configuration, campaigns, and reporting
- Role-based sessions for operations, marketing, and customer service teams
- Help Center documentation, guides, and release notes
- Refresher sessions when new features ship
Support tiers
| Level | Handled by | Typical issues |
|---|---|---|
| L1 | Support desk | How-to questions, access issues, member queries, redemption status |
| L2 | Product support specialists | Configuration problems, data discrepancies, integration errors |
| L3 | Engineering | Platform bugs, performance incidents, fixes that need code changes |
FAQs
Common questions about Loyalife services
Four areas: loyalty program design (consulting, program economics, pilot design), implementation and migration (configuration, data and points migration, go-live), professional services (campaign operations, catalogue management, member support desk), and support and training (account management, 24/5 support, SLAs, training).
Yes. Implementation and migration covers configuration, data and points migration, and go-live, so existing members and balances move across to Loyalife.
Yes. Pilot design is part of loyalty program design, alongside loyalty consulting and program economics, so you can test the program before rolling it out.
Professional services covers campaign operations, catalogue management, and a member support desk, so your team can hand off day-to-day operations or keep them in-house and use us for the parts you need.
Support and training includes account management, 24/5 support with defined SLAs, and training for your team.