Name: Introducing Loyalty in SAP Engagement Cloud, Emarsys Edition
Uploaded: 2026-6-5
Duration: 271 s
Description: In this video, we explain the basic terminology of the integrated SAP Engagement Cloud Loyalty solution so you'll get a better understanding of what are the Loyalty Wallet, Plans, Points, Tiers, Benefits, Actions, and Rewards.

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<div><div><div>In this video, we explain the basic terminology of the integrated SAP Engagement Cloud Loyalty solution so you'll get a better understanding of what are the Loyalty Wallet, Plans, Points, Tiers, Benefits, Actions, and Rewards.</div></div></div>

Introducing Loyalty in SAP Engagement Cloud, Emarsys Edition

Welcome! In this short video, we’ll introduce the basics of the Loyalty solution. We have a simple use case to show you how a contact joins, collects and redeems points and rewards. With Loyalty you can drive customer engagement and lifetime value with a personalized loyalty program. It allows you to assign rewards and special statuses to your customers based on their interactions, level of engagement, or based on their spending. You can control how and what they get in return. In your account, you can set up and manage your loyalty plan. Use your Loyalty plan to control Loyalty Tiers, Benefits, Actions Vouchers and much more. Choose your Loyalty plan based on your business model to realize and communicate your strategy to your customers. Let’s start with our use case. Imagine that you have just released your loyalty program and Rachel - one of your customers - visits your store. She is immediately introduced to the Loyalty Program by opening the Loyalty Wallet and receiving an incentive to join. This customizable floating widget on your website is what we call the Loyalty Wallet. Once a customer has joined Loyalty, they manage everything here. They collect points and vouchers and spend them, view their tier status, benefits, history, and other information concerning your loyalty program. The look and feel of the Wallet can be easily customised to fit your brand.  In our example, Rachel joined a “Points &amp; Redemption” plan so she earns points for completing actions. Points are our standard currency for Loyalty. You can call your currency “points” or anything that resonates with your brand like “stars” or “coins”. Rachel uses points as a currency to redeem various Vouchers and to move between tiers. In this use case we have three tiers - we’ll call them Bronze, Silver and Gold - but you can have one tier only if you prefer. Rachel enjoys different rewards according to the tier she is in. We call these specific rewards “Tier Benefits”. So for example if Rachel is in the Bronze tier she gets a gift of a 10% off voucher, but once she moves to the Silver tier she will get 15% off and early access to special offers. There are many different types of benefits, each of which is defined by you and is displayed in the Wallet. Actions are the customer-side interactions with your Loyalty plan. In our example, Rachel received 100 points for the action of joining Loyalty. Your Loyalty plan is based around offering incentives to customers to take actions and rewarding them for doing so. Actions can result in earning points or getting other rewards. Points and rewards are great ways to enhance the engagement of customers and to provide them with exclusive services. Your actions can be designed for various purposes: to drive a purchase or a special promotion, to collect CRM data or reviews, to offer products or rewards based around an event. A birthday can be a meaningful event that lets customers unlock more points. Here we have a “Weekend Sale” promotion example, that allows Rachel to earn double points when she makes a purchase this weekend. This drives more purchases for you and gives her the motivation to buy the French beret she always wanted. So far simple, but what can she do with all the goodies she has in her wallet? Exactly! She can redeem them! For the 200 points she got for joining and purchasing during the weekend sale she can redeem exclusive early access to a special sales page. Rachel was so satisfied by her new beret and how easy and fun it was to get it with Loyalty, that she wants to share this with her friends. By setting up Referral actions, you may even help Rachel to invite new contacts into your Loyalty program. Setting up a Referral action is very similar to creating other Loyalty actions. You set up your message, select the channels for sharing your invite and finish the setup. And these are the basics of the Loyalty! I hope that you enjoyed the session, and thank you for your attention!