What is Status?
- A Status is a special type of label, categorisation or tag that can be applied to a customer profile
- The status (or statuses) assigned usually defines a profile's relationship with the brand "Staff", "Stylist" or "Influencer" outside of whatever the 'standard' relationship is which may have no status
- Statuses are defined per instance and can be created, edited and rearranged via the Status configuration page in CX Manager
- Statuses can be applied to individual profiles using custom logic defined in your implementation or manually in the CX manager, or optionally by store staff via the Clienteling experience
- Status can be customer-facing or for internal use only depending on brand preferences and needs
- A customer can have no Status, one or multiple attached to their profile
- Status can be ranked in a hierarchy, determining which status takes precedence when a customer belongs to more than one status group, but a specific experience only requires 1 'best' status.
How does Status work?
Status may be used independently or in conjunction with a broader incentive strategy. In which case, the profile's status may modify incentives and experiences such as Reward, Benefit, Tier and Credit entitlements - for example.
- VIP status customers may have an extra 30 days to use rewards or benefits
- Staff status may get an ongoing 40% off full-price benefit
- Ex-Staff status may have the ability to use store credits
- Influencer status customer may get double Tier Points on all purchases, meaning they progress to higher tiers more quickly
- Media status customers may get free delivery on all online orders
Status can be created, edited and ranked from the configuration page in CX Manager. The rank of statuses on this page determines how Omneo treats a customer profile when they belong to more than one status. For example, if a customer is both a "Shareholder" and a "VIP" status, show them the "Shareholder" landing page when they login to your website.
Status can be assigned and removed manually by in-store staff from an individual customer profile in Clienteling.
Status can be updated in bulk as part of the initial Omneo implementation, as part of ongoing internal logic, or third-party integrations - for example, if a customer links their Instagram account to their profile and has more than 10,000 followers then the 'Influencer' status is applied.
Omneo can send statuses (by rank) to third party systems using extensions or webhooks.
When to use Status?
Status is best employed when brands want to identify key customer groups at a glance or modify incentive logic or other experiences based on a known customer categorisation that may not be explicitly linked to standard transaction or interaction logic.
Status serves as a great way to recognise and acknowledge specific customer traits without requiring any action by the individual.