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ReactorCX Knowledge Base

Welcome to ReactorCX. We hope that this tool will enable your organization to deliver a world-class customer experience and enable true customer-centric innovation.

ReactorCX (RCX) is a real-time, cloud-based RESTful application used to execute

  • Point promotions, rewards, redeeming rewards or points using the Rules Engine
  • Discount pricing strategies using the Discounting Engine.

Both engines construct the loyalty programs in ReactorCX. RCX is distributed in the SaaS model (B2B).

This knowledge base (KB) is for anyone who is using ReactorCX to define loyalty programs, manage members, manage system settings, and viewing analytics reports. The KB consists of the following guides:

Member Management Guide
Provides detailed information to technical users who inspect member and activity details and perform administrative changes such as executing manual transactions, tier upgrades, and so on.
Program Administration Guide
Provides detailed information to technical users regarding ReactorCX (RCX) loyalty program administration and configuration, helping you to configure and manage a wide range of features.
FeedXChange Guides
Provides instructions for ReactorCX administrators to configure batch processing for systems that don't connect to RCX using the REST API.
Member Care Portal Guide
Provides instructions for looking up members, answering questions regarding the details of loyalty accounts, making adjustments to point balances, and other loyalty services.
ReactorCX Security Administration Guide
Describes administration tasks such as setting up users and permissions and integrating with Open ID Connect providers.
REST and Event API Reference
Enables your developers to read and modify objects via CRUD operations and process activities within the ReactorCX engine.
Data Warehouse Reference Model
Provides the database schema for developers using the APIs.
Rule Action Reference
Provides detailed descriptions of the rule actions that program administrators configure when designing rules for a loyalty program.

What's a Loyalty Program?

As Wikipedia defines it, loyalty programs are structured marketing strategies designed to encourage customers to continue to shop at or use the services of a company/business. The goal is to increase customer loyalty and capture buying patterns of the customer.

A loyalty program rewards customers when they make purchases from a business. The more a customer shops with the company, the more rewards they receive. Businesses choose membership requirements and incentives to offer. For example, a loyalty member might receive a free item for every $50 spent. Different incentives can be offered to participating customers. Customers can get free products, services, or discounts.

The program is the highest-level entity in RCX. Most businesses have one loyalty program. A business could have multiple programs if they have two implementations or require demarcation for different countries.

Businesses design loyalty programs based on the research and analysis of their customer base and how they want to affect their customer's behavior. Some increase the frequency of a customer's interactions, some target the total dollars spent on each transaction, others observe buying patterns, and so on.

Loyalty programs can be of different types based on the industry and capacity of the business

  • Points based
  • Tier-based
  • Fee-based loyalty programs
  • Discounted or non-monetary loyalty programs

The loyalty programs in RCX are defined/configured using three main components:

  • Policies
  • Rules
  • Flow

Policies

Policies in RCX are sets of principles to guide decisions, implemented as a procedure or protocol. They're the configurations that define the intent or behavior of RCX application. Policies assist in objective decision making and define the operations. These policies assist in governing the rules engine and the discounting engine.

Reward Policies or Discount Engine

Reward policies are the configurations required in RCX to execute the discount pricing strategy, which comprises the discount engine. The discount engine provides numerous features for setting up coupon/discounts such as:

  • Effective/expiration dates, products, locations, and segments for eligibility
  • Budget and redemption Limits
  • Discount limits—restricting the usage of coupons/discounts (for example, per offer)
  • Discount types

The discounted aspect of the loyalty program (providing discount codes and promo coupons) is defined in the discount engine.

RCX has three types of policies that can be configured using the rewards policies in RCX. The classification of the reward policies (intended use) is built on who would be eligible for it. The policy types are as follows:

  • Offers: These are the discounts provided to certain loyalty members based on different criteria.
  • Global Offers: These are discounts provided to all the members of the loyalty program.
  • Rewards: These are coupons/discounts that are earned based on the purchases made by the loyalty member. For example, a purchase amounting to $30 would earn a reward of 5% off the next purchase, or the customer would get a free hot coffee after buying hot coffee on six consecutive days.

What's a Discount Pricing Strategy?

It's a temporary decrease in price for a product or service to increase sales revenues. Discount pricing strategies can be of various types, such as quantity, seasonal, cash, or promotional discounts.

What Are Point Promotions?

Points represent any currency earned as part of a loyalty program that can later be redeemed for something of value. Every dollar or currency unit spent by the loyalty program member converts to points (virtual currency) based on a multiplier value (for example, $1 =10 points, so the multiplier value here is 10). The multiplier value is determined by the business based on the industry and the value of the purchase. These points could be redeemed for a reward at the point of sale system or online; customers need to accumulate a certain number of points so they can redeem a reward, such as special customer treatment, free products, or discounts.

The conversion from currency to points is the most straightforward point promotion. The list of point promotions that can be configured in RCX are:

  • Simple Promotions: These promotions reward points for a single purchase as stated earlier.
  • Frequency Promotions: These promotions reward points for multiple purchases of the same product, for example, after six consecutive purchase of hot coffees every day, get the seventh hot coffee free.
  • Bonus Promotions: These promotions reward extra points for purchases of a specific combination of products, for example, get 300 Bonus Points when you buy a Magnum® Ice Cream Bar 90ml.
  • Action-Based Bonus Promotions: These promotions reward points for some action other than purchase such as referring someone to register with the loyalty program or sharing the visit to the business's store on social media.