TR

Loyalty & Relationship

Loyalty Tier Change

Tier changes → upgrade celebration or downgrade recovery → exit

Handle loyalty upgrades and downgrades differently: celebrate new benefits on the way up and offer a clear recovery path on the way down.

  • Progression & Milestone
  • Email
  • Push

11 steps · 3 decisions · 1 exit · 1 handoff

Open the canvas

Flow structure

  • 11 steps
  • 3 decisions
  • 1 exit
  • 1 handoff

Core rule

An upgrade and a downgrade are different customer moments and should not share the same message.

Trigger

A loyalty tier changes.

Segment / Eligibility

  • Members with a verified tier change and benefit set.

Journey KPIs

  • Post-tier-change engagement rate