The VP of Loyalty at Northern Trail outfitters (NTO) Retailers has decided to implement a Loyalty program to increase customer spending and improve customer lifetime value. Which two features should be configured in Salesforce Loyalty Management?

To increase customer spending and lifetime value, a loyalty program must provide a clear structure for progression and tangible incentives. Loyalty Tiers (D) establish a hierarchical structure (e.g., Silver, Gold, Platinum) that motivates members to increase their engagement and spending to achieve higher status. Member Rewards and Benefits (A) are the actual perks, such as discounts, exclusive access, or free products, that members receive. These benefits are often tied to specific tiers, making the progression through tiers desirable. Together, these two features create the core framework that encourages repeat business and enhances customer lifetime value.

B. Loyalty Segments: Segments are used to group members for targeted promotions or analysis, but they do not inherently create the incentive structure that drives spending, unlike tiers.
C. Loyalty product Pricing: This is not a standard, distinct feature in Salesforce Loyalty Management. Special pricing is typically implemented as a benefit or through a voucher reward, not as a separate foundational component.

1. Salesforce Help, Tiers in Loyalty Management: "Tiers are the levels of a loyalty program that members can be in. Members are upgraded or downgraded from tiers based on their engagement with the brand. With tiers, you can effectively reward members who are more engaged with your brand... Each tier can be associated with different benefits." This confirms that tiers are a core feature for structuring member progression and rewards.

2. Salesforce Help, Benefits in Loyalty Management: "Benefits are the rewards that you provide to your loyalty program members. You can create different types of benefits for your loyalty program. For example, you can provide your loyalty program members exclusive access to a new product or a discount on shipping." This establishes benefits as the tangible incentives for members.

3. Salesforce Help, Get Started with Loyalty Management: "Define the framework of your loyalty program. Create tiers to group members and provide benefits based on their tier." This document explicitly links the creation of tiers and benefits as the foundational framework of a loyalty program.