Understanding your customer list

Customers is the third item in your left nav and it is a single table: everyone who has joined one of your programs, one row each. Name, email, which program they are on, their balance, and their tier if you run tiers. Pending redemptions waiting for confirmation sit on the same page. That is the whole screen.

What each column tells you

Name and Email are the account details the customer typed in when they signed up. You did not enter them, they did, which is why the spelling is theirs and why an email that looks like a typo probably is one.

Program is which of your programs the row belongs to. A membership is per program, so someone who joined two of your programs appears twice, once for each. Their balances do not pool — 40 on one card and 60 on another is not 100 towards anything.

Points balance is what they are holding right now, in whatever you called your unit. It is derived from the ledger, not typed in by anyone, so it is always the sum of everything they have earned minus everything they have spent.

Tier is blank unless you turned on Status tiers in the program builder.

What to look for when you scan it

Big balances

Start at the top of the balance column. Your biggest holders are usually your best regulars, and it is tempting to read a large number as a compliment. It is also a bill.

Take a café whose unit is a bean, earning 1 bean per unit of currency spent, with a free coffee at 100 beans. A customer sitting on 940 beans has earned nine free coffees they have not collected. That is nine drinks you have already promised and will hand over at a moment of their choosing, probably all at once. Multiply that across your top twenty rows and you can see why Outstanding liability on your Overview is the number to watch, not the membership count.

Large balances are also a signal that something is off with your rewards. Nobody hoards 940 beans because they are saving up. They hoard because the reward is not worth claiming, or because they have not noticed they can.

People about to reach a reward

This is the most useful thing the screen does, and it costs nothing.

1. Look at your cheapest reward's cost — say 100 beans.
2. Scan the balance column for anyone in the 80–99 range.
3. Mention it to them next time they are in front of you: "you're eight beans off a free coffee."

A customer who knows they are close comes back sooner. A customer who has no idea comes back whenever. The gap between those two behaviours is the entire point of running a program, and this column is where you find it.

Confirming a pending redemption

When a customer taps a reward on their card, it becomes a pending redemption and appears here with a confirm action. Their points are not deducted until one of you confirms it.

You can also award points to a member manually from this page, which is how a missed transaction gets fixed. Whether manual awards are switched on is a capability that comes with your plan.

What this screen does not do yet

There are no filters, no segments and no saved views. You cannot ask for "everyone over 500 points" or "everyone who joined last month" — there is no UI for that today, and no export button. This is a read-and-scan screen.

In practice that is fine while your list is short, and it is why the habit above matters: scan the balance column, look at the pending queue, close the tab. Once the list is long enough that scanning stops being realistic, the aggregate tiles on your dashboard start doing more of the work.

Next

Issuing points at the counter covers the other half of this screen — putting points on someone's card in the first place.