Customer Appreciation Program

Customer Appreciation campaigns let you send a reward to a customer as a simple thank you — no referral or purchase required. Use this when you want to recognize loyal customers, say thanks after a support interaction, or run a one-off or batch reward send outside of your usual referral flow.

Overview

A Customer Appreciation campaign is a specific application of the Offer program, not the same as the default Offer program. It uses the same Program structure and template family, but is built around a template designed for direct reward sends. You can send rewards one at a time through User Support, or in bulk through Batch Jobs.

The difference is in what triggers the reward. A default Offer program — also called a Reward for Action program — rewards participants for completing a designated action, such as taking a survey or downloading your app. A Customer Appreciation campaign instead sends a reward directly as a thank-you, with no referral, purchase, or completed action required.

Prerequisites

• Access to My Extole
• A reward set up and ready to attach to the campaign
• Gift card funds - if this is your first time rewarding with gift cards, reach out to your CSM to get an invoice.

Launch Steps

1. Create the program. From My Extole, select + New Program and choose the Customer Appreciation template.

2. Create a new reward. Navigate to the Rewards section and set up the reward you want to send (gift card, coupon, etc).

3. Add the reward to the campaign. In the campaign, click into the Customer Appreciation Reward and choose the new reward you've just created.

4. Configure reward delivery.

   • By default, a Tango gift card is enabled. Work with your CSM to create a new email template and add that template ID to the campaign.
   • If you're using Tremendous or BHN rewards instead, add the Reward Emails component to the Reward Delivery section of the flow and customize the emails there.

5. Set campaign live.

   • Once your campaign is set up, publish the campaign and set it live.

6. Send a one-off reward.

   • Go to User Support.
   • Select Create Event.
   • Choose the relevant program and campaign.
   • Enter the recipient's email address and first name (if your template uses it).

7. Send batch rewards.

   • Go to Batch Jobs and upload a CSV of recipients using the Customer Appreciation upload template (event_name, email, first_name).

   • If you rename the event from customer_appreciation to something else in the campaign, update the event_name value in your upload file to match.

     Example upload format:

     event_name	email	first_name
     customer_appreciation_reward	[email protected]	Cate

8. Confirm rewards were sent. In User Support, look up the participant's profile. The reward should appear on their profile once issued.

Things to Note

Running Multiple Campaigns If you create additional campaigns from this template (for example, a seasonal or promotional send), give each one a unique event name — e.g., customer_appreciation_summer_promo so batch uploads route to the correct campaign.

Utilize Reward Bank These types of offers fit very well with Extole's Reward Bank. Prompt customers to redeem their rewards before sending them out in bulk. Learn more here.

Related Resources

• Offer — the parent program type (also called Reward for Action) that a Customer Appreciation campaign is built on.
• How to Set Up a Reward for Action Offer Program — set up a standard, action-based Offer program instead of a direct thank-you send.
• Work with your CSM for reward template setup and gift card funding
• See your Batch Jobs documentation for full upload template requirements