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Points & Rewards System

A strong loyalty program is the key to patient retention and maximizing Customer Lifetime Value (LTV). Zennor features a powerful built-in Points & Rewards system that gamifies the clinic experience, incentivizing patients to rebook, purchase products, and engage with your brand.

This guide explains how to design, configure, and manage your clinic's point economy.

1. The Point Economy Concept​

At its core, the Zennor rewards system operates on a simple principle: patients earn points for specific actions (like spending money on treatments) and redeem those points for tangible financial discounts during checkout.

Setting Your Conversion Rate​

Before launching your loyalty program, you must decide how much your points are worth.

  • Earning Velocity: How many points a patient earns per $1 (or local currency) spent. (e.g., $1 = 1 Point).
  • Redemption Value: How much a set of points translates to in currency. (e.g., 100 Points = $5 Off).
Strategic Advice

We recommend keeping the conversion simple so patients understand the value immediately. A standard starting point for aesthetic clinics is a 3-5% return on spend in points. For example: If 100 Points = $10 off, and they earn 1 point per $1 spent, they need to spend $1,000 to get $10 off (a 1% reward). Adjust this to fit your clinic's margins.

2. Earning Points (App Configurations)​

You configure exactly how and when patients earn points via the Admin Panel under App Builder > Rewards Settings.

Treatment-Based Rewards​

When creating or editing a treatment within the Admin Panel (see Managing Treatments), you can manually dictate how many points are awarded upon completion of that specific booking.

  • Strategy: Assign unusually high point values to high-margin treatments or new services you are trying to promote!

Automated Action Rewards​

Zennor allows you to automate point distribution for specific behaviors that grow your business:

  • App Registration Kick-start: Give patients 500 points immediately just for downloading the app and completing registration. (Instant gratification!)
  • Birthday Bonuses: Automatically grant patients points on their birthday through Push Notifications.
  • Referral Rewards: Grant significant points when a patient successfully refers a friend who completes their first booking.

3. Redeeming Points​

Points mean nothing if patients can't use them. Zennor makes redemption seamless.

Mobile App Redemption​

When a patient shops for products via your App's E-Commerce store, or pre-pays for a booking, they will see a digital "wallet" slider during checkout. They can choose exactly how many of their available points they want to apply to reduce their cart total.

In-Clinic Redemption​

If a patient is paying in person via the Receptionist dashboard, your staff can seamlessly see the patient's point balance on their profile and apply it as a discount to their physical invoice before swiping their card.

Expiration Policies

Currently, points do not automatically expire. If you wish to run a "Use your points before the end of the year!" campaign, communicate this via a targeted Push Notification from your Marketing tab.

4. Managing Patient Balances (Admin Overrides)​

Occasionally, you may need to manually intervene in a patient's point balance (e.g., resolving a customer service dispute or giving a VIP a bonus).

  1. Navigate to the Clients tab in the Admin Panel.
  2. Select the specific Patient Profile.
  3. Locate the Loyalty & Rewards Wallet section.
  4. Click Adjust Balance.
  5. You can Add or Deduct points. Always leave a clear internal note detailing exactly why the manual adjustment was made.

Auditing​

Zennor tracks every point transaction. Below the adjustment module on the Patient Profile, you can view the complete ledger of how points were earned and spent historically.