Use case · Hospitality

Loyalty tier upgrade journey

Hospitality loyalty tier-upgrade journey with AEP, AJO and CJA: progress nudges, upgrade celebration, benefit education and offer attribution.

Quick answer

A loyalty tier-upgrade journey nudges members who are close to the next tier, celebrates the upgrade when it happens and teaches members how to use new benefits. Offers carry attribution identifiers so Customer Journey Analytics can show which nudges and offers lead to stays, purchases or service usage.

How it works

Use-case flow from signal to measurement.

Trigger and data needed

Trigger: audience qualification: member within 10% of the next tier

Loyalty points and tier
Stay or purchase events
Offer and journey identifiers
Channel consent

Audience and journey logic

Qualify members close to the next tier
Send a progress nudge with a relevant offer
Listen for the tier-upgrade event
Send a celebration message
Follow with benefit education
Attribute outcomes in CJA

Channels

Email
App
Web
On-property

How to measure it

Upgrade rate among nudged members vs holdout
Benefit usage after upgrade
Offer-attributed revenue

Guardrails

Do not nudge members with open service issues
Cap offers per stay
Keep offer and journey IDs consistent

See it in a case study

This use case is implemented in the related case study.

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Last updated: 28 October 2026

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