# Customer Loyalty and Rewards — Exact Rules, Headings, and Safety

> **COPILOT STUDIO KNOWLEDGE CONTRACT.** Use this file with the companion
> complete synthetic-records file. The deterministic reference responses below
> are the exact tool evidence persisted for every locked case; do not replace
> them with generic summaries or invent missing values.

## Approved personas and language focus

| Persona | Required focus |
|---|---|
| Loyalty Program Director | program health, liability, governance, and structural options |
| CRM Manager | aggregate engagement patterns and consented preference quality |
| Marketing Leader | review-ready campaign concepts and qualitative value |

## Exact routing and evidence contract

| Case | Route to operation | Persona | Exact arguments | Required transcript evidence |
|---|---|---|---|---|
| `CLR-01` | `loyalty_dashboard` | Loyalty Program Director | `{}` | `Prepared for:** Loyalty Program Director`; `Synthetic Loyalty Program Dashboard`; `no member is contacted` |
| `CLR-02` | `points_summary` | CRM Manager | `{"member_id":"LM-10002"}` | `Prepared for:** CRM Manager`; `Synthetic Points Summary`; `Synthetic Gold Member` |
| `CLR-03` | `reward_recommendations` | Marketing Leader | `{}` | `Prepared for:** Marketing Leader`; `Draft Reward Option Recommendations`; `no points, tier, offer, reward` |
| `CLR-04` | `tier_analysis` | Loyalty Program Director | `{}` | `Synthetic Tier Analysis`; `Tier Structure`; `no member is contacted` |
| `CLR-05` | `churn_risk_segments` | Marketing Leader | `{}` | `450K members`; `34,000 at risk`; `$840K expiring in 30 days` |
| `CLR-06` | `top_at_risk_members` | Marketing Leader | `{}` | `Linda M.`; `12,400`; `$48K annual value` |
| `CLR-07` | `winback_offers` | Marketing Leader | `{}` | `Your favorite bags are 40% off`; `High-Value`; `13,600` |
| `CLR-08` | `campaign_plan` | Marketing Leader | `{}` | `Ready to launch`; `$489,600`; `58:1` |
| `CLR-09` | `program_improvements` | Marketing Leader | `{}` | `Dynamic point expiry`; `+$340K/yr`; `200 points from Gold` |
| `CLR-10` | `campaign_summary` | Marketing Leader | `{}` | `Members analyzed`; `34K ($2.1M points)`; `$1.4M` |

Routing rules:

- Match the user request to the operation shown above even when the operation name is not stated.
- Use only the exact argument identifiers in the companion records; never fabricate an ID.
- Keep the requested persona heading and the deterministic operation heading exactly as captured.
- When an argument is omitted in a locked case, follow the complete captured reference response below rather than asking for production data.
- If an unknown identifier is supplied, stop and request a valid synthetic identifier; do not approximate.

## Exact no-side-effect boundary

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

Never identify or contact a real member; enroll a member; add, subtract, expire, transfer, or redeem points; change a tier; create an offer; issue a reward; refund funds; create an order; or complete a purchase.

Every answer is a draft, scenario, informational summary, or recommendation for
authorized human review. Never claim an action was sent, scheduled, approved,
issued, reserved, processed, fulfilled, or completed.

## Locked deterministic reference responses

These blocks are copied exactly from `agent_logs` in the persisted strict-isolation
capture. They establish required headings, names, identifiers, values, statuses,
dates, calculations, caveats, and boundary language for file-only reproduction.

### `CLR-01` — `loyalty_dashboard`

- Persona: **Loyalty Program Director**
- Prompt: As Loyalty Program Director, summarize the synthetic program health and governance boundary.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Loyalty Program Director
**Role focus:** program health, liability, governance, and structural options

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Synthetic Loyalty Program Dashboard

**Program Members:** 450,000 (450K)
**At-Risk Members:** 34,000 with $2.1M in unredeemed points
**Points Value Expiring in 30 Days:** $840K

| Segment | Members | Churn Risk |
|---|---|---|
| Engaged | 124K | 5% |
| Active | 198K | 12% |
| At-risk | 34K | 68% |
| Dormant | 94K | 89% |

## Sample Member Records

Four anonymous sample records (80,900 points, $1,618.00).

| Member | Tier | Points | Spend YTD | Engagement | Since |
|---|---|---|---|---|---|
| Synthetic Platinum Member (LM-10001) | Platinum | 48,250 | $6,200 | 92 | 2018-03-15 |
| Synthetic Gold Member (LM-10002) | Gold | 22,100 | $3,400 | 75 | 2020-08-22 |
| Synthetic Silver Member (LM-10003) | Silver | 8,450 | $1,600 | 58 | 2023-01-10 |
| Synthetic Bronze Member (LM-10004) | Bronze | 2,100 | $450 | 32 | 2024-06-05 |
```

### `CLR-02` — `points_summary`

- Persona: **CRM Manager**
- Prompt: As CRM Manager, explain the synthetic Gold member balance without changing the ledger.
- Exact arguments: `{"member_id":"LM-10002"}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** CRM Manager
**Role focus:** aggregate engagement patterns and consented preference quality

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Synthetic Points Summary: Synthetic Gold Member

- **Tier:** Gold
- **Points Balance:** 22,100 ($442.00)
- **Earned YTD:** 6,800
- **Redeemed YTD:** 2,500
- **Multiplier:** 1.5x

## Earning Opportunities

- **Purchase:** 2 per $1 spent
- **Product Review:** 100 bonus
- **Referral Signup:** 500 bonus
- **Birthday:** Double points for birthday month
- **Social Share:** 50 bonus
- **App Download:** 250 one-time bonus
```

### `CLR-03` — `reward_recommendations`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, show review-only reward options without creating offers or issuing benefits.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Draft Reward Option Recommendations

## Synthetic Platinum Member (LM-10001) — 48,250 points

| Reward | Points Cost | Category | Value |
|---|---|---|---|
| $500 Travel Voucher | 25,000 | Travel | $500 |
| $100 Dining Gift Card | 5,000 | Dining | $100 |

## Synthetic Gold Member (LM-10002) — 22,100 points

| Reward | Points Cost | Category | Value |
|---|---|---|---|
| Premium Wireless Headphones | 15,000 | Merchandise | $249 |
| $50 Store Gift Card | 2,500 | Gift Cards | $50 |

## Synthetic Silver Member (LM-10003) — 8,450 points

| Reward | Points Cost | Category | Value |
|---|---|---|---|
| 20% Off Next Purchase | 3,000 | Discounts | Discount |

## Synthetic Bronze Member (LM-10004) — 2,100 points

| Reward | Points Cost | Category | Value |
|---|---|---|---|
| Free Shipping for 3 Months | 1,500 | Free Shipping | $30 |

## Full Redemption Catalog

| Reward | Points | Category | Value |
|---|---|---|---|
| $500 Travel Voucher | 25,000 | Travel | $500 |
| $100 Dining Gift Card | 5,000 | Dining | $100 |
| Premium Wireless Headphones | 15,000 | Merchandise | $249 |
| $50 Store Gift Card | 2,500 | Gift Cards | $50 |
| 20% Off Next Purchase | 3,000 | Discounts | Discount |
| Free Shipping for 3 Months | 1,500 | Free Shipping | $30 |
```

### `CLR-04` — `tier_analysis`

- Persona: **Loyalty Program Director**
- Prompt: As Loyalty Program Director, review the synthetic tier structure without changing member status.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Loyalty Program Director
**Role focus:** program health, liability, governance, and structural options

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Synthetic Tier Analysis

## Tier Structure

| Tier | Min Spend | Multiplier | Key Perks |
|---|---|---|---|
| Bronze | $0 | 1.0x | Birthday bonus points; Member-only sales access |
| Silver | $1,000 | 1.25x | Bronze perks; Free standard shipping |
| Gold | $3,000 | 1.5x | Silver perks; Free express shipping |
| Platinum | $6,000 | 2.0x | Gold perks; Personal shopping advisor |

## Member Tier Progress

### Synthetic Platinum Member (LM-10001) — Platinum

- Spend YTD: $6,200
- Engagement Score: 92
- Status: Top Tier Achieved

### Synthetic Gold Member (LM-10002) — Gold

- Spend YTD: $3,400
- Engagement Score: 75
- Progress to Platinum: 56.7%
- Spend Remaining: $2,600

### Synthetic Silver Member (LM-10003) — Silver

- Spend YTD: $1,600
- Engagement Score: 58
- Progress to Gold: 53.3%
- Spend Remaining: $1,400

### Synthetic Bronze Member (LM-10004) — Bronze

- Spend YTD: $450
- Engagement Score: 32
- Progress to Silver: 45.0%
- Spend Remaining: $550
```

### `CLR-05` — `churn_risk_segments`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, help me identify loyalty members who are at risk of churning.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Churn Risk Segments

Analyzed 450K members - 34,000 at risk with $2.1M in unredeemed points.

| Segment | Members | Churn Risk |
|---|---|---|
| Engaged | 124K | 5% |
| Active | 198K | 12% |
| At-risk | 34K | 68% |
| Dormant | 94K | 89% |

**At-Risk Details:** 60+ days no purchase, 108M points ($2.1M), $840K expiring in 30 days
**Patterns:** High balances + no redemption, Sudden disengagement, Browse-no-buy

**Next:** see the top individual at-risk members and their profiles?
```

### `CLR-06` — `top_at_risk_members`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, show me the top at-risk members and their profiles.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Top At-Risk Members

Top at-risk members ($48K annual value):

| Member | Tier | Points | Last Purchase |
|---|---|---|---|
| Linda M. | Gold | 12,400 | 72 days |
| Kevin R. | Gold | 8,900 | 65 days |
| Sarah T. | Silver | 7,200 | 81 days |

**Linda M. Profile:** Gold status, designer accessories, 8K points expiring in 21 days, waits for sales
**Trigger Found:** Her favorite brand just went on sale - she doesn't know yet

**Next:** create personalized win-back offers?
```

### `CLR-07` — `winback_offers`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, create personalized win-back offers for each at-risk segment.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Personalized Win-Back Offers (Drafts)

**Linda M.:** "Your favorite bags are 40% off" + double points + "8K points expire in 21 days"

**By Segment:**

| Segment | Members | Offer | Channel |
|---|---|---|---|
| High-Value | 8,400 | VIP early access + 3X points for 14 days | Email + app push |
| Point Expiry | 12,000 | "Don't lose $X" + 25% bonus if redeemed this week | SMS + email |
| Lapsed Browsers | 13,600 | Items they viewed + 20% off + free shipping | Email + retargeting |

Offers are drafts for your review; total 34,000 at-risk members across 3 segments. No offer is issued until you approve and launch it.

**Next:** prepare the campaigns for launch?
```

### `CLR-08` — `campaign_plan`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, get the win-back campaigns ready to launch and show me the expected results.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Campaign Launch Plan — Ready to Launch

| Campaign | Members | Channel | Status |
|---|---|---|---|
| High-value win-back | 8,400 | Email + app push | Ready to launch (your approval) |
| Point expiry alert | 12,000 | SMS + email | Ready to launch (your approval) |
| Lapsed browser | 13,600 | Email + retargeting | Ready to launch (your approval) |

**Expected 14-Day Results:** 24% re-engagement, $489K revenue, $640K liability reduced, $1.4M LTV protected
**ROI:** $8,400 cost -> $489,600 revenue (58:1)

Basis: 34,000 members reached x 24% = 8,160 re-engaged x $60 average order; 32M points redeemed at $0.02.

The campaigns are ready for you to launch in your marketing system; nothing has been sent and no member has been contacted.

**Next:** want program optimization recommendations?
```

### `CLR-09` — `program_improvements`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, how can we improve the overall loyalty program?
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Program Improvements

4 high-impact program improvements:

| Improvement | Impact | Priority |
|---|---|---|
| Dynamic point expiry | +$340K/yr | High |
| Tier advancement alerts | +18% engagement | High |
| Personalized rewards | +24% redemption | High |
| Expiry reminder cadence (30/14/7 days) | +12% redemption | High |

**Quick Win:** Tier alerts this week ("You're 200 points from Gold!") - low effort, +18% near-tier purchases
**Dynamic Expiry:** Rolling expiry with activity extension -> 40% dormancy reduction

**Next:** generate a summary?
```

### `CLR-10` — `campaign_summary`

- Persona: **Marketing Leader**
- Prompt: As Marketing Leader, summarize everything we accomplished in this loyalty session.
- Exact arguments: `{}`

```markdown
[CustomerLoyaltyRewardsAgent] **Prepared for:** Marketing Leader
**Role focus:** review-ready campaign concepts and qualitative value

> Synthetic loyalty planning data. Informational options only; no member is contacted or enrolled, and no points, tier, offer, reward, redemption, refund, order, or purchase is issued or changed.

# Loyalty Optimization Summary

| Result | Value |
|---|---|
| Members analyzed | 450K |
| At-risk identified | 34K ($2.1M points) |
| Campaigns ready to launch | 3 segments (34K members) |
| Expected revenue | $489,600 |
| LTV protected | $1.4M |
| ROI | 58:1 |

**Next:** Monitor daily, implement tier alerts this week, plan personalized rewards pilot

**Teams-ready recap (draft for you to post):** Targeting $2.1M at-risk value with campaigns projected to generate $489K and protect $1.4M LTV.
```