FAQ: Updated Reward Structure 9/2024

On September 15, 2024 we are adjusting the rewards structure on joe. Below are a few high-level FAQs about the change. We have also linked additional support articles here that go in more depth about the change.

1. What is the major change coming to Joe’s rewards program?

Starting September 15th, we are moving to a new, centralized rewards structure that simplifies reward redemptions. Coffee shops using our full point-of-sale (POS) platform will only pay 5% of loyalty payments to cover reward redemptions across the entire Joe network, mobile partners are capped at 8%.

2. How does the new rewards structure benefit my shop?

• Lower Costs: You'll pay a 5% fee on loyalty payments, which is significantly lower than the previous rates that could be as high as 9%, and much cheaper than alternatives charging up to 18%.
• Increased Customer Engagement: By pooling resources and data, we can engage customers with more targeted incentives to boost their monthly spending at your shop.
• Clearer Cost Insight: Reporting is improved, showing payment processing fees separate from Joe's mobile payment commissions, allowing for better cost transparency.

3. How will this impact my current rewards program costs?

With the new structure, the fee for rewards redemptions will appear as a separate line item instead of being bundled with payment processing or upfront discounts. This clarity will help you better understand where your costs are coming from. We will also be paying the sales tax on these reward redemptions for you.

4. Can I customize my shop’s rewards and marketing efforts?

Yes! In addition to the network-wide rewards, you can continue to offer discounts an promo codes that you pay for to maximize your shop’s growth. Joe's platform allows you to run custom campaigns, loyalty card credits, special promos, and more. Here is more information on how to create campaigns.

5. What new challenges and rewards are being introduced?

To align with current customer behavior, we are updating our points-based challenges:

• 2x Tuesday: Double points day moves from Wednesday to Tuesday to boost early-week sales.
• Thirsty Thursday Challenge: A new challenge designed to increase Thursday traffic.
• Social Saturday: An engaging weekend challenge to draw in customers.

6. How does Joe’s rewards program support brand growth?

In addition to lowering costs, Joe's centralized rewards system and marketing tools help increase customer engagement and loyalty. You can also invest additional resources into custom campaigns to further promote your brand and increase customer visits.

7. How do I prepare for the rewards program update?

The changes take effect on September 15th. Ensure your shop is ready by reviewing your loyalty settings in Joe’s POS platform and considering additional marketing budgets to boost your efforts.

8. Who can I contact if I have questions or need help with the transition?

Our support team is here to assist you. Feel free to reach out by email to success@joe.coffee if you have any questions or want to discuss how these updates will benefit your shop specifically.

9. How will this improve customer experience?

With more streamlined rewards, customers will receive more relevant incentives, making them more likely to visit your shop and spend more, ultimately enhancing their overall experience with your brand.

10. How does Joe’s platform track and report these changes?

Starting September 15th, you’ll see clearer reporting in Joe’s platform, including separate entries for payment processing fees and rewards redemptions. This transparency helps you keep better track of your costs and optimize your loyalty programs.

If you want to connect with the team to discuss these changes in more detail, reach out to us at success@joe.coffee.