Plan Loyalty

Command: plan-loyalty

Inputs

• goal – retention | expansion | engagement | advocacy.
• tiers – number of tiers or type (points-only, hybrid, missions).
• budget – monthly/quarterly reward pool.
• personas – optional comma-separated member segments.
• constraints – optional compliance or platform notes.

GTM Agents Pattern & Plan Checklist

Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.

• Pattern selection: Loyalty design generally follows a diamond (research ↔ modeling in parallel, converge into governance) or pipeline if run sequentially; document choice in the plan header.
• Plan schema: Save .claude/plans/plan-<timestamp>.json capturing tiers, benefit assumptions, financial guardrails, dependency graph (legal, finance, ops), error handling, and success criteria (retention, NRR, cost/point).
• Tool hooks: Reference docs/gtm-essentials.md stack—Serena for catalog/tier diffs, Context7 for compliance docs, Sequential Thinking for scenario modeling, Playwright for testing redemption flows.
• Guardrails: Default retry limit = 2 for data pulls or modeling errors; escalation ladder = Loyalty Strategist → Finance/Legal → Exec sponsor.
• Review: Run docs/usage-guide.md#orchestration-best-practices-puerto-parity before publishing to ensure dependencies, approvals, and deliverables are logged.

Workflow

1. Signal Review – pull churn metrics, cohort revenue, product usage, and VOC insights.
2. Tier & Benefit Design – outline requirements per tier (earn rules, benefits, surprise moments).
3. Lifecycle Mapping – embed loyalty triggers into onboarding, adoption, upsell, and renewal stages.
4. Economic Modeling – estimate cost per point, breakage, and projected ROI.
5. Governance Packet – assign owners, cadences, and KPIs for launch.

Outputs

• Program blueprint deck/table (tiers, requirements, benefits, KPIs).
• Lifecycle trigger matrix (event → loyalty action → channel → owner).
• Financial model summary (cost, expected lift, break-even timeline).
• Plan JSON entry stored/updated in .claude/plans for audit trail.

Agent/Skill Invocations

• loyalty-strategist – leads architecture.
• loyalty-modeling skill – calculates economics and guardrails.
• member-insights-analyst – validates segment assumptions.

GTM Agents Safeguards

• Fallback agents: document substitutes (e.g., loyalty-ops covering strategist) when key approvers unavailable.
• Escalation triggers: escalate if modeling shows negative ROI twice or compliance blockers arise; follow GTM Agents rip-cord path and log in plan JSON.
• Plan maintenance: update plan JSON/change log whenever tiers, budgets, or guardrails shift so audit reviewers see history.