VIP Status Documentation¶
Menu Location: Customers > Reports > VIP Status
Access Level: Manager and above
Last Updated: 2026-03-01
Overview¶
The VIP Status page allows you to manage and track customers designated as VIPs (Very Important Persons). VIP customers receive special treatment, priority support, exclusive offers, and enhanced service levels. This page helps you identify, tag, and monitor your most valuable customers to ensure they receive exceptional experiences.
Primary Functions:
- View all customers with VIP status
- Add or remove VIP designation
- Track VIP customer metrics and activity
- Set VIP tier levels (if applicable)
- Monitor VIP retention and satisfaction
- Export VIP customer lists for targeted campaigns
Page Layout¶
Header Section¶
- Add VIP Customer button - Designate a customer as VIP
- VIP Tier Filter - Filter by VIP level (Gold, Platinum, etc.)
- Status Filter - Active vs. Inactive VIPs
- Search Box - Find specific VIP customers
Main Content Area¶
Table displaying VIP customers with columns:
- Customer Name - Link to customer detail page
- VIP Tier - VIP level (Gold, Platinum, Diamond)
- VIP Since - Date VIP status granted
- Lifetime Value - Total revenue from this customer
- Monthly Subscription - Current subscription amount
- Last Order Date - Most recent order
- VIP Benefits - Active perks and privileges
- Status - Active, Paused, or Cancelled
- Actions - Edit, view, or remove VIP status
VIP Tier Levels¶
Understanding VIP Tiers¶
Diamond VIP (Top Tier):
- Lifetime value $5,000+
- 3+ years as active customer
- Benefits: Highest priority, exclusive products, dedicated support
- Label indicator: Diamond icon on shipping labels
Platinum VIP:
- Lifetime value $2,500-$4,999
- 2+ years as active customer
- Benefits: Priority support, early access, special pricing
- Label indicator: Platinum icon
Gold VIP:
- Lifetime value $1,000-$2,499
- 1+ year as active customer
- Benefits: Enhanced support, occasional exclusives
- Label indicator: Gold icon
Custom Tiers:
- Your organization may have different tier names/criteria
- Tiers can be customized based on business needs
VIP Benefits and Perks¶
Automatic Benefits¶
Priority Order Processing:
- VIP orders flagged in packing system
- Extra care in product selection
- VIP icon printed on shipping labels
- Packing team gives special attention
Enhanced Customer Service:
- Priority in support queue
- Dedicated VIP support line/email (if available)
- Faster response times
- More flexibility with policies
Exclusive Access:
- Early access to new products
- Limited edition items reserved for VIPs
- Special pricing on select products
- Invitation-only promotions
Manual Benefits¶
Occasional Surprises:
- Bonus items in orders
- Birthday gifts or cards
- Anniversary recognition
- Handwritten thank you notes
Relationship Building:
- Personal check-in calls
- Holiday greetings
- Feedback surveys
- Advisory panel invitations
Adding VIP Customers¶
Designate a Customer as VIP¶
Steps:
- Click "Add VIP Customer" button OR from customer detail page, click "Set VIP Status"
- Select customer (if not already on detail page)
- Choose VIP Tier (Gold, Platinum, Diamond)
- Enter VIP Start Date (typically today)
- Select Benefits to activate
- Add VIP Notes (reason for VIP status, special preferences)
- Click "Save VIP Status"
Who Should Be VIP:
- High lifetime value customers ($1,000+)
- Long-term loyal customers (2+ years)
- Frequent referrers (bring in new customers)
- Influential customers (social media, community leaders)
- Problem-free customers with consistent orders
- Customers who provide valuable feedback
Automatic VIP Qualification¶
Some systems can auto-assign VIP status based on:
- Lifetime value thresholds
- Customer tenure (years active)
- Order frequency and consistency
- Referral count
- Never-cancelled flag
Check with administrator if automatic VIP qualification is enabled
Managing VIP Customers¶
Edit VIP Status¶
Steps:
- Find customer in VIP Status list
- Click "Edit" icon
- Update VIP tier, benefits, or notes
- Click "Save Changes"
Common Updates:
- Upgrade tier (Gold → Platinum)
- Add/remove specific benefits
- Update VIP notes with preferences
- Extend or modify status
Remove VIP Status¶
Steps:
- Find customer in VIP Status list
- Click "Remove VIP" icon
- Select reason for removal (cancelled, moved to competitor, etc.)
- Confirm removal
When to Remove:
- Customer cancelled subscription
- Customer moved to competitor
- Downgraded spend significantly
- Frequent service complaints
- Policy violations
Note: Removing VIP status doesn't delete customer, only removes special status
Common Use Cases¶
Use Case 1: Monthly VIP Review¶
Goal: Ensure all high-value customers are designated VIP
Steps:
- Go to Customers page
- Filter: Lifetime Value > $1,000 + Status: Active
- Sort by Lifetime Value (highest first)
- Cross-reference with VIP Status page
- Add any high-value customers not yet VIP
- Review existing VIPs for tier upgrades
- Document review in notes
Frequency: Monthly or quarterly
Use Case 2: VIP Anniversary Recognition¶
Goal: Celebrate customer milestones
Steps:
- Filter VIP Status: "VIP Anniversary This Month"
- Export list of anniversary customers
- For each customer:
- Send personalized anniversary email
- Offer special anniversary discount
- Add bonus item to next order
- Personal phone call for multi-year VIPs
- Document outreach in customer notes
Impact: Strengthens VIP relationship and loyalty
Use Case 3: VIP Exclusive Product Launch¶
Goal: Give VIPs early access to new product
Steps:
- Export all Active VIP customers
- Segment by VIP tier
- Send exclusive email:
- Diamond: 1 week early access + 15% off
- Platinum: 3 days early access + 10% off
- Gold: 1 day early access + 5% off
- Track VIP response and purchases
- General release to all customers after VIP period
Benefit: VIPs feel valued, you get early sales feedback
Use Case 4: At-Risk VIP Retention¶
Goal: Prevent VIP customers from cancelling
Steps:
- Filter VIP Status + "Last Order > 45 Days Ago"
- Identify VIPs who haven't ordered recently
- Personal outreach:
- Manager or owner calls directly
- Understand any concerns
- Offer solution (different schedule, smaller box, etc.)
- Provide incentive if appropriate
- Follow up within 1 week
- Escalate to owner if VIP is considering cancellation
Success Metric: 80%+ retention of at-risk VIPs
Use Case 5: VIP Feedback Program¶
Goal: Gather insights from best customers
Steps:
- Select 10-20 VIPs across all tiers
- Invite to VIP Advisory Panel
- Conduct quarterly feedback session:
- New product taste tests
- Service improvement ideas
- Website feedback
- Pricing perception
- Implement valuable suggestions
- Credit VIPs who contributed implemented ideas
- Report back on changes made
Value: VIPs shape your business, feel invested in success
VIP Customer Lifecycle¶
VIP Journey Stages¶
1. Identification (0-6 months):
- Customer shows high potential
- Consistent orders, high satisfaction
- Monitor for VIP qualification
2. Designation (6-12 months):
- Customer meets VIP criteria
- Formally designated as VIP
- VIP welcome communication sent
3. Engagement (1-3 years):
- Active VIP benefits
- Regular VIP communications
- Relationship building activities
4. Retention (3+ years):
- Long-term VIP
- Tier upgrades as value increases
- Deep relationship, mutual loyalty
5. Win-Back (if needed):
- VIP shows at-risk signals
- Intensive retention efforts
- Personal intervention
VIP Label Indicators¶
Shipping Label Icons¶
Purpose: Alert packing team to give extra care
VIP Label Features:
- VIP Icon - Printed on shipping label
- Tier Badge - Shows VIP level
- Special Handling Note - "VIP Customer - Premium Service"
Packing Team Actions:
- Select best quality products
- Double-check order accuracy
- Add any bonus items
- Pack with extra care
- Include VIP thank you card (if applicable)
Troubleshooting¶
VIP Status Not Showing on Labels¶
Symptoms:
- Customer marked VIP but label has no icon
Check:
- Verify VIP status is Active (not expired)
- Confirm label template includes VIP icon field
- Check "Print VIP icon on label" is checked in customer settings
- Regenerate labels after VIP status added
Solution: Update customer VIP settings and regenerate order labels
Customer Qualified But Not Auto-Added¶
Symptoms:
- Customer meets criteria but not in VIP list
Check:
- Verify automatic VIP qualification is enabled
- Check criteria thresholds in system settings
- Confirm customer actually meets all criteria
- Review if manual approval is required
Solution: Manually add customer or adjust automatic qualification settings
Cannot Remove VIP Status¶
Symptoms:
- Remove button disabled or not working
Check:
- Verify you have Manager+ access level
- Check if VIP has active benefits that must be ended first
- Review if reason for removal is required
Solution: Complete all required fields and try again
Related Pages¶
- Customers (
customers.php) - Main customer search - Customer Detail (
customer_info.php) - Individual customer management - Lifetime Value Report - Identify high-value customers
- Customer Longevity Report - Find long-term customers
Typical Workflow:
- Identify high-value customers via reports
- Add to VIP Status page
- Configure VIP tier and benefits
- VIP indicators appear on customer detail and orders
- Track VIP metrics and satisfaction
Permissions & Access¶
Required Access Level: Manager or higher
Access Level Capabilities:
- Manager: View VIPs, add/edit VIP status, manage tiers
- Administrator: All manager capabilities + remove VIPs, configure tiers
- Kiva Admin: All features + system VIP configuration
Restricted Features:
- Remove VIP Status: Manager+ with confirmation
- Configure VIP Tiers: Administrator or higher
- Automatic VIP Rules: Kiva Admin only
Best Practices¶
VIP Selection¶
- Set clear criteria - Lifetime value, tenure, referrals
- Be selective - VIP status should feel exclusive (top 5-10% of customers)
- Review regularly - Monthly or quarterly VIP audits
- Promote achievable tiers - Show customers path to VIP status
- Document reasons - Note why each customer is VIP
VIP Treatment¶
- Be consistent - Deliver VIP benefits reliably
- Personalize communication - Use customer's name, reference history
- Respond quickly - Priority response times for VIP inquiries
- Surprise and delight - Occasional unexpected perks
- Make them feel special - Exclusive access, early information
VIP Communication¶
- Segment messaging - Different tiers get different messages
- Exclusive content - VIP-only emails, offers, events
- Personal touch - Handwritten notes, phone calls from leadership
- Gather feedback - VIPs are your best product testers
- Show appreciation - Regular thank you communications
Things to Avoid¶
- Making too many customers VIP (dilutes value)
- Promising VIP benefits you can't consistently deliver
- Ignoring VIPs until they have problems
- Removing VIP status without communication
- Using VIP status as sales pressure tactic
Quick Reference Card¶
| Task | Action/Location |
|---|---|
| View all VIPs | Default VIP Status page view |
| Add new VIP | Click "Add VIP Customer" or from customer detail |
| Upgrade VIP tier | Edit customer > Change tier > Save |
| Remove VIP status | Edit > Remove VIP > Confirm |
| Export VIP list | Click Export button |
| Find high-value customers | Customers > Filter by Lifetime Value |
| Check VIP label printing | Customer detail > "Print VIP icon" checked |
| Review VIP anniversaries | Filter by VIP Since date |
FAQs¶
How do I decide who should be VIP?¶
Start with objective criteria: $1,000+ lifetime value, 1+ year tenure, consistent orders. Add subjective factors: brand advocates, referrers, feedback providers, zero complaints.
Can customers see their VIP status?¶
Depends on your configuration. Some businesses show VIP badges on customer accounts. Others keep it internal to maintain exclusivity.
What's the difference between VIP status and customer tags?¶
VIP Status is a formal designation with system-integrated benefits (label icons, priority support). Tags are flexible labels for any purpose. VIP status is more structured and powerful.
Should I tell customers they're VIP?¶
Usually yes. A "You're now a VIP" email makes customers feel valued and increases loyalty. Some businesses keep it subtle (benefits speak for themselves).
How many VIP tiers should I have?¶
2-3 tiers is ideal. Too many dilutes meaning. Common: Gold (good), Platinum (great), Diamond (extraordinary). Or simply: VIP and VIP+.
What if a VIP customer cancels?¶
Keep VIP status for 90 days in case they reactivate. Makes win-back easier ("Your VIP benefits are waiting"). Remove if permanently cancelled.
Can I automatically upgrade VIPs based on spending?¶
Yes, if automatic VIP qualification is configured. Set tier thresholds (Gold: $1k+, Platinum: $2.5k+, Diamond: $5k+) and system auto-upgrades.
Should I charge a VIP membership fee?¶
Rare in subscription box businesses. VIP status is typically earned through loyalty, not purchased. Consider loyalty programs instead.
What percentage of customers should be VIP?¶
Aim for top 5-10% of your customer base. If more than 20% are VIP, you may need to raise criteria or create more tiers.
Change Log¶
2026-03-01¶
- Initial documentation created
- All sections completed per template requirements
- Included VIP tier framework
- Added VIP lifecycle stages
End of Documentation
For additional help, contact your system administrator or Kiva Logic support.