Allē Loyalty Program Changes FAQ

Allē is a “frequent flyer” reward program for your patients, developed by Allergan Aesthetics. Allē aims to support cosmetic businesses recruit, promote and retain their patients. It tracks patient treatments and provides business owners with useful marketing and business reports.

Previously, patients have been able to accrue points for cosmetic services and products which could be converted to money off coupons (or “rebates”). These rebates present a cost reduction to the patient but were paid to the provider/business by Allergan Aesthetics. Moving forward, the program will have two tiers of membership. Participants will have 1-2 opportunities per year to convert their points to treatment or product reward items (based on their tier).

Use of the rebates will still be an option for A-Lister members (see below).

They will be effective September 30, 2024 (the 4th quarter of 2024).

ALLĒ MEMBERS: This is the regular membership tier. These patients have accrued less than 1,200 points per calendar year. Points can be exchanged once per year. Members will not have the option to redeem points for dollar-off savings.

A-LIST MEMBERS: This is Allē's VIP membership tier. If patients earn 1,200(+) points within a calendar year they become an A-Lister. Allē points don’t expire when you are an A-Lister. Points can be exchanged twice per year. The option to redeem points for dollar-off savings (rebates) will remain for this tier. A-Listers will receive exclusive access to offers, gifts and an A-Line VIP member support.

BOTH: Exclusive access to annual savings events like BOTOX® Cosmetic Day. Point multiplier events. Surprise savings with Allē Flash.  Savings for referring friends to join Allē.

400 points = A core SkinMedica skin care product
700 points = A premium SkinMedica skin care product
900 points = Up to 2mL of SKINVIVE™ by JUVÉDERM®
1000 points = Up to 1mL of any JUVÉDERM® filler product from the portfolio
1,200 points = Up to 50 units of BOTOX® Cosmetic

Based on concerns raised at a recent advisory board and during the AmSpa webinar, Allergan Aesthetics has agreed to open the program to any JUVÉDERM® filler product to allow more provider control on treatment options, and product preference.

While these changes are present on the Allē website and in the app, Allergan Aesthetics will not be activating further consumer marketing through the end of the year. This is to allow time for you to connect with your local business/sales rep and allow you to integrate business processes that make sense for your practice.

This was another area of opportunity discussed in the advisory board and heard during the AmSpa webinar. Within the Allē app, members redeeming points will now be directed to talk with their aesthetics provider first, to ensure they are an eligible candidate for the desired product reward. Patients will be encouraged to make provider-driven choices regarding product selection.

Allergan Aesthetics hav made changes in this area. Allē members will be notified that point redemption for in-office treatment will be subject to a fee, payable to the provider at the time of treatment. The expectation will be that patients should plan for a fee being due. Members will be required to acknowledge these requirements within the Allē platform before redemption is complete and an appointment scheduled.

Allergan pledges commitment to helping their customers with compensation model challenges. These may look different from one practice to another. Rather than “complimentary” or “free,” you will see reference to an “injection fee.” This is to help facilitate what makes sense financially for your business.

- You can implement an injection fee of your choosing

- You can view the value of the complimentary consumable as a “discount” of equivalent value, and charge the balance

- You can decide to administer the reward product only as part of another full-price service (a complimentary “add on”)

- You can choose not to participate in the Allē reward program

It can be worrying to think about charging an injection fee or discounting the cost of a regular service in how it relates to what others are doing, especially locally to your business. We have heard feedback that providers are worried about losing patients this way. We can only remind everyone that different charging models already exist in our space. Some practices charge per unit, some charge per treatment. Some charge for touch-ups. Some include this. While there are resources available to help you, you do need to decide your own value. We know money and budget are important, but we also know that most providers don’t chase discount-oriented, spa hoppers. Patients become loyal when they feel valued and the factors that contribute to this are trust, empathy, clinical quality, patient experience and convenience.

86% of consumers are willing to pay more for a better customer experience (Forbes). While we may not be able to control everything about the Allē reward program, we do get to impact this component for ourselves!

It is OK to remind patients that while you are happy to work with the Allē program for their benefit, it isn’t your program. We also recommend taking the opportunity to credential yourself, and your practice, which your staff can support. Should you decide to charge one, the injection fee is for your years of expertise and training as a safe and skilled provider who is focused on best outcomes.

If you choose to participate in the Allē reward program, AmSpa encourages that you proactively try to anticipate questions prior to an in-office visit. This should help keep the focus of the next appointment to be about patient care and best outcomes.

There will not be a one-size-fits-all solution for every practice. Have your local rep come by to help you. Decision makers should agree upon an administrative process that may work for your business. Document this and implement team training – Allergan can facilitate this for you. Ensure everyone is aligned and prepared.

• It is beneficial to assign the task of running Allē reports weekly/monthly to identify patients who may qualify.
• You can proactively have your team reach out to provide treatment or product recommendations. It should be someone who is comfortable talking about fees, services and treatment plan options (ideally not the provider). This may help mitigate some of the questions that are best kept out of the treatment room.
• You can check Allē points at the time of check in. Front desk would then communicate reward availability to provider so it becomes a part of the treatment plan.
• Allergan Aesthetics will extend peer to peer networking opportunities if you want to be connected with a practice who is successfully integrating Allē.
• AmSpa offers State Chapters that can also be useful in connecting you with other local practices and providers who may be able to provide valuable insight into what has worked for them.

A lot of the existing promotions and rebates you are familiar with will remain in place alongside these changes. Allē Flash will still offer surprise savings at participating provider offices. There may be purchase-based rebates available to your practice at various times throughout the year. There are still traditional rebates available for first-time patients.

If your practicing preferences do not include any JUVÉDERM® filler product, we would recommend defining that business messaging in advance - perhaps for you this may only mean offering BOTOX® Cosmetic and SkinMedica®. Focus on what you do offer, not what you don’t.

Initially this might feel that you are sending patients “away” for skin care. If your patients are not A-Listers, or you prefer not to offer injectable reward options, the volume this may happen is 1-2 times per year, per patient. If your patients enjoy the results of these skin care items, it might present a good replenishment opportunity for your business. As an example, TNS Essential Serum when used one pump, 2x a day, will last about a month. Your rep should be able to help provide you with redemption numbers to know if sales revenue potential exists here for you.

You could also consider recommending products from the range that support a pre-planned future treatment recommendation. For example: pairing the Firm & Tone Lotion with a body contouring service, or Even & Correct prior to a Laser procedure. These often are “icing on the cake” items that patients don’t select or deem important. They wouldn’t cost anything to your business, or the patient, but may enhance patient satisfaction and clinical outcome.

If you already sell skincare, and have your patient on a regimen of other products, you could use the SkinMedica reward item to recommend an item for an overlooked area (or area that patients frequently don’t financially prioritize). Necks are a good example of this! The Neck Correct Cream may extend their regimen without impacting the in-office spending with you. It’s often helpful to appoint someone in your practice as the “skin care expert” if you don’t have time to talk skincare in the consultation.

This will very much depend on your preference and recommendations as a provider (you are the expert), however there are ideas for your consideration;-

BOTOX® Cosmetic is typically sold in 50 and 100 unit vials. Patient dosing varies and not every patient is suitable for every treatment. If your regular neuromodulator patient already loves and views their treatment as “non-negotiable,” we suggest addressing the “nice to haves.” These would be the areas that your patient perhaps avoided due to cost limitations: necks, jawlines, masseters, underarm or palmar hyperhidrosis would be good examples. Avoid cannibalizing regular full-paying patient visits and use your extra units to treat the “nice to haves.” Yes, it involves a little extra time and skill, but it does not involve charging less and may contribute to a happier patient experience. Be sure to discuss satisfaction at the next visit in case the patient wants to repeat the service (this would then be chargeable).

As a practice we want to avoid the notion that anything is free. Verbiage matters. Develop your policy and process. This might be adding-on to a full-price service, charging an injection fee or even referring to the product as “complimentary” or “discretionary.” You do not have to treat areas for free if you don’t want to.

No. Complimentary product will be handled like sample product.

No. The SkinMedica product is not processed via your Allē business portal.

Initially, you will use your own inventory and Allergan Aesthetics will replace this. You can request this in the same way you request samples via your business portal, or you can communicate with your rep. Complimentary products will typically be shipped weekly and received on Wednesday. This may be subject to change.

Soon, Allergan hopes to implement the ability for the provider to set a date preference for these shipments. Reporting in Allē will be available to show patient name, date of treatment, product used and provider (if entered) as well as shipment tracking information. There will also be a shipper insert noting this is replacement product and it will be on the packing slip.

A-List member status is based on a calendar year and A-List member points do not expire. Allē member points also do not expire if there has been a transaction in Allē within the prior 12-months.

All accrued points will continue with the consumer when the changes go live.

Allergan has shared that they are open to constructive feedback and possible further changes to the current reward program. We recommend continuing to work with resources available to you and providing feedback, as needed for your business and practice.

- You can contact your local Allergan Aesthetics sales rep directly.

- You can contact Allē Support, available Monday through Friday from 8AM to 6PM CST at (888) 912-1572.

We recommend trying a direct approach first. Failing that, you can reach out and let AmSpa know if you continue to experience difficulties. While we cannot control the outcome of this option, we do try to advocate on behalf of our membership, and industry alike, in ways we are able. The best email to reach us is membership@americanmedspa.org.