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1 Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: Call 0599 us:

2 When cross and up-selling to your customers you tread a fine-line. Get this right and the rewards are huge. Customers will appreciate your interest in them, they will welcome future contact with your brand, and you will earn the right to serve them long-term. But get this wrong and you will lose their trust, and your relationships will inevitably fade away, adding to your churn. Approached in the right way, you will create opportunities to learn from your customers, to strengthen your relationship with them, and win their loyalty. You can gather valuable feedback about your propositions and service delivery, and capture the data and intelligence to shape your future contact strategies. You can remind customers about lower cost-to-serve channels and services to support retention, and gain their permission to be contacted across other channels. What s more, increasing commercial and regulatory pressures are forcing businesses to work smarter. No longer can you simply rely on sharpening your selling techniques, or creating new promotional deals to harvest the customer. Customer experience has become the deciding factor, and the key to unlocking their lifetime value. < PREVIOUS NEXT > CLOSE x PRINT

3 The LBM Solution Our Intelligent Contact philosophy sets us apart from other customer contact providers. It s through this data and insight driven, closed-loop approach that we are able to continuously optimise your campaign outcomes, to deliver great customer experience, optimised performance and enhanced ROI. We will invest significant time to understand your business, your customers, challenges and goals. By delivering Complete Customer Lifecycle Solutions through a unique blend of Digital, Data, Customer Intelligence, Multichannel Contact and Technology Services we will arm you with a broad array of tactics to fine-tune your targeting and customer contact strategies. We will enhance your ability to target and engage with your high-value customers, at the right time, about the products and services that are most relevant to them. What s more, by involving our dedicated Business Improvement and Customer Experience teams, and other relevant experts from within our business, we will impart the knowledge, experience and best practice we have gained from delivering client success across many saturated and highly regulated sectors. Digital Services We can help you to leverage the benefits of online, social and mobile marketing to target your customers, either as a standalone campaign, or an integrated multichannel contact strategy. You will learn more about your customers, their interests and behaviours, to shape your targeting, and gain more insight into their perceptions of your services and your brand. Data Services As data owners we have both the skills and resources to leverage additional performance from your data assets. Through effective data matching we will cleanse and enhance your customer data, and append additional variables such as profile and lifestyle information, thereby increasing the precision of your targeting, and the favoured outcomes from your cross and up-sell strategy. Customer Intelligence Through segmentation and predictive modelling we will identify which customers offer you the greatest cross and up-sell opportunities, and more importantly, the highest potential lifetime value. We will analyse previous contact history to predetermine the best time to contact your customers, and through precision targeting, ensure the right people are contacted about the right products, at the right time. Multichannel Contact LBM provide a range of inbound and outbound communication services to support your interactive campaigns, enabling you to target and respond to your customers via their preferred channels, including Voice, Social Media, Web Chat, SMS and . Through Intelligent Contact, we see every customer interaction as an opportunity to not only impart the best possible customer experience, but also as a source of intelligence to optimise future performance and ROI. Technology Services Technology underpins our Intelligent Contact philosophy, and plays a key role in the delivery and optimisation of client outcomes. We continue to make significant investment into the development and maintenance of the technology platforms that underpin our multichannel contact centre environments, including speech and call analytics to support cross and up-selling. < PREVIOUS NEXT > CLOSE x PRINT

4 The Benefits Customer Experience Excellence Our dedicated Customer Experience team will act as guardians of your brand. They will carefully monitor your customer satisfaction outcomes, and by drawing on their knowledge and experience, shape your contact strategy to deliver uplifts in your Net Promoter Scores. Customer experience will be further enhanced through effective, relevant and efficient customer contact. We will continually embed your brand values and culture into every customer interaction. Enhanced Quality & Compliance From the data that drives your campaigns, to the handling of customer contact, our operational processes are rigorously tested to exceed the stringent standards and best practice guidelines imposed by many of the UK s highest regulated sectors. All sales activity is fully compliant, so you can be confident that your brand integrity will be protected throughout. Optimised Performance Our data analytics and insight driven approach, underpinned by great customer experience, will realise a positive step change in your cross and upsell campaign outcomes. We will achieve this through a continual process of preparing, predicting, learning and optimising our resources to maximise the value from your customer relationships. Insightful Customer Intelligence Through LBM s market leading data analytics and insight we can identify which customers offer you the greatest cross and up-sell opportunities. By applying predictive modelling we will fine-tune your targeting to focus on those customers offering you the highest potential lifetime value. Enhanced ROI LBM s Intelligent Contact philosophy is at the heart of everything we do, and it s benefits are inextricably linked. By continuously optimising your campaign performance, and attaining new levels for customer experience, an uplift in your ROI is certain to follow. < PREVIOUS NEXT > CLOSE x PRINT

5 Cross Sell Client Outcomes The largest supplier of gas and electricity in the UK, with a market capitalisation of approximately 15bn. Implemented an Intelligent Contact campaign resulting in 18% uplift in conversion A leading provider of mobile and broadband services to consumers and businesses in the UK with more than 22 million customers. Broadband and Home Phone cross sell campaign resulting in over 13,000 sales in 2011 Insurance cross sell campaign for new and upgrading customers in 2011 achieved over 7,000 sales The world s leading mobile telecommunications company, with over 390 million customers and a total market capitalisation of approximately 89bn. Cross and up-sell campaign for additional connections to existing customers resulting in over 11,000 new connections in 2011 Contacting 150,000 customers each month to cross sell a suite of products and services 7,000 additional connections as a result 9m of revenue generated through cross sell activity in 2011 < PREVIOUS NEXT > CLOSE x PRINT

6 About LBM Established in 1996, LBM provides Complete Customer Lifecycle Solutions delivered through Intelligent Contact, enabling clients to maximise value from the relationships they have with their customers. We are the UK s only fully integrated Digital, Data, Customer Intelligence, Multichannel Contact and Technology services provider, with proven solutions to optimise performance, customer experience and ROI. Head Office: LBM Direct Marketing Limited LBM House Atlantic Street Broadheath Altrincham Cheshire WA14 5FY < PREVIOUS NEXT > CLOSE x PRINT

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