MANAGER S MANUAL CARDHOLDER SUPPORT REWARDS CENTRAL TOLL FREE: M-F 8:00 AM TO 5:00 PM (MST)

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1 MANAGER S MANUAL MERCHANT SUPPORT KICKBACK REWARDS SYSTEMS TOLL FREE: M-F 8:00 AM TO 5:00 PM (MST) CARDHOLDER SUPPORT REWARDS CENTRAL TOLL FREE: M-F 8:00 AM TO 5:00 PM (MST) TECHNICAL SUPPORT 24-HOUR TECHNICAL SUPPORT TOLL FREE:

2 TABLE OF CONTENTS TERMINAL PROCEDURES for your specific Point-of-Sale system can be found in the pocket at the back of this manual. Program Overview 01 Sample Receipt 02 Trigger Messages 03 Frequently Asked Questions Success Script 06 Reporting Overview Transaction Summary Transaction Detail Day-to-Day 14 Card Issuance 15 Redemption Detail 16 Redemption Summary 17 Top Customers 18 Trigger Summary 19 Trigger Detail 20 Club Liability 21 Club Distribution 22 Club Redemption 23 Security Exceptions Inactive Members 26 Forms Card-Linking Form 27 Manual Issuance Form 28 Creative Request Form 29 Blast Request Form 30 Text Blast Request Form 31 Mobile Coupon Form KickBack Rewards Systems. All rights reserved.

3 PROGRAM OVERVIEW What is KickBack Points? This is your customer rewards program! You now have a way to recognize and reward your best customers. This gives your customers a reason to keep coming back to your location. A Little History on KickBack KickBack was created by retailers back in KickBack Points is a coalition loyalty program that allows customers to use one card at numerous businesses to earn points and then spend their points just like cash at those businesses. Now instead of having to carry a handful of rewards cards for different businesses, consumers just have one card to carry. KickBack is currently adding new locations every month. Soon this program will be available nationwide! IT S FREE GET A CARD & ENROLL Cards are at any participating KickBack location. See cashier for details. EARN POINTS Present your card to earn points when you make a purchase at any KickBack location. SPEND LIKE CASH Present your card to redeem points. Copyright 2014 KickBack Points LLC. All rights reserved. Some restrictions may apply. How does the program work? IT S EASY! 1. Customers pick up a card for free. 2. They immediately begin earning points on their first purchase. 3. Then they can spend their points just like cash at your location, once their card is enrolled. EACH POINT = $0.01 KickBack customers can still participate in any club programs you offer and they may win instant prizes or receive s pecial offers on the bottom of their receipt. Monthly Prize Drawings Each time a customer uses their KickBack card at a participating KickBack location they automatically receive one entry into KickBack s monthly prize drawings. Monthly prizes include (120) $10 winners, (4) $25 winners, (4) $50 winners, (4) $100 winners and (4) $250 winner. These points automatically go on the winner s cards. The more they use their card, the more entries they have into these drawings. Annual Grand Prize Drawing Each swipe of a card is also a entry into our annual Grand Prize Drawing. We have given away trips to the Super Bowl, Trips to Atlantis, ATV s, etc. KickBack Customer Testimonials: I like saving my points all year long and then using them to buy Christmas presents. -Reneé Once, while I was travelling and about out of gas and money, I remembered I had $20 on my KickBack card. That was enough to buy fuel and get home. -Pat I offer to go-fer lunch at my office. I collect all the orders and money; then I go to my local Quizno s so I can get all of the KickBack points on my card for everyone s lunches. -B My husband and I only buy our fuel at KickBack sites, so we can get our points. -Sally I make all my driver s fuel up at KickBack sites, so I get the points on my card. -Todd 01

4 SAMPLE RECEIPT Once loyalty is enabled on your point-of-sale (POS) system, the bottom portion of the receipts inside the store and outside at the pump become the loyalty marketing area. Make sure cashiers are giving your customers their receipts and pointing out any instant prizes they may have won. Explanation of a loyalty receipt: LOCATION IDENTIFIER AREA TRANSACTION INFORMATION LOYALTY MEMBER DISCOUNT PURCHASE AMOUNT CARD NUMBER LOYALTY MARKETING AREA RECEIPT DETAILS CURRENT POINT BALANCE (If the name displayed is REGISTER CARD then the customer has not yet enrolled their card.) TRIGGER MESSAGE (Customer Specific Message Area) ABILITY TO: Cross-market with other businesses, create promotional games, reward on specific shopping habits, create instant winner announcements, etc. STATUS OF ELECTRONIC CLUB PROGRAM 02

5 TRIGGER MESSAGES Trigger messages allow you to reach out to your customers with specific messages or offers. For instance, KickBack Rewards Systems (KRS) can program in specific, individualized offers to customers on their birthdays. Example: Happy Birthday, Howard Hughes. You have just received 1,000 bonus points from the KickBack program! Trigger messages must be set up in the system in advance and will print at the bottom of each receipt. Triggers generally run month-to-month and should be ed to the CRM Team at or faxed to by the 20th of the Preceding Month. You can find a form in the back of the manual to make a copy and send. There are two types of trigger messages, filler and regulated. Filler messages are informational in nature. They often point out specials you might have or give general information about your program. Regulated triggers are often coupons or instant prizes that are triggered to go out for specific reasons, i.e. only so many of an item are given out or only awarded to a specific group of customers based on desired behaviors. Example: Award customers 10 bonus points on their 10th visit or give customers an instant prize if they come in to your store on their birthday. Below are some examples of regulated and filler triggers. Please feel free to use these triggers as a template for your own ideas. Triggers can be a maximum of three lines with 40 characters per line. No special characters or symbols may be used. Sample Filler Triggers: Rewards Customers Receive A Rebate On All Their Purchases...Just By Using Your Card! DID YOU KNOW? Our locations Rebate Up To 5 Percent? Sorry You Are Not A Winner...But, You Have Been Entered For The Monthly And Yearly Drawing!! SUPPORT MERCHANTS THAT APPRECIATE YOUR BUSINESS! Get the rewards you deserve! Check Point Balances, Find Locations and Update Your Information! Sample Regulated Triggers: You win a FREE 20 oz Soda on your next visit to (XYZ Co.). Redeem by xx/xx/xx. **** YOU`RE A WINNER **** DOUBLE points on your next purchase at (XYZ Co.). Exp. x/xx/xx **You just earned 1,000 bonus points** Thank you for being a top customer! You Are An INSTANT WINNER! 100 bonus points have been added to your account! Courtesy of (XYZ Co.). You have been entered to win xxx!!! You Are Never Broke When You Have A Rewards Card! Spend Them Like CASH! Monthly And Yearly Prizes! Increase Your Chances Of Winning By Using Your Card! We can program messages or offers to go out based on almost any criteria you can think of. Update your trigger messages once a month or once a quarter, and continue to offer instant prizes or coupons to keep your customers excited about your program. 03

6 FAQs 1. How do customers enroll their cards? There are 4 ways in which customers can enroll their cards: a. They can call the toll free number on the back of their card to enroll over the phone. b. They can go online to kickbackpoints. com and enroll their card. c. Inside the brochure you hand them, there is a tear off sheet that they can fill out and mail into our data entry department. d. They can download the KickBack Points app to their smartphone or tablet and enroll from there. 2. What happens if a customer loses their card? Do they lose their points? If they have enrolled their card, just give them a new card, and have them call the toll free number on the back of the card. We can easily transfer their points from the lost card to their new card. NOTE: If they did not enroll their card, it is the same as losing cash. Someone else can pick it up and enroll it in their name. Customers MUST enroll their card to protect their points. 3. How do customers earn points? a. Inside the store: The cashier asks the customer Do you have your KickBack Card with you today? If so, the cashier swipes the card. Or the customer swipes their own card when prompted by the cashier. b. Outside the store: The pump prompts the customer to swipe their card as they would their credit card. 4. Can points be redeemed for cash? No, points can be spent like cash for merchandise inside the store or for fuel. Points cannot be redeemed for cash. 5. How to spend Points redeeming? Make sure you select cash, then the amount will show if they have a balance. 6. Can I have a card? Yes! Your employer realizes that not only are you their employee, you are also one of their best customers. You must follow proper company procedures with regards to ringing up your own sales. You can only earn points on purchases you personally pay for. If you earn points on a shift it might be a good idea to keep your receipts to prove you paid for the purchase and rightfully earned the points. NOTE: If a customer does not want their points you CANNOT put them on your card. Your company pays for every point that is awarded to each card, so taking another s points is the same as stealing. DO NOT DO IT! YOU WILL BE CAUGHT. FAQs Continues on Page 05 04

7 FAQs 7. Can a family or a fleet share a card? Yes. This is called card linking. Our system has the ability to link cards together so that all points can be gathered in one common bank. a. We can set it so that all linked cards can earn points and redeem points from this bank. b. OR, 1 card is a parent card, while the rest of the cards are set as children cards. All cards in the group can earn points, but only the parent card can spend them. This option is often used by fleet businesses where the owner pays for the fuel, but many different drivers are filling up the trucks. All of the drivers cards are linked to the owner s card. All cards can earn points but only the owner can spend the points. The owner will make sure that his drivers only fuel up at KickBack locations. 8. What if I only want to pay for part of my purchase with points? (Split tender) If a customer does not have enough points to pay for an entire purchase you will need to redeem what points they do have available first, then collect payment for the remainder. A customer does not have the option to only use part of their points toward a purchase. The point-of-sale (POS) system does not allow this. When a redemption is done, our system will apply all points available up to the total amount of the purchase. 9. Do I have to swipe my KickBack card to earn points? No. Once your card is enrolled you can enter your 10-digit phone number out at the pump or inside the store to earn points. CAUTION: If more than one person enrolls using the same home phone number, then the first person enrolling with that number will get the points earned for that phone number. It is best to use your cell phone number for registration.? NOTE: You cannot redeem points by using your phone number, as we do not want someone who happens to know your number to be able to spend your points. 10. Do KickBack points expire? No 11. What if I have points on different cards? Call the KickBack call center to get your points combined. The number is on the back of your KickBack Card. ( ) 12. Where can I find a list of KickBack locations? The website- or download the KickBack mobile app to your iphone or ipad. 05

8 SUCCESS SCRIPT If you cannot remember everything we just went over then focus on remembering these two things: 1. Do not take other people s points. 2. The script. This script has been tested and refined in hundreds of c-stores nationwide. We have also tested the script in our own retail stores. We know what works and what doesn t. We have even conducted consumer psychology studies to come up with the best possible wording to get customers to take a card and get out the door quickly. SCRIPT FOR SUCCESS CASHIER: Do you have your KickBack card with you today? CUSTOMER: No, what s that? CASHIER: Let me get you one IT S FREE. I just put money on this card, every time you come in and make a purchase I ll put some more money on it. Here is a brochure that will show you how to spend it. (hand them a card, brochure and rewards receipt) REASONS TO FOLLOW THIS SCRIPT CASHIER: Do you have your Kickback card with you today? You will use this script every time a customer makes a purchase, even on their first visit when you know they may not have a card. This line of the script is designed to train them to bring their card and to give it to you when they pay for their purchase. If you ask them for their card every time they come in, they will come to expect it and will get in the habit of using it. CUSTOMER: No, what s that? Now is not the time to go into a long explanation of the program. Often they are busy and so are you. We don t want to hold up the other customers. Instead you are going to say: CASHIER: Let me get you one IT S FREE. (Swipe the card and put on their points.) DO NOT ask them, Do you want one? When you ask someone if they want one of anything their general response will be NO because they don t know what you are trying to give them. Or if you ask them, Do you want to join our rewards program? They might think that you want them to stand around and fill out a form. Your customers do not know what this program is yet, and do not have time to find out. So your response after you swipe their card is Let me get you one. It s free, and then giving the customer the card without asking them to do anything has historically been proven to get 9 out of 10 customers to happily take a card because they realize they don t have to do anything to get it. CASHIER: I just put money on your card, every time you come in and make a purchase I ll put more money on it. Here is a brochure that will show you how to spend it. This sentence contains some very powerful words, and it quickly explains the whole program. When you tell them I just put money on your card, the customer will realize that they just earned money with their purchase and that the card has value. This will make them less likely to throw it away. This script has been designed to help you succeed. Please use it. 06

9 Information is power! KickBack s online reporting site allows you to access real time information on the performance of your rewards program from any computer at anytime. Note: You must use one of the following web browsers to pull reports from the reporting site: Firefox, Google Chrome, Safari, Internet Explorer 10.0 or above. If you try to access the site using another browser you may experience technical issues. To access reports go to Click on Client Tools and select Reports from the dropdown menu. Reports you can access: Transaction Summary Transaction Detail Day-to-Day...14 Card Issuance...15 Redemption Detail...16 Redemption Summary...17 Top Customers...18 Trigger Summary...19 Trigger Detail...20 Club Liability...21 Club Distribution...22 Club Redemption...23 Security Exception Inactive Members

10 Once you enter your username and password as instructed, you will see the reporting options below. From this point on the process for running reports is pretty straight forward. Once you click on the create report button beneath each report you will be asked to choose the sites you wish to run your report for. To select which sites you want to pull a report for, click on each location on the right side of your screen. This will move them to the left side as chosen locations or to quickly choose all locations click the blue all locations button. 08

11 The parameters for each report are similar. They are listed below with their explanations. Some reports do not allow you to filter by all of these parameters. Click on the calendar icons next to the starting and ending dates to select the date range you want. Default is to show both enrolled and unenrolled cardholders. Default is to show both merchandise and fuel transactions. If you only want to see transactions that only have fuel, select fuel only. Leave this field blank unless you want to further segment the data by specifying a point amount. Leave this field blank unless you only want to see transactions for a specfic cardholder. Then you would type in their 16-digit cardnumber. When you check this box an will be sent to the address on file for your account letting you know your report is ready to be viewed. You will then click on a link in the to view your report. You can change the name of your report to make it easy to find later on in your recent report history. Once you click the Run Report button you will find your report under recent results. 09

12 TRANSACTION SUMMARY REPORT Transactions Summary Report - Shows you a summary of the number of issuance transactions done at your location(s) in the specified period of time, number of customers that did these transactions, total points issued, total points redeemed, redemption ratio, total number of dollars in sales associated with a loyalty card swipe, total gallons purchased by cardholders and overall ticket average. Helpful Tip: It is a good idea to use this report to help you gauge what percentage of your overall transactions you are capturing on your program. On average retailers capture 25% of their overall transactions while top performers can capture 40%-50%. To quickly figure out what percentage of your overall transactions you are capturing on your program each day, take the number of loyalty transactions done that day (found in the transaction summary report) and divide it by the number of overall transactions performed in a day (you can get this number from the end of day report off of your POS system). Then divide the number of loyalty transactions by your overall transactions and multiply that number by 100 to get your percentage. Example: 10,923 loyalty transactions divided by 43,692 overall transactions = 0.25 x 100 = 25%. So in this example 25% of the overall transactions were captured on the loyalty program that day. Click Fullscreen to view entire report. Fullscreen View: Click Fullscreen to take you back to original report view. 10 You can navigate through the pages.

13 TRANSACTION SUMMARY REPORT Fullscreen View: Transaction Count - The number of loyalty transactions done in the time frame specified. Customer Count - The number of individual cardholders that used their card in the time period specified. Total Points Issued - The number of points issued in the time period specified. Total Points Redeemed - The number of points redeemed in the time period specified. Redemption Ratio - The percentage of points issued that customers redeemed back with you in the time period specified. Total Dollars - The number of dollars points were issued on. Or the total number of dollars customers spent with you to earn the points you issued. Total Gallons - The number of gallons points were issued on. Average Dollars Per Transaction Ticket average of cardholders. 11

14 TRANSACTION DETAIL REPORT Transaction Detail Report - See detailed information on individual transactions within a specific date range. Helpful Tip: It is a good idea to check your transaction detail report daily to make sure your cashiers are using the script for success and ensuring your customers receive their rewards. If you notice that 30 to 40 minutes is passing between transactions, you will know that your cashiers are not consistently using the script. When you execute the script as written 8 out of 10 customers will take a card. Click Fullscreen to view entire report. Fullscreen View: Click Fullscreen to take you back to original report view. 12

15 TRANSACTION DETAIL REPORT Fullscreen view: Transaction Date - Shows the transaction date and time in military time. Card Number - The card number associated with the transaction. Member Name - The name of the cardholder. If a customer has enrolled their card their name will show up in this column otherwise you will see register card. Dollars - The dollar amount points were issued on. Gallons - Gallon amount purchased if fuel was in the transaction. Base Points Issued - The number of regular points earned based on point awarding structure (for example 2 points per dollar and 2 points per gallon). Arrow over to the right to see the rest of the information showing in the columns. Points Redeemed - Shows the amount of points redeemed if a point redemption was done in that transaction. Note: Points are issued on redemptions because point redemptions are just another method of payment. Bonus Points - Shows any bonus points awarded on a specific transaction. 13

16 DAY-TO-DAY REPORT Day-to-Day - This report quickly shows you total customers that used their card each day, number of loyalty transactions ran each day and points issued each day in the time period specified. Date - Calendar day. Total Customers - Total number of individual cardholders that came in that day and made purchase. Each cardholder is only counted once. Total Visits - Total number of loyalty transactions done that day by your cardholders. Points Earned - Total number of points issued that day. Redemption Customers - Number of cardholders that did redemptions that day. Redemption Count - Total number of redemptions done that day. A cardholder may have done more than one redemption in a day so this number can vary from the number of redemption customers. Points Redeemed - Shows the total number of points redeemed that day. 14

17 CARD ISSUANCE REPORT Card Issuance Report - Allows you to retrieve stats on the number of cards distributed during the time period specified. NOTE: This report does not show the number of new cards enrolled. It shows you the number of cards that have been enrolled and swiped for the first time at your location during the time period specified. If you re rewarding your cashiers based on the number of new enrollments, you would have to make sure that once a cardholder enrolled at the site their first card swipe was also done at that site that day. Total Cards - The total number of new cards swiped for the first time during the time period specified. Enrolled Cards - Total number of new cards swiped for the first time that were enrolled previous to their first card swipe at this location. So in the example above 125 new cards were issued at Broadway 2 and 5 of those were enrolled. 15

18 REDEMPTION DETAIL REPORT Redemption Detail Report - This report will show you every redemption transaction done within the specified date range. Transaction Date - shows the transaction date and time in military time. Card Number - The card number associated with the transaction. Member Name - The name of the cardholder. If a customer has enrolled their card their name will show up in this column otherwise you will see register card. Points Redeemed - Shows the amount of points redeemed. Example: 565 points is equal to $

19 REDEMPTION SUMMARY REPORT Redemption Summary Report - This report will show you every redemption transaction done within the specified date range. Redeem Transactions - The total number of redemption transactions done in the specified time period. Redeem Customers - The total number of individual cardholders that did a redemption in the time period specified. Each cardholder is only counted once so the number of redemption transactions and customers will not always be the same. Points Redeemed - Total number of points redeemed in the time period specified. Redeem Average - Average number of points spent per redemption transaction. 17

20 TOP CUSTOMERS REPORT Top Customers Report - This report will show you who your top customers were in the time period specified. These are the customers that come in the most often and spend the most money with you. Helpful Tip: It is a good idea to pull this report at the end of each month and have your CRM program in instant prizes to go out to your top 25 or top 50 customers. Once you see how much money these customers are worth to you in the course of a year you will want to do everything you can to keep them spending those dollars with you. Member Name - The name of your customers will display in this column if they have enrolled. If you have an unenrolled customer in your top customer list your will see them labeled as Register Card. Dollars Spent - The dollar amount the customer spent at your site in that month. Gallons - Number of gallons the customer purchased if they bought fuel that month. Frequency - The number of times a customer visited you during the month specified. Ticket Average - Average dollar amount the customer spent on each transaction. Projected Annual Value - This number is based on the customer s purchasing habits this month. It projects out what these specific customers might spend with you over the course of a year if they continue to spend the same amount with you each month. Balance - The point balance each card holder has on their card at the time the report was pulled. Note: You can arrange your top customers by clicking on the up or down arrows in each column. You can arrange your top customers by dollars spent, gallons purchased or frequency. 18

21 TRIGGER SUMMARY REPORT Trigger Summary Report - This report will show you every redemption transaction done within the specified date range. Trigger Description -The name your CRM has given a specific offer you were running in the time period specified. Trigger ID - This is just a number our system has assigned to each specific offer to further identify it. Times Issued - The total number of times an offer went out during the time period specified. 19

22 TRIGGER DETAIL REPORT Trigger Detail Report - See detailed information on every transaction ran in the time period specified. Helpful Tip: This report contains a lot of information so it is recommended that you do not run the report for more than one day or one week at a time. If you do your report will take awhile to generate. Trigger Description - The name your CRM has given a specific offer you were running in the time period specified. Member Name - If the cardholder that received the offer was enrolled their name will show up in this column. Note: You can rearrange the data by clicking the up and down arrows in each column heading. You can arrange data by date, location name, trigger description or member name. 20

23 CLUB LIABILITY REPORT Club Liability Report - This report will quickly show you at a glance how many customers are due their free item in your club programs as well as a breakdown of the number of customers that have made a club purchase in less than 30 days, days, days or over 90 days. Customer Count - The number of customers that have received a punch in that club since program inception. Scans - The number of times said customers have purchased a specific club item and earned a punch since program inception. Member Average Scan - Unique members average frequency of punches in specific club. Average Redemption Value - Average sale price of the club item in dollars. Outstanding Liability - Total number of customers due their free item on next visit. <30 Days - Number of the unique customers that purchased the club item in the past 30 days or less Days - Number of the unique customers that purchased the club item in the past days Days - Number of the unique customers that purchased the club item in the past days. >90 Days - Number of the unique customers that purchased the club item in the past 90 days or more. 21

24 CLUB DISTRIBUTION REPORT Club Distribution Report - This report gives you a live snapshot in time showing you the number of customers at this very moment that have purchased your club products and their various stages of progress. Customer Count - Number of customers with a punch for that club item at this current time. An active snapshot. Percent Complete - An active snapshot. 2,657 customer have 0 punches (they recently got a free one and the accumulator reset to zero.) 21,105 and have 1 punch 8,800 have 2 punches... All the way down to 100% progression in to the club wherein 1,477 people have 10 punches and their very next item is free. 22

25 CLUB REDEMPTION REPORT Club Redemption Report - Quickly see how many individual customers earned their free item in your club programs and the number of free items awarded to those customers in the time period specified. In the example report below in the month of December 134 individual customers earned 161 free coffees in your coffee club. So some individuals received more than one free coffee in your club that month. Customer Count - Number of unique customers that earned a free item in your club program during the time period specified. Redemption Count - Quantity of free club items rewarded in the time period specified. Average Redemption Value - Average value of the club items redeemed. Total - Example: 161 items redeemed at an average value of $1.32 = $

26 SECURITY EXCEPTIONS REPORT Security Exceptions Report - Every Monday through Friday the person or persons in charge of loyalty program security will receive a nightly from Program Security. In this there will be a link that takes you to the Security Exceptions report to view transactions that they system has flagged as suspicious. The security exceptions report shows you a list of transactions that have tripped the security parameters of the system. This doesn t necessarily mean all of these transactions are fraudulent transactions. A good number of them will be legitimate transactions that you need to approve. Helpful Tip: It is recommended that you clear these transactions on a daily basis. Your customers do not receive their points until you approve them and you do not want your good customers to have to wait long to receive these points. You may have 10 transactions a day per site to clear, wait a week; you now have 70 transactions to clear. You have a few different options for approving or denying transactions. By approving you allow us to release the points to the customers card. Denying the transaction will erase the points and the customer will never receive them. Continues on page 27 24

27 SECURITY EXCEPTIONS REPORT You now have the option of approving or denying all existing transactions. Select one and you will be prompted to confirm your action, ensuring that it has not been made in error. You can also select multiple transactions to approve or deny when you check boxes next to each transaction. Once you do so the approve and deny selected buttons are disabled. Transaction Date - Pay close attention to the transaction dates and times. If you see many transactions minutes apart by the same card number and/or cardholder you should investigate as it may be a cashier trying to steal other customers points. Transaction ID - If you want to see a copy of a virtual receipt to see exactly what the customer purchased click on the transaction id number. Cardnumber - If you want to see all transactions done by a specific cardholder click on the card number. This will allow you to pull a transaction detail report for that cardholder. You will then see all of their transactions and be able to determine more easily if you have a cashier trying to game the system. Reason - There are 3 different security parameters setup within the system they are: Dollars over limit - Any transaction over $100 will go on hold to be reviewed. This is the program default. Daily TRX - Cardholders are allowed to do 7 transactions in a 24-hour period, system wide before their transactions start going on hold. This is designed to catch cashier swiping their card multiple times in a row. Daily POINTS - If a customer earns more than 100 points in a transaction (not including bonus points) the transaction will go on hold to review Cashier ID - If your POS sends us Cashier ID you will see it displayed in this column. Note: Site owners can request for KickBack to raise security parameters at individual sites and even on individual enrolled customers by ing the KickBack CRM Team at crm_team@kickbackpoints.com. 25

28 INACTIVE MEMBERS REPORT Inactive Members Report - This report allows you to quickly see a list of customers that were doing business with you and now are no longer coming in. This report can be a little complicated to run. So please follow along step by step below. Helpful Tip: Reach out to lost customers by sending them a special offer via or text blast or even by direct mail. The CRM Team can program in special offers for individuals or groups of individuals. Miranda come in and make a purchase at any Gas-n-Guzzle location in the next 30 days and earn triple points! In order to see a list of customers that were shopping with you between December 1st and December 28th, 2015 but are now no longer doing business with you the dates need to be entered as shown below. Notice that the report generated below was ran on January 28th, We wanted to see who had been shopping with us December 1st through December 28th but had not been in the past 30 days (between December 28th and January 28th). Location Name - The name of the site last visited. Last Visit Date - Date the customer last made a purchase at your site. 26

29 CARD-LINKING FORM BEFORE FILLING OUT THIS FORM, WE RECOMMEND YOU MAKE COPIES FOR FUTURE USE. Card linking allows numerous cardholders to contribute to a common bank of points. To accomplish this all the cards that you list below will be linked together in our system. This will allow all cards to earn points but only the Parent card held by the Business owner will be able to spend the points. To setup card linking please fill out the worksheet below and send the information to Jenny Hansen by fax at or jenny@kickbackpoints.com. You will receive a follow-up notifying you once your cards have been linked. *IMPORTANT NOTICE* Please make sure that all cards listed below are registered. This way if a card is lost we can easily transfer points from the lost card to a new card to prevent loss of points or information. You can register your card(s) online at the kickbackpoints.com by calling the KickBack Points customer support center toll free at Group Name KICKBACK PARENT card number Name of Title Time Zone Parent Cardholder Phone Fax Physical Address Mailing Address Please list the name and KickBack card numbers for each child card that you wish to link to your Parent card. 1. NAME CARD NUMBER This area is for office use only Date linked: Completed by: Requested by: KickBack Points, LLC. 27

30 MANUAL ISSUANCE FORM Location name and/or store number: Please add points to the following cards below: If multiple locations: Please use one form per location. DATE CARD NUMBER MERCH. $ AMOUNT FUEL $ AMOUNT FUEL GALLONS BONUS POINTS CLUB PUNCH REASON Please fax to KickBack Points at Approved by (Manager): Date: 20 Please use one of the following reasons in the reason # column above 1 Loyalty Down 2 Customer did not have card 3 Internet down 4 POS Down 5 Card would not swipe 6 New Customer: Customer paid before they were given a KB card 7 OTHER Reason: 28

31 CREATIVE REQUEST FORM Fill out and form to or fax to Attn: Marketing. You can also for an eletronic version to fill out. CREATIVE REQUEST Request Date: Date Needed: Prepared By: Client: Project Description PLEASE READ THROUGH THIS LIST AND PROVIDE AS MUCH, OF WHAT IS DESCRIBED, AS POSSIBLE. What is needed? Sign, card, brochure, custom product?... If your request is for an established client, please just briefly describe the product/graphic wanted; their design will be based on their current branding. If your request is for a new client, please provide as much information as possible about the client s brand. Adjectives are your new best friend. Also...please provide a logo, the POS system they use and, if possible, a website to better acquaint ourselves with the company and their brand. If there is artwork that you need to attach to this project, please it to Heather and cc Jenna and Miranda. Preferred file formats are ai, pdf and psd. Acceptable file formats include: jpg, png, eps, ai, psd, indd, tiff and pdf. CONTENT SHOULD BE PROVIDED- The Creative Dept does not write programs or campaigns. We will, of course, advise...but we do not make decisions about the message. That is the responsibility of the client and KB salesperson. If you need assistence with providing content, please contact Miranda in Marketing. NOTE: The turn- around time for receiving a first proof on any new or custom design can be up to 5 business days. Graphic Design Rate is $60/hour. Excessive proofing (beyond 3) may result in increaced hourly charges.turn- around time for each proof is 2 business days. Proofing Proof 1 Approved or Changes: Proof 2 Approved or Changes: Proof 3 Approved or Changes: To be filled out by the Creative Department TOTAL NUMBER OF HOURS ON PROJECT: Final Approval If the KB Design Team is producing this item, Final Approval must signed by both parties before production will begin. Approved KB Agent: Client: TOTAL COST: 29

32 BLAST REQUEST FORM Fill out and form to or fax to Attn: Marketing. You can also for an eletronic version. BLAST REQUEST Request Date: Date of Blast: Prepared By: Client Contact: Client/Company: Contact Phone: Project Description Time (of day) of Blast: Frequency: PLEASE READ THROUGH THIS LIST AND PROVIDE AS MUCH, OF WHAT IS DESCRIBED, AS POSSIBLE. Describe the message to be delivered and/or the client's expectations. If there is artwork that you need to attach to this project, please it to Heather and cc Jenna and Miranda. Preferred file formats are ai, pdf and psd. Acceptable file formats include: jpg, png, eps, ai, psd, indd, tiff and pdf. CONTENT SHOULD BE PROVIDED- The Creative Dept does not write blast messages. We will, of course, advise...but we do not make decisions about the content. That is the responsibility of the client and KB salesperson. If you need assistence with providing content, please contact Miranda in Marketing. NOTE: The turn- around time for receiving a first proof on any new or custom design is 5 business days. List Provider If KickBack, Describe: If not KickBack, be sure you attach the list to this request form. Cost per is $0.02. Graphic Design Rate is $15/quarter- hour. Excessive proofing (beyond 3) may result in increaced hourly charges.turn- around time for each proof is 3 business days. Proofing Proof 1 Approved or Changes: Proof 2 Approved or Changes: Proof 3 Approved or Changes: To be filled out by the Creative Department CREATIVE COST: Final Approval Final Approval must signed by both parties before the s will be delivered. Approved KB Agent: TOTAL NUMBER OF S: TOTAL COST: $ - Client: 30

33 TEXT BLAST REQUEST FORM Fill out and form to or fax to Attn: Marketing. You can also for an eletronic version. TEXT BLAST REQUEST Request Date: Date of Blast: Prepared By: Client/Company: New Client: Date(s) of Blast(s): Yes No Client Contact: Contact Phone: ONE- TIME NEW CLIENT SET UP FEE OF $10.00 FOR TEXTING BLASTS Time of Blast(s): (A charge per blast will apply.) TEXTS: Texting capabilities include but are not limited to: Message + Subject can be up to a max of 160 characters. If a phone number appears in more than one group, Send text message: we will only send that contact your message once. We do not recommend using non- standard characters such as but not limited to ~ or { or }. Keywords allow your customers to text your keyword to to join your list. They will also be added to Enter Keyword: the Group(s) you connect to that Keyword. For example, if your keyword were Joes, your customers would text the phrase Joes to to join your list. Drip campaigns allow you to send a series of timed text messages to anyone who joins a Group that is Drip Campaigns: connected to that campaign. While you don't need a Keyword for a Drip Campaign, most people connect a Drip Campaign to a Group, which you can join via a Keyword! Project Description 160 Character Maximum Type out Text Message here: List Provider Please select your list size. 1-5,000 Contacts 5,001-15,000 15, ,000 $ 0.04 per text $ 0.04 per text $ 0.04 per text Keyword to include: Opt- Out Option Reports & Stats List Provider If KickBack, Describe: If not KickBack, be sure you attach the list to this request form. Excessive proofing (beyond 3) may result in increaced hourly charges.turn- around time for each proof is 3 business days. Proofing Proof Approved or Changes: To be filled out by the Creative Department TOTAL NUMBER OF HOURS ON PROJECT: Final Approval Final Approval must signed by both parties before the s will be delivered. Approved KB Agent: Client: TOTAL COST: 31

34 MOBILE COUPON REQUEST FORM Fill out and form to or fax to Attn: Marketing. You can also for an eletronic version. MOBILE COUPON REQUEST Request Date: Date of Blast: Prepared By: Client/Company: New Client: Yes No Client Contact: Contact Phone: ONE- TIME NEW CLIENT SET UP FEE OF $10.00 FOR TEXTING BLASTS Time (of day) of Blast: Frequency: (A charge per blast will apply.) Texting capabilities include but are not limited to: Message + Subject can be up to a max of 160 characters. If a phone number appears in more than one group, Send text message: we will only send that contact your message once. We do not recommend using non- standard characters such as but not limited to ~ or { or }. Keywords allow your customers to text your keyword to to join your list. They will also be added to Enter Keyword: the Group(s) you connect to that Keyword. For example, if your keyword were Joes, your customers would text the phrase Joes to to join your list. Drip campaigns allow you to send a series of timed text messages to anyone who joins a Group that is Drip Campaigns: connected to that campaign. While you don't need a Keyword for a Drip Campaign, most people connect a Drip Campaign to a Group, which you can join via a Keyword! Project Description 160 Character Maximum Type out Text Message here: List Provider Please select your list size. List Provider 1-5,000 Contacts 5,001-15,000 15, ,000 Opt- Out Option Reports & Stats If KickBack, Describe: $ 0.05 per text $ 0.05 per text $ 0.05 per text Keyword to include: If not KickBack, be sure you attach the list to this request form. Excessive proofing (beyond 3) may result in increaced hourly charges.turn- around time for each proof is 3 business days. Proofing Proof Approved or Changes: To be filled out by the Creative Department TOTAL NUMBER OF HOURS ON PROJECT: TOTAL COST: Final Approval Final Approval must signed by both parties before the s will be delivered. Approved KB Agent: Client: 32

35 Making Good Customers Better.