HOW CLOSE ARE YOU TO YOUR CUSTOMERS?

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1 HOW CLOSE ARE YOU TO YOUR CUSTOMERS?

2 You know what kind of people your customers are. You likely even know their names, how often they shop with you and what they ve bought recently. But can you say which customers return the most value to your business? Do you know what they value most from you, and how that may change over time? And can you influence them to make specific choices about what they buy and how they interact with your brand? At LoyaltyOne, we get you closer to your customers by understanding what really motivates them. And then we help you use those insights build stronger, more profitable relationships. 2 LoyaltyONE.com LoyaltyONE.com 3

3 GAIN DEEPER Customer INSIGHTS AND PUT THEM INTO ACTION Our innovative solutions are shaped by business realities and designed to get you where you want to go right now. At LoyaltyOne, we have a single goal: enriching the relationships between companies and their customers. After more than 20 years as a global industry leader, we know how to get loyalty working for your business. We combine deeper customer intelligence with practical tools and approaches that allow you to quickly generate sustainable returns. Our expert practitioners draw on firsthand industry experience as they work with you to meet the demands of a fiercely competitive marketplace. Using time-tested strategies developed through successful collaborations with leading global brands and Fortune 1000 enterprises we help you create more relevant interactions and strengthen customer engagement in every area of your business. The Keys to Building Richer Relationships Deeper, smarter customer insights More relevant customer experiences More relevant, data-driven marketing Solutions tailored to your needs Practical, real-world approaches Quick, measurable business impact 4 LoyaltyONE.com LoyaltyONE.com 5

4 BRING A CUSTOMER LENS TO EVERY AREA OF YOUR BUSINESS We help you apply data-driven insights right across your organization as you make the transition to true enterprise loyalty. At LoyaltyOne, we understand that customer-centricity is about turning meaningful insights into everyday actions. Combining our industry expertise with what we learn from your data, we look more closely at what people buy through which channels, at what price points and along with what other products or services. And from there we determine where your customers expectations point to the most promising opportunities. Rethink every crucial aspect of your business What you offer Expand or reduce your current selection, or present products and services differently. How you price Fine-tune your pricing strategies to drive more profitable customer behavior. How you attract interest Redesign everything from packaging and promotional campaigns to merchandising and store layouts. How you market Create more precisely targeted offers or more effective mass offers using richer customer insights. How you communicate Reach people online, on the move and using highly personalized direct vehicles. Where you do business Identify the best retail locations and optimum distribution networks. How you stay relevant Create unique service experiences that differentiate and enhance your brand value proposition. How you evolve Manage organizational change as you transform business processes to better meet customers needs. 6 LoyaltyONE.com LoyaltyONE.com 7

5 THREE WAYS WE HELP YOU BUILD RICHER 1 Customer Analytics We use sophisticated analytics to optimize your marketing, merchandising and operations then provide flexible desktop tools and programs so you can continue fine-tuning every area of your organization in response to changing customer insights. 2 Custom Loyalty Services We offer a range of expert services from loyalty strategy and program development, to customer experience design, to insight-driven marketing and engagement strategies all tailored to meet your specific business challenges and opportunities. 3 Coalition Loyalty We create powerful, cost-effective multi-partner solutions that deliver more comprehensive customer insights, accelerated impact and proven, sustainable returns. Customer Analytics Custom Loyalty Services RELATIONSHIPS Coalition Loyalty 8 LoyaltyONE.com

6 CUSTOMER ANALYTICS THAT YIELD THE DEEPER INSIGHTS YOU NEED With our in-depth analysis and custom decisionsupport tools, you ll build engagement, grow sales and boost profitability. Wherever you are on the road to customer-centricity, LoyaltyOne s groundbreaking analytics team can help you: gain vital additional insights from your existing data and new sources build a complete customer strategy or optimize an aspect of your current strategy on a solid analytical foundation create an enhanced enterprise brand experience by applying these deeper insights across all key touchpoints using our unique tools and programs. We Give You the Tools to Turn Insights Into Action If your communications are fragmented or your customer-facing teams operate in silos, we eliminate barriers and provide a unified view of the customer then help you respond systematically to what you learn. As the volume of big data risks becoming too unwieldy to be useful, we generate timely, precise insights that cut through the complexity. Faced with increasingly intense competition, it s harder than ever to differentiate profitably on price or product alone especially as consumers embrace online comparison tools and a showrooming approach to shopping. LoyaltyOne helps you win and retain their business by: optimizing your pricing, promotions and marketing both strategy and execution redesigning your assortment and in-store experiences integrating real-time mobile marketing rethinking how you interact and engage with customers. Customer Analytics 10 LoyaltyONE.com LoyaltyONE.com 11

7 CUSTOM LOYALTY SERVICES TAILORED TO YOUR We deliver solutions that yield quick, measurable returns and build a solid platform for the future. Whether you see loyalty as the focus for a specific program or a means of transforming your entire business, LoyaltyOne s seasoned practitioners work with you to develop a strategic roadmap informed by customer intelligence and backed by the latest industry research. Then we address the most pressing items on your agenda, helping realize the full value of your existing customer base while identifying the best prospects for growth. Custom Loyalty Services NEEDS 12 LoyaltyONE.com LoyaltyONE.com 15

8 CUSTOM LOYALTY SERVICES TAILORED Designing Superior Customer Experiences Together we ll build an insight-driven action plan for achieving full customer-centricity: Integrate all vital customer touchpoints in a sophisticated experience design or revitalize specific areas, from pricing and assortment to service offerings and promotions. Target high-value customers with relevant offers across all communications channels. Work with our award-winning creative agency on precision marketing communications shaped by behavioral and transactional data. Keep up the momentum of innovation, whether transforming in-store experiences with real-time mobile marketing or exploring the businessbuilding power of social media. Optimizing Your Loyalty Program If you currently have a proprietary program, the LoyaltyOne team will: conduct a thorough assessment of the value it generates for your business Creating a New Program Our highly disciplined approach to program development includes: gauging the effectiveness of your current loyalty initiatives relative to industry benchmarks and best practices designing a go-to-market strategy based on in-depth research, customized analytics and rigorous case building and financial modeling creating a ready-to-execute modular plan covering everything from organizational structure, process design and IT capabilities to marketing communications, rewards management and customer care. Custom Loyalty Services TO YOUR guide you through a step-by-step tune-up to optimize program performance and ensure you re investing in the right customers recommend enhanced features such as priority access and exclusive experiential benefits for those customers who deliver the most NEEDS value to your business. 12 LoyaltyONE.com LoyaltyONE.com 14

9 THE POWER AND IMPACT OF MULTI- PARTNER COALITION Partnerships prove their value by delivering greater benefits, stronger results and faster returns. In 1992 we pioneered coalition loyalty by launching the AIR MILES Reward Program; today there are active accounts in two-thirds of Canadian households. Our successful model, in which partners issue a shared currency that customers can redeem for goods and services, has been emulated around the globe. It provides the foundation for our Dotz program in Brazil and further opportunities we re exploring in markets worldwide. Looking to join an existing coalition? You can minimize your investment by tapping into the proven value of a fully managed program and gain rich, multi-partner insights to create more effective offers and communications. Considering a partnership in a new program? We quantify the advantages (and any potential risks) of being a founding partner while also helping you gauge the comparative benefits of other partnership models. Thinking of adding partners to your proprietary program? We help you identify prospective partners and evaluate their potential impact, then collaborate with you on developing the new platform. The Proven Value of Partnership LoyaltyOne has led the way in demonstrating how multi-partner loyalty can influence behavior, drive profitability and cement long-term relationships. LOYALTY Stronger engagement: With more opportunities to earn more rewards more quickly, customers get engaged with the program and your brand. More powerful insights: Your customer data can be combined with select data gathered across the program including from members not yet shopping with you to yield more comprehensive intelligence. More effective marketing: With richer insights you can refine your offers and communications, as well as you in-store and online experiences. Shared investment: The cost of marketing, rewards, databases, analytics, program infrastructure and ongoing operations are spread among the partners. Coalition Loyalty 16 LoyaltyONE.com

10 PROVEN SOLUTIONS THAT WILL MOVE YOUR How have we maintained a 95% renewal rate among major clients for two decades? By bringing together all the key ingredients for success: hands-on industry experience demonstrated skills and expertise a deep grasp of clients priorities superior customer analytics insights that lead to clear actions proven, pragmatic solutions immediate, tangible results sustainable impact and growth BUSINESS FORWARD 18 LoyaltyONE.com LoyaltyONE.com 21

11 PROVEN SOLUTIONS THAT WILL MOVE YOUR BUSINESS FORWARD Customer Analytics & Research Our experts drill deep into your data, identifying unmet needs and new market opportunities. Combining rigorous research with sophisticated ideation tools, we find new ways of unlocking the value in your business. Customer/shopper/member insights Promotional analysis Assortment and pricing analysis Category/store planning Market research/segmentation Customer Strategy & Experience Design Our consultants help extend the bridge to true customer-centricity, identifying your most promising opportunities and collaborating on loyalty and CRM-based strategies to drive behavior, build engagement and ultimately design an end-to-end customer experience. Opportunity identification/benchmarking Readiness assessment/change management Economic modeling/case building Integrated solution design/implementation Technology services Loyalty Program Design & Operations Our experts help design, optimize and launch proprietary, partnership and coalition loyalty programs with the ultimate goal of capturing the data-driven insights that allow smarter business decisions and drive customer retention and growth. Benchmarking/economic modeling Program structure/design Implementation planning Operations management/diagnostics Rewards fulfillment Customer-Centric Programs & Tools Leveraging data-driven customer intelligence, we help you optimize marketing, merchandising and operations by developing more targeted, effective and profitable strategies for all initiatives. Marketing and promotion programs/tools Merchandising programs/tools Assortment and pricing programs/tools Collaborative vendor programs Store location tools Insight-Driven Marketing Communications Applying one-to-one marketing expertise honed through decades of high-impact work, our full-service agency has won international recognition by balancing sound strategy, deep insights, a mastery of logistics and highly differentiating creative. Loyalty communications strategy CRM-based direct marketing Digital/mobile marketing Retail program development Creative services 18 LoyaltyONE.com LoyaltyONE.com 20

12 LET US HELP YOU GET CLOSER TO YOUR CUSTOMERS You can make your business more relevant, more effective, more competitive and more profitable by creating richer relationships with your customers. We look forward to exploring the opportunities with you loyaltyone.com

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