Advancing Loyalty and CRM WHAT WE DO. HOW WE DO IT.

Transcription

1 Advancing Loyalty and CRM WHAT WE DO. HOW WE DO IT.

2 Dramatically profitable customer relationships At Brierley+Partners we share a single mission: Making our clients customer relationships dramatically more profitable. We accomplish it through our proven, full suite of comprehensive services: B+P s ultimate goal is to help you acquire new customers and grow your share-of-wallet from existing customers because that s the fastest, most effective way to maximize your revenue and achieve greater profitability. Loyalty Program Design CRM Strategy Advanced Analytics and Modeling Consumer Research Database Services Loyalty and CRM Technology Multi-Channel Creative Services Production Materials and Procurement Campaign Management Tool and Services Mail-shop and Fulfillment Services

3 GameStop. The PowerUp Rewards program was designed with a fee-based tier in which a tremendous percentage of customers enrolled. With cool rewards and an engaging mobile app, members ended up shopping three times more often. Design differentiating, uniquely personalized loyalty programs A proven process. We have refined the loyalty program design process to an art form, following the successful principles set forth in our Art of Relationship Management. Each of our customized programs begins with Listening to the Customer our unique way of learning what motivates your customers rationally and emotionally. All customers are not created equal. In the development of your program, we will gather and use your data to communicate individually and appropriately with your customers. Supported by the latest technologies, across all media and channels, our programs leverage the advantages of personalization and segmentation to create relevant, revenue-generative customer relationships. A thorough understanding of both design and execution. As architects of many of the world s best-known loyalty programs, our programs have enrolled, communicated with and secured the loyalty of hundreds of millions of valuable customers. From all forms of payment programs in retail to rewards as a profit center to rewards for time, Brierley has created and presents you with the best, most current thinking in the field. LOYALTY PROGRAM DESIGN

4 John Q. Sample Go premium with the Prestige Collection Congratulations! You re Just 50 #1 Points away from an award. Click here for more information. Account Info Account Summary as of: 01/01/2011 Hertz #1 Club Gold Member: F US. NS Hertz. Brierley is leading the company s CRM strategies and communications. The program has had a substantial, positive impact on profitability with customers who receive communications proving to be significantly more profitable than those who do not. Strategize to power profitable CRM CRM STRATEGY Hertz #1 Awards Points:* 1 Indulge in the luxury of the Hertz Prestige Collection and and save $20 per day, up to $100, now through February 16, 2011, with PC# From a sleek Mercedes E Class to a roomy Cadillac Escalade, you ve got options. Click here >> Rental Days Earned: 1 Qualifying Rental Balance: 300 Decades of experience. We offer strategic counsel based on years of CRM experience paired with Customer-centric marketing. B+P s strategic focus is building customer-centric marketing strategies that cutting-edge capabilities in research, modeling, begin with acquisition and continue with retention analytics and data mining. throughout the customer relationship lifecycle. With a Uniquely skilled strategists. Our strategy professionals are experts at discovering critical customer insights and utilizing those insights to create strategies that increase multi-faceted strategic approach, profitable customer relationships are built through multiple channels for a diverse group of clients. ROI and drive incremental revenue. Unlike consultants, however, our strategists work on your project through execution and measurement, ensuring that the strategic vision is realized.

5 Elissa, enjoy a special thank you for buying your Sony BRAVIA HDTV. Sony Electronics. Extensive analytics of past purchase behavior identified Sony customers with a high propensity to buy, and their next probable purchase. Targeted communications triggered purchase of new models, resulting in significant new sales. Maximize customer ROI through advanced analytics and consumer research ANALYTICS AND RESEARCH What your customers think. Our unique approach to research and customer e-listening gets to the heart of attitudes, advocacy and other key emotional drivers. What others think. We review brand and program presence across all social media platforms to identify opportunities for increasing brand name capital and program awareness through viral marketing efforts. Pinpointing program strengths and weaknesses. A battery of transactional analyses is used to gauge the health of your program. Particular emphasis is placed on identifying how effectively the incentive structure drives value and retention. Customer segmentation and predictive modeling. Our staff of business statisticians has refined the science of building and leveraging customer segmentation schemes to get the right messages to the right customers. Our advanced econometrics practice allows us to assemble an arsenal of predictive models designed to address specific business goals such as increasing ROI, growing long-term value, proactively countering attrition and increasing brand affinity and loyalty. Our solutions have proven their profitability across a wide range of clients and industries.

6 JCPenney. The JCP Rewards program was built entirely on LoyaltyWare to provide a flexible, quick-to-market technology platform. It provides a total technology solution for JCPenney s high-performing loyalty program. Evolve and enhance customer relationships with innovative technology LOYALTY/CRM TECHNOLOGY Fast, flexible technology solutions. You need a technology platform that s flexible, quick-to-market and designed to achieve your marketing goals. Our customer loyalty product incorporates the thinking of the world s best loyalty strategists. LoyaltyWare : The core of your successful loyalty and CRM solution. Our intuitive platform gives you all the functionality needed to run a loyalty/crm program, customized to meet your specifications: Single-View Customer Database Website and E-Commerce Integration Tracking and Loyalty Currency Accrual Campaign Management Tool Mobile Application Survey Tool On- and Off-line Reward Redemption Options and Content Management Tools Online Reporting and Performance Analysis Call Center Application for Program Management LoyaltyOnDemand : Hosting and systems management. We provide enterprise-level loyalty solutions through our hosting facility at a SAS 70 certified data center, monitored 24/7. Rapid implementation and integration. In a fraction of the time required by most software-enabled implementations, we provide the systems integration necessary to incorporate each of your customer touch-points into operational program execution. From mobile applications to web to social media to direct mail.

7 Bloomingdale s. Brierley Creative designed the entire look of the Bloomingdale s Insider program from print to web featuring gorgeous original illustrations that evoke the premium luxury experience the store represents. CREATIVE SERVICES Engage customers with multi-channel creative that gets results Loyalty and CRM communications experts. Brierley+Partners can develop and deliver a message that will resonate with your customers and get results. Our full-service agency has a long track record of creating effective, compelling communications to build profitability through deeper customer relationships. Our work ranges from naming and branding loyalty programs to executing complete customer relationship communication campaigns. We also work closely with any established brand guidelines to ensure seamless integration with general advertising and other marketing materials. Multi-channel capabilities. We excel at building your profitability through loyalty and CRM programs across all print and electronic media. Our experienced staff of art directors, copywriters and interactive designers create exclusive, highly targeted communications for global, multilingual loyalty programs. Hundreds of millions of communications are produced annually in nearly 20 language and culturally sensitive versions. A passion for excellence. We are committed to quality in everything we do, but what truly distinguishes our team is the expertise and passion of our people. And the outstanding results we have delivered for our clients for more than two decades.

8 Conrad Maldives Rangali Island Hilton HHonors. The Hilton HHonors member base is in the millions and extends across the globe. Brierley produces direct mail communications, point-of-purchase displays and collateral across multiple tiers and in nearly 20 languages. PRODUCTION AND FULFILLMENT You re one of our favorite guests. Let us spoil you. Produce and deliver compelling digital and print communications Full-service print production. Brierley+Partners print production procurement services are second to none. We re prepared to be involved every step of the way from initial project planning, to recommending the most cost-effective materials and processes, to press checks. Integrated interactive production. Most all loyalty and CRM programs today have a digital component and our interactive team works to ensure seamless coordination with corporate branding and printed program materials. We partner closely with internal and client teams to develop budget, schedule, builds, wireframes and html. production. We offer a full-service production capability integrated seamlessly with CRM and loyalty strategy, as well as creative execution. Complete mail-shop and fulfillment services. Our full-service data processing, imaging and mailing services division, Marketing Mail Solutions (MMS), is equipped with state-of-the-art technology to handle even the most complicated mailings. MMS also offers premium fulfillment and secured storage and inventory management services from its 50,000-square-foot warehouse facility.

9 Elevate your brand along with some of the world s most successful companies PUT YOURSELF IN GOOD COMPANY Brierley+Partners pioneered customer relationship management and we are still leading the way. Our long history of creating profitable, prominent and proven loyalty and customer relationship programs for leading companies is unsurpassed. Here are some of the more than 250 clients we have served:

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