Smart Loyalty Corporate Portfolio

CHAMPIONING TOMORROW’S

LOYALTY FOR

B2B

THERE’S A BIG

DIFFERENCE

BETWEEN A SATISFIED

CUSTOMER

AND A LOYAL

CUSTOMER

20 YEARS delivering our brand of loyalty to the B2B market.

OUR STORY Why Loyalty?____________________________________________ 4 Don’t Just Take Our Word For It____________________________ 6 Our Loyalty Coalitions_____________________________________ 8 Our Bespoke Solutions___________________________________ 10 How We Do It__________________________________________ 12 Features Of Our Platform_________________________________ 26 Our Partners____________________________________________ 42 A Showcase In Loyalty___________________________________ 44

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3

WHY LOYALTY AS A

BUSINESS

STRATEGY

4

Why Loyalty

Rewarding customers for their loyalty is no longer a case of if or why, but rather a case of how and when.

A carefully crafted loyalty strategy can deliver the following outcomes for your business: Drive customer retention – Say thanks to your valued

customers and give them a reason to say no to the competition.

Get more business from customers – A way to grow share of wallet from existing customers.

Enrich your communication strategy – A points balance

enables you to send personal and relevant communications to your customers around your products, services and promotions. It’s like having a silent 24/7 salesperson.

Add value to your acquisition strategy and create a real point of difference in a world of discounts and rebates.

Visualisation of your end customer – Understand customer preferences with the data, intelligence and unique insights created through loyalty solutions.

Create an emotional connection with your customer and

realise the benefits from giving tangible rewards, which have a much higher perceived value than cash (i.e discounts and rebates).

Proven R.O.I by utilising a business tool that does not cost you until the customer has the desired behaviour.

Why Loyalty

5

is awesome!

6

Testimonial

“

We collect a bunch of points from a number of our suppliers and we have used them on all kinds of rewards. From Lasik eye surgery to Fitbit’s, from fridge freezers to iPhones... all we do is ring them up and tell them what we want…simple really!!

The programme certainly keeps me loyal to my suppliers.

”

Nathan and Amy Spitzer Spitzer Construction SmartTrade Programme Member - Waikato

OUR

LOYALTY COALITIONS Coalition loyalty programmes are highly successful the world over. Your customers can generate rewards from your business and other businesses that they choose to trade with. Coalitions have proven to generate a deeper sense of loyalty to the programme and ultimately your business.

Smart Loyalty’s coalition loyalty experts will work with your business to build value from one of our existing coalition programmes, and ensure that your point of difference is always protected.

Our flagship coalition programme.

The SmartTrade Rewards Programme was initially launched in 1997 to reward the construction and agricultural industries.

We have successfully integrated the SmartTrade programme into these sectors and others by aligning with quality brands around a common customer database, delivering exceptional value to all stakeholders through customer retention & cross polination.

A world first for the Automotive Industry.

Launched in 2007, GetGenuine makes it easy for over 6,000 mechanical and panel repairers to turn their business spend into personal rewards by purchasing genuine parts from the most prominent vehicle manufacturers in New Zealand and Australia. GetGenuine was a world-first and now features over 31 automotive brands in New Zealand and 300 dealerships. The reward programme has achieved 95% market saturation.

8

Our Loyalty Coalitions

DO YOU HAVE customers that sit across the

Construction, Automotive,

Agriculture or

Education sectors?

DO YOU HAVE customers

that could benefit from being

REWARDED by other non-competing partners of ours?

LETS TALK ABOUT

COALITION

LOYALTY.

OUR BESPOKE SOLUTIONS A bespoke loyalty programme offering incentives is a great way to drive performance across your sales channels. Strong relationships with your sales staff leads to long-term sales success. We listen, design and implement YOUR very own branded programme.

We will work closely with your business to determine whether a coalition programme or a customised programme is best suited to your specific requirements. We will then design, build and operate every component of the loyalty programme from strategy and data analytics through to call centre services and sourcing rewards.

Customised solutions for New Zealand Window Shades.

This is a unique programme where employees of retailers selling Luxaflex and Rufflette products are provided with an incentive to strongly endorse these brands to the consumer. This long standing programme continues to deliver beyond its target ROI, by providing an exclusive point of difference in a highly competitive marketplace.

Star Rewards A customised solution for Mercedes-Benz.

Star Rewards is an industry-first programme developed for Mercedes-Benz to incentivise front line sales and service staff to achieve specific targets.

Programme members are provided with a visually engaging web platform, where they can monitor their performance against their KPI’s, and complete reward fulfilment with the click of a button.

A customised solution for Power Farming Group (PFG) Australia.

We have provided the planning, infrastructure and ongoing support for the PFG Rewards loyalty programme. Our customer analysis determined that Virgin Australia’s Velocity Frequent Flyer fulfilment platform would best suit the requirements of Power Farming’s customers. Leveraging off this platform is now helping PFG achieve their business objectives through a growing and loyal customer base.

10

Our Bespoke Solutions

DO YOU HAVE

a very specific requirement for

LOYALTY inside

your business?

WOULD YOU like your very

own branded

loyalty

programme?

LETS TALK ABOUT A

BESPOKE

LOYALTY

SOLUTION.

WE HAVE

1,200 participating merchants

30,000 SME’s throughout New Zealand & Australia

RETAIN, ATTRACT & GROW 12

What we do

HOW

WE DO IT Retain Customers Recognising and rewarding your customers, combined with targeted, relevant and personal communications is a major component of the loyalty strategy with proven results.

Why does it work? It’s the law of reciprocity. If you give freely, that person is more inclined

to give back. In this way, a loyalty programme creates a deeper sense of customer loyalty than any product or service alone. It costs your customers nothing to participate. Our partnership provides your business with an edge, making it less likely that you will lose customers to your competitors.

Attract New Customers In today’s world it is not enough to just have competitive pricing, quality products and good

service. The customer wants to know “what’s in it for me?”. They want something that comes without strings attached and that has real value. Our programmes create that point of difference.

How? The ability to give your customer control of the choice of their reward (Dream Rewards) can

make all the difference when attracting new customers. Working with Smart Loyalty to pull together a compelling offer and using our marketing tools to present the offer well has been proven to change buyer behaviour and start customers down the path of trading with your business for value rather than price. This is especially powerful when your offer is viewed as similar in value to other competing offers.

Smart Loyalty has thousands of businesses (who are programme members) on its database which can, where appropriate, be targeted as “low hanging fruit” to do business with.

Grow Customers Overall Our programmes work like a silent salesperson when you are not in front of your customers.

Studies show that customers purchasing similar products, with the option of where to purchase or what credit card to use, will focus on the reward element in making their purchasing decision.

By growing a personal attachment to their rewards programme, customers feel more positive about trading with your business.

What we do

13

20 YE INFLUE LOYA

14

ARS NCING LTY

15

16

Testimonial

“

GetGenuine has become an integral part of our sales and marketing strategy for the trade customer segment of the automotive market. We continue to see strong growth, high levels of engagement and great return on investment through the GetGenuine programme.

Fixed Operations Manager

�

Ford New Zealand

Testimonial

17

When we recently needed to replace 37 monitors in our call centre we were able to use our reward points to purchase all of them. We have also been using points to book all of our air travel. If you are not currently part of the SmartTrade experience, I highly recommend it. The more partners you jump on board with, the more points you will receive! Simply brilliant!

Smith & Smith GetGenuine Member - Nationwide

18

Testimonial

Simply Brilliant!

Testimonial

19

te enuminee programeeded has exc our expectations

The

“

As a tool to opening doors in the building industry, it has been invaluable. We have seen our business multiply many fold through using the SmartTrade programme.

Sales Manager Carpet Court

20

Testimonial

�

“

The GetGenuine programme has exceeded our expectations. The members of the programme are some of our most engaged. Their points earning and redemption behaviour indicates they find the programme rewarding. Once members have redeemed points, their earning behaviour increases as they appreciate the benefits of the Qantas Frequent Flyer programme.

Business Development Manager

�

Qantas Frequent Flyer

Testimonial

21

We ’re ed! s s e r p im “

We have been impressed with the number of our customers who regularly redeem their points and the variety and quality of goods on offer. They certainly seem to value the opportunity and without doubt our sales and collections have improved as a result.

Managing Director New Zealand Window Shades

22

Testimonial

”

Testimonial

23

FULL SUITE OF CUSTOMER LOYALTY ENGAGEMENT SERVICES

We have a vast range of marketing and customer engagement services that complement our world class suite of loyalty programmes. These tools leverage off the power of the information generated in our loyalty databases and assist businesses in achieving growth. Strategies can be formulated based on customer behaviour and segmented marketing will target the right customers with messages that resonate to change buying behaviour.

r e m o t s u C Contact

Digital

Marketing

Rewards Shop

24

A contact management strategy is developed for all customers to ensure maximum engagement. All data is mined to create relevant messaging and offers.

Our team can place targeted promotions in front of any selected audience. Whether you have a new product or service you wish to promote, or a stretch sales incentive targeting growth from your customer base, we can design and facilitate a successful email marketing campaign delivering real, tangible results.

Our online fulfilment platform enables your customers to enjoy a truly memorable experience when redeeming points online. A comprehensive range of rewards, including Dream Rewards (see page 32), are available to your customers. If we haven’t got the reward your customer wants, we’ll endeavour to source it.

s t h g i s n I , a t a D & Custom

Reporting

Direncgt

Marketi

Rewards Catalogue

One of the greatest attributes of loyalty is the capturing of unique data and insights. We provide you with intimate data on your customers, allowing us to drive targeted messaging and promotional activity that delivers results.

Outside of our half-yearly Points Statements and Rewards Catalogues, we offer a full range of direct mail initiatives to target growth, loyalty and engagement from your customers.

All customers receive a Summer Rewards Catalogue and Winter Rewards Catalogue packed with the latest and greatest reward products from New Zealand’s leading brands and suppliers.

WHY YOUR CUSTOMERS WILL LOVE OUR BRAND OF LOYALTY 26

WE LIKE TO

SURPRISE & DELIGHT

It’s our job to leave a lasting impression on your customers. One of the ways we drive engagement, excitement and an emotional connection in our reward programmes is through a concept we call surprise and delight. We have an active promotions calendar including regular travel incentives and prize giveaways.

Alaskan Adventure Cruise

$12,000

Wonders of Turkey Tour

$10,000

San Francisco & Alaskan Excursion

$20,000

Dubai Experience

$8,000

Luxury Fiji Getaway

$10,000

Get me to Fiji African Safari

$8,000

$3,000

Winter Escape to Queenstown

$5,000

OUR PROMOTIONS HAVE SEEN TRIPS WON

ALL OVER THE WORLD Features Of Our Platform

27

T S bE OF THE

T S E b

OUR FULFILMENT PLATFORM

WHAT MORE COULD YOU WANT? Customers earn reward points by trading with our partner businesses, which can be redeemed on a wide range of rewards from New Zealand’s top brands and leading suppliers. rewards-shop.co.nz Features Of Our Platform

29

'

Get any reward you want* with

Look at what some of our members have used their points on...

Pete used his points to get a new mountain bike

Garry used his points for a helicopter flight

John used his points for a holiday in Hawaii

Jarred used his points to get a spa pool

Dave & Jo used their points for their wedding

Mike & Sally used their points for an African safari

CLOSE YOUR EYES AND LET YOUR IMAGINATION RUN FREE! We’ll endevour to deliver exactly what your customers have been dreaming of. rewards-shop.co.nz/dream-rewards *Terms and conditions apply.

31

Revolve your world

around the customer

customers will revolve around

and MORE

you

faster.

TOP UP WITH OR

PAID FOR WITH POINTS

Don’t have quite enough points for your reward?

No problem! Customers can use Points + Pay to top up their redemption* and they’re away smiling. *Terms and conditions apply.

33

REWARDS CATALOGUE

We deliver a Summer and a Winter Catalogue to all our members (your customers), showcasing the latest technology, great brands and the most popular products from New Zealand’s leading suppliers.

f o

best he best t

34

Redemption emails We cater for all seasons, celebrations and occasions.

Featuring products from New Zealand’s leading suppliers, our personalised redemption emails are always a hit with your customers!

Features Of Our Platform

35

INDUSTRY PUBLICATIONS

We run a publication for the automotive industry called the Genuine Article. This is delivered to over 6,000 trade mechanics and panel shops throughout New Zealand.

The Genuine Article features product specials from New Zealand’s leading automotive brands plus industry news and other supplier promotions, all geared to drive growth and engagement in the GetGenuine Rewards Programme.

36

Features of Our Platform

“

We have had the pleasure of being part of this great rewards programme for a number of years now, and we make a point of using the partners connected to it.

The fact that we accumulate the points so fast and receive the rewards that we want make this programme a no brainer to be part of.

The team at GetGenuine are always helpful, follow up and most of all great to deal with.

”

Corey McLaughlan, Managing Director Ashton Panel and Paint Ltd GetGenuine Programme Member Lower Hutt

Coirnegy his GoPro us

d e s a h c r pu points! with

“

As a customer of Metalcraft Roofing, it’s a huge cherry on the top to be rewarded for spending money with businesses that we are loyal to. Everybody wins and being able to spend points on pretty much anything certainly keeps the wife happy. Thanks for the awesome service and quick delivery too.

Mark Thorburn, Thorburn Builders SmartTrade Programme Member Waikato

”

Testimonial

37

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CUSTOMER INSIGHTS IN THE PALM OF YOUR HAND

Gain a deeper understanding of your customers using the Smart Loyalty APP. With behavioural insights at your fingertips, you have the ultimate tool to drive business growth.

Features Of Our Platform

39

WE

PARTNER WITH THE

BEST

From Australasia’s leading consumer loyalty programmes to the latest marketing automation technology, we partner with the best.

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oody

great rewards

With over 450,000 members and just under 1000 merchants, it is Goody’s clever technology, cloud based approach to marketing automation, and customer loyalty that has seen an exciting new partnership begin with Smart Loyalty NZ in 2017. Goody Card, the ground-breaking smartphone based digital customer loyalty programme, continues to enjoy rapid growth in the New Zealand market. Their fresh and simple approach to marketing automation, including features such as customer acquisition, net promoter score, email and social marketing, customer insight and coupon delivery is what differentiates them in the New Zealand market. The complementary features available through Smart Loyalty NZ and Goody provide our clients with unrivalled opportunities.

Qantas, one of Australia’s most recognisable and respected brands offers an extensive frequent flyer programme creating compelling marketing and insights with outstanding national and international brands. With over 10 million members in Australia and around the world, the Qantas Frequent Flyer programme provides members with a range of redemption methods. The Qantas Frequent Flyer programme, with its extensive loyalty footprint in the Australian market is a strategic partner of Smart Loyalty through the GetGenuineTM programme in Australia and to this day, continues to manage the point’s fulfilment platform as well as selected member engagement communications to GetGenuine members.

Velocity Frequent Flyer is an award winning loyalty programme of Virgin Australia, providing members with many easy ways to earn Velocity Points both at home and around the world. Velocity delivers all the rewards you can expect from a world-class frequent flyer programme, plus a range of unique benefits offered by no others in the market. Velocity is a strategic partner of Smart Loyalty in Australia and powers a selection of customised programmes in the Australia market such as Power Farming Group (PFG) Rewards. To this day Velocity continue to manage the point’s fulfilment platform as well as selected member engagement communications for these selected programmes.

41

CASE STUDY Ford New Zealand wanted to grow parts sales to trade mechanics and panel shops throughout New Zealand.

We designed and implemented a campaign whereby the trade received a 20% stretch target over their prior year purchases. If they hit the target, they received triple reward points. GetGenuine delivered the entire promotion through a combination of electronic and direct mail channels to thousands of customers.

Over 42% of spending customers achieved the target.

A great result.

ABC MOTORS $300

Case Study

43

“

All in all, a database/loyalty component to our sales and marketing mix we would struggle to do without.

Managing Director Waikato Milking Systems

44

�

We

would o t e l strugg

do it!

Without Managing Director Waikato Milking Systems

THE HEART IS THAN A

WAY TO A CUSTOMER’S

MUCH MORE

LOYALTY PROGRAMME.

MAKING CUSTOMERS

ADVOCATES IS ABOUT CREATING

EXPERIENCES

WORTH TALKING ABOUT.

smartloyalty.co.nz