Aimia_Capabilities_abridged

CUSTOMER LOYALTY
SOLUTIONS
Introduction

Proprietary & Confidential. © 2016 Aimia. All Rights Reserved.
GLOBAL STRENGTH TO MEET YOUR NEEDS

BY THE NUMBERS: PROGRAMS, MEMBERS, COUNTRIES
3Proprietary & Confidential. © 2016 Aimia. All Rights Reserved.

Proprietary & Confidential. © 2016 Aimia. All Rights Reserved. 4
The Forrester WaveTM is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave.
Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
“At the end of the day,
I want a stable platform
that is fast.”
AIMIA IS #1
“Out-of-the-box solution
is easy to integrate”
“Smart Button brings
extensive retail experience
to the table.”
Aimia scored top marks in the 2016 Forrester Loyalty Provider Wave Report
• Best overall solution
• Best technology platform capabilities
• Best strategy design
• Best loyalty management
“...easy to navigate
and understand.” “...strongest offer and rewards
management, and reporting and
dashboards capabilities in the
competitive set.”

Aimia: Consumer Loyalty | ©2016 Aimia, Inc. All Rights Reserved 5
HOW WE DELIVER
SOUND
STRATEGY
ROBUST,
FLEXIBLE
TECHNOLOGY
EXPERT
OPERATIONS
OPTIMAL
LOYALTY

STRATEGY

© 2016 Aimia, Inc. All Rights Reserved. | Proprietary & Confidential.
DESIGNING OPTIMAL LOYALTY OUTCOMES
Value
Will the program create
optimal value for members?
• Review tangible/intangible brand dimensions
• Financial & rewards perception
• Best practices & key insights
Value
Will the program create optimal
value for the company?
• Program financials and value delivery
• Best constructs for members, category, objectives
• Benchmarking against best practices
Experience
Is experience compelling & competitive?
• Member journey mapping
• Member perception survey
• Benchmarking vs. 3 other programs
Experience
Can the program be operated efficiently?
• Data analysis
• Executive & employee interviews
• Benchmarking vs. best practices
For Customers For Brands
7
Alignment

© 2016 Aimia, Inc. All Rights Reserved. | Proprietary & Confidential.
Phase 1:
Strategy definition
Phase 2:
Program design
Phase 3:
Implementation plan
Objectives • Align stakeholders on objectives
• Identify relevant consumer insight
• Evaluate existing program
• Identify ~3 pot. models/value prop
• Define high-level program costs
• Iterate high-level business cases
• Finalize business cases
• Recommend optimal model
• Identify considerations for rollout
Deliverables Inputs for model selection
• Program vision, design principles
• Relevant consumer insights
(using existing research & data)
• Relevant loyalty best practices
• Competitive landscape & position
• Health Check recommendations
Scenarios, costs & benefits
• Evaluation of high-potential
models
• High-level business case for most
promising models, incl. rewards,
IT and ops costs
• High-level customer value prop,
channel strategy, program rules
Mid-level program design
• Earn & redemption proposition
• Tiers and soft benefits
Mid-level business case
• 3 year cost forecast
• Breakeven analysis
• Sensitivity analysis
Considerations for rollout
• Pilot and exit strategies
PROCESS AND DELIVERABLES
Define objectives & baseline Construct scenarios Design plan
1 2 3
8

Aimia: Consumer Loyalty | ©2016 Aimia, Inc. All Rights Reserved
TECHNOLOGY

OUR PLATFORM VISION
Real-time,
Value-driven
Engagement
Omni-Channel
Engagement
Point of Sale &
Payment Cards
Coupons at till
and in flyers
Stamps
and books
Our platforms
are engineered to
continuously
optimize the real-
time relevance,
convenience and
value of every
customer
engagement
• Transactional
Loyalty with
points given for
proof of purchase
– little to no
benefit delivery
• All customers
treated the same
in earning and
redeeming
• Personalized
coupons delivered
based on previous
transaction and like
products in basket
• Coupons mimic
those found in flyers
and present little
loyalty beyond the
immediate purchase
• Payment cards
pave the way for
earning across
multiple retailers
and tracking a
broad wallet of
transactions
• Stores also
embrace the
payment/loyalty
combination and
receive significant
financial benefits
• Risk criteria keep
credit from deep
penetration
• Multichannel
marketing with
homogenous
messaging across
all identified touch
points
• Segmentation
based on various
typical attributes
• Personalization
against segments,
but not
individualized
• Redemption
becomes omni-
channel
• Reward
engagement with
real-time feedback
- omnichannel
• Rules engines
and triggers
create true 1:1
experiences –
calculated and
actioned based
on long term
customer value
predictive
analytics
• Personalized,
relevant benefits
seamlessly
delivered
Today
Today & Future

PROPRIETARY PLATFORMS FOR DIVERGENT REQUIREMENTS
Enterprise
Aimia SaaS hybrid Loyalty Platform (ALP)
• Managed service platform
• Member pricing plus integration,
configuration and customization
• Enterprise platform tuned for
large-scale, complex and global
deployments
• Managed integration into other
on-premise or cloud enterprise
platforms
Tailored to your business
Mid-Size
SaaS Loyalty Platform (Smart Button)
• Software as a Service in the
cloud with open APIs
• Simple per-member pricing
• Self-service tool for marketers,
retail PoS and customer service
agents
• Email and toll-free support desk
Configured for your program
Complexity

MULTI-CHANNEL CONTENT MANAGEMENT
12
CONTENT
REPOSITORY
Segmentation &
promotion engine
Modular content engine
Member Web
& eCatalogue
Mobile
Web
In-store
POS
Coupons
& Offers
Messaging to
Email/SMS/
App/Social
HEADER & NAV BAR
HERO IMAGE
IMG #1
IMG #2
PROMO #1
PROMO #2

“Savvy Shopper”
Segment
4-Week
Frequency
“A year into the program, 2.1 million
customers have enrolled and the
retailer has captured 20% more of
its customers’ overall shoe budget"
- Jan Mauldin, Director of Corporate Marketing,
Rack Room Shoes
Modular
content
engine
RECEIPTS COUPONS OFFERS
Off Broadway
CONNECTING SEGMENTATION WITH
REAL-TIME COMMUNICATIONS

ACTIONABLE INSIGHTS. POWERFUL RESULTS.
14
COMMUNICATIONS
RESULTS
MEASUREMENTS
EXTERNAL DASHBOARD
Program snapshot Top members Reward dashboards Enrolment statistics Reward statisticsREPORT EXAMPLES:

ALL YOUR CUSTOMERS. ALL IN ONE PLACE.
360-DEGREE VIEW OF THE CUSTOMER
All interactions, transactions, points accruals and rewards

OPEN ARCHITECTURE FOR EASY INTEGRATION
16
www.smartbutton-status.comwww.wiki.smartbutton.com

INTEGRATION-READY TO HELP YOU LAUNCH QUICKLY
17
POS
PAYMENT
NETWORK
SOCIALECOMMERCEPOS OMNI-CHANNEL

DEMOS PROVIDED UPON REQUEST

Member Journey Mapping Omni-Channel Planning Campaign Management
• Audit existing marketing
& communication plans
• Identify key audience segments
& behavioral objectives
• Map distinct member journeys
to the loyalty lifecycle
• Recommend loyalty marketing
channels aligned to the lifecycle
• Specify tactics, timing, frequency,
and offer psychology for campaigns
• Develop campaign requirements for
design & production
• Produce and deliver cross-channel
email, mobile, social and web
campaigns through our enterprise
communication platforms
• Review campaign & program reporting
• Provide routine campaign optimization
MEMBER ENGAGEMENT
Informed by experience with client programs - and in operating our own programs
START
CAMPAIGN
SEND EMAIL
SEND MOBILE
MESSAGE
WAIT
5
DAYS
ACTION?
REMARKET
WITH
DISPLAY AD
SEND THANK
YOU EMAIL
NO
Add customer to
“at risk” segment
YES
Add customer to
“engaged” segment
Don’t
forget
that offer!
SPECIAL
OFFER
Click Here
SPECIAL OFFER
JUST FOR YOU
THANK YOU!
Sees ad for
CPG Rewards
Multi-channel
welcome series
Reward
tweet
Buys CPG
brand product
Referral
offer
Lapsed
reminder
Text for
balance
Links social
accounts
Surprise mobile
coupon offer
ACQUISITION & ONBOARDING
VIRTUOUS CIRCLE OF LOYALTY ENGAGEMENT
Personalized
newsletter
LOYALTY LIFECYCLE JOURNEY MAP

MEMBER ENGAGEMENT: PERSONALIZATION
Insight-driven communications deliver highly effective, personalized brand experiences
Loyalty Lifecycle Customer Segmentation Behavior & Value
Drives promotional themes and
persuasion psychology through
progressive stages of commitment.
Guides personalized content, program
benefits hierarchy, and communication
channel preferences.
Triggers special offers and reminders
based on behavioral categories such as
recency, frequency, and relative value.

MEMBER ENGAGEMENT: BENEFITS
Our teams’ expertise and creativity bring loyalty benefits to life
Reward
Plan, source and manage tangible rewards
Recognize
Use powerful segmentation make it easy to
identify best customers and show them love
Engage
Exclusive offers, content, experiences and
events to deepen relationships
Access
Cash
backContent
Experiences
Instant
discounts
Loyalty currency
Rewards
catalog
Rewards
certificates
Status tiers
Surprise
& delight
Partner
offers
Sweepstakes
& Instant Win
Rewards &
Partnerships
Ecosystem

OUR EXPERIENCE DRIVES EFFICIENCY
Full-service, world-class programs can be delivered in matter of weeks
Timeline Example
Week 1
Discovery
2 3 4 5 6 7 8 11109 12
Economic Modeling
Member Experience Mapping
KPI & Metrics
Kick-Off1 Concept
Sign Off
Concept
Research
Rollout
2018
Final Concept
Sign Off
Data Analysis
Loyalty
Recommendation
Read Out
Program Design
Validation Research
Refine Economics
Platform Configuration
Discovery
Read-Out
Recommendation
Development

Wherever your business
is today – or where your team
decides it must go tomorrow –
Aimia is ready to collaborate,
plan, and execute to deliver
the loyalty experience and
business outcomes you need.

Aimia_Capabilities_abridged

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