Presentation is loading. Please wait.

Presentation is loading. Please wait.

Click to add text 1 Reimagining Customer Loyalty 29 SEP 2014 Fiona Llewellyn (Director of IT – NBTY Europe)

Similar presentations

Presentation on theme: "Click to add text 1 Reimagining Customer Loyalty 29 SEP 2014 Fiona Llewellyn (Director of IT – NBTY Europe)"— Presentation transcript:

1 Click to add text 1 Reimagining Customer Loyalty 29 SEP 2014 Fiona Llewellyn (Director of IT – NBTY Europe)

2 Click to add text NBTY Europe – Who we are Europe's leading retailer of Vitamins, Minerals and Herbal Supplements Over 80 Years in Health Supplement Industry

3 Click to add text NBTY Europe – Our world Video of Store (TBD Fiona)

4 Click to add text NBTY Europe – Loyalty Programs Holland & Barrett UK – Rewards for Life GNC UK – Train to Gain Holland & Barrett IE – Rewards for Life 4 points earned per £1 4 points earned per €1 15 points earned per £1 Quarterly Reward Coupon issuance: 100 points = £1 / €1 Earn points / Redeem coupons across all channels Enrol / Activate across all channels Bonus point promotions / Exclusive offers for members Marketing offers via email, direct mail and SMS

5 Click to add text Need for transformation Sep 2011 RFL Launch in all stores Dec 2011 Reached 1 M Members Increased Member Spend Jan 2012 First Coupon issued Increased Sale Benefits (Redemptions) Scalability of legacy system Inflexible PoS System hampering Customer Experience at Stores Lack of unified customer view (cards not customers) Inability to offer flexible loyalty promotions Lapsing customers due to inability to capture customer details in store Inability to target offers to specific customer segments CHALLENGESCHALLENGES EVOLVING LOYALTY PROGRAM Dec 2012 Reached 6 M Members

6 Click to add text Transformation enablers The Right Technology Solution Understand your customer Reward, recognize and differentiate Deliver great cross-channel customer experience Measure and gain insights The Right Implementation Partner Enterprise Customer Experience Solutions Oracle Co-Development Partner (Loyalty/Marketing) Customer Insights and Analytics Deep domain and delivery expertise

7 Click to add text Next Gen CX Technology Oracle Retail POS Enrollment Transactions Profile Management Oracle ATG / Endeca E-Commerce Enrollment Profile Management Mobile Applications Coupons Activation Profile Management Siebel Loyalty Members Program Promotions Customer Care Oracle Customer Hub Customer Unification Data Cleansing Siebel Marketing Segmentation Campaigns List Management Loyalty Analytics Marketing Analytics Customer Insights / Advanced Analytics Oracle Service Bus Legacy AS400 Products Stores Customer Data ODI FTP Responsys Email Marketing Oracle Applications Legacy Systems Custom Applications

8 Click to add text CX Implementation Differentiators  Enhanced engagement through real-time enrolment and activation  Real-time points accrual and display to customers on receipt  31 types of ‘Configurable’ loyalty promotions deployed (category, SKU, Tiered, Spend, Time etc.) – To be grown to 45 types  Unified customer view through Siebel Loyalty and Oracle Customer Hub  Personalized campaigns via customer segmentation

9 Click to add text Loyalty Program Evolution Feb 2013 RFL Pilot launch on Oracle Apr 2014 In-store activation Activation increasing by 70% per week May 2014 Deployed on all H&B stores Reached 10M Members BENEFITSBENEFITS EVOLVING LOYALTY PROGRAM Sep 2014 5M Activations T2G Launch Customer Base Impact 40% uplift in card activations Active customers are 75% more profitable 50% of cards issued in the last year 11M cards issued (higher outreach) 2 % net positive migration in customer value Sales Impact 6-8 % Sales uplift due to loyalty promotions Loyalty Penetration – 62% in sales & 53% in transactions 36% increase in Voucher redemption resulting in 10% increase in customer spend

10 Click to add text Leveraging Insights – Targeted Marketing State of Art Loyalty System Enhanced POS System & Website Unified view of Customer Key Initiatives Customer Insights Targeted Promotion Increased Customer Engagement Evaluate customer Behaviour Identify Customer Segments Develop strategy for targeted promotion Enhanced promotion capability Provide customized offers E.G Beauty Swap for Beauty customers Increase Customer Experience Influence Annual spend Enhance Brand Affinity Campaign Evaluation Increase in Coupon Redemption Rates (19%) Increase in Purchase Rate (0.8 more order/ customer) Customer Segmentation Cherry Pickers Lapsing, Customer Promising Shoppers Offer on Beauty Products Only for Beauty Customers

11 Click to add text CX Implementation Roadmap Store POS Enhancement & Rollout Loyalty Program Platform (Siebel) E Commerce Campaign Management (Email) Customer Analytics & Value Management Consumer Engagement Application - Mobile Customer Service Loyalty Enhancements Points Promotions Targeted Vouchers Social/ Affinity Clubs Ring fencing & Customer Journeys Enterprise Business Intelligence Omni-Channel Phase 1 – CX Foundation Blocks Single View of Customer (Oracle Customer Hub) Phase 2 – Multi Channel Engagement Phase 3 – CX Value Realization Drive Trading Decisions (Assortment, Space Zoning, Promotion Design etc.) We are here

12 Questions?

Download ppt "Click to add text 1 Reimagining Customer Loyalty 29 SEP 2014 Fiona Llewellyn (Director of IT – NBTY Europe)"

Similar presentations

Ads by Google