maureen mcdonagh - optimising relationships with incentive publishers

Loyalty

Maureen McDonagh, Head of E-Commerce

Groupe Aeroplan

60% ownership 75% ownership

Nectar is the UK’s largest loyalty programme with over 50% of UK households

Partners LMG

Nectar Business

Plus over 450 online retailers on eStores

Access to the largest UK customer base through multiple channels

1.7m contacts per year

200m+ sent per year

26m+ per year with 20m variants 1.5m+ sent per year

>1.5m detailed surveys

Contact CentreStatement Mailings Coalition Mailings

Member SurveysDigital Nectar.com

>60% registrations online

CRM Infrastructure

5

5

Dynamic customer targeting

Select customers from any chart

Move customers between reports

Segment by behaviour bands

Refine selections interactively

Export ids for use in campaigns

Campaign management

Offer optimization

• Build and manage campaigns intuitively

• Schedule and re-use• Highly scalable

• Maintain offer repository• Analyse response rates across campaigns for optimal

choice• Select best offers for each

customer from all available

Media channels

Paper & Digital CRM Online ResearchCoupons at till Coupon Statement Digital Channels

Post-campaign analytics

• Automated, large scale production of campaign performance analytics

• Online request and delivery system• Analysis across campaign, channel, offer

and customer type

Consumer Connect

ONLINE USAGE

BEHAVIOUR INSIGHTS

via Y! internal data

OFFLINE PURCHASE BEHAVIOUR

INSIGHTS via Nectar loyalty

card data

A SERVICE ENABLING ADVERTISERS TO REACH HIGHLY QUALIFIED CONSUMERS AT SCALE THEN MEASURE THE IMPACT OF THAT ONLINE ADVERTISING EXPENDITURE

Consumer Connect helps brands…

• Drive offline sales with online marketing to your most valuable consumer

• Improve ROI with enhanced targeting and technology

• Measure online impact on offline sales to meet customer accountability

• Provide a scalable solution that maximises reach of key consumers

Nectar Search powered by Yahoo!

• Yahoo! is the only search engine provider to offer consumers the chance to collect loyalty points for everyday online searches

• Card holders download the toolbar from nectar.com and collect up to 50 Nectar points a month - one Nectar point for every two searches made

• A user’s online journey is truly rewarding by collecting Nectar points at the start of their online purchase journey as well as at the point of purchase

• Toolbar incorporates dual functionality; search online and collect points and give visibility of where they can collect even more Nectar points should they go on to make a purchase online

Y! app

Merchants that opt-in to the toolbar will have exclusive access to feature on the Nectar Y! app

Super CRM: One-to-one, multi-channel, trigger-based marketing

• Full one-to-one targeting

• Same messages and offers across all channels

• Seamless linking between email, mobile and website

• Trigger-based offers

Any questions?