Loyalty & Advocacy

Loyalty & Advocacy: The SVM Solution

February 25th, 2014

Meeting Agenda

SVM History and overviewLoyalty & Advocacy: The SVM Solution SVM Specific solutions by program The Impact of Loyalty on Toyota Motors Next Steps

SVM Overview Founded in 1997 20,000 businesses actively buying gift cards 100,000 businesses order through SVM’s website SVM puts close to a billion dollars in gift cards into the marketplace

each year SVM Synopsis:

SVM is the Global Leader in B2B Gift Cards and has deep capabilities and experience

SVM is The Trusted B2B Partner for Fortune 500 Companies and their Promotional/Gift Card needs

Senior Management Team has over 80 years of B2B Gift Card expertise Providing unique turn-key Full Service Gift Card issuing model Flexible: SVM can adapt its services and business models to the

specific objectives of its Clients.

Why Choose SVM?• Proven ability to drive sales through proactive Sales and

Marketing into each key segment.• Dedicated Fulfillment Center, Proprietary Systems, and

accurate card fulfillment.• Innovative B2B Solutions, Including both Plastic Card

and eGift• Long-Standing Industry reputation for Service,

Excellence, Quality, Trust & Integrity• International: UK, Ireland, Europe…Canada and others

to follow

Sample SVM Brands

The SVM Loyalty & Advocacy Solution

• According to a recent study, “Manufactures should also follow the example of other businesses and offer a REWARDS CARD or other special-offer programs….Manufactures could create incentives for consumers to get their oil changed, have their snow tires installed and get other regular service, and reward them with ..giveaways and other incentives to keep their service business at the dealership.”

2012 Dealer Dot Com


• These rewards and incentives can be used 2-fold:1. To incentivize a customer to visit a dealership to test drive or

purchase a vehicle.2. To strengthen the bond with the customer that has just

purchased a vehicle.“…the new critical moment is the moment after the purchase, when consumers are “bonding with” their new vehicle and highly likely to tout their purchase experience or their new vehicle on social media channels.” “..need to foster relationships with customers that make them more likely to want to engage and advocate for the brand and dealership after they drive off the lot.”2012 Dealer Dot Com


• The SVM Loyalty program, which uses our plastic gift cards, eGift cards, and our FuelCircle Reward Program, is the perfect fit to nurture and create Loyalty & Advocacy for Toyota.

• The program can be run on a national level or test-piloted in regional dealerships.

“Of those who recently purchased a new car, or who were planning to buy shortly and had already visited a dealership, 76% said their direct interaction with a dealership was or would be very influential in their final purchase decision.”

2012 Dealer Dot Com

Gasoline: The Logical Automobile Industry Gift Card

• Universal in appeal for all of Toyota’s customers• Universal in appeal for all of Toyota’s employees• Great incentive that can drive business to the showroom

floors• Logical choice to incentivize customers to return to the

dealership for maintenance.

The SOLUTIONS THAT MOTIVATE

• Promo and Reward Cards• Reloadable Cards• Inactive Cards• Award Codes• Co-Branding and Card Customization• Fulfillment Services• FuelCircle

Promo and Reward Cards

• Ability to purchase Gas Promotional Cards at a discount, or share in the breakage (leftover funds at expiration).

• Promo Cards can be co-branded• Great application for driving business into the dealership.

Reloadable Cards• Perfect solution for ongoing

rewards/incentives or fleet management• Reload could be triggered by customer or

employee goal attainment• Saves down-time for shipping and

ordering• Fee per reload

Inactive Cards

• Safe solution to do a regional or nationwide mailer.

• Names can be sent as a file for activation

• Added security for direct mail programs

Award Codes

• Customer/Employee receives award code with dollar amount and link to landing page

• Toyota chooses up to 12 Brands of gift cards for redemption with code

• Information is entered, code is redeemed, and chosen brand is shipped directly to end user.

Co-Branding and Card Customization

• Toyota can chose from co-branded card or fully customized card.

• Available on Gasoline Brands such as ExxonMobil.

Fulfillment

• Dedicated Fulfillment Center, Proprietary Systems, Accurate Card/eGift Fulfillment

• Bulk orders received by 2 pm CST = fulfilled same business day in most cases

• Individual fulfillment orders received in overnight file = fulfilled same business day (2 business day Service Level Agreement)

• Multiple, redundant QA steps and proven QA processes ensure accuracy

FUELCIRCLE• SVM revolutionary FuelCircle reward program• Customer earns fuel rewards based upon purchases or by fulfilling a

program parameter, redeemable at chosen Gas station.• Customer then chooses the Oil brand that they prefer instead of being

locked into one choice, making FuelCircle the only program that can span the entire nation.

• Great tool that allows continual contact with customer– Could use as incentive to drive business into service center (different

reward levels for type of service)– Customer is reminded of loyalty & advocacy every time they use the card“What we’ve always known is that customers with the greatest lifetime value are loyal, repeat customers. Repeat customers spend 33% more than new customers, and their referrals are 107% higher then those from non-repeat customers.”

2012 Dealer Dot Com

The often missed connection: Employee Engagement

With over 6500 Employees in the United States, Toyota has a built-in Social Network that can be their greatest Advocates. “Customer Loyalty is an end, Employee engagement is perhaps the most effective means to that end.” Employees are “ground zero for improving customer loyalty.

Direct Marketing News February 2014

55%Percentage of organizations with employee engagement rates of more than 50% that have customer retention rates of more than 80%

The Impact of a Loyalty Program on Toyota

Advocate

Bond

EngagePURCHASE

Enjoy

2012 Dealer Dot Com

The Loyalty

Loop


“We asked those loyal to a dealership what it would take to get them to consider switching. 45% said they would be somewhat or very likely to consider a different dealer if they were offered a customer rewards program.

2012 Dealer Dot Com


“Our research found that consumers who are offered a customer rewards program that saves them money, who encounter a no-pressure sales staff and who read positive reviews about a dealership written by other customers are more likely to consider switching to a different dealership.”

2012 Dealer Dot Com

In Conclusion• No matter what your Loyalty/Incentive needs, SVM has

the solution • Our dedicated team of experts can tailor programs to

fulfill to the end user, offering valuable continuous contact

• With Loyalty growth of over 25% in the last two years, the U.S. market continues to embrace Loyalty leading to Advocacy as a must in a companies Marketing Plan.

• The only way to continual grow one’s Customer Base is to find creative ways to reach your Target Audience…creative ways found in the SVM Solution.

Next Steps

Questions?

Next Steps

THANK YOU!

SolutionsthatMotivate.com

twitter.com/SVMRewards

facebook.com/SVMRewards

youtube.com/SVMRewards

linkedin.com/company/SVM-LP

fuelcircle.com

Documents

Loyalty & Advocacy