We all know that shoppers prefer a personalized experience based on their historical interactions with a Retailer (skeptical? 85% of shoppers say they want that!). So why do we fall short of delighting them with the experiences they're asking for? Get real strategies for gaining true customer loyalty

1. You Had Me At Hello
Gaining, growing and maintaining customer loyalty in
the world of personalization and social technology
Becky Johns
Vice President, Head of Retail &
Consumer Solutions
rjohns@market-bridge.com

2. ©2012 MarketBridge Corp.– 2 –
2
RevenueEngines™
Digital Engagement Programs
S.M.A.R.T.™
Predictive Analytics Solution
Digital programs and tools to increase lead volume,
quality, and conversion-to-revenues while enabling
sales channels to engage customers
Sales and Marketing Analytics, Reporting and
Technology to optimize campaign yield, lead-to-
revenue conversion by prioritizing opportunities and
personalizing interactions
World-Class Clients
Building Customer Loyalty
For more than 20 years, MarketBridge has
been delivering technology-enabled solutions
for Fortune 1000 clients combining digital
customer engagement and predictive analytics
solutions to connect marketing and sales and
improve Sales Associate productivity and
Marketing effectiveness. Our expertise in the
complete omni-channel marketing arena
means that our services are strategically
designed to drive traffic, focus clienteling
efforts, increase customer loyalty and
ultimately grow revenue.
MARKETBRIDGE OVERVIEW
Our
Experience

3. ©2014 MarketBridge Corp.– 3 –
Retail Has Reached Its Next Great Inflection Point
Three paradigm shifts will drive the future of Retail…
CONSULTATIVE
“Find the right
product for me”
SCALED
“Everything I want at
prices I can afford”
PERSONALIZED &
EXPERIENCIAL
“Find me the best
price, incorporate my
favorite brands and
make it social”
“Everything I want at
the click of a mouse”
TRANSACTIONAL
1950’s Today

4. ©2014 MarketBridge Corp.– 4 –
END
Agenda
Retail’s New Inflection Point
Be Relevant at Every Interaction
The Problem
The Solution
Real Life Examples
Connect with Their Interests
The Problem
The Solution
Real Life Examples
Democratize the Customer Experience
The Problem
The Solution
Real Life Examples
Parting Tips & Q/A

5. ©2014 MarketBridge Corp.– 5 –
Consume sources of information
Your Customer is More Informed & Connected than Ever
12
6
of Customers are using their mobile
phones to Guide In-Store purchases.50%Oh, and…
Conduct online searches
&
On average Customers …
…prior to making a purchase
Site: Google Shopper Research 2014

6. ©2014 MarketBridge Corp.– 6 –
Your Customer’s Experience Transcends Online vs. Offline
TRILLION
OF OFFLINE
RETAIL SPEND
IS INFLUENCED
BY ONLINE
EXPERIENCES
Site: Google Shopper Research 2014

7. ©2014 MarketBridge Corp.– 7 –
EXPECTATIONS
TIME
Your Customer’s Expectations are Increasing

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END
Agenda
Retail’s New Inflection Point
Be Relevant at Every Interaction
The Problem
The Solution
Real Life Examples

9. ©2014 MarketBridge Corp.– 9 –
!
IT’S THE YEAR 2014… AND YET...
Be Relevant At Every Interaction
The Problem: We are wasteful in who we interact with and how we
interact with them.

10. ©2014 MarketBridge Corp.– 10 –

Be Relevant At Every Interaction
The Solution: Use the power of your data to target customers at the most
granular segments that matter.
ATTITUDINAL DIMENSIONS
• Conducted quantitative survey with over 1,500 top
customers and focus groups with key target segments
PERSONA-BASED
MESSAGING
• Developed value proposition and messaging
concepts informed by the results from the quantitative
research
• Tested and validated the value proposition with
identified segments
ENGAGEMENT
MATERIAL
• Deployed segmentation across client databases,
applying advanced predictive modeling
• 2% annual revenue lift from deploying
segmentation strategy
• Initial results showed 167% increase in leads when
using tailored segmentation messaging
Results:

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
Be Relevant At Every Interaction
The Solution: Focus on solving for pain points at the point of
engagement.
15 MILLION DOWNLOADS! #1 CONSUMER APP

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END
Agenda
Retail’s New Inflection Point
Be Relevant at Every Interaction
The Problem
The Solution
Real Life Examples
Connect with Their Interests
The Problem
The Solution
Real Life Examples

13. ©2014 MarketBridge Corp.– 13 –
Connect With Their Interests
OF SHOPPERS SAY
THAT PERSONALIZED
EXPERIENCES
WOULD INFLUENCE
THEIR PURCHASING
DECISIONS
86%
!
The Problem: We are so focused on the sale, we forget about
who our shopper is.
.
Site: Infosys 2014 shopper Survey

14. ©2014 MarketBridge Corp.– 14 –

Connect With Their Interests
The Solution: Understand what your customers are interested in and
connect them to what inspires them.
• Build complete digital customer profile
among current and future customers
• Identify and recruit leads (700,000) and
provide to Sales Associates
• Encourage brand affinity & decrease cost
of acquisition ($10 down to $4)
• Increase the likelihood of conversion (4x)
for existing leads
• Nurture relationships of current customers
for cross-sell & usage opportunities and
customer retention
• Name
• Email
• Age
• Gender
• Address/Geography
• Impressions
• Traffic Sources
• Pageviews
• Visits & Unique Visitors
• Repeat Visits
• Visit Duration
• Bounce Rate
• Device Usage
• Browser Usage
• Click Paths
• Email Opens
• Email Clicks
• Email Client Usage
• Cost per Lead
• Comments
• Shares
• Outbound Clicks
• Appendable Information
(e.g., Lifestyle, Income)

15. ©2014 MarketBridge Corp.– 15 –

Connect With Their Interests
The Solution: Understand what your customers are interested in and
connect them to it.
@GrownandFlown did you check
out the @Discover ROI tool. What
do you think? Ow.ly/y8Hde
#CollegeCash

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END
Agenda
Retail’s New Inflection Point
Be Relevant at Every Interaction
The Problem
The Solution
Real Life Examples
Connect with Their Interests
The Problem
The Solution
Real Life Examples
Democratize the Customer Experience
The Problem
The Solution
Real Life Examples

17. ©2014 MarketBridge Corp.– 17 –
!
Democratize the Customer Experience
The Problem: We continue to dictate the terms of how our customers
shop with us - when we know it should be the reverse.
OF SHOPPERS SAY
IT’S IMPORTANT FOR
RETAILERS TO LET
THEM SHOP IN THE
WAY THEY WANT
Yet Only…
Percentage of Shoppers that expect
consistency in pricing Online vs. In-Store
75%
Percentage of Retailers that offer the
same pricing Online and In-store
16%
Site: Accenture Seamless Retail Study

18. ©2014 MarketBridge Corp.– 18 –

Democratize the Customer Experience
The Solution: Allow your shoppers to shop everywhere in a
seamless manner.
Site: Wharton School of Business Case Study

19. ©2014 MarketBridge Corp.– 19 –

Democratize the Customer Experience
The Solution: Empower your Sales Associates to build loyalty &
delight customers.
TRAININGGAMES
ONLINE TOOLS
FLOOR MODULES
• Build loyalty-focused training path to help
Associates increase knowledge (3X) of
the loyalty program
• Increase Associate productivity (26%
increase) by keeping them on the floor
during most training, through “floor modules”
• Lift penetration from shoppers using their
private label credit cards within the Stores
• Reduce the amount of interchange paid
by enabling more customers to use the
Store’s private label credit card

20. ©2014 MarketBridge Corp.– 20 –
END
Agenda
Retail’s New Inflection Point
Be Relevant at Every Interaction
The Problem
The Solution
Real Life Examples
Connect with Their Interests
The Problem
The Solution
Real Life Examples
Democratize the Customer Experience
The Problem
The Solution
Real Life Examples
Parting Tips & Q/A

21. ©2014 MarketBridge Corp.– 21 –
Parting Tips

22. ©2014 MarketBridge Corp.– 22 –
WEBSITE
MarketBridge
Website
OUR COMMUNITY CHECK OUT
www.market-bridge.com www.digital-bridge.com
BLOG:
“Building the Pond:
Taking the Long-View in
Customer Engagement”
WEBINAR:
“Not your Mama’s Sales
Tools: The Next
Generation of Sales
Enablement”
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Becky Johns
Vice President, Head of Retail &
Consumer Solutions
rjohns@market-bridge.com
Thank You and Q&A