delivering rewards in an instant world - blackhawk engagement solutions
TRANSCRIPT
December 14, 2016
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 2
About BES Instant Reward Options Instant Examples In-Market Q&A
Agenda
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 3
Your Presenters
THERESA McENDREE
VP, Marketing
Blackhawk overviewScience & adoption
Use cases
JENNIFER WORLEY
VP, Product Rewards
Instant rewards overview
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 4
A leading prepaid and payments global company
Hawk CommerceGenerate revenue with smart commerce
platforms Proven global incentive programs for consumers, sales and employees
A global branded value network of over 600+ rewards and content
We are a Blackhawk Network Business
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 5
Blackhawk Engagement Difference
Committed Program ManagementEasy-to-Use Platforms Compelling Global Rewards
We power proven incentive programs for the world’s leading brands
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 6
Full Suite of Instant Reward Solutions
HREmployee Rewards
Sales Incentives Call Center Incentives
MarketingRebate Promotions
Loyalty IncentivesWin-Back Promotions
Subscription Incentives
SalesChannel Incentives
Sales Incentives Training Incentives
Behavior-based Incentives
Finance/OpsAppeasements
Claims
Blackhawk offers 600+ reward choices to maximize performance and budget
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 7
Rewards Are Critical
Reward-based promotions have been shown to outperform discount-based promotions
BY OVER 42%
Source: ifeelgoods, Reward-Based Promotions vs Discount –Based Promotions, September 2015
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 8
Virtual (Open Loop)
Network branded (MC, Discover)
Instant Load
Allows for action-based loading and activation of cards for immediate use
eGift(Closed Loop)
Content partner branded
What are Instant Rewards Solutions?
INSTANT REWARDSprovide immediate delivery of reward or reward value.
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 9
Why Instant Rewards?
Source: Journal of the Experimental Analysis of Behavior, January 2015
Rewards are highly effective when received instantly.
Benefits of instant rewards• Stand out with your reward experience
Don’t spend more, spend better
• Immediate reinforcement of messaging
• Increased recipient satisfaction by eliminating delay in receipt of reward
• Positive association of reward and brand
Today’s Instant Rewards
Jennifer WorleyVP, Product Rewards
Virtual Rewards
Rewards delivered via email, text or mobile
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 12
The Growing Popularity of Virtual Cards
0 5 10 15 20 25 30 35 40 45 50
2013
2014
2015
Percentage of Respondents
Source: Mercator Advisory Group, Customer Monitor Survey Series, Payments 2013, 2014, 2015, Question 4
More than 2 in 5 US adults bought virtual cards in 2015.
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 13
Virtual Card Acceptance is Increasing
0 5 10 15 20 25 30 35
2013
2014
2015
Percentage of Respondents
More consumers buy virtual cards for themselves than as gifts.
Virtual card purchased as a gift
Virtual card purchased for self
Source: Mercator Advisory Group, Customer Monitor Survey Series, Payments 2013, 2014, 2015, Question 4
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 14
Virtual Card Appeal is Diverse
Source: Mercator Advisory Group, Customer Monitor Survey Series, Payments 2013, 2014, 2015, Question 4
61% of people between the ages of 18–34
43% of people between the ages of 35–64
60% of people who earn
$75K–$100K
56% of people who earn
$100K+
Virtual card buyers tend to be young, affluent and racially diverse.
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 15
• Open-loop prepaid card delivered via email
• Activate and use immediately online!
• Good at all MasterCard acceptance online retailers
• Option to request a physical card
Virtual MasterCard® Prepaid Card
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 16
• Universal online spend
• Immediate delivery
• 5% back provides added value
• Cost effective (no plastic or postage)• Greener option
• Ease of delivery and use
• Customizable emails supports your brand and program
• Secure
Benefits of Virtual Prepaid
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 17
• Electronic gift card
• 200+ brands available
• Email or text delivery
• Spend immediately online or in-store
eGift
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 18
Add to wallet, use on phone, tablet, online or in-hand!
Consistent Experience Across Platforms
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 19
Unmatched Catalog of Popular Merchants
…and many more
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 20
• Create retailer or channel specific campaign
• Immediate delivery
• Redeemable online and in-store
• Cost effective (no plastic or postage)• Greener option
• Device responsive — mobile/tablet/PC/Mac friendly
• Customizable emails supports your brand and program
• Secure
Benefits of eGift
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 21
Have you ever purchased or received a virtual reward?
Poll Question
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 22
Connect to Our Solutions • Sales and Channel Incentive Platform
• Consumer Promotions
• Employee Rewards
Or Yours• API
Direct connect your platform, CRM or POS to our ordering system
• FTP Ordering Automated scripts upload and download files and data for products
Or Order Direct • Ordering Portal (MyInteliSpend)
Ideal for self-service, online ordering of prepaid products
Multiple Virtual Reward Ordering Options
Instant Load
Reward in-hand, instant funding on behavior
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 24
Physical Prepaid Card Distribution ($0 value card)• Mailed • Handed out • In-pack or on-product
Funded upon behavior • By agent/rep• On validation• On customer submission• By API
Instantly loaded & ready to usePerfect marriage of tangible reward and instant appeal
Instantly Loaded Prepaid Card
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 25
• Fully customizable to your program and brand
• No funds loaded until behavior confirmed
• Highly attractive CTA (3–4X response rates)
Instantly Loaded Prepaid Card
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 26
• Automatically load and activate cards from a secure portal, our platform or yours
• Strong customer activation tool
• Full program branding and customization• Limit exposure with $0 value cards
• Immediate, universal use
Benefits of Instant Loading
In-Market Examples
Theresa McEndreeVP, Marketing
Virtual Rewards
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 29
Use Case: Call Center Sales Incentive eGift
Immediately Reinforce the Right Sales Behavior
1 2 3 4
Call center agent engages customer
Agent reviews programs and
discusses upgrade opportunity
Consumer signs up for program and
agrees to upgrade
Salesperson instantly issued egift
upon program registration
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 30
Use Case: Call Center Sales Incentive eGift
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 31
Use Case: Real-time Customer Rebates
Differentiate Your Promotion with a Better Experience
1 2 3 4
Customer makes purchase and
receives unique code (on receipt or
in-pack)
Customer submits on website, enters
Serial # and demographic information
Site makes a series of API calls,
rebate validated
eGift instantly issued to customer
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 32
Use Case: Real-time Customer Rebates Instant Code Redemption and Reward
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 33
Use Case: B2B Webinar Attendees, eGift
1
Company sponsors educational webinar, promotes event with promise of a reward
2
Email collected at registration
3
eGift emailed to attendees
during webinar
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 34
Use Case: B2B Webinar Attendees, eGift
Instant Load
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 36
Use Case: Instant Load, Customer Activation
1
New product or service
advertised with “dead” $0 card
2
Consumer takes required action
(e.g., gets quote, takes tour) to activate card
3
Card instantly loaded by
agent or API
$0 $$$
Standout with High Value Direct Mail
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 37
Why Instant? • High promotion response rate
• Strong customer engagement
• Cards funded instantly upon action
Use Case: Instantly Loaded
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 38
Use Case: Instant Load Customer Rebates
Differentiate Your Promotion with a Better Experience
1 2 3 4
Customer makes purchase and receives card
(in-pack or in-store)
Customer submits on website, enters serial #
and demographic information
Site makes a series of API calls,
rebate validated
Card in-hand instantly funded for valid customers or
egift delivered
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 39
Leverage Smart Home activation to drive rewards• Activate or load customer prepaid card with connection
• Incent dealer or installer with connection
Use Case: Unique Smart Home Rewards
1 2 3 4
Consumer purchases smart home device (i.e.
Nest, Smart HVAC, etc. )
Consumer receives unloaded prepaid card (via direct mail or
sales associate)
Consumer registers card online to their product serial ID
When consumer connects smart device to
WiFi, BES activates & loads card instantly
In Conclusion
©2016 Blackhawk Engagement Solutions, Inc. Confidential and not for replication or distribution. 41
Today’s consumers judge brands by how they engage. Your reward experience is no different.
• Engage instantly
• With the most desirable rewards • Provide choice
• Recognize the results
Why Instant?
The right reward strategy allows you to achieve more, without spending more.
Questions?
Contact us @Theresa: 972.538.3902, [email protected]
Jennifer: 636.226.2181, [email protected]
Thank You
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