8 QUESTIONS YOU SHOULD ASK

BEFORE YOU SELECT A

GLOBAL REWARD PROVIDER

Why the Interest in Global Rewards?

Global Loyalty Initiatives are Growing

• Consolidation of U.S. businesses make expansion into global markets a great growth and revenue opportunity

• Increase/Ease of Global Marketing- Easier for consumers to purchase- More choice for consumers- Easy market entry increases competitive

activity

• Leveraging existing knowledge/natural extension

We Also Heard Challenges and/or Points of Pain?

“Operating a global loyalty program is definitely more complicated and challenging than operating a program for US based audiences only.  In different regions we have a different customer bases and not all benefits for the US audiences are benefits for these other regions.”

“Getting all of our regions on the same page is a monumental task.  It becomes even more complex by the fact our customers speak different languages, and have different customs depending on the region they are in.”

Verbatims, Maritz Research Study, Oct/2011

Question #1: What Countries Do You Support?

(Include Languages Available By Country)

• International Presence

• Communication/Language of Choice– Translation

GLOBAL PENETRATION

Google Translation Example

Spike the Tsann pump high-pressure steam coffee machine the TSK-1826B4 value price gourmet coffee shipped the same day can be ordered

The end of the sun appliance shops snapped up

$359.00 1 day, 14 hours and 58 minutesDetails >>Per account can be purchased up to two

Dangdang price: ¥ 399.00

Market price: ¥ 999.00 (¥ 640.00) to save you

Customer Rating: 49 people evaluation, 89.8% of the RecommendedLocation: Beijing city Shipping: express each order shipping instructions

Sunshine the Litian Mall service promise:Sunshine Litian Mall assure you that the sale of licensed goods are genuine. With the warranty certificate and Sunshine force, days Mall invoice, enjoy the Genius service, and shopping malls to buy goods to enjoy the same quality assurance.Sunshine Litian Mall also provide you with a competitive commodity prices and membership discount system, please rest assured to buy!After service:This product Quanguolianbao, enjoy Warranty ServicesAs a result of quality problems or failure, and enjoy the return within 7 days, 15 days replacement, enjoy free warranty Warranty Services within the warranty period on the 15th!Statement: Because manufacturers will be without any advance notice to change the product packaging, origin or some accessories, the Division can not ensure that customers receive the goods and store pictures, place of origin, appendix is exactly the same. Only to ensure genuine goods, manufacturers unified standard configuration! And to ensure consistency with the same mainstream market new products. The store does not update, please understand!

Question #2: Describe Your Global Rewards Collection and How

You Ensure “Cultural Relevance”

• Total number of rewards by country

• Number of reward categories • Vouchers (Gift Certificates)• Merchandise • Travel • Experiential• Charities

• Frequency of Reward Collection Updates

• International Mega Brands and Regional Brands

DEPTH/BREADTHOF COLLECTION

BY COUNTRY

Question #3: Describe Your Fulfillment and

Customer Service Model(Include Your Reward Return Policy)

• Order Process• Inventory Management• Shipping Guarantees• Manufacturer’s

Warranties

FULFILLMENTPROCESSES

• Phone • Email• Languages• Hours• Reward Returns• Service Level

Agreements

CUSTOMERSERVICE

Question #4: How Can We Be Assured that

Brand Image/Standards are Maintained?

• Website Appearance

• Communications

• Reward Collection

• Customer Experience

BRANDING

Question #5: Describe Your Company’s Experience and Tenure in the Global Reward Fulfillment

IndustryCOMPANY

BACKGROUND

• Length of time fulfilling global rewards

• Financial Stability

• Scalability

COMPANY OPERATIONS

• Integration Process

• Hosting

• Business Continuity/Disaster Recovery Plan

• Ability to handle Large Volume Levels – Infrastructure

GLOBAL CLIENT VALIDATION

• Number of clients serviced to date

• Two current client references

• Link to actual viewable global reward website

Question #6: What Is Your Future Roadmap For

Global Rewards?

• Long term needs vs. short term needs– Market Expansion markets– Additional

language/translation needs– Customer Service

• Features/Updates/Modifications– Wish List– Auctions– Gifting– Supplemental Pay

GLOBAL ENHANCEMENT BUSINESS

PLAN

Question #7: How Can You Help Mitigate Risk and Manage the

Complexity of Doing Business in Multiple Countries?

• Currency Conversion

• Legal and Tax Requirements by Country

• Political Instability

• Purchasing Power Parity (PPP)

INTERNATIONALKNOWLEDGE/EXPERIENCE

Question #8: What Global Challenges Should

We Be Aware Of?

• Pricing

• Promotions (sweepstakes)

• Cash Rewards

• Communications

• Efficient/Economical In-Country Support Model

GLOBAL VS. U.S. CHALLENGES

ULTIMATE GLOBAL PARTNER GOAL

SELECT A PARTNER, NOT A VENDOR

CAN FULFILL YOUR SHORT AND LONG TERM GLOBAL NEEDS

HAS SIGNIFICANT GLOBAL EXPERIENCE OFFERS A ROBUST OFFERING OF RELEVANT

REWARDS BY COUNTRY SUPPORTS YOUR COMMUNCATION STRATEGY PROVIDES PROGRAM METRICS AND REPORTING CENTRALLY MANAGES YOUR PROGRAM WHO YOU FEEL COMFORTABLE WITH REPRESENTING

YOUR BRAND

Still Need More Information?

Cheryle Frenzle Loyalty Strategist/Consultant636.827.3995cheryle.frenzle@maritz.com

Mary LuckeyReward Strategy636.827.3940mary.luckey@maritz.com

www.maritzmotivation.com