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GAIN customer insight.

DRIVE sales and profits.

SUCCESS KIT

GET ThE moST oUT of oUr BEST rEWArDSSm ProGrAm

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success kit

welcome!Congratulations on your decision to use the Do it Best® Best RewardsSM Customer Loyalty program.

The Best Rewards program will help you increase customer sales and build loyalty. Industry research indicates that more than 67% of shoppers say rewards programs drive where they shop and have an impact on their spending. Rewards can turn an occasional shopper into a loyal customer, which is a big benefit to your bottom line.

This success kit is designed to help you get the most out of what Best Rewards has to offer and is based on many proven ideas that members have shared with us about their successful Best Rewards programs. As with all Do it Best Corp. programs, Best Rewards is customizable to fit your needs. We are confident that if you follow the recommendations that we’ve outlined, your customer Best Rewards will be a winning program to help retain customers and increase your sales!

contactsFor more information on how the Do it Best® Best Rewards program can benefit your store, or for general program questions, please contact:

REtAIl PROGR Ams DEPARtmENt 260.748.5456 [email protected]

For website support, or to re-order supplies, please contact:

BEst REwARDs mEmBER suPPORt lINE 1.888.266.9669 [email protected]

BEst REwARDs custOmER suPPORt lINE 1.888.266.1799

custOmER wEBsItE www.customerbestrewards.com

APPlIcAtION mAIlING ADDREss Send all applications in an envelope to:

Best Rewards Program Store #_____ TAB Service Co. 310 S. Racine Ave. Chicago, IL 60607-9859

table of contents

ImPlEmENtAtIONDetermining Your Best Rewards Mailing Promotions . . . . . . 3Here’s How Each Promotion Works . . . . . . . . . . . . . . . . . . . . . . 4 Working with Your POS Provider . . . . . . . . . . . . . . . . . . . . . . . . . 7 Barcoding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Training Your Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Registering a New Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Setting Up Reward Redemptions . . . . . . . . . . . . . . . . . . . . . . . . 11 Start-up Administrative Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Promoting Your Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Offering Special Pricing for Best Rewards Customers . . . 14 Do it Best InfoStation: Your Data Source . . . . . . . . . . . . . . . . . .15 Looking on to InfoStation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

BEst PR ActIcEsReviewing Monthly Reward and Annual Rebate Sweep . . . 17 Best Rewards Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

smARt tIPsDouble Points Promotion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Special Considerations for Lumber Purchases . . . . . . . . . . . 22 International Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Co-op Loyalty Card Conversions . . . . . . . . . . . . . . . . . . . . . . . 23 Commonly Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Privacy Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

PROmOtIONAl mAtERIAlsSignage Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

start-up kitYou’ll receive the following when you enroll your store in the customer Best RewardsSM program.

• 1,000 applications with key tags

• 3 months monthly maintenance

• 1 signage kit

* Additional costs apply for continued monthly maintenance, data entry, re-order costs, mailer fees, and extra signage kits. For more information contact the Retail Programs Department at 260.748.5456 or email at [email protected].

determining your best rewardsSm mailing promotionsThe Do it Best® Best RewardsSM customer loyalty program is fully customizable to fit your needs. Since your database contains only customers who shop your store, you can determine what works best for your store:

• The types and number of promotions you want to participate in

• The dollar amounts your customers need to spend before a reward is generated

• The dollar amount you want to award to your customers

The first step in implementing a successful Best Rewards program is to determine which mailing promotions to participate in. Simply review the Promotion & Service Level Selection Sheet, choose the promotions that you’d like to start with, and return to Do it Best Corp. You can always add or delete promotions later.

implementation

“My customers have been coming to our store for years. While they know how much we appreciate them, they feel even more important when they get rewarded for shopping here. It’s a win-win situation.”

Bill Keough Keough’s Paint and Hardware Ridgefield, CT

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implementation

here’s how each promotion works:mONthly REwARD Most of our members choose the basic monthly reward. After a customer spends $250 in your store, they will receive a certificate for $5 off a $5 purchase.

If the customer spends $500 in that same month, they will receive $10 off a $10 purchase. The rewards accumulate incrementally.

With this promotion, the amount your customers spend accumulates each month and rolls into the next month. After the reward is paid out, any remaining balance also rolls into the next month.

• For example, if the customer spends $625 in your store in January, he will receive a $10 reward in the mail ($5 reward for every $250 in sales). The $125 balance rolls into his purchases for February. If he spends another $100 in your store in February, his new balance is $225 which is not high enough to qualify for a reward that month. The total amount of $225 would then roll into March.

yEARly REBAtE Reward your best customers at a higher level! The yearly rebate is an option that is very popular with our hardware-oriented members.

This option is set as a 5% rebate for customers who spend at least $1,000 annually in your store. The 5% is based on their total sales for the year, and there is no maximum amount.

We collect your sales from November 1 through October 31 and the rebates are mailed in early December. This way your best customers receive their reward just in time for holiday shopping!

After this reward is paid out, each customer starts with a clean slate on November 1; there is no balance rolled over. Customers have two months from the date of issue to redeem their yearly rebate.

For example, if a customer spends $1,423 in your store between November 1 and October 31, he will receive 5% of that amount, or $71.15 as a rebate in December.

As with all of our promotions, you have the ability to adjust this promotion also. You may choose to change the sales threshold or the percentage of the rebate.

Many of our lumber and home center members use this promotion but change the rebate to a lower percentage of sales for all customers who spend at least $1,000 in their store.

BIRthDAy mAIlER We all feel special when a friend remembers our birthday. What better way to recognize your best customers than with a birthday greeting!

When you choose this option, as most of our members do, the Best RewardsSM cardholder will be mailed a birthday greeting and reward certificate of your choice.

The birthday mailer is sent only to the applicant and is mailed at the beginning of their birthday month.

Continued on page 6.

Parker Lumber, with 17 stores in Texas, changed the yearly rebate percentage to 2.5%. This way they can still incentify their smaller contractors and walk-in traffic, yet control their overall Best Rewards program cost.

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Ensuring a Successful Implementation with Best RewardsSM

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implementation

mOthER’s DAy AND FAthER’s DAy Honor the fathers and mothers who shop your store with an additional opportunity to save.

The Mother’s Day and Father’s Day mailers are sent to any customer who can be identified as “female” or “male”.

You have several choices on the rewards amount to send. Most members choose $5 off a $25 purchase to any designated male or female who has made a purchase in the store in the past 12 months. With savings like this, it gives your customer a chance to perhaps buy something for themselves.

wE mIss yOu mAIlER When you want to bring those “lost” customers back into your store, this is a promotion that you should strongly consider. Many of our Best RewardsSM members use it, and customers appreciate that you’ve noticed their absence in your store. This is also a great way to remind them about the benefits of being a Best Rewards customer.

• Sent to any customer who has earned a reward in the previous 12 months, but has not made a purchase in your store in the last 90 days

PAINt mAIlER Are you looking for a way to increase your paint sales? Then the paint mailer promotion is the perfect solution for you. The paint mailer is designed to reward your best customers by offering them a dollar amount off their paint purchases.

• Although you have several choices, many members choose $10 off a $40 paint purchase

• It’s offered two times per year

Tip – If you want to change the promotions or services you’ve chosen for Best Rewards, it’s very easy to do. Simply contact the Retail Programs department, and we will make the adjustments for you. We suggest you try your promotion(s) for at least a year to effectively determine its potential and results.

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working with your pos providerIn order to effectively use the Best Rewards program, you’ll need to rely on your point-of-sale data. Currently the Best Rewards program works with these POS providers:

• EPICOR Eagle • EPICOR Falcon • Rock Solid • Advantage • PacSoft • TransAct POS • Paladin • Spruce

If your POS provider is not on this list, please contact us for more information. For many POS providers, we may be able to provide the file formats we need in order to process your transactional data.

Once you’ve signed up for the Best Rewards program, we will contact your POS provider and ask them to schedule a training session with you and your key staff. You should expect to hear from them within one to two weeks after sending in your enrollment form.

your POs training will involve several areas:

• Procedures to set up new Best Rewards customers in your system or change customer information. With most systems, your Best Rewards customers are set up in the same fashion as an internal account. In most cases a flag can be turned off so that your loyalty customers are not included and don’t print out at month’s end when you are running reports.

• Procedures to set up coupon codes to redeem Best Rewards certificates

• Procedures for data transmissions to Do it Best Corp.

Be aware that you may incur additional charges from your POS provider and that training on your POS is not included as part of Best Rewards. For more information on charges, check with your POS vendor.

barcodingscANNING REwARD cOuPONs Barcode scanning for Best Rewards is available with these levels of POS systems :

• Epicor Level 22 with patches 6343 & 6366

• Rock Solid Level 5.12.29

• Spruceware.net Level 8.7.3

• Paladin –8025.1 or 8025.2

• Transact 3.041

Cashiers can scan the barcode of the reward and have it pop up on the screen. No need to manually enter the amounts.

In order to scan and use this feature, please call retail programs with the details below and request the credit SKU file.

Prior to requesting sKu File: • Verify your POS level. Your POS must be at the

specified level or anything higher. If you are not sure, please check with your provider.

• How is the reward taxed at your store? Is the tax calculated on the net or gross sale? Example: If the sale is $50.00 and the customer uses a $10.00 reward, is the tax calculated on the $40.00 net sale or the $50.00 gross sale? Please check with your accountant.

• Does your item file contain any SKUs from 000001 to 004000? Please verify that you do not have any SKUs set up in this range, as they will be overwritten by the Credit SKU Maintenance File.

Once this feature is loaded and utilized, you will be able to run redemption reports for data review.

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implementation

training your employeesYour employees are very important to the success of your loyalty program, especially your cashiers, and you need to engage them whenever possible. It is important that they understand how Best RewardsSM benefits the customers, how it benefits your store, and how it can benefit them.

As you plan the roll-out of your Best Rewards program to your employees you should consider these questions:

• Will I offer incentives to my employees based on the number of customer applications they receive? If so, what are the incentives?

• What should I include in my kick-off meeting and when should it be scheduled?

• Are there special scripts I should have my employees use with customers?

• How will employees identify on the application their referral?

• Where will the applications and supplies be located?

• Who will enter the customer information into POS?

• Is there a goal we want to set for the first XX months/days?

OFFERING EmPlOyEE INcENtIVEs Our successful members tell us that a key to increasing your customer participation is incentifying your employees for the number of applications they take. There are many ways you can do this:

• Offer a dollar amount per application received ($1 per application is most common).

• Offer a gift after the employee has taken a set amount of applications ($20 gift card after the employee has taken 20 applications). This could be an in-store credit, local restaurant, movie theater tickets, etc.

• Create a contest in the store for the highest number of applications taken in a given time period. It’s strongly suggested to use a tiered approach so that more than one employee is rewarded.

• If you have more than one store, start a contest among your stores.

Shauer Hardware of Park Forest, IL, offers a dollar bonus for each customer an employee signs up. The store doesn’t pay it out right away, but instead waits until each employee hits a $20 threshold. This has had a bigger impact on the staff member instead of just receiving a few dollars a week in their paycheck.

The entire staff gets very excited about signing up customers for the Best Rewards program. Employees who don’t work on a check lane or at a point of sale station have come up with some creative ways to get into the money. For example, the window repair person tapes an application to every screen repaired upon completion. He includes his initials on the application so he can take advantage of the incentives as well.

Kibler Lumber, operating several stores in southwest Ohio, tracked the number of applications that came in between November 1 and December 31 and gave away an iPod in each of their participating 3 stores to the cashier that collected the highest number of applications. During the two-month introductory period, they increased their customer card count by 165%!

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thE KIcKOFF mEEtING What better way to educate your staff about the Best RewardsSM program than with a Kickoff Meeting. The goal is to get them excited about the benefits of your new loyalty program and, in turn, communicate it to your customers. Then you’re off to a great start!

supplies you will need for the meeting include:

Samples of the Best Rewards key tags and applications; promotional materials that will be used

Customer benefits letter – find the template on mydoitbest.com

Create a “commonly asked questions” handout to answer customers’ questions properly

Sample scripts for employees to use with the customers

Food!!

Develop your meeting agenda. we’d suggest you cover the following areas:

Engage your employees to think about the loyalty programs (in general) that they are involved in (e.g. their favorite restaurant, the sporting goods store they shop at, the savings card at the grocery, etc.) and share stories of the benefits they’ve received, and how they affect their shopping habits.

Announce the new Do it Best® Best Rewards loyalty program and explain the promotions your store will be participating in

Promote the new incentive and/or contest

Explain the Best Rewards program benefits (customer benefits letter)

Discuss sample scripts – role play

Discuss the importance of asking about the Best Rewards key tag in EVERY transaction

Review the customer application and what fields of information need to be filled out

Review the Best Rewards key tags and instant coupon

Brainstorm on ways that non-cashiers can get involved and sign up customers

Review commonly asked questions

Demonstrate how to enter data in your POS system (as applicable)

Eat!!

Tip – Don’t forget to meet with your staff who are unable to make it to the meeting—especially your part-timers.

sample scripts to use with your customers – At the beginning of the transaction, cashiers should ask these questions:

“Have you heard about our new customer loyalty program, Best Rewards?” If no, “Are you interested in joining? It’s very easy, there is no sign-up fee, and will only take a minute of your time. In fact, if you sign up today, you can use this instant coupon.” If the customer is interested, share the benefits of the program with them.

“Are you signed up for Best Rewards?” If no, “Can I interest you in a discount today for signing up? There is no cost to join, you’ll get rewards and special offers mailed to you and your information is confidential, we don’t share it with anyone.” If the customer is interested, share the benefits of the program with them.

If the customer is not interested in joining the program, politely thank them for considering and continue with the transaction. If the customer has already signed up, it is important that the cashier verify the key tag is from your store. If not, they will need to sign up for a key tag at your store.

After you have described the benefits of the Best Rewards program to your interested customer, it’s time to have them fill out the application.

Be sure a pen is available for their use

Encourage customers to fill out the application onsite

Tip – Our members tell us to avoid asking “Are you interested in ‘opening’ a rewards account?” – This sounds too much like “opening” a credit card account.

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implementation

enrolling a new customer1. customer fills out application

a. Customer should provide their name, address, phone number and email address at a minimum. Capturing the email address is a very important marketing tool. You can create targeted emails to send to your Best RewardsSM customers promoting various sales and special events in your store. Please assure them their email address will only be used for these purposes.

b. After the customer has completed the application, be sure it is complete and legible. c. As soon as you scan or enter in the LC number

(loyalty number), we will begin to track all transactions associated with that number.

Tip – Be sure to let the customer know your store has the ability to look up their account by name or phone number, as some customers prefer not to carry a key tag.

2. Enter the customer application into your POs

a. As outlined in the “Working with Your POS Provider” section, your POS provider will work with you through the needed steps to enter the customer information into your system. b. It is very important you enter the customer

information into your POS system. This is the only way you will be able to match the 10-digit LC number with your customers should they lose or forget their key tag or if you need to pull POS data for any reason.

3. Enter the customer application into Infostation

a. Log into InfoStation and search the LC number: click on the Do it Best Customer Admin tab, enter the LC number (ie:LC0123456789), click Submit.

* if customer is found in search, click on LC number, click Update Profile tab, fill in all required fields, click submit, click exit account at top, choose exit code, and submit.

* if no customer is found to match search, click on Enroll New Customer, fill in all required fields to add customer, click submit. It will then display message “new customer has been enrolled successfully”.

Tip – Recommend alt/tab over to new screen from POS and entering into InfoStation after entering into your POS. Tip – Enter in applications within 5 business days of initial customer signup. Tip – Retain original applications for 3 - 6 months after data entry for reference purposes.

* Important: Applications must be entered into the POS system and InfoStation.

Option to Step 3:

* You may choose to send in the applications to our data provider, Tab Service Company, eliminating step #3 in the enrollment process. If you choose to send the applications there will be a $.23 charge per application and there will be a delay in the customer loading into InfoStation. Address to send in applications if you choose not to enter them in yourself in InfoStation: (step #3)

Best Rewards Program Store# Tab Service Company

310 S. Racine Ave. Chicago, IL 60607-9859

Include date, count, and make sure your store name and number are included in the bundles. Please do not include notes, coupons, or receipts with your customer applications.


setting up reward redemptionsThe rewards your customers receive can only be redeemed at your store through a certificate or discount code. As outlined in the “Working with Your POS Provider” section, your POS provider will instruct you on the proper procedures to set up the certificate or discount code.

here are a few scenarios that you may experience:

• If the customer’s reward is larger than the transaction and change is due to the customer, we suggest you give the customer a cash card or gift card as change in lieu of the cash, when the balance is greater than $5.00. For a balance less than $5.00, we’d recommend your cashier suggest adding a small item from your impulse area at POS, or forfeit the balance.

• There is an expiration date on the certificate. If the certificate has expired, it’s at your discretion whether or not to redeem it. Most members tell us it’s not worth the risk of losing a customer over an expired certificate, and will redeem it even if it’s out of date.

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implementation

promoting your programA key to the success of your Best RewardsSM program is promotion. There are many ways to successfully promote the program within your store:

• In-store signage

• Advertising

• Post purchase

• Special events

IN-stORE sIGNAGE You will receive a sign kit as part of your start-up pack so that you can communicate Best Rewards to your customers. It contains a variety of promotional tools to utilize in high visibility areas throughout your store:

• Window banners

• Endcap snipes

• Shelf danglers

• Employee buttons

• Floor graphics

• Counter mats to use at point of sale

• Application easels to display on your counters

ADVERtIsING PROmOtIONs Along with the Best Rewards mailers you send to your customers, you should also promote your Best Rewards program in your circulars. These are a few options we suggest you utilize:

• Be sure to use the Best Rewards logo throughout your circular

• Consider adding the logo and a “sign up for Best Rewards” copy to the imprint area of your advertisement

• If you are interested in creating direct mail postcards to promote your Best Rewards program, contact your Do it Best Corp. advertising service representative for more information

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EVENts • Create a special event at the entrance of your

store to sign up customers as they walk in

• If you participate in a home show in your local community, promote the Best RewardsSM program and sign up customers at the event

• Use Best Rewards to promote special events or promotions in your store

POst PuRchAsE PROmOtIONs • Use the template provided on

mydoitbest.com to create your own customer handouts or bag stuffers

Scott Kratzer, from Kratzer Hardware in Elizabethville, PA, uses the Best Rewards POP page option to promote his program at the store. He says it is a great way to kick off a new Best Rewards program, and also uses the page about two times per year to encourage new customer sign-ups and to remind existing customers of the program in his store.

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offering special pricing for best rewards customers Most loyalty programs are structured to offer either instant gratification or delayed gratification.

Instant gratification gives the customer a reward immediately. Most grocery stores offer this kind of program, offering a reduced retail for their loyalty cardholders as indicated by shelf stickers.

Delayed gratification is very common with many programs. Customers build points based on spending to receive a deferred gift. Our turnkey program is structured to work this way.

The most successful programs offer both, and you have the option with most POS systems to offer this using tiered pricing. This will allow specific products to scan at a reduced retail for Best RewardSM cardholders.

chEcK wIth yOuR POs PROVIDER tO lEARN mORE ABOut thE PROcEDuREs tO utIlIzE tIERED PRIcING Tiered pricing is a great way to promote the Best Rewards program throughout your store. Select a specific number of items each week or month and reduce the retail for your Best Rewards customers.

Use shelf danglers to promote the Best Rewards savings over regular retail. The key to success is using proper shelf signage to show the Best Rewards value to your customers.

Shelf danglers will arrive with your Best Rewards start-up signage kit. You can order additional

shelf danglers from mydoitbest.com.

Tip – If you are participating in the Do it Best Advertising program, choose items from your

sales packet that you are not currently using in your circular. This will give you additional

purchasing power and discounts on these items to help increase your margins.

best practices

Ambridge Do it Best® Home Center in Ambridge, PA, has an employee that walks the store and chooses an item in every four feet of gondola. She drops the retail on this item for Best Rewards customers only, and places a Best Rewards shelf pricing card below the item. What an impact it makes on their customers as they walk down each aisle and realize they can save money with a Best Rewards card! It gets more customers filling out applications and helps increase sales.

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do it best® infostation: your data sourceThe Best RewardsSM loyalty program delivers an impressive amount of data about your customers’ shopping habits.

One of the benefits of using the Best Rewards program is your ability to access important customer transaction data. The InfoStation is a very valuable tool to assist you with your targeted marketing efforts.

• Review your customers shopping habits

• What they are buying

• When they are buying it

• See purchase information driven down to SKU levels

• Pull mailing lists to send targeted information to your customers

• Plus much more!

There is a return on your investment in the program by using the data to make better business decisions.

To get this data, you can log on to mydoitbest.com, then under Online Tools, click on Customer Rewards. This will take you to the InfoStation log on page.

Increase your sales with Best RewardsSM

Every year, Scott Sullivan of Town & Country in Bryan, OH, downloads a mailing list of his entire Best Rewards customer base. He mails a postcard and invites these customers to their “Customer Appreciation Night.” They hold this event during off hours and offer a special discount to their invited customers. It has become one of the biggest days of the year for the store.

Jim Higgins, at Tuscola Hardware in Tuscola, IL, uses his Best Rewards customer list to mail out circulars and other ADpak components. Jim says this frequently brings his out of town customers back into his store. If an item in the ad has to be special ordered, it’s policy for their Best Rewards customers to receive the item at employee pricing, or 10% over cost. Tuscola Hardware is located in a town of 4,500 and, amazingly, the store has almost 3,000 cardholders!

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logging on to infostationInfoStation is your access to rewards reporting, customer administration, and program updates. InfoStation uses Entrust IdentityGuard security software to ensure your customer’s personal data is secure. To access InfoStation, you will need the mobile App or PC version of Entrust.

AccEssING INFOstAtION Is A multI-stEP PROcEss:

step One Download the Entrust IdentityGuard App

step two Shortly after signing up for the program you will receive a welcome email with InfoStation instructions and Entrust Application set up. Click on the link and follow the steps, this will get you set up with a user name///password/// token.

step three Contact Inte Q member service line at 888.266.9669. They will walk you through the site, and help you answer any questions on the reports, updating a customer profile, and even adjusting points.

step Four Once the monthly reports are available you will receive an email letting you know you can make your edits, if you have further questions on the process, call member service line for help.

step Five Check out reporting, and see how well your customers are enjoying the benefits of the program!

best practices

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reviewing monthly reward and annual rebate sweep

When the reports become available for the month you will click on the Reward Adjustment button and you will be taken to the screen below.

*If rewards have not posted yet this screen will not show any customer details.

The report posted date will show until the sweep is completed and closed for the month.

• Total No. of Rewards issued – The number of people who are receiving rewards.

• Total Dollars swept – The total dollars spent to get customers to the sweep.

• Total Reward Amount – The dollar value of rewards being issued. (This will update as Reward Amounts are edited).

*You will receive an email notification when reports are available.

Clicking on the Edit Button will allow you to change the customers Reward amount.

The Search Rewards Box will allow you to add extra filters to your search criteria to limit the results of what is shown at a time.

Sweep Range - The range of dollars that customer swept at (the Sweep Deduction column).


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Reward Range – The range of rewards being sent out (Reward Amount)

Clicking on Edit will turn the Reward Amount column into an editable field where you can change the final reward amount the customer will receive.

To review customer’s transactions you can click on View Transactions and it will provide a pop up window showing the transactions that qualified for the sweep.

best practices

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You will see the customer’s transactions and can expand the view further to see more details on the items they purchased.

When you edit the amount of the customer reward – the Total Reward Amount will also be updated.


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best rewardsSm reportingData is key. There are several reports you can run and capture important data from.

ANNuAl REBAtE IssuANcE REPORt This reports allows members to pull a list of customers who were issued an Annual Rebate. Members have the option to select the Annual Rebate Year and/or search for a specific LC number within the annual year selected.

*BAD ADDREss REPORt All records are cleansed when entered in the database, this will give the listing of the customers and the reason why they have not been selected for a mailing, due to their address needing to be clarified.

The only criteria to search on is the store you wish to view.

A USPS required Cass Score is given to the addresses for accuracy to mail. Any scores below 95 are included in the mailings; anything over 95 appears in this report, and a mailer will not be generated. Please contact your customer for correct address.

Note: To correct bad addresses, navigate to Admin Services, enter LC#, click on LC#, click update profile tab, update demographics and submit.

BAsKEt ItEms REPORt This report will show all the items purchased by customers. You can select a time frame for your search, or click Null to select all date ranges. (This will take more time for the report to complete). You can also see how items are selling by members versus non-member transactions. There are multiple ways to drill down this report to a specific customer if needed.

Department information and item descriptions are only available for Do it Best Skus.

BAsKEt summARy REPORt This report will give an overview of the transactions made by members versus non-Best Rewards customers. You can pull on a specific date range, or click Null, which will pull all the data in the database.

BIRthDAy REPORt This report will show which customers have a birthday in any given month. Even filter customers by the minimum spend needed to be included in the report

cARDhOlDER PER stORE REPORt This report gives you the name of the store, the total number of customers who are enrolled in Best Rewards, and how many joined this year.

custOmER ActIVIty By cAtEGORy REPORt (BEtA) This reports allows members to generate a list of their top customers who purchase from a specific department and selecting from the department’s categories/subcategories. This report will assist members to determine who are their top customers shopping from the selected departments/categories and their frequency. The number of visits shown for each customer is specific to the selected start and end period and only buying in the department/category selected.

custOmER DEtAIl REPORt This report gives full details of all customers that have been collected. This can be set as a mail file pull, or just a full customer listing.

The boxes that are not drop downs are Wild Card, if you want specific text you can fill it in to help filter results.

Choosing true makes this a list that’s ready to be used as a mail pull.

Choosing false gives all the details collected on the customer (including email addresses).

This is the best report to use for your customer’s email address. After you choose false, and view the report, download it to Excel.

custOmER REDEmPtION summARy REPORt This report allows members to see who is redeeming the different coupons from the different campaigns the store participates in. Members have the functionality of searching by Reward Type or specific LC number. The report is listed in order of LC number to easily spot those customer who have coupons from different campaigns (example: John Doe redeems a monthly and birthday coupon during the same month), the transactions date of when the coupon was redeemed, the reward type (monthly, birthday etc…), the coupon offer, redemption date and total sales after coupon redemption.

custOmER ROllING BAlANcE REPORt This report will let you see all the customers who are earning points towards their reward, but have not qualified yet. It will let you see the balance that they roll over from each sweep, and how many months it has been since they last received a reward.

custOmER sAlEs REPORt This report lets you see customers who have spent at minimum of $1 in your store in any given time frame. You can adjust the minimum spend amount to any dollar value.

The output will give you the customer mailing information in addition to their total spend.

best practices

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*custOmER summARy REPORt This report will compare the selected store to all the other stores with the same store type such as hardware, lumber, or home. There are two columns: one for the store selected and one for the totals/averages for all the other stores with the same store type. This will include the customer active counts, customer inactive counts, average transaction for last month, and average transaction for last year. This report tells members how their store compares to other Do it Best stores.

The report helps gauge store performance in the Best Rewards membership, sales, and average transactions for the last year.

The parameters required to run the report are: • Select Store

DuPlIcAtE custOmER REPORt This report will give you a way to visually see if a customer has duplicate accounts set up with different LC#’s. Matches for duplicates are checked on both name and address as identifiers for the duplicate.

Note: Duplicate customers can have their LC#s combined in Info Station under Admin Services/Member Functions/Combine Customers.

FIRst cARD usAGE REPORt This report uses the calendar for Start and End date to see customers who enrolled in the program, and a Net purchase amount for their first purchase. Just select your store type or select all.

FR AuD REPORt This report shows all transactions for a customer whose Loyalty key tag has been swiped more than 3 times in any given day. It can help identify if a cashier is using a personal key tag to gain extra rewards, instead of giving customers the chance to enroll in the program. The calendar allows you to search a time frame.

lOyAlty tR ANsActION DAshBOARD This shows how well the Best Rewards program is performing for the store in a selected range.

The parameters required to run the report are: • Store# • Start and End Dates

lOyAlty tR ANsActION PERcENtAGE This is similar to the report above (Loyalty Transaction Dashboard) except that it does not allow you to search by a selected date range.

The parameters required to run the report are: • Store# • Start and End Dates

mEmBER ADJustmENt REPORt This report shows all manual adjustments made in any given calendar period. You can see who made the adjustment, and reason they noted on the adjustment page.

*mIssING ENROllmENt REPORt Customer LC#’s and transaction files are sent over on a weekly basis. This report shows any customer who has had transactions, but their enrollment form has not been received and processed for over 30 days.

mONthly REwARDs REPORt This report shows the detail of customers who received a monthly reward including their contact information and the amount of the reward issued.

Note: To add missing enrollment, navigate to Admin Services, enter LC#, click LC#, click update profile tab, add demographics and submit.

PRODuct tA xONOmy sEARch REPORt This report helps stores see which customers purchased certain taxonomy products in their store so they can reach out to those customers again for either specials or repeat purchase. Taxonomy is a dept./category/subcategory selection. The report will list out who purchased the item from the dept./category/subcategory, when, and how much.

The parameters required to run the report are: • Start and End Date • Store# • Department • Category (optional) • Subcategory (optional)

summARy cOuPON By ANNuAl REBAtE REPORt This report allows members to see the monthly coupons redeemed for each of the different reward amounts issued by their store(s). The report will show the redemption rate for each of the coupon offers, the net sales after coupon redemptions and the average discount per redemption.

summARy cOuPON REPORt By EVENt This report works similar to the Summary Coupon Report by Event except that it’s for Annual Rebate redemptions.

tOP custOmER REPORt This report will generate a list of the top spending customers. You will choose how many of the top spending customers you wish to populate into the report.

The report will include customer details for mailing, birthday, and email address, as well as the exact amount spent.

Tip – Reports can be exported to Excel for sorting, saving, and easy review.* Reports recommended to run on a monthly basis.


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double points promotionIf you want to pick a specific day, week or month to offer double points to your customers, simply notify us ahead of time. This promotion counts total day sales, so it isn’t available by category or item.

special considerations for lumber purchasesLumber store retailers need to consider their large house accounts and how they want to manage them with the Best RewardsSM program. Many lumber and home center members have chosen to offer the Best Rewards only to their cash or small account customers. The results have been very positive. Most members have positioned this to their bigger customers by telling them they are already receiving a reduced retail which is much greater than what the reward program offers.

Another special issue with lumber operations is how to use the annual rebate. Some are using the annual rebate to help incentify their cash customers and their smaller contractors. In many cases, they’re very careful not to offer a 5% rebate but change it to a 2% or 3% rebate. As always, check your monthly reports to take a final look at rebates before they’re mailed to see if you need to make any necessary adjustments.

international membersIf you are an international member and considering the Best Rewards program, we will work with you as you get started to be sure the program will work in your market.

A very common concern with our international members using the program is, “What is the best method to mail the reward?”

• In order for the rewards mailers to be printed correctly, make sure that entries on the customer application for address, city, state, and zip are filled out properly. Not all countries use city, state and zip, so we may need to make adjustments.

• In some cases, members will receive rewards directly shipped from our third party data manager so they don’t go through the U.S. Postal Service

• Be aware of extreme duty charges when ordering supplies and remind us to place a low value for duty on your re-orders

smart tips

Tulip Conner at Gemmens in Michigan offers double points at special events such as their anniversary or Annual Garden Center Re-Opening. They promote the event in all advertisements which may include newspaper ad, radio, web site, and e-blast. They also have bag stuffers at the registers. This type of promotion is growing for them as their customers become more aware of how their Best Rewards card works. They typically couple this promotion with other Best Rewards events.

In May they placed all their Rewards card members’ names in a huge jar and every hour for 2 days they gave gift certificates to a name drawn from the jar.

In September for their anniversary celebration they let all Best Rewards cardholders draw for free points. Cardholders had the opportunity to win between 50 and 1,000 free points and this event allowed everyone to be a winner.

Both of these events gave them the opportunity to promote the Best Rewards program and explain how double points work. Each time was more successful than the last!

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co-op loyalty conversionsIf you are currently participating in another co-op’s loyalty program, we have developed a seamless way for you to convert your customer data over to the Best Rewards program.

Before we discuss the conversion, be aware that there are several important benefits in the Do it Best Corp. loyalty program that your previous program didn’t offer.

• The customer data we are collecting is your data, based on your store sales only. It does not include data from any other Do it Best® stores participating in the program. As you become more familiar with our program, you will have the ability to download data for direct mailing purposes.

• You have control over the promotions you choose (as noted in Section 1, “Determining your Best Rewards mailing promotions”).

The first decision you will have to make is whether to issue new key tags to your existing loyalty customers, or simply convert the data without issuing key-tags and look them up by name or phone number.

there are pros and cons associated with each option:

cONVERtING custOmER DAtA wIthOut IssuING KEy tAGs tO ExIstING custOmERs

ProsMost affordable option – no expense to create and mail new key tags.

Convenient for customers – many customers don’t want to carry another key tag, and appreciate the convenience of look-up by phone number.

consCustomer is not carrying your “mini billboard” and the name change may not be top-of-mind for him.

Your customer may try to use your previous loyalty key tag at one of your competitors (still associated with the other co-op) nearby.

cONVERtING custOmER DAtA AND mAIlING NEw KEy tAG tO ExIstING custOmERs

Pros

Customer is carrying a “mini billboard” of your store.

This method gives you another vehicle to explain the change you are making to your customer.

cons

There is a cost associated with creating and mailing key tags to existing loyalty database.

Once you’ve made this decision, we will work with you to convert the data and help you create the reports you will need to send us electronically.

Next, you will need to decide the date that you’d like to convert to the Best Rewards program. On that day, we will download the new loyalty numbers (LC numbers), replacing your existing loyalty numbers. From that time forward, the key tags from your previous co-op will no longer work.

You will receive start-up supplies from us, including customer applications and key tags for new customers and a sign kit.

For more information on converting your loyalty program to Best Rewards, contact the Retail Programs department.

Tip – There may be a fee from your POS provider to convert your loyalty database.

Administer your Best RewardsSM Program

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commonly asked questionswhAt IF A custOmER lOsEs A KEy tAG AND wOulD lIKE A REPlAcEmENt? If a customer loses their key tag you can begin to look them up by name or phone number.

If they would like a replacement key tag, you will need to change the LC number in your POS system and perform the combine customers function in InfoStation. For assistance contact the member support line at 1.888.266.9669.

whEN A custOmER sIGNs uP, wIll thAt tR ANsActION BE APPlIED tO thEIR REwARDs? As soon as the key tag is scanned or entered into your POS system, we begin to accumulate all transaction data associated with that key tag number.

Once the application is entered into Info Station, the information is electronically matched to the transaction data via the LC number.

hOw cAN A custOmER chEcK thEIR POINts BAlANcE? If a customer inquires about their points balance, they can check the consumer website at customerbestrewards.com or call the customer support line at 1.888.266.1799.

hOw DO I REORDER KEy tAGs AND APPlIcAtIONs? Contact the Best RewardsSM Member Support line at 1.888.266.9669 or fill out the online form and email to [email protected]

Privacy Policy

Because we understand that your customers are concerned about privacy of their data, we have a policy in place that will ensure personal information captured for the Best Rewards program is handled in a safe, professional, and confidential manner.

The customer information retrieved through the sales transaction process will only be available to Do it Best Corp. personnel, Inte Q and their support systems, and you the member store. We will not sell names or addresses to anyone.

smart tips

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overviewADmINIstR AtIVE mONthly chEcKlIst:

Check that all applications have been entered into info station and entered into your POS. If you choose to send in applications after they have been entered into your POS, please send to:

tab service company 310 s. Racine Ave. chicago, Il 60607-9859

Review Monthly Sweep Rewards (email notification from [email protected])

Run Bad Address Report and review

Run Missing Enrollment Report

Plan ahead for application/key tag re-orders (takes approximately 2-3 weeks)

promotional materials

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signage kitAll the tools you’ll need to successfully promote and draw customers to join your store’s Best RewardsSM program.

sIGNAGE KIt INcluDEs:

• 100 Danglers (50 EA.)

• 6 Endcap Squares (2 EA.)

• 6 Snipes (2 EA.)

• 4 Counter Mats (2 EA.)

• 2 Window Clings

• 50 Circle Cards

• 10 Buttons

• 3 Literature Holders

• 1 Floor Graphic

* The first signage kit is included enrollment. For additional kits go to mydoitbest.com/Programs & Services/Customer Loyalty Best Rewards/Sign Kit Order Form or contact the Retail Programs Department at 260.748.5456 or email at [email protected].

promotional materials

Danglers

window clingFloor Graphic

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circle card

signage kit

snipes

Endcap square

counter mat

Button

literature holder

April, 2014

PhIloSoPhyServing others as we would like to be served

mISSIonMaking the best even better®

GoAlHelping our members grow

P.O. Box 868 Fort Wayne, IN 46801-0868 260.748.5300 mydoitbest.com

join the program. gain customer insight. drive sales and ...solanosdoitbest.com/library/images/dib...

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