Investor Day 2012: Europe, Middle East & Africa
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Investor Day 2012: Europe, Middle East & Africa

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Investor Day 2012: Europe, Middle East & Africa

Investor Day 2012: Europe, Middle East & Africa

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Investor Day 2012: Europe, Middle East & Africa Investor Day 2012: Europe, Middle East & Africa Presentation Transcript

  • REGION OVERVIEWEMEADavid JohnstonPresident & CEO EMEA
  • TOUGH MACRO ENVIRONMENT IN EUROPE GDP Growth Bond Prices Consumer Confidence 1.2 8 0 United Kingdom 1.0 7 -5 0.8 6 0.6 -10 0.4 5 -15 0.2% % % 4 0.0 Q3 Q4 2010 Q1 Q2 Q3 Q4 2011 Q1 Q2 Q3 Q4 2012 Q1 Q2 -20-0.2 3-0.4 -25 2-0.6 1 -30-0.8 United Kingdom Italy Spain United Kingdom Italy Spain-1.0 0 Q3 Q4 2010 Q2 Q3 Q4 2011 Q2 Q3 Q4 2012 Q2 -35 Q3 Q4 2010 Q2 Q3 Q4 2011 Q2 Q3 Q4 2012 Q2
  • LOYALTY CURRENCIES AND CUSTOMER ANALYTICSREMAIN RESILIENT Jun Jun JunNectar UK partners YTD vs YAGO YTD vs YAGO YTD vs YAGOusing points aggressively Bonus Points Bonus Points Bonus Points + 44% Jun + 9% Jun + 84% JunNectar Italy - billings Q2 YTD 2012growth despite recession +9%ISS Jun YTD UK Self Serve Internationalthriving in a growth industry Gross billings clients relationships + 18% 110 to 122 3 to 4
  • HELPING OUR CLIENTS BUILD STRONGER CUSTOMERRELATIONSHIPS
  • IMPROVING FINANCIAL PERFORMANCE Gross Billings AEBITDA Growth AEBITDA Margin % YoY% Growth AE Margin % 7.4% 120% 21.5% 19.4% 5.2% 15.4% 13.0% 55.9% 12.3% 3.8% 3.9% 5.1% 2010 2011 H1 2012 -19% 2011 Q2 Q3 Q4 2012 Q2 2011 Q12011 Q22011 Q32011 Q42012 Q12012 Q2 2010 2011 H1 2011 H1 2012 AEBITDA YoY% Growth YOY% Growth Q1 Q1 Adjusted for the impact of the VAT ruling, changes in the breakage rate, Italy launch costs and restructuring costs GB growth, AE% calculated in GBP; AE growth measured in Can$
  • DELIVERING ON OUR STRATEGIC PLAN STRENGTHEN DRIVE BUILD CUSTOMER RELATIONSHIPS INNOVATION MARGINS Renewals Mobile • VAT mitigated • Sainsbury’s • Nectar, Sainsbury’s & BP • Homebase mobile apps • Improving • HSBC • Location-based offers leverage Expanding coalition Analytics • Strengthened partners • Enhanced Self Serve modules commercials • British Gas • Share of Wallet • Original Marines • Loyalty Self Serve • Unicredit CRM • Campaign Execution Tool • Offer engine
  • MOMENTUM FROM STRATEGY THROUGH TOEXECUTION UK MEA OTHER COALITION LOYALTY LOYALTY ANALYTICS PROPRIETARY LOYALTY
  • NECTARJan-Pieter LipsMD Nectar
  • GROWTH DRIVERS OF THE NECTAR BUSINESS MONETISE INCREASE DRIVE GROW MEMBERS NECTAR’S VALUE FOR THE MEMBER THROUGH FOOTPRINT PARTNERS BASE INNOVATION
  • LOYALTY PAYS100% PARTNER RENEWAL IN THE LAST 18 MONTHS 11
  • SAINSBURY’S RENEWAL IN PARTICULAR SETS NECTARUP FOR A PROFITABLE AND SUSTAINABLE FUTURE • Nectar at the core of Sainsbury’s marketing JUSTIN KING • Joint Business Plan to drive value for both parties CEO Sainsbury’s“We have signed a new • Contract renewal with improved termslong-term contract with Nectar to ensure we retain this source of • Extended 7 year termcustomer insight - a keycompetitive advantage” 12
  • BRITISH GAS LAUNCH HAS EXCEEDEDEXPECTATIONS AND DRIVEN GREAT RESULTS “Our partnership with Nectar is delivering some great results. CUSTOMER 55% of the customers INCREASE INCREASE that have joined us as a result of Nectar fall within +2m +5 our highest value category and nearly two million of our Nectar-collectors now self-serve, incentivised by points. Brand perceptions have also benefited.” WILL ORR, On-line account Net Promotor Score Marketing and insight director 13
  • ANNOUNCING OUR NEWEST PARTNER … • Most visited retail website in the UK • 17m unique monthly visitors • Retail sales and peer to peer • ‘Elephant’: top-5 partner 14
  • DRIVING VALUE FOR PARTNERS THROUGHCONNECTING THE DOTS BUSINESS CHALLENGE ANALYSIS RESULTS• Homebase wanted to • First ever view of share of understand the ‘headroom’ wallet across customer potential to grow customers’ segments spend • Targeted DM campaign to• This would enable more those with highest growth effective retention and opportunity spend stretch strategies • New headroom segmentation for more effective targeting and use of promotional spend • Non-top customers with significant headroom behaving like top customers 15
  • WE’VE HAD A MAJOR FOCUS ON INNOVATION OFMEMBER INTERACTION 16
  • AND WE’RE TESTING A DEALS PROPOSITION TOFURTHER MONETISE OUR MEMBER BASE 17
  • WE’RE MOVING WELL BEYOND THE TRADITIONAL‘TRANSACTION’ MOMENT INTO ‘INTERACTIONS’ POST- AWARENESS PURCHASE Interactions PURCHASE RESEARCH PRE- PURCHASE 18
  • NECTARS MOMENTUM IS CLEARLY VISIBLE INOUR METRICS 18.5m 83% 20.7% 4m 15.5m 75% 16.1% 2.2m 19
  • GROWTH DRIVERS OF THE NECTAR BUSINESS MONETISE INCREASE DRIVE GROW MEMBERS NECTAR’S VALUE FOR THE MEMBER THROUGH FOOTPRINT PARTNERS BASE INNOVATION 20
  • 21
  • ISSNEW BUSINESS with Sainsbury’sPeter GleasonPresident ISS
  • SHOPPER MARKETING IS A KEY STRATEGY FORDRIVING SALES • Shopper marketing is about understanding how target consumers behave as shoppers throughout the total purchase journey • ISS services currently provide the core of shopper marketing understanding and execution • The growth of shopper marketing as a whole continues at a fast pace
  • ISS IS WELL POSITIONED TO CAPITALISE ON SHOPPERMARKETING GROWTH
  • OUR INSIGHT OFFERING AND TARGETED MEDIACHANNELS ARE GROWING STRONGLYOur insight tools and capabilities utilise customer Targeted media channels utilise customer data collecteddata collected via loyalty cards to deeply understand via loyalty cards to deliver relevant,customer purchasing behaviour timely offers to shoppers on a one to one basisEXAMPLES INCLUDE:- EXAMPLES INCLUDE:-SELF SERVE INSIGHTS CONSULTANCY COUPON AT TILL DIRECT MAIL MOBILEThe speed and flexibility of our primary insight tool, The targeted nature of these comms enables theSelf Serve, is widely recognised in the market place. evaluation of campaign ROI – we know who was issuedThis is complemented by a growth in our offering of with offers and we can accurately track redemption ratesinsight advisory and consultancy services Used intelligently, targeted comms facilitate the building of highly valued relationships between retailer and customer
  • NON-TARGETED MEDIA INCLUDES OVER 20 CHANNELS IN STORENon targeted channelsare more of a masscommunication vehicleand customer data isnot currently used AROUND THE STOREin deploymentTraditional channelsinclude: AT HOME
  • THE NEXT GENERATION OF ISS IS UPON US• We are creating a new business in the UK with Sainsbury’s that will accelerate the overall growth of ISS• This new business is a natural development for our relationship with Sainsbury’s• The partnership opens up lots of exciting new opportunities including – New store targeted media channels – A streamlined buy in process for CPGs – Closer alignment with Sainsburys strategic plan• Long term revenue and profit growth is significantly enhanced by this new partnership
  • COMBINING TARGETED AND NON-TARGETED MEDIAPRESENTS REAL GROWTH OPPORTUNITIES Market research Media evaluation SHOPPER BEHAVIOUR RESPONSE DRIVERS EVALUATION ACTIVATION SHOPPER LOGISITICS SEGMENTATION SHOPPER TARGETING ACTIVATION STRATEGIES PROGRAMME COMMS CHANNELS Shopper targeted Store targeted
  • AIMIA, SAINSBURY’S, CPGs AND SHOPPERS ALLBENEFIT AS A RESULT OF THIS NEW PARTNERSHIP Stronger relationship Stronger relationship Unique Faster, with Sainsbury’s and & communications opportunity more relevant supply of wider range with customers; to drive ROI via environment of services whilst capitalise on market integrated campaigns retaining IP growth opportunity
  • WE HAVE GROWN OUR INTERNATIONAL PRESENCEAND CONTINUE TO BUILD OUR GLOBAL BUSINESS• ‘Store of the future’ • Customer Self Serve • Coles Express • Fully launched• Category planning • Embedded Self Serve • Offer Engine • Over 185 Sobeys into Category • Strategic consulting users Management • 12 CPG suppliers • Review of already signed up commercialisation opportunities
  • REGION OVERVIEWEMEADavid JohnstonPresident & CEO EMEA20 Sept 2012
  • NECTAR ITALIA DELIVERING RESULTS IN A TOUGHENVIRONMENTITALY JUN 2012 DELIVERY FOR PARTNERS • Highest spontaneous awareness in marketGDP growth (0.7)% • Newly acquired customers driving 1-3% Y1 sales growthBond Yield 5.8 %Unemployment 10.8 % DELIVERY FOR MEMBERS • Engagement – 12 cards swiped every second • Customer Satisfaction 8.2/10 • Over €50m of rewards distributed to members
  • MIDDLE EAST SUCCESSFUL PROGRAMME RELAUNCH AIR MILES MIDDLE EAST 2012 Q2 Change YoY Points issuance (millions) 13.7% Gross Billings +AED 24m
  • PROPRIETARY FOCUSED ON LOYALTY - EUROPE
  • PROPRIETARY FOCUSED ON LOYALTY - MIDDLE EAST Saudi Arabia’s largest Leisure & Hospitality Loyalty Program Qatar’s largest Telecom Loyalty Program
  • MOMENTUM FROM STRATEGY THROUGH TOEXECUTION UK MEA OTHER COALITION LOYALTY LOYALTY ANALYTICS PROPRIETARY LOYALTY
  • THANK YOU