AN OVERVIEWQ2 2012              Proprietary and Confidential
OUR MISSION:TO CHANGE THE WAY PEOPLESOLVE BUSINESS CHALLENGES                                    Our clients come to      ...
OUR DEFINITIONOF MARKETING    Mar ket ing    /mahr-ki-ting/, noun.    The science of identifying and anticipating customer...
SPARKS GROVE +NORTH HIGHLAND:FROM INSIGHTTO IMPACTSparks Grove is the marketing division of                           Loca...
A MARKETINGTEAM ABLE TOADDRESS ANYCHALLENGEWe intentionally attract and select people withdiverse talents and experiences....
Application ArchitectsENABLED BY                                                      Art DirectorsDIVERSE                ...
$63MM                                                                   Projected 5 year return of new divisional business...
SELECT CLIENTS                  INDUSTRY EXPERTISE                                               American Red Cross       ...
OUR            METHODOLOGYOur clients come to us with questions, opportunities or problems.We then use our skills, experie...
American Institute of Graphic Arts (AIGA):                                                            SEED Award for Web D...
WE’RE FULLYCAPABLETo satisfy the complex needs of our clients webring Research, Strategy, Technology andCreative all under...
OUR SERVICESBy combining agency innovation and creativitywith a consultancy focus on businessresults, Sparks Grove deliver...
Customer                                                    + Customer Experience AuditsResearch & Insight                ...
Marketing                                                  + Channel Migration Planning& Channel Strategy                 ...
Marketing                                             + Brand Positioning & ArchitectureCommunications                    ...
Digital                                                 + Internet & Intranet StrategySolutions                           ...
Marketing                                             + Complex Campaign and Program ImplementationOperations & Execution ...
THANK YOUSparks Grove offers business leaders an accountable,sole-source partner for the ongoing resolution ofcomplex mark...
SELECTWORKEXAMPLES
AT&TBUSINESS SERVICESAT&T Business Services engaged Sparks Grove to helpthem enter the social media space. Through Current...
THECOCA-COLA COMPANYCoca-Cola engaged Sparks Grove to create a brandposition and brand mark for a new joint venturedesigne...
DELTA AIR LINESSparks Grove was named Delta Air LinesBusiness-to-Business (B2B) agency ofrecord in 2011, and charged with ...
DUNKIN’ DONUTSDunkin’ Donuts reached out to us for afresh look at their customer loyaltyand rewards programs. We developed...
NISSANNissan North America came toSparks Grove looking to design anenhanced digital shoppingexperience for preferredcustom...
PGiPGi charged Sparks Grove with creating their 2013-and-beyond future state customer experience, so we setout on a multi-...
SPARK ENERGYWhen Spark Energy expanded intonewly deregulated electricitymarkets throughout the UnitedStates, Sparks Grove ...
TOP 5 U.S. BANKA Top 5 U.S. Bank discovered that over two dozenintranets across multiple platforms were being used byits e...
FORADDITIONALINFORMATIONPlease contact:Rob SherrellVice PresidentSparks Grove404.961.9670rob.sherrell@sparksgrove.com3333 ...
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Capabilities

  1. 1. AN OVERVIEWQ2 2012 Proprietary and Confidential
  2. 2. OUR MISSION:TO CHANGE THE WAY PEOPLESOLVE BUSINESS CHALLENGES Our clients come to us with questions, opportunities or problems. We use business insights, marketing skills, applied experience and proven processes to deliver answers and recommendations. About Sparks Grove page 2
  3. 3. OUR DEFINITIONOF MARKETING Mar ket ing /mahr-ki-ting/, noun. The science of identifying and anticipating customer needs – and the art of satisfying them. About Sparks Grove page 3
  4. 4. SPARKS GROVE +NORTH HIGHLAND:FROM INSIGHTTO IMPACTSparks Grove is the marketing division of Locations North Highland Service AreasNorth Highland, a global consulting firm 21 U.S. officeswith offices in 49 cities across the U.S., Operations 17 countriesEurope, and Asia-Pacific. Information Technology Headquarters Atlanta, Georgia Finance & AccountingCombining the scale, results-oriented focus,and consulting expertise of North Highland Strategy Professionalswith Sparks Grove’s unique perspective on 900+ in U.S. Customer Experience &solving marketing problems enables end-to- 2,200+ Worldwide Engagementend client support; from solution design tosolution delivery. Private company, Human Capital employee owned Execution About Sparks Grove page 4
  5. 5. A MARKETINGTEAM ABLE TOADDRESS ANYCHALLENGEWe intentionally attract and select people withdiverse talents and experiences. We then unite ourteam around shared values and a passion for solvingcomplex business problems. This passion extends toall that we do – personally, professionally and in thecommunities in which we live. About Sparks Grove page 5
  6. 6. Application ArchitectsENABLED BY Art DirectorsDIVERSE + Brand StrategistsEXPERTISE Business Analysts Channel StrategistsEach engagement team is comprised of individuals with the Communications Strategistsright combination of skills and experience to solve theunique challenge at hand. We’re all united by shared Copywritersvalues and passion for complex problem solving. Designers Developers Digital Strategists Marketing Planners Production Engineers Researchers User Experience Architects page 6
  7. 7. $63MM Projected 5 year return of new divisional business and + marketing strategy for leading CPG clientOUR DIFFERENCE 700% Annual customer acquisition increase for national energy + client post Sparks Grove agency assignmentIS OURPERSPECTIVE 99.96% Percentage of stakeholders with positive response to new + compensation program developed for U.S. publishing clientWe measure success by the results we deliver. Ourunending focus is on producing tangible business value One + Patent filed for based on marketing technology deliverablefor our clients. Everything else – from ideas to strategy to concepted, designed and developed for Fortune 10 clientcreative execution - is the means to that end. We findthis to be an uncommon perspective among othermarketing service providers. And we relish the 34%difference. Reduction in customer churn post customer experience + improvements for global telecommunications firm Fourth + To First – ranking change in annual survey of global airline client post Sparks Grove agency assignment 549% + Increase in year-over-year website traffic post new product marketing campaign for U.S. quick-serve restaurant page 7
  8. 8. SELECT CLIENTS INDUSTRY EXPERTISE American Red Cross Automotive Arby’s Restaurant Group Consumer ProductsPROVEN AT&T Bank of America Distribution EducationEXPERIENCE Cox Communications Delta Air Lines Energy Financial Services Dunkin’ Donuts GovernmentWe’ve been fortunate enough to partner with Equifax Food Servicea wide variety of leading organizations – Georgia Power Healthcareacross multiple channels, media and Genworth Financial Hotel & Hospitalityplatforms. The Home Depot Leisure InterContinental Hotels Group Media & EntertainmentThe one constant that ties each relationship Lowe’s Companies Non-Profittogether is our mutual passion for fresh and McKesson Pharmaceuticalengaging solutions that challenge Nissan USA Professional Servicesconventional thinking and achieve Scholastic Retailbreakthrough results. SunTrust Banks Technology Turner Broadcasting System Telecommunications Wells Fargo Travel Business-to-Business (B2B) Business-to-Consumer (B2C) Business-to-Employee (B2E) Business-to-Executive (B2X) page 8
  9. 9. OUR METHODOLOGYOur clients come to us with questions, opportunities or problems.We then use our skills, experience and proven processes todeliver answers and recommendations. The tools we employ mayvary, but our method remains the same. START WITH THE ASK TOUGH QUESTIONS TO DEVELOP INSIGHT-BASED CREATE MEANINGFUL CUSTOMER GET THE RIGHT ANSWERS STRATEGIES EXPERIENCES Identify and anticipate Understand the Design a solid foundational Re-design the relevant+ + + + customer needs barriers to - and engagement strategy based aspects of the customer opportunities for - on the intersection of experience customer engagement customer needs and (product, sales, service, comm business objectives unication) to deliver impactful business results About Sparks Grove page 9
  10. 10. American Institute of Graphic Arts (AIGA): SEED Award for Web Design American Marketing Association: AMY Award for Online Advertising + CMA (Creative Media Awards): Branded Content/Product Placement RECOGNITION Emmy Nomination for Best Use of Commercial Advertising (Personal Computers Category)Our work has been validated with honors from Internal Advertising Business Communications (IABC)multiple organizations including the American Golden Flame Award: Best Digital DesignAdvertising Federation (AAF), the AmericanMarketing Association (AMA), the International MIXX Bronze: Brand Awareness/PositioningAssociation of Business Communicators (IABC), and OMMA (Online Media, Marketing & Advertising):the American Institute of Graphic Arts (AIGA), among Best of Showmany others.We are especially proud that North Highland currently Printing & Imaging Association of Georgia (PIAG):ranks #3 on Consulting Magazine’s Best Firms to Award of ExcellenceWork For list – our 5th consecutive year in the top Silver ADDY Award: Digital Marketingfour. Silver Quill Award Southeast Regional: Award of Merit, Marketing Strategy SNCR (Society for New Communication Research): Corporate Division/Online Video Category Webby Award: Viral Video page 10
  11. 11. WE’RE FULLYCAPABLETo satisfy the complex needs of our clients webring Research, Strategy, Technology andCreative all under one roof. We use many tools,depending on the challenge at hand. All areinformed by customer insights and lead tocreative, results-oriented solutions. page 11
  12. 12. OUR SERVICESBy combining agency innovation and creativitywith a consultancy focus on businessresults, Sparks Grove delivers a full spectrum ofintegrated marketing solutions.CUSTOMER MARKETING & MARKETING DIGITAL MARKETINGRESEARCH CHANNEL STRATEGY COMMUNICATIONS SOLUTIONS OPERATIONS AND& INSIGHT EXECUTION+ Customer Experience Audits + Channel Migration Planning + Brand Positioning & + Internet & Intranet Strategy + Campaign and Program Architecture Implementation+ Customer Personas + Customer Experience + Mobile Application Design &+ Ethnography Strategy + Concepting & Ideation Development + Marketing Analytics+ Focus Groups + Data Visualization + Employee Engagement + Online Advertising + Marketing Systems + Future State Visioning & + Marketing Campaign + Social Media Marketing Implementation+ Surveys Visualization Planning + Organizational Design + Website & Email Design + Marketing Plan Development + Naming & Identity Design + Process Improvement About Sparks Grove page 12
  13. 13. Customer + Customer Experience AuditsResearch & Insight + Evaluation of customer & company sales, service, product or communication interactionsYour customers have the answers to + Customer Personasmost marketing questions. The development of customer portraits that include deep description of key needs and motivationsWe specialize in extracting and interpreting data todevelop those answers. Our consultative approachcombines analytics with strategy. + Ethnography Data collection through field studies including participant observation and/or in-depth contextual• We dont employ researchers. We are business interviews strategists who understand research.• We dont deliver survey results. We uncover actionable insights. + Focus Groups• We dont use research for the sake of it. We use Guided discussion with targeted participants to inform research as a tool for solving business problems. marketing activities and/or strategy + Surveys Investigation of experience, opinions and possibilities via questioning page 13
  14. 14. Marketing + Channel Migration Planning& Channel Strategy + Developing approaches, strategies, plans and measures to fulfill customer needs via preferred, new, or beneficial interaction pointsThe future belongs to those who seewhat’s possible. + Customer Experience Strategy Improving business performance by optimizing the interactions between a company and its customersBold marketing solutions anticipate worlds thatdont exist - yet. We start with helping our clientsclarify growth opportunities, anticipate new + Data Visualizationtechnologies and trends, project changing Graphically communicating complex information tocustomer needs, and head off competitive users; simultaneously clarifying and contextualizingthreats.Then together, we envision, plan, and executecustomer experiences that solve these business + Future State Visioning & Visualizationchallenges. Identifying, then bringing to life through words and imagery, a world where customer experience solutions are generating marketing success for our clients + Marketing Plan Development Aligning sales opportunity, strategies, resources, tactics and timing against product/service, customer and competitive dynamics page 14
  15. 15. Marketing + Brand Positioning & ArchitectureCommunications + Determining and aligning the essence who you are or wish to be with the rationale, emotional and experiential needs of your desired customersSuccessful brands are defined fromthe inside out. + Campaign Planning & Implementation Development, delivery, management and execution of integrated marketing efforts to achieve pre-determinedThe relationship between a company and its objectivescustomers is a conversation. How a companypresents itself is the essence of its brand. Wehelp our clients better use their brands toreach, teach, and engage customers through + Conceptingelegant design and compelling messaging. Building creative ideas and hypothesis that could achieve objectives or yield solutions + Employee Engagement Driving business results by increasing the commitment, efficiency and effectiveness of employees + Naming & Identity Design Producing elegant and evocative visual reflections of a company, entity, product or service page 15
  16. 16. Digital + Internet & Intranet StrategySolutions + Determining and designing the optimal digital approach to satisfy internal or external customer needsWin customers by engaging on theirlevel. + Mobile Application Design & Development Developing user-centric mobile solutions that integrate and enable access, content and contextDigital solutions create meaningful interactions.Customers use digital technology to take controlof the relationships they have with the productsand services they buy. Its where "useful" is the + Online Advertisingnew cool. Determining and delivering digital contact strategies, concepts, campaigns and tacticsWe are always looking for new ways to help ourclients overcome challenges by creatingmeaningful customer experiences through digitalinteraction. + Social Media Marketing Driving business objectives through participation and engagement + Website & Email Design Architecting, concepting and creating in the digital medium page 16
  17. 17. Marketing + Complex Campaign and Program ImplementationOperations & Execution + Leveraging deep knowledge of rigorous program management methodologies to launch and manage multi- channel marketing campaignsResults require a foundation ofdelivery excellence. + Marketing Analytics Optimizing ROI and exposing opportunities via thorough measurement, management, and analysis of performanceA successful marketing strategy is only as good metricsas its execution. We combine complex projectand program management expertise, technicalsavvy, analytical aptitude and transformational + Marketing System Implementation (MRM, Campaignchange management experience to help our Management)clients turn vision into reality. Applying technical expertise to meet evolving business needs + Organizational Design Aligning structures and roles to effectively meet business goals and enhance collective efforts + Process Improvement Optimizing business processes to better meet objectives through holistic factor analysis and root cause determination page 17
  18. 18. THANK YOUSparks Grove offers business leaders an accountable,sole-source partner for the ongoing resolution ofcomplex marketing challenges.We appreciate the opportunity to present our capabilitiesto you and welcome further conversations about how wemay be able to help you achieve your objectives. page 18
  19. 19. SELECTWORKEXAMPLES
  20. 20. AT&TBUSINESS SERVICESAT&T Business Services engaged Sparks Grove to helpthem enter the social media space. Through CurrentState Analysis, Design, Development andOptimization, Sparks Grove developed aunique, customized blog experience. Utilizing out-of-thebox technology to make efforts easily updatable, andincorporating an extensive content and editorialstrategy, results have surpassed all internal projections. About Sparks Grove page 20
  21. 21. THECOCA-COLA COMPANYCoca-Cola engaged Sparks Grove to create a brandposition and brand mark for a new joint venturedesigned to serve B2B clients – Coca-Cola Supply. About Sparks Grove page 21
  22. 22. DELTA AIR LINESSparks Grove was named Delta Air LinesBusiness-to-Business (B2B) agency ofrecord in 2011, and charged with refocusingDelta’s existing consumer advertising totarget corporate clients, travel agents, smallbusiness owners and meeting planners. About Sparks Grove page 22
  23. 23. DUNKIN’ DONUTSDunkin’ Donuts reached out to us for afresh look at their customer loyaltyand rewards programs. We developeda unified strategy that fit perfectlywithin the Dunkin’ Donuts brandcharacter. About Sparks Grove page 23
  24. 24. NISSANNissan North America came toSparks Grove looking to design anenhanced digital shoppingexperience for preferredcustomers, employees andsuppliers. About Sparks Grove page 24
  25. 25. PGiPGi charged Sparks Grove with creating their 2013-and-beyond future state customer experience, so we setout on a multi-stage effort including customerresearch, luminary interviews, personadevelopment, ideation and future state visioning. Theculmination of these efforts was a comprehensive“customer experience playbook” – the ideal, yet realisticview of what the PGi customer experience can andshould be in 2013. About Sparks Grove page 25
  26. 26. SPARK ENERGYWhen Spark Energy expanded intonewly deregulated electricitymarkets throughout the UnitedStates, Sparks Grove was chargedwith quickly establishing strongbrand awareness. About Sparks Grove page 26
  27. 27. TOP 5 U.S. BANKA Top 5 U.S. Bank discovered that over two dozenintranets across multiple platforms were being used byits employees and engaged Sparks Grove to create avision for better organizing and streamlining their data.After conducting a thorough research project involvingover 200 employee interviews and personadevelopment, we created a future state intranetframework. This framework consolidated all intranetsinto one customizable dashboard with a contemporarydesign that brought the portal to life. About Sparks Grove page 27
  28. 28. FORADDITIONALINFORMATIONPlease contact:Rob SherrellVice PresidentSparks Grove404.961.9670rob.sherrell@sparksgrove.com3333 Peachtree Road NE, Suite 800Atlanta, GA 30305USAsparksgrove.comlinkedin.com /companies/sparks-grove

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