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Eight Questions to Ask Your Global Rewards Provider

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In order to ensure your global rewards provider has the insight and expertise in providing award fulfillment and delivery, as well as in designing and implementing programs of these types, this presentation will provide 8 strategic questions you should ask your global rewards provider.

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Eight Questions to Ask Your Global Rewards Provider

  1. 1. 8 QUESTIONSYOU SHOULD ASK BEFORE YOU SELECT AGLOBAL REWARD PROVIDER
  2. 2. 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
  3. 3. We Also Heard Challenges and/orPoints 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
  4. 4. Question #1: What Countries Do You Support? (Include Languages Available By Country) • International Presence GLOBALPENETRATION • Communication/Language of Choice – Translation
  5. 5. 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 minutes Details >> 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 Recommended Location: 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 Services As 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!
  6. 6. Question #2:Describe Your Global Rewards Collection and How You Ensure “Cultural Relevance” • Total number of rewards by country DEPTH/BREADTH OF COLLECTION • Number of reward categories BY COUNTRY • Vouchers (Gift Certificates) • Merchandise • Travel • Experiential • Charities • Frequency of Reward Collection Updates • International Mega Brands and Regional Brands
  7. 7. Question #3: Describe Your Fulfillment and Customer Service Model (Include Your Reward Return Policy) FULFILLMENT CUSTOMER PROCESSES SERVICE• Order Process • Phone• Inventory Management • Email• Shipping Guarantees • Languages• Manufacturer’s Warranties • Hours • Reward Returns • Service Level Agreements
  8. 8. Question #4: How Can We Be Assured that Brand Image/Standards are Maintained? • Website AppearanceBRANDING • Communications • Reward Collection • Customer Experience
  9. 9. Question #5: Describe Your Company’s Experience andTenure in the Global Reward Fulfillment Industry COMPANY COMPANY GLOBAL CLIENT BACKGROUND OPERATIONS VALIDATION • Length of time fulfilling • Integration Process • Number of clients global rewards serviced to date • Hosting • Financial Stability • Two current client • Business references • Scalability Continuity/Disaster Recovery Plan • Link to actual viewable global reward website • Ability to handle Large Volume Levels – Infrastructure
  10. 10. Question #6: What Is Your Future Roadmap For Global Rewards? • Long term needs vs. short term needsGLOBAL ENHANCEMENT BUSINESS – Market Expansion markets PLAN – Additional language/translation needs – Customer Service • Features/Updates/Modifications – Wish List – Auctions – Gifting – Supplemental Pay
  11. 11. Question #7: How Can You Help Mitigate Risk and Manage theComplexity of Doing Business in Multiple Countries? INTERNATIONAL • Currency Conversion KNOWLEDGE/ EXPERIENCE • Legal and Tax Requirements by Country • Political Instability • Purchasing Power Parity (PPP)
  12. 12. Question #8: What Global Challenges Should We Be Aware Of? • PricingGLOBAL VS. U.S. CHALLENGES • Promotions (sweepstakes) • Cash Rewards • Communications • Efficient/Economical In-Country Support Model
  13. 13. 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
  14. 14. Still Need More Information? Cheryle Frenzle Loyalty Strategist/Consultant 636.827.3995 cheryle.frenzle@maritz.com Mary Luckey Reward Strategy 636.827.3940 mary.luckey@maritz.com www.maritzmotivation.com

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