Presentation created to prepare the sales force for the launch of the Premium Customer Program in Brazil.

1. INTRO TO
RELATIONSHIP MARKETING
MODULE 01
B A S I C C O N C E P T S
A N D T H E P R E M I U M
C U S T O M E R P R O G R A M

2. A great innovation is coming!
And so you can enjoy this new phase with
everything it has to affer, we have prepared
a Special Series of 4 training modules.
In this first module, learn more about the
new business strategy and how
Relationship Marketing can help you
grow even more!
OF THE
HERBALIFE BUSINESS
WELCOME TO THE
F U T U R E

3. In April 2019, we will get the Premium
Customer Program, which has already
been implemented with great sucess in
the United States!
IS COMING...
S T R AT E G Y
B U S I N E S S
A
N E W

4. This program comes to change the game
and boost business in Brazil, but the key
to success is in our hands: the engagement
of all Independent Distributors!
IS COMING...
S T R AT E G Y
B U S I N E S S
A
N E W

5. To do this, we will strengthen one of the
essential pillars of network marketing:
the Relationship Marketing or simply,
customer relationship strategies.
IS COMING...
S T R AT E G Y
B U S I N E S S
A
N E W

6. “ S E G M E N T A T I O N ” ?
WHAT IS Group your target audience according to their
characteristics, needs and preferences, with the aim
of enhancing your communication, marketing and,
mainly, sales strategies.

7. New business platform focused on
customers who are passionate about
products and want to buy at a discount!
Improved shopping experience,
developed exclusively for
customers!
More assertive communication,
resulting in increased sales and
loyalty!
BENEFITS OF THE PROGRAM FOR THE CUSTOMERS

8. Increase in Sales and Recruiting
Expansion of our reach and our brand
to new markets
Real advantages and a brand new
customer experience
Products delivered directly to the
customer
It is easy to become a Distributor, if the
customer wants to join!
OF THE PREMIUM
CUSTOMER PROGRAM
B E N E FITS
A N D I T G E N E R A T E S . . .
R O Y A L T I E S ! ! !

9. Customers who want to purchase at
a discount can register through
MyHerbalife as a
“Premium Customer” and get
access to several benefits!
This way, we will be able to
establish stronger and more
profitable relationships with our
current customers, in addition to
attracting new customers!
H O W D O E S I T W O R K ?
Let's find out how
Relationship Marketing
can support this
innovation!

10. THE BEST ADVERTISING IS MADE BY
P H I L I P K O T L E R
“S A T I S F I E D C U S T O M E R S
“

11. The fundamental strategy to
ensure customer satisfaction is
to invest efforts in
R E L A T I O N S H I P
M A R K E T I N G !
Relationship marketing strategies are great
allies in increasing credibility, building
customer trust and, consequently,
increasing sales.

12. RELATIONSHIP MARKETING ESSENTIALS:
Communication and
mutual respect
Earn customer trust
Generate credibility
for our business
TRUST AND
CREDIBILITY
Quality, brand and price
are less relevant in the
purchasing decision
Main differentiator:
consumer experience
with service!
EXCEPTIONAL
SERVICE
Recognize differences
Communicate what is
important to each
person
Focus on the shopping
experience
TARGETING
DIFFERENT
PROFILES Unforgettable
experience at all
points of customer
contact with the
brand
Treat each
customer as
unique!
SHOPPING
EXPERIENCE

13. Nothing influences more than a friend's recommendation
M A R K Z U C K E R B E R G
F A C E B O O K F O U N D E R & C E O
“P E O P L E I N F L U E N C E P E O P L E
“

14. of consumers
Claim to have stopped
purchasing from a brand due to a
bad customer service
experience.1
87%
of consumers
Feel compelled to buy a new
product when they discover it
through word of mouth
recommendations.3
77%
of consumers
consider service as a
decisive factor when choosing a
product or service.1
92%
Trillions of dollars
word of mouth is responsible for 6
trillion dollars in consumption
every year around the world.4
6
of consumers
Trust in online reviews
and recommendations.2
68%
of consumers
Share good experiences
with brands.5
58%
R E L AT I O N S H I P I S T H E R E A L D E A L !
1. Fonte: Estudo CX Trends 2017 realizado por Pesquisa Neoassist, 2017. 2. Fonte: Nielsen Global Survey of Trust in Advertising, 2013. 3. Fonte: Nielsen Global Survey of New
Product Purchase Sentiment, 2012. 4. Fonte: Womma, Return on Word of Mouth Research, 2014. 5. Fonte: Pesquisa SDL (LSE: SDL) – Social Media Habits, 2013.
$ $ $ $ $ $ $ $

15. Newsletters and marketing emails
Social Media as a service channel
Customer Service focused on the best customer
experience
Complete training for Sales Force
Agility in responding to customers
Apply the Satisfaction Survey when service is
completed
Promote unique experiences for customers,
through marketing communication adapted and
personalized for each profile
When it comes to Relationship Marketing,
some practices are common and successful:
WHAT DO SUCCESSFUL
COMPANIES HAVE
IN COMMON?

16. Quick and
simple sign up
Access to progressive
discount:
14% up to 99PV
23% 100PVs to 499PVs
34% 500+ PVs
Convertion to
Distributor
Carries the PVs
earned as customer
Direct delivery to
end customer via
Herbalife
N E W E X P E R I E N C E S F O R O U R C U S TO M E R S

17. THIS IS THE STRATEGY THAT CAN STRENGHTEN OUR
R E L A T I O N S H I P W I T H C U S T O M E R S !
New customer experience system: exclusive
profile on MyHerbalife.com
New sign up option: a complete program tailored
for the customer, with excluisve benefits, promotions,
points and advantages.
New communication journey:
the customer will receive
communications and content
directly from Herbalife, at the
right times to optimize the
chances of purchasing!

18. Brazil: 3rd in Ranking
of most time spent online1
62% of the population
is connected to social
media1
Women are the majority
Of Brazilian users on Facebook and Instagram1
77% of Brazilians
are influenced by digital marketing
on social media2
66.39 MILLION
digital consumers in
Brazil3
This is the best time to become a digital influencer and
attract new customers on social media!
Fontes: 1. https://www.techtudo.com.br/noticias/2018/02/10-fatos-sobre-o-uso-de-redes-sociais-no-brasil-que-voce-precisa-
saber.ghtml 2. https://www.terra.com.br/noticias/dino/77-dos-brasileiros-sao-influenciados-pelo-marketing-digital-nas-redes-
sociais-segundo-pesquisa,a2fb6d01ba0dad4d0c94c560a83f788f0vt0lm5f.html 3. https://marketingsemgravata.com.br/dados-
da-internet-no-brasil-em-2018/
USE SOCIAL MEDIA TO
BOOST THE SUCCESS OF THE RELATIONSHIP
MARKETING STRATEGY!

19. of consumers
make purchase decisions
based on social media.1
74%
of consumers
Who buy a product, say
they did not plan the
purchase.3
41%
of consumers
elected digital influencers as
the second souce of
information for making purchase
decisions.2
49%
of female
social media users, say that their
purchasing decisions are influenced by
digital influencers.3
44%
of consumers
claim to follow at least
one digital influencer.2
76%
of consumers
claim to search feedbacks
and reviews about a
brand on social media.4
43%
B E C O M E A D I G I TA L I N F L U E N C E R
1. Fonte: Pesquisa Sprout Social. 2. Fonte: Pesquisa QualiBest, 2018. 3. Fonte: Wesite How Social Media Influences Purchase Decisions – Statistics and Trends,
https://www.invespcro.com/blog/social-media-influences-purchase-decisions/ acesso em 30/11/2018. 4. Fonte: EXAME.

20. T H I S I S A S T R AT E G Y T H AT S U P P O RT S
H E R B A L I F E ' S P R I N C I P L E S A N D VA L U E S
Customer is impacted
by more efficient and
assertive
communication
The Independent
Distributor provides
exceptional service
focused on creating an
unforgettable experience
for the client
The customer is
satisfied, buys again
and recommends
their Distributor and
Herbalife products
to friends and family!
MORE PEOPLE IMPACTED BY OUR PURPOSE OF
CONTRIBUTING TO A HEALTHIER, HAPPIER WORLD,
WITH INSPIRING RESULTS!

21. (1956 – 2000) Founder and First Herbalife Distributor
CUSTOMER RELATIONSHIP:
A VISION INHERITED FROM OUR FOUNDER!
“
“
M A R K H U G H E S
We have a mission here at Herbalife, which is
make a better world for all the people who live in it.
Provide good nutrition to the world. This is our mission.
And let me tell you what we're going to do with this
company called Herbalife. We will take this company
customer by customer, Distributor by Distributor
and we will take Herbalife around the world. That's
what we're going to do.

22. GET READY!
APRIL/2019
A UNIQUE GROWTH
OPPORTUNITY
FOR OUR BUSINESS
IN BRAZIL IS COMING!

23. THIS IS THE BEST TIME TO BE A PART OF HERBALIFE!
T H E R E I S M O R E TO C O M E . . .
Until the launch date of the Premium Customer program, we will release new
training to help you build your Relationship Marketing strategies:
MODULE 02
How to identify customer
profiles and create personas