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Loyaltybenchmark Scandinavia

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Loyaltybenchmark Scandinavia WE HELP YOU CREATE STRONGER RELATIONSHIPS WITH YOUR CUSTOMERS CONTENTS Our philosophy .......................................................4 Our value chain .......................................................6 Our focus is on your customers ...............................10 Our services .........................................................12 The digital journey .................................................16 e-Boks .................................................................17 Our relations and dialogue agency .............................18 From gut feelings to data-driven marketing ..............20 The strongest currency in the world: Loyalty .............22 Did you know .......................................................24 Benchmark Loyalty Scandinavia ..............................26 Our customers ......................................................30 CASES BAUHAUS ...........................................................32 Thomas Cook Airlines ............................................34 SOS Children’s Villages ..........................................38 Filmstaden ...........................................................40 Nordic Choice Hotels .............................................42 CONTENTS Cervera ................................................................46 The telecom company, 3 ........................................50 OUR PHILOSOPHY 4 OUR PHILOSOPHY Communication requires better InterMail is a full-service communication firm working with digital and paper-based market communication. synergy between the digital and We have more than 40 years’ experience of data-driven the paper-based worlds. We see relationship marketing. We handle analysis, strategy and concept, loyalty solutions, marketing automation, output a huge potential in combining management, and the production of individualised cam- print media with data about the paign materials, packing and distribution – from the concept phase until the moment when the final product customers. This is actually our arrives in the customer’s physical or digital mailbox. entire DNA. Together with the relations and dialogue agency, IM Loyal, we create cohesion in your communication and our ambition is to be the best at utilising data and combining analyses, strategy, tactics and creative concepts, while providing advice on choice of media and channels. We use data to map the customer journey in order to communicate the right message to the right target group at the right time in the channel selected by the custom- er. This is how we make market communication personal and relevant. As a customer, you can jump on board wherever it suits you. Our goal is to ensure that you always get a quality product, wherever in the process you happen to be. OUR PHILOSOPHY OUR PHILOSOPHY 5 OUR VALUE CHAIN STRATEGY AND ANALYSIS CONCEPT DEVELOPMENT OUTPUT MANAGEMENT EVALUATION Preliminary analysis, Creative strategy, Offline: Online: Clarification of effort, data collection, design & DTP, Printing, enveloping, Marketing automation, measuring of effect, dimensioning, segmentation, plastic film wrapping, CRM systems, adjustment and strategy media advice distribution e-Boks/Kivra evaluation With competencies in the areas of analysis, data collection, strategy and creative concepts, as well as professional execution of complex physical and digital messages, InterMail is ready to conquer the European market. With InterMail’s value chain we support the needs of our Concept development customers – from strategy and concept development to We work analytically on data, customer insights and strategy execution – whether physically or digitally. and devise creative concepts which support the customer journey and your customers’ touchpoints. Many companies run into major challenges when integrating and analysing the data they have collected. The amount of Output management available information companies have about their custom- We help you map the customer journey and build your ers, their purchasing patterns and preferences is increasing marketing automation solution, so you achieve effective at a rapid pace. Many companies have begun to collect data and future-proof market communication. We can build both about their customers, but very few know how to handle single campaigns and highly specialised flows. Via our this data an to use them in their business development. output management systems, we make sure that, in the final analysis, your communication reaches customers in all Strategy and analysis relevant channels – both offline and online. We often find that creating a qualified basis for genuine customer dialogue requires some level of analytical Evaluation work, so we map out the need, conduct analyses, make ROI calculations and customer value have become crucial conclusions and prioritise, all of which contributes to an criteria when it comes to our customers making decisions enrichment of your customer dialogue. about how to make use of their marketing budgets. We constantly evaluate our efforts and measure the effect and, in consultation with our customers, we see to any necessary adjustments. 6 OUR VALUE CHAIN Our customers have the option of choosing us as their supplier of one or more elements in the value chain. OUR VALUE CHAIN 7 “ONLY WITH HAPPY AND SKILLED EMPLOYEES WE CAN DEAL WITH THE CHALLENGES OF THE FUTURE” ANDERS ERTMANN, CEO, INTERMAIL A/S At InterMail, we view diversity as an invaluable asset. When different people with versatile competencies work together, we gain more perspectives on the tasks and thereby more opportunities to come up with the optimal solutions and the best ideas. 8 OUR VALUE CHAIN OUR VALUE CHAIN 9 OUR FOCUS IS ON YOUR CUSTOMERS Data has become the new currency, and it is both traded customer. However, our many years of experience in and swapped in order to optimise businesses and generate creating relevant content does not mean that we look additional sales. However, data is worthless if you have blindly at data. We understand that the recipients of not decided in advance what you want to use the data for your communication are human. and the insights you want to gain. Because, even though data and the right analyses form the basis for customised On the basis of you and your company, we conduct and targeted communication in the right channels, relevant analyses, acquire knowledge about your target group, messages do not create themselves. market and competitors in order to customise your communication and create relevance. We know that this At InterMail we use data to map the customer journey in creates a strong and loyal relationship between you and order to communicate the right message to the right target your customers. group at the right time in the channel selected by your 10 OUR FOCUS IS ON YOUR CUSTOMERS campaign secure management pdf social app media paper-based e-mail ERP communication customer secure club packaging track & trace web geo- location customer archive service checkout SMS terminals webshop CRM ERP We collect data on your customers from all channels and disseminate your communication to customers via all channels as well. OUR FOCUS IS ON YOUR CUSTOMERS 11 OUR SERVICES 12 OUR SERVICES We work with some of the largest and most groundbreaking DM, relationship and loyalty programmes in the Nordic region, and each year we communicate with more than 100 million consumers across various communication channels. We have a huge range of business areas, enabling us to help you with whatever you need. We specialise in providing individual, customised solutions, so you can choose to have us help you in certain parts of your organi sation or use us as a total provider across your value chain. LOYALTY SYSTEMS / RELATIONS AND ADMINISTRATIVE MARKETING FULFILMENT DIALOGUE AGENCY COMMUNICATION AUTOMATION OFFLINE / ONLINE OFFLINE / ONLINE OUTPUT OUTPUT concepts for campaigns, or we can assist in the design of a RELATIONS AND DIALOGUE AGENCY new visual identity. At our agency, IM Loyal, the buzzword is data-driven communication. We combine analyses, strategy, tactics Segmentation, selection of market segment and media and creative concepts and also provide advice on choice procurement of media and channels. Everything is always based on It is our job to ensure that your company gains optimum making your communication a success, so as to create value attention. On the basis of data and knowledge about you for both you and your customers. and your customers, we offer advice on segmentation, selection of market segments and media procurement. We Strategy, analysis and dimensioning like to execute on the platforms which are relevant to you Through strategic, tactical advice, we can create a valuable and the customer journey. relationship with your customers together. To ensure that you achieve credible customer dialogue, we operate with a LOYALTY SYSTEMS number of tools and analyses to guarantee that your orga- nisation is well equipped for the development. The more you know about your customers, the better you can communicate with them Creative concepts, finished artwork and text Our loyalty programmes will provide you with an overall We know how important the visual and communicative view of your customer database and help you target your expression is for a value-creating customer dialogue. efforts towards your most attractive customers and leads. Therefore, in order to support your customer journey and the In addition to segmenting and analysing your database, customers’ touchpoints we customise the communication
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