SHORTLIST 17 THe SHORTLIST Through to the final round of the 2013 Loyalty awards eMEA The second annual Loyalty Awards celebrating excellence, innovation and best practice in the Loyalty industry in Europe, the Middle East and Africa will be held on Tuesday, June 11, 2013 in the Great Room at the Grosvenor House Hotel on prime Sponsor: London’s Park Lane. A record number of more than 200 entries have been shortlisted for The Loyalty Awards from more than 20 countries confirming expectations 2013 diamond Sponsor: that this event, attended by more than 600 loyalty professionals in 2012, will be the highlight of the Loyalty & Customer Retention industry’s networking calendar in 2013. The following is a full listing of the finalists shortlisted by category (the main country of operation is also shown where it is not UK or global): Shortlist Contents Best USe Of CRM p18 Best Of the yeaR: Celebrating innovative loyalty Best CustomeR SeRvICe p19 Food p26 Best LOyalty Industry InnOvation p20 nOn-Food p27 Be there to applaud the winners | Book your table now for The Loyalty Awards EMEA 2013 | Gala black tie dinner and ceremony in The Great Room | Grosvenor House Hotel | Park Lane | Best CORpORaTe SociaL ReSpOnsibility p21 fMCG p28 London | June 11, 2013 Best B2B loyalty progRaMMe p22 TRaveL & enTertaInMenT p29 Table booking form at www.theloyaltyawards.com or see page 37 Best USe Of Technology p23 fInanciaL SeRvICeS p30 Best USe Of CommunICationS p24 Mobile p31 Prime Sponsor Best USe Of SociaL MedIa p25 Best CaRd-BaSed p32 Diamond Sponsor Best COUpOn OR VoucheR p33 Best USe Of CustomeR anaLytics p34 Best MaRketing CaMpaIgn Of the yeaR p35 Best NEW LOyalty ProgRaMMe p36 Category Sponsors INDUSTRy peRSOnaLITy p37 Table BookIng Form p37 18 SHORTLIST SHORTLIST 19 Best Use of CRM in a LoyaLty enviRonMent shortlist Best CUstoMeR seRviCe in a LoyaLty PRogRaMMe shortlist air Miles espana asda and LaSer Uk diners Club flora pro.activ nationwide Building air Miles espana avios aXa-ppp daisy Turkcell Greece Spain Society Spain Turkey Asda Money Credit Card Managing rewards Cholesterol lowering Selecting the best The Travel Club Effect Picking Points Avios UK Contact Centre Leading the way to better Why customer loyalty is Gencaver programmes in difficult times programme health blooming for Daisy The launch of a new Strategic The UK’s first supermarket “Shop&Win” was launched The programme used Nectar Upgrading 500,000 unlimited cashback credit to reward cardholders and customer data to create a Nationwide customers to Marketing Plan was aimed at “Picking points” is an The Avios Customer Contact In the UK private medical Daisy a leading specialist Gencaver is the customer card, the Asda Money Credit leverage merchant sales CRM programme which the new Select card was increasing both value for users alternative delivery option Centre supports customers insurance market, customer UK telecoms company service element in Turkcell’s Card offered customers volume without jeopardising increased awareness of the their largest migration and profitability for sponsor for merchandise rewards in the Avios UK programme loyalty is under severe strain, has used Rapide’s Rant & youth loyalty programme. real value in the form of a the programme’s P&L. Taking cholesterol testing program ever. Product cross holding companies, including Repsol that gives the customer (previously Airmiles). with many policyholders Rave, a real-time customer Turkcell want young people straightforward card with into consideration a market in in Sainsbury’s and promoted segmentation, a great (energy), Eroski (retail), Banco freedom and makes rewards During 2012 the Contact leaving the market. In feedback solution that uses to feel that the company generous and inclusive recession, austerity measures, Flora’s pro.activ products card offer and excellent Sabadell (banking) and the easier to achieve. Customers Centre played a key role in 2012 AXA-PPP launched a sophisticated text analysis understands them and rewards. Customer insight decreased disposable income with the aim of increasing communications made the airline Iberia. The supporting get 400 point bonus and supporting the launch and loyalty programme through technology to dramatically provides tailor made was used to develop an and consumers reluctance sales and average spend per job go seamlessly. Now they metrics demonstrated better customer service. The growth of the Avios brand reinventing their customer increase customer solutions. Young people have engaging product with to use credit cards, the customer. Results included are reaping the rewards, that the Travel Club Effect programme results in higher and in maintaining high service; transforming an satisfaction, motivate a friend at Turkcell who they outstanding acquisition and “Shop&Win” programme has increases in share of wallet, with spending up very campaign achieved both redemptions, increased levels of customer service in a insurance service into employees, rectify customer can reach via SMS, chat and ongoing spend results and been a great success. incremental revenue and substantially and dormancy these objectives. customer satisfaction and period of transition. a health service – from issues instantly and increase social media. increased customer loyalty. repeat purchase rates. rates slashed. lower costs. diagnosis, treatment, its revenue by more than rehabilitation, through to £750,000 per annum. air Miles Middle east Boots dulux decorator L’Occitane SUBWay supporting policyholders UAE Centres Russia when healthy. A rewarding 2013 on Air Miles Boots and Clinique deliver CRM Mailing Solution New CRM strategy and The SUBCARD 2012 Loyalty campaign long term loyalty platforms programme Life is hard enough when Leveraging Boots The Nectar Business CRM L’Occitane has invested in SUBWAY used the SUBCARD returning from summer Advantage Card data and Mailing Solution was designed new Comarch IT tools in order points-based card loyalty vacation. So, Air Miles Middle communication channels and to provide a cost-effective to refine its CRM strategy programme to deliver East decided to create a Clinique’s expert customer channel for Dulux Decorator resulting in replacement a positive 3:1 Return on campaign that would make service at their in-store Centres to manage the of mass marketing by Investment, an additional ‘post holiday blues’ spending beauty counters enabled customer journey for both personalised and event- £6.6 million in sales revenue that little bit easier. They the development of a highly Nectar and non-Nectar triggered communications and enough foot long Sub encouraged their members targeted, customer-centric customers. The highly targeted for existing customers and an sandwiches to stretch from that spending upfront could CRM programme which direct mailings resulted enhanced welcome approach London to Newcastle – all in save a lot more down the line, generated long term value in excellent engagement for new customers designed to less than 12 months. by offering an exciting, truly for both parties and a great amongst all customers driving build long-term relationships. special rewards. customer experience. significant redemptions and incremental spend. Sponsor: ✃ WE THINK YOU MIGHT LIKE... 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NO ARTWORK BELOW LINE (NON-CROPPED IMAGES) Where no country is shown against the name of the entry, the programme is global or open to residents of several countries Where no country is shown against the name of the entry, the programme is global or open to residents of several countries 20 SHORTLIST SHORTLIST 21 Best LoyaLty indUstRy innovation Best CorpoRate soCiaL ResPonsiBiLity initiative Linked to LoyaLty allianz Beintoo etihad airways Monsoon and Ikano Orange aXa-ppp COOp Italy My School/My village/ plus Austria Italy My planet Netherlands South Africa Allianz Bonus Klub Mobile Loyalty Platform Etihad Guest members enjoy The UK’s first branded Fun Finder: the new loyalty spending miles anywhere, fashion retailer loyalty app programme powered by Last Leading the way to better CSR Save the Planet Doing good is good business Long term loyalty anytime Second Tickets In order to improve customer When creating their Mobile Etihad Guest introduced In September 2012 Ikano UK mobile operator Orange AXA PPP healthcare has The programme utilised The MySchool/MyVillage/ The Dutch supermarket chain loyalty the Allianz Elementar Loyalty Platform, Beintoo LoyLogic’s PointsPay solution launched the UK’s first white decided that it needed broadened and enhanced short term instant trading MyPlanet programme focusses on four marketing Versicherungs AG (Wien) had no idea of the impact it during 2012 as a way for their labelled fully branded fashion to revisit its successful its CSR activity into a card programmes to reach is both a multi-partner objectives: more discounts, implemented with Arvato an would have. App developers members to redeem Etihad loyalty app for Monsoon Orange Wednesdays loyalty comprehensive strategy out to new customers and loyalty programme and a more service, more local online-based, closed bonus can embed the programme Guest Miles at more than 30 for multiple smartphone programme to broaden the which is based on four pillars: develop long-term customer CSR initiative that helps and more sustainable. To club system for their top within apps, while brands can million outlets worldwide. platforms. Replacing the appeal beyond cinema to a Workplace, Environment, relationships for the COOP corporate partners invest supplement this message customers (Allianz Bonus run online/in-store loyalty By the year end more than need for loyalty card plastic wider range of events. Fun Marketplace and Community. supermarket chain in order their funds. The best part is of Plus Gives More, Brand Klub) which offers a wide campaigns.