How The Vitamin Shoppe Improved Loyalty Program Efforts

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Customer Webinar: How The Vitamin Shoppe Improved Loyalty Program Efforts

Wednesday, November 16, 2011

© Experian Limited 2011. All rights reserved.Confidential and proprietary. 2

Welcome!Introductions and Overview of Today’s Session

Agenda Q&A with The Vitamin Shoppe QAS Pro Demonstration Questions from the audience

Today’s speakers: Maureen DeMott

Director of Store Systems and Support Services, The Vitamin Shoppe Michelle Kavalchuk

Marketing Programs Specialist, Experian QAS Brad Wyman

Senior Account Manager, Experian QAS


QASCustomer data quality at point of capture

Customer data quality software and services Captures, validates, cleanses, standardizes and enriches customer

contact information, including: Postal address Email address Phone

More than 2,600 customers in North America

http://www.qas.com/customers/case-studies/call-center-operators-validate-addresses-with-qas-112.htm

http://www.qas.com/customers/case-studies/experian-qas-reduces-costs-and-improves-customer-service-at-umpqua-bank-134.htm

http://www.qas.com/customers/case-studies/western-implements-address-verification-to-reach-alumni-115.htm

http://www.qas.com/customers/case-studies/western-implements-address-verification-to-reach-alumni-115.htm

http://www.qas.com/customers/case-studies/incorrect-customer-address-data-causes-a-ripple-effect-114.htm


How can retailers track customer behavior?

Shoppers today think carefully about each and every purchase Retailers need to maximize every touch point with an individual

customer by: Understanding frequent shopper profiles, preferences, behaviors Capturing accurate contact data for future communication

. . . without impacting the customer’s checkout experience


1. Will you introduce yourself and describe your role at The Vitamin Shoppe?

Maureen DeMott Director of Store Systems and Support Services Responsible for store support, helpdesk, Epicor, CRM


The Vitamin Shoppe Specialty retailer and direct

marketer of vitamins, minerals and nutritional supplements

500 retail locations www.vitaminshoppe.com

2. Will you provide an overview of The Vitamin Shoppe?

http://www.vitaminshoppe.com/


3. Why are addresses important to your organization?

Collect customer addresses for a variety of purposes Loyalty program rewards and incentives Periodic marketing campaigns and catalogs shipped to

customers


4. What challenges did you face with bad addresses?

Inaccurate data for the customer loyalty program Rewards shipped by direct mail Less returned mail since implementing QAS


5. Can you tell us about the Experian QAS products you have? How are they used at The Vitamin Shoppe?

QAS Pro Used in store at POS 521 locations

QAS Batch Used periodically to scrub data


6. Can you tell us about the Healthy Awards loyalty program?

Member Benefits Free to join Coupons and special offers Access to in-store special events Earn 1 point for every dollar spent Redeem points for free merchandise

Very high customer participation 78% of all purchases by loyalty

program members


7. How did capturing accurate addresses improve your data quality?

High level of confidence in addresses collected at POS 80% of business from retail store channel Drastic reduction in undelivered mail


8. How does better data influence loyalty program efforts?

Over 520 retail locations Each store uses QAS Pro when adding new

Healthy Rewards members or updating address information

Thousands of members added each day Verify addresses in real time as people are

signing up in the store Healthy Awards certificates shipped to

customers by direct mail each January


9. What results have you seen with Experian QAS products?

• Better data

• Clean address information is imperative

• Better communication with customers

• Ensure customers receive their rewards


10. How does better data help your overall data quality strategy?

Greater confidence in address data Supplements The Vitamin Shoppe’s overall data quality strategy


QASProducts & services

Real-time verification Clean & enhance

Clean QAS Batch QAS Bulk Processing Phone & Email Batch

Enhance QAS Unify NCOALink®

Address QAS Pro QAS Pro On Demand QAS Pro Web QAS Pro API

Phone and Email QAS Phone QAS Email


Product Demonstration

QAS Pro


Questions

Questions after the event?

Email: [email protected]

Call: 888-727-3985

Visit: www.qas.com

?Submit your questions now!


Please visit www.qas.com for more information.

http://www.qas.com/?tid=2326

http://www.qas.com/?tid=2326

How The Vitamin Shoppe Improved Loyalty Program Efforts

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