Customer-centric RetailingSee your business in a new way

EYC is a leader in customer-centric retailing (CCR) insights and solutions, enabling revenue growth, for retailers and CPG suppliers

About EYC

Symphony EYC (EYC) is a global leader in customer-centric retail insights and solutions. Our customized solutions allow our retail partners to increase basket size and trips of their best customers. This in turn delivers better price perception, effective promotions, improved product assortments with extensive brand reach and engagement. More importantly we help our clients to grow sales, increase loyalty and drive ROI. The EYC technology suite includes tailored category management offerings, industry-leading tracking and targeting tools and a complete overview of the customer journey across all channels. We help you -

recognize patterns and weigh all factors that influence customer behavior

increase the effectiveness of your marketing, loyalty and promotional campaigns with individual offers that are tailored to the needs and wishes of your customers

to proactively increase customer satisfaction and loyalty

with targeting precisely tailored product recommendations across all of your channels to your customers to gain a competitive advantage.

Engage Your Customers

Our unique, scalable and affordable approach benefits leading retailers in the USA, Europe and throughout the globe. We work with over 10 of the worlds top 30 retailers.

Our worldwide presence means that EYC is ready to be your global partner of choice.

Let us help you engage your customers.

Serving +68 million households

Processing260 million transactions

offers

Delivering+870 millionpersonalized

Analyzing75 terabytes of data monthly

Optimize Customer Value

At EYC, we start by understanding your customers, in order to tailor your offerings to their needs, resulting in increased conversion.

EYC has helped retailers improve price perception at a fraction of the cost of any other consulting service. How? Because we focus first on the customer, and understand the items that are most important to your most price-sensitive customers. This enables you to invest precisely in the items that will drive the greatest ROI.

Our methodology places the emphasis on understanding the why why your customers buy from you and why they might not, then our insights-into-actions solutions tackle these obstacles to make your offering work even harder to meet your customers specific needs.

We arent advocates for blindly following one-size-fits-all best practice. Instead, we go to the best possible source of information about your performance your customers to understand what they love about your brand and your offers, your prices, your promotions and your differentiator, whether it follows best practice or not.

By taking the time to really understand what drives your customers to purchase (or not), we can help tailor your business to put your strengths front and center, so existing and potential customers see exactly what your best customers love about what you offer. That way, your business reflects the things that really connect your customers with your brand, instead of copying what works for others.

Some retailers can be quick to equate growth with increased spend without due consideration for the effect on other channels or your wider business objectives.

We look at promotional campaigns holistically to maximize their performance alongside other channels, and crucially to understand the tipping point where spending more on promotional campaigns is no longer in the best interest of your business.

Because EYCs best in class digital solutions enable precise customer targeting, we can increase the incremental return of every promotion dollar. With clients leveraging our services we have seen CPG participation increase 300%.

EYCs market-leading technology solutions incorporates analytics and predictive trade planning and optimization for both retail and CPGs. EYC will not only measure past promotion effectiveness, but will predict the outcome of new and future promotions.

EYC can help you to optimize customer value, realize massive returns including revenue growth and improved time-to-value across the customer journey, whilst, orchestrating a true retail brand experience for your customers.

The Loyalty Barometer

Loyalty can be broadly defined by three causal factors (described below), levers which EYC refers to as Natural, Emotional and Competitive loyalty and where possible our work supports these dimensions. These levers are an important starting point for our dialogue with you.

Natural loyalty is based on the basic marketing fundamentals that retail customers generally want convenient locations closer to home and the right format to meet their needs. This is retailing at its simplest, but always the most important first ingredient for success.

Competitive/Convenience loyalty is formed on the basis that competitive prices need to be balanced with quality while offering great value alongside promotions that delight. Winning this fight becomes a key task for the merchant or trading teams using customer preference information right down to the item level as a critical factor for success.

Emotional loyalty focuses on a customers preferences that stores offer great services or special programs relevant to their lifestyle and household composition. Customers focused on feeding their family or needing help with their health management, can be emotionally linked to a retailer that best understands their needs.

Emotional loyalty is more influential, valuable and profitable than competitive loyalty. Emotional loyalty brings about effective attachment. This emotional connection drives the shopper to repeat purchases. Nothing sounds better than to hear someone say they love your companys brand. Consumers who are emotionally loyal to a company often seek out ways to reward the company by becoming promoters. They talk about the company with friends and say how much they love the experience. They are also likely to spend or use the product or service twice as often as a non-loyal consumer.

EYCs solutions help to build emotional loyalty. This drives a sustainable competitive advantage for our clients. Building an approach to leverage Emotional Loyalty, aligned to a strategic customer-centric retail (CCR) agenda and investment plan is exactly where EYC will help you to chart your roadmap for future success.

Linkage to business goals

1. Retention value2. Growth potential

Natural loyalty

1. Location2. Necessity

Convenience

Competitive loyalty

1. Relative competitor performance2. Customer engagement

Emotional loyalty

1. Program2. History

EYC Consulting Support

EYC Applications

1. Price / promo effectiveness2. Range / assortment optimization3. Targeted Marketing & CRM

EYCs Customer-centric Strategy

Customer Communications Management

In todays retail environment, retailers and CPG Suppliers are blessed with having an astounding number of new channels, tools and information at their disposal.

There are now more ways than ever before to communicate with your existing customers, which sounds great, but this can also create new challenges about how to integrate and manage them to the best potential. Every new wave of technology promises to improve results while simplifying life. Its rare enough to get one of these benefits in reality, let alone both.

WE DELIVER BIG IMPACTOur customer communications management approach means our solutions work across all your channels and focus on the areas that will create the greatest gains in revenue and growth, not simply the tactical, short-term peaks. It means well be delivering quick wins wherever possible to contribute towards addressing the needs of your customer and selling to them to remain competitive.

At EYC, we help our clients to reach and target their customers more effectively, we implement and manage integrated communication processes and platforms. Specifically, we can help you:

Exploit your customer data more fully in personalizing customer communications Efficiently manage multi-channel, multi-touch direct marketing campaigns

Manage all your customer communications in an integrated process. Automate your standard promotional communications to reduce the time and cost it takes to produce them

We model the overall impact that customer communications have on your business for example, poor communications can have a knock-on effect on customer support costs. We can align your customer communications to your specific business goals and demonstrate tangible contributions to your P&L.

Vouchers & couponsDigital offersDirect mail

Why choose EYC?

Enable retailers to increase loyalty & realize 5% sales growth of their best shoppers

Increase sales through increased trips and basket sizes of your best customers and help you achieve 2% ID sales growth

Increase vendor participation in targeted marketing programs by 300%

Enhance price perception

Drive intelligent promotions

Customize assortment & shelf plans based on customer information

Analytics

MobileLoyalty

Personalized

ASSORTMENT& STORE LAYOUTS

DIGITALROADMAP

PREDICTIVEANALYTICS

CUSTOMER STRATEGY

BASKET ANALYSIS

PROGRAMME ENGAGEMENT

BESPOKE CUSTOMER ANALYTICS

PRICING PROMOTIONS SEGMENTATIONS

Leading-edge solutions, technology & platforms...

FREQUENCYOMNI-CHANNEL

INCREASEDROI

PROXIMITY GLOBAL WEB-BASED

A CMS suite that increases your productivity and an intuitive dashboard that lets you see all your critical customer information from a single source

Contact Us

LondonAmbassador House, 1st FloorParadise RoadRichmond, SurreyTW9 1SQUNITED KINGDOM+44 208 940 1745

CaliforniaA2475 Hanover StPalo Alto, CA 94304-1114(877) 925-3282

Massachusetts50 Braintree Hill Office Park, Suite 220Braintree, MA 02184(781) 848-2563

Paris36 rue Guynemer92130 Issy-les-MoulineauxFRANCE+33 1 46 48 28 00

KlnJosef-Lammerting-Allee 25D-50933 Kln GERMANY+49 (221) 485 56 0

ThailandTisco Tower, 16th Floor48/31 North Sathorn RoadBangkok, THAILAND 10500+66 2 638 1200

Zaandam5th Floor, Saen TowerAnkersmidplein 21506 CK ZaandamTHE NETHERLANDS+31 75 612 7700

Moscow6 Prospekt MiraBusiness Center "Meliora Place"Moscow 129090RUSSIAN FEDERATION+7 (915) 073 5424

Ukraine28, Fizkultury StreetC/O Baker TillyKyiv 03680UKRAINE+38 050 450 80 10

DublinSuite 307Digital Office Centre12 Camden RowDublin 8IRELAND+353 1 479 0540

GeorgiaA1040 Crown Pointe ParkwaySuite 905Atlanta, GA 30338(877) 925-3282

Pennsylvania100 Sterling Parkway, Suite 300Mechanicsburg, PA 17050(877) 925-3282

Head office - United Kingdom1st floor Ambassador House | Paradise Road | Richmond | Surrey | TW9 1SQ +44 208 940 1745

USA telephone numbersCalifornia, Georgia and Pennsylvania (877) 925-3282; Massachusetts (781) 848-2563

Websitewww.eyc.com/insights For more information please email insights@eyc.com

Copyright 2016 SymphonyEYC. The contents of this document are confidential and not for reproduction without permission