December 2014

Mobile Loyalty Application

10th Internet & e-Business Innovation Forum

Mobile internet in Greece is constantly evolving

1 Source: Nielsen Mobile Consumer Report 2013, Warply

96% of the population aged 13 – 70 years old 6,4 mil. Greeks

35% own smartphones (60% Android, 30% iPhone)

47% of the mobile internet users download and use applications Internet sites’ visits:

24% through mobile devices (smartphones and tablets)

• Choose one of the collaborating merchants from all sectors

• Pay with a Eurobank credit or debit card and collect euros

• Collect your euros and pay less or not at all at next purchase at any of the collaborating

merchants

Epistrofi loyalty program

2

“Epistrofi”: the loyalty scheme of Eurobank’s credit & debit cards.

• Over 1,4 mil. customers

• Over 17 mil. collected euros

• 5.500 merchants participating in the scheme

How does it work…..

….for the customer

Hotels Restaurants Automoto Malls

• Promote the business through the Epistrofi’s internet site, adds, promotional campaigns etc.

• Leverage the brand affinity of a large scale loyalty program to attract new customers and boost

card spend from existing customers

• Increase customer loyalty

….for the merchant

+ participate in

Epistrofi’s special

offers

Large number of participating

merchants

Increase sales & Attract new

customers

Participating merchants from all

sectors Card usage for everyday

transactions

Simple & easy to understand program

for users and merchants Wide program usage

Redemption at the sales point Instant benefit for partner

merchants

Ad hoc promos per sector Boost sector sales

Happy Days/Happy Hour Campaigns Usage of cards at days hours of

low traffic

Differentiation of Epistrofi percentage

based on transaction amount

Customer is encouraged to make

higher ticket transactions.

Epistrofi Main Benefits

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For example, for a purchase of €300 and a redemption of all available euros (€167),

the cardholder will only pay €133.

Epistrofi : An example

Merchant 1

Purchase of €100

Merchant 2

Purchase of €1.000

= €5

5%

= €100

10%

Merchant 3

Purchase of €200

Merchant 4

Purchase of €400

= €14

7%

= €48

12%

Total amount of Epistrofi = €167

Purchases-Collection Purchases-Redemption

Merchant 5

Purchase of €300

10%

Available Epistrofi Euros = €167

Amount to be paid = €133

New Epistrofi euros = €13,3

4

Europhone Banking στο

210 95 55 000

Internet Site www.epistrofi-

eurobank.gr

Card Statement

Program receipt issued by POS

Mobile Application

Epistrofi Available Euros: Means of communication

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“Mobile App Epistrofi” case

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What is it?

This application can be installed on our smartphone and it enables us to access all the important

information relating the loyalty program “Episrofi” & not only...

1. The available loyalty euros

2. The detailed transactions through which the customer has collected the loyalty euros

3. The stores and loyalty percentage and where they are

4. Special “Mobile Offers” for which the customer is informed through "push message"

The downloading process is very simple, does not differ from

the way we install any other application, and it’s free!

Launched: March 2012 Mobile App Epistrofi

Why create a Mobile Application?

• Increase loyalty of customers & merchants

• Innovative

• Customer Centricity & Satisfaction

• Low cost Communication Channel

• Increase usage of credit & debit cards

Mobile App Epistrofi

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The detailed

transactions (2) The available

loyalty euros (1)

On line information about the customer’s

available loyalty euros On line information about the customer’s loyalty

transactions (collections, redemptions etc.)

The stores

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The stores (3)

All the cooperating merchants are shown on a map, starting from the customer’s current position

The Customer chose to see on the map:

all merchants

restaurants

hotels

auto/moto merchants

malls

Hotels

All merchants

Restaurants Automoto Malls

Mobile offers (4)

The Mobile Offers

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Low cost (set up, communication, and offers funded by the

merchants)

Merchant based offers

Immediate notification of the customer through “push sms”

Cultivating the relationship with customers but also the

merchants

Mobile offers - Results (4) The Mobile Offers

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Double loyalty euros for

supermarket purchases

+35% purchases

30% more loyalty euros

for “Epistrofi Hotels”

+55% purchases

10% for purchases from Attica

+150% purchases

Customer Profiling

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Mobile App Users:

Sex: 77% male

Avg Age: 36 years old

up to 35 years: 49% / up to 45 years: 85% / up to 55 years:96%

e-banking users: 77%

m-banking users: 54%

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The results: 1 year before & after the download

Comparison 1 year after Vs. 1 year prior the Mobile App download

Monthly Purchases

per customer

Mobile App

download

+26%

+ €1.000 per

customer

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The results: 1 year before & after the download

Comparison 1 year after Vs. 1 year prior the Mobile App download

Mobile App

download

+57%

Monthly Loyalty Purchases

per customer

Total

purchases 18%

Total

Loyalty

purchases

25%

Total

Loyalty

Redemptions

34%

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The results: Mobile App users’ contribution

Mobile App Users

50.000 customers

Only 3% of

total portfolio

Mobile App users’ contribution on total portfolio’s purchases, loyalty purchases & redemptions

43% of the total purchases in “Epistrofi

Restaurants”

33% of the total purchases in “Epistrofi

Hotels”

Attracting and cultivating the loyal

customers.

Moreover affects positively the

profitability (within the first year):

• Interest Income: +13%

• Merchant Commission:+26%

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The awards

The e-volution awards are the most important contest

that reward best practice in e-business.

The AppWARDS 2013 were created to highlight and reward the

creativity and innovation of the companies involved in the

development of applications, the developers and the start-ups.

Location Based Commerce Award - Evolution Awards 2013

AppWards / Loyalty & Rewards - APPwards 2013

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In a nutshell….

Get closer to your customers, through innovation & new

technology

Cultivate & reward your loyal customers, the way they prefer

Build a strong network of reputable merchants

Define your offer strategy through data analytics on your

customers’ behavior

Be consistent in delivering “value added” propositions

Get ready to adapt innovations, as quickly as your customers….

• More satisfied &

loyal customers

• More profits for

the organization