Lyoness Solution Pack

Transcription

1 Lyoness Solution Pack LYONESS.COM

2 This manual contains instructions for all the Lyoness Solution Pack modules. You can manage your company's data in the Loyalty Merchant Portal. In addition, you will find detailed listings of your sales and have access to statistics that not only provide your own company figures but also a comparison within your business sector. You can also create Shopping Point Deals here. Shopping Point Deals are special offers which you can make available to one or more specific target groups. You can create these special offers in your Loyalty Merchant Portal and they will help you to attract new customers, strengthen bonds with loyal customers and encourage existing customers to shop with you more often. This enables you to increase the number of active shoppers in the mid to long-term. In the CRM, you can manage your regular customers' data and have an accurate overview of sales made by individual customers. You can create appointments/meetings and assign individual tasks. The CRM also shows you who your top customers are and which customers you have lost. You also have the option of creating and sending Customer Satisfaction Surveys. ii

3 Contents 1 Dashboard Lyoness Solutions Menu Navigation New Customer Management Shopping Point Deals Create a Shopping Point Deal Basic Settings Validity Target Group Example of a Discount Deal Example of a Discount Deal Example of a Fixed Price Deal Preview Loyal Customer Management CRM Home (Homepage) Clients Reporting Access to the Newsletter Module Accessing the Customer Satisfaction Survey: Newsletter Module Newsletter Target Group: Create a Newsletter Test Mail Newsletter Statistics Customer Satisfaction Survey New Customer Survey My Statistics Statistics Dashboard Sales from Lyoness Customers Received Invoices iii

4 2.2.4 Service Contact Communication Material Invoice delivery Tutorial Videos Printable Loyalty Merchant Overview iv

5 1 DASHBOARD Once you have logged into your account with your login details, you access the Dashboard. The Dashboard gives you a clear display of your master data and thus the most important information at a glance. From now on, we will call the tiles in which the individual information is displayed "Dashlets". A click on the respective blue button takes you directly to the relevant page. Dashlet 1

6 You can remove items from your dashboard individually. If you want to remove the Service dashlet, for example, just move in the upper right corner of the relevant dashlet until the "x" appears. If you would like to restore this dashlet back to your Dashboard, click "Extend Dashboard" and select it by clicking on the Service dashlet. It will then be shown on your Dashboard again. You have the same option with all the dashlets on the Dashboard. To return to the Dashboard from a sub-page, click on the blue Lyoness icon on the top left: My Deals Under this menu option you can see all of the Shopping Point Deals you have created. In addition, you can immediately see how many of your Deals have already been redeemed and how many are still available. For more details, or if you want to modify or add to these, click on "Edit". 2

7 My Sales Here you can see the sales made by Lyoness Members in the current calendar year. In addition, the Lyoness Benefits (Member Benefits) are also shown in the local currency. By clicking on "Sales Details", you can see a detailed view of your sales figures. My Statistics By clicking on "Statistics Details", you will go directly to the statistical analysis page for your business sector and your customers. The time period "within the last 90 days" is the dashlet default for the display. The data in the dashlet thus always refers to the last 90 days and cannot be changed manually. 3

8 My Details Here you will find your company logo, your search criteria, short description, long description, opening hours, company colours, invoice address and advertising banners which you can upload. You can of course update any of this information (excluding the logo) at any time. Clicking on "Edit" takes you to the following page where you can make the changes: 4

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10 Logo The company logo you have uploaded is displayed here. If you have not uploaded a logo yet, you can do so under "Upload". To change or replace your existing logo, please contact your local SME Department (Lyoness SME Service). Invoice Address and Opening Hours To change your company's contact details and opening hours, click on "Edit". You can also enter your company's address, telephone number, and web address. Here you can enter the new data and update it by clicking on "Save". In addition, you have the option to enter the links to your Facebook, Google and Twitter page, if applicable. 6

11 Opening Hours Your customers want to know when they can shop with you! Your opening hours are shown here. To change them, click on "Edit". This takes you to the following screen: Here you can select your company's opening hours (day, from, to). Click "Save" and the data will be updated in your profile. Short Description and Description On this page, you have the opportunity to enter a short description about your company. In addition, there is a field available for a longer, more detailed description (Description) where you can make various formatting changes and insert links. 7

12 Advertising Banner Here you can upload your customised advertising banner to attract even more attention. Please ensure that the image has a maximum size of 730 x 400 pixels. You can delete the banner at any time and replace it with a new one. Documents This enables you to manage your documents in the Loyalty Merchant portal quickly and simply. You can download your existing documents, delete them and upload additional documents. 8

13 Search Criteria To ensure that your future customers can find you with the right keywords, enter them under Search Criteria. It is advisable to choose terms for the offer and any related terms as well as terms to describe your business. This will increase the likelihood of you being found on the Lyoness page immediately. Colours Here you can choose the base colours for your newsletter and your Vouchers. Tip: If you have your own company logo, it is best to choose the same colours as your logo. This will give a uniformed appearance to your mailings and Vouchers that match your company colours. Last Sales By going to "CRM Details" you will be taken to your customers' last sales. 9

14 Lyoness B2B With Lyoness, it is also possible for you to take advantage of the Lyoness Benefits even for your business purchases made by your company. The B2B Search will start a Loyalty Merchant Search. You can refine your search by using filters to specify your needs more accurately. This icon adjusts to the business sector of the searched Loyalty Merchant making the search simpler for you. 10

15 2 LYONESS SOLUTIONS MENU NAVIGATION 2.1 New Customer Management Here you can create Shopping Point Deals to gain new customers Shopping Point Deals You can create Shopping Point Deals to gain new customers, strengthen bonds with loyal customers and encourage existing customers to shop with you more often. This enables you to increase the number of active shoppers in the mid to long-term. In exchange for Shopping Points, customers receive certain goods or services at a reduced price, or even free of charge, from the Loyalty Merchant. The Shopping Points are then deducted from the customer s account - as in a payment process. As a Loyalty Merchant you can limit your target group according to the defined filter options. Customers in the defined target group can see the Deal under "Redeem Shopping Points" and can exchange these Shopping Points and redeem them according to the conditions defined in the Shopping Point Deal. You can also create Shopping Point Deals for Lyoness Members who have never shopped with you via Lyoness, or for existing inactive customers to encourage them to shop with you again. You can define the number of Deals and the time period. The screen below shows where the Members can redeem their Shopping Points. "CURRENT DEALS" gives you an overview of your existing Shopping Point Deals. Deals which have already been created are listed with their specified name. You can create a new Shopping Point Deal in all templates listed with "Deal". 11

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17 The status of each Deal appears below the name. The following distinctions are made: ACTIVE (green): The Deal is currently active. It has not yet been redeemed by the maximum number of customers. PAUSED (yellow): The Deal is currently paused, so it cannot be redeemed. The Start and End date are displayed below. Under "Available" you can see the number of remaining unredeemed Deals. "Distributed" shows you how many Vouchers have already been distributed for this Deal. "Redeemed" shows the number of times the Deal has already been redeemed. The "% Redeemed " shows you the percentage of Deals that have been redeemed. If you want to remove the Deal just click on "Delete". To change the details of the Deal, click "Edit". This takes you to the Detail page: 13

18 Create a Shopping Point Deal To create a new Deal, choose a Deal which is designated as "NOT CREATED" and click on "Create": Now you can select the criteria from the available options: 14

19 Basic Settings Under "Basic settings", select the details for your Deal. Start Date: Select the date from which your Deal is valid (redeemable). End Date: Select the date until which your Deal is valid (redeemable). Title: Enter the name/title of your Deal (maximum 50 characters). Description: Here you can describe your Shopping Point Deal in up to 200 characters. Discount Type: Here you can choose the type of discount by clicking on the corresponding circle. Price Deal: With this option, you enter the normal price for the product or service under "Original Price" and the reduced price under "Discount Price". Discount Deal: With this option, you enter the minimum purchase value under "Min. sales" and the discount rate under "Discount %". Fixed Price Deal: With this option, you enter the minimum purchase value under "Min. sales and the discount in the local currency under "Member Benefit". Shopping Points: Under Shopping Points enter the number of Shopping Points required for this Deal. 1 Shopping Point must be worth at least 5 and a maximum of 10 (local currency specific). Image: Here you can upload an image for your Deal. The image must have a width of at least 100px and the size cannot exceed 1MB. You must be legally authorised to use and distribute this image. To upload your picture, click on "upload image" Validity Select the conditions for the validity of your Deal. Valid for: Here you select how long the Voucher is valid for, after it is issued. Valid On: Here you select the days of the week and the time period when the Deal is valid Target Group Here you have the possibility of determining the target group for your Deal. You can choose either New customers or Loyal customers. Gender: Here you can choose whether your target group should be female, male, or male and female. 15

20 Women Age Group: Here you choose in which age group the female target group should be. You can check multiple boxes. Men Age Group: Here you choose in which age group the male target group should be. You can check multiple boxes. You must choose at least one age group, otherwise the Deal cannot be saved. Geographical radius around your location: Here you select the maximum distance of the target group s place of residence from your business premises. Recalculation: By clicking here you will see the number of customers that match your selected criteria. Limit Amount To: If you want to limit the number of Deals, insert the desired total number of SP Deals here. Once this number is reached, the Deal is automatically ended and is no longer available to Members. Preview: Click here to see a preview of the Deal. Cancel: Click here and your selection will be deleted. Save: Click here and your selection will be saved Example of a Discount Deal -1 You are the owner of a butcher's shop and know that your customers do not spend much more than at your shop. You now enter in the minimum amount of and the saving of 20%. Thus, the customer saves on a purchase of at least For this the customer must redeem at least 1 Shopping Point and a maximum of 2 Shopping Points. You can specify additional information in the descriptive text to restrict your offer or make it more specific. Here are a few examples: 1. PRICE: In December, save 20% on all meat products up to a maximum purchase price of BRAND: In December, save 20% on all "Wall s" meat products. 3. AMOUNT: 20% of all meat products in December, up to a maximum weight of 10kg Example of a Discount Deal -2 You sell washing machines and would like to create a Shopping Point Deal. The sales price for a washing machine is normally between 550 and 1,200. You currently have an offer on Miele products whereby washing machines that are normally 1,200 are reduced to 800. You would now also like to set this up as a Shopping Point Deal for Lyoness customers. You therefore set the minimum amount at 700 with a saving of 20%. This means the customer saves 140. The customer must redeem between a minimum of 14 Shopping Points and a maximum of 28 Shopping Points for this Deal. You can also add further limitations to your Deal, for example: 16

21 1. PRICE: 20% off all Miele washing machines in December, up to a maximum purchase price of BRAND: 20% off Miele WKF 130 washing machines in December Example of a Fixed Price Deal You have a restaurant. To promote off-peak days, you would like to set up a Fixed Price Deal. From a consumption value of your customers will receive a discount of You can make a more specific offer by selecting the validity for those days when you want to boost your sales Preview By clicking on "Preview", you can see a preview. Here you see what the completed Shopping Point Deal with your specified data will look like: 17

22 2.2 Loyal Customer Management Click on "CRM" to see and manage your customers' data. Choose "Newsletter" when you want to send a newsletter by to your regular customers. Under "Customer Satisfaction Survey", you can create and send a survey to selected customers CRM Home (Homepage) This page provides an overview of your regular customer management (CRM). In addition, you have a list with all your activities which you can choose from according to various criteria. Here, you can create "Events" and "Tasks". From the homepage in the CRM, you can access the following menu items: My Dashboard On your Dashboard you will find a graphical overview of your top customers according to purchase value from the last 30 or 60 days and the number of transactions from the last 30 days. If you move the mouse over the displayed statistics, you will receive the exact sales figures for the respective customer. 18

23 Calendar The calendar shows the events planned for the day and the upcoming events. You have various options to display the events in the calendar: Single User View Activity List View Day, Week, or Month View To see the details of a particular event, move the cursor over the underlined name of the event. A box will appear to show the name, date and time of the event, as well as information of which customer has been assigned to the event. To modify this data, click on "Edit". If you want to remove the event, just click on "Delete". By clicking on the underlined name of the event, you access the Detail page. All the details are listed here again. In addition, you also have the option of adding the event to your Outlook appointments. To do this, click on "Add to Outlook" and your Outlook calendar automatically opens and the data for the event is transferred. 19

24 If you want to receive a reminder for this event/task, click on "Reminder". A check mark will appear and the reminder is activated. Then you enter the date and time when you wish to receive the reminder. If the event is part of a recurring series (for example, every Wednesday at 11:00), simply go to "Recurring" and click "Create Recurring Series of Events". Under "Reminder" you then choose the time and date when you wish to receive the reminder. You will then receive an reminder. Create New Event Here, you can create events in your calendar. Under "Calendar Details", you can specify the details of the event. You can enter the responsible clients in the "Assigned To".field. Enter the location of the event under "Location". Enter the start and the end of the event under "Start" and "End". The 'Description' field provides space for notes about the event. 20

25 Under "Attachments" you can upload documents by clicking "Attach File". Any attachments already stored under this event are displayed. If there are no attachments, "No records to display" is displayed. To assign the event to a company, a campaign, a customer procedure or a customer, select this under "Assigned To". If the event will last the whole day, you specify this by clicking on "All -Day Event". You can, for example, remind yourself of your regular customers' birthdays, invitations or events. 21

26 My Tasks Here you will find a list of the tasks for the next few days. To see the details of each particular task, move the mouse over the underlined name of the task. A box will appear that shows the date and time of the task as well as information on which employee was assigned to this task. To modify this data, click on "Edit". If you want to delete the event, just click on "Delete". By clicking on the underlined name of the event, you access the Detail page. All the details are listed here again. By clicking on the relevant date on the calendar, you can obtain information about the events and/or tasks scheduled for that day. In the calendar overview, you can choose between different display modes: Single User View, Activity List View, Day View, Week View, Month View. 22

27 For a full list of activities, click on the icon: My Tasks Here you can select how your tasks are displayed according to different criteria: Overdue, Today, Today + Overdue, Tomorrow, Next 7 days, Next 7 days + Overdue, This Month, All Open. 23

28 New Click here to create a new task. You can assign this task to the relevant customer. Enter the date of completion or the deadline under "Due Date". The "Comment" field can be used for notes and more information about the task. Under "Status", specify whether the task is still open or already completed. Below this, set the priority. 24

29 If you want to receive a reminder about this task, click "Send Notification ". If the event is part of a recurring series (for example, "Take Catalogue ), simply go to "Recurring" and click "Create Recurring Series of Tasks". You can now save the created task and create a new task, save and create a new event or cancel. As tasks, you can enter, e.g. callbacks or a reminder to create an offer to send invitations or newsletters. Under "Attachments" you can upload documents by clicking "Attach File". These could be, for example, offers, contracts, order confirmations, flyers or invitations. 25

30 Clients Under "Customer Type", you will get a list of all your customers. These can be filtered by clicking "All", "Lyoness Customer" or "Non-Lyoness Customer" Under "Import Non-Lyoness Customers", you can transfer your existing customers who do not have Lyoness membership into the CRM database. All Members who sign up with you via MTERM, are automatically recorded in the CRM database. Under "New Non-Lyoness Customers", you can enter a new regular customer without Lyoness membership. 26

31 Import Non-Lyoness Customers There are two ways to import Non-Lyoness Customers in the CRM: 1. Import With Excel Template Click on "Import Non-Lyoness Customer" and start the download. Complete the template and then upload the customer data by searching your templates. Here you can request the opt-in for all imported customers. This opt-in states that the customers have given you confirmation to send s to them. 27

32 2. Entering Non-Lyoness Customers Click on "New Non-Lyoness Customer" and complete the relevant fields. You can also request an confirmation. Then save and complete the process as usual. Select the desired category and then click "Search". You are then taken to an overview which looks like this: 28

33 For detailed information about each individual customer, click on "View" in front of the name of the relevant customer and you will be taken to the following page: On this page you will also find an overview of open activities, the progress of activated activities- Activity History, any notes and attachments as well as all transactions carried out by this customer including the amount, date and time of sale. You will get a print preview of this page by clicking on "Printable View" in the upper right-hand corner of the page. To print the page, click on "Print This Page". 29

34 To change customer's data, click "Edit". Here, you can assign the relevant customer to a different segment and add comments in the appropriate box. There are fields "Additional Info 1-3 for additional information Reporting Here you will find accurate evaluations of your Top Customers, Lost Customers and Recent Transactions. By clicking on "Top Customers", you will see an overview of your best customers. Here you can choose whether 10, 25, 50 or 100 customers who have made the most purchases are displayed. You can also choose the time period. By clicking on "Go", you go to the corresponding overview. 30

35 Perhaps you want to know which customers have made the most purchases in the last 3 months to give them a special reward or benefit by sending them a special loyalty bonus. For this, you simply filter, e.g. the Top 25 Customers according to purchase value during the last 3 months, and then click Go. You will then receive a list with the names and addresses, and of course a listing of the sales figures, for each customer. Under "Lost Customers", select a time period and then click on "Go" to see the relevant data. 31

36 Here you may want to know, for example, which customers have not purchased anything from you recently in order to get the attention of these customers again. To do this, search for all customers who have made a purchase of at least USD from you during the last 6 months but who haven't shopped with you in the last month. Under "Recent transactions", select a time period and click on "Go" to see the relevant data. For example, take a look at all customer transactions over the last month. 32

37 Access to the Newsletter Module You can access this via the CRM: You can also access it directly via the menu item "Lyoness Solutions/Newsletter": You can find details about the Newsletter Tool in section Newsletter Module. 33

38 Accessing the Customer Satisfaction Survey: You can access this via the CRM: You can also access it directly via the menu item "Lyoness Solutions/CustomerSatisfactionSurvey": You can find details about the Customer Satisfaction Survey in section: Customer Satisfaction Survey. 34

39 2.2.2 Newsletter Module The Lyoness Newsletter Module allows you to create s to your customers in just a few simple steps. You can communicate offers and promotions in a matter of seconds to a wide audience: 1. Easily create s to gain your customers' attention. 2. Filter Target Groups: send relevant messages to specific target groups 3. Contact many customers at the same time 4. Track and optimise campaigns: specific reports and evaluations regarding the opening, delivery and soft bounce rate 5. Manage and customise the content simply: create and personalise images and content according to your own requirements 6. With one tool you can manage all images and content: save, browse, and edit 7. Save costs through digital dispatch (no printing and distribution required) 8. Data is synchronised with your CRM Newsletter Target Group: If you want to choose customers for the target group using the data from all your customers, choose "All" under Customer Type. Furthermore, you have the choice between "Lyoness Customer" and "Non-Lyoness Customer". Select the "Age Range". Then select the minimum number of transactions and the time period. In addition, you have the option of selecting a specific gender for the target group or sending to both men and women. Then enter the "Salutation for female" and the "Salutation for male". 35

40 Now you are in the Newsletter Module and can create, manage and send your newsletter. Here you will find an overview of s which have already been created and sent. 36

41 The First Dashlet (1st Block) contains information about how many s you can still send this month meaning how high your remaining allocation is. In the 2nd Block, you can see information about your last edited . Under "Subject", you can find the subject of the newsletter. Below this, the "Name" of the newsletter as well as the date and time on which it was sent is displayed. In the 3rd Block you can see how often the last sent was opened/clicked on in the last 7 days. 37

42 An overview of all newsletters that you have created can be found below this under " s". By clicking on the blue name of the newsletter in the left column, you can see a preview of the newsletter. The overview list can be sorted according to the date of the last modification. To do this, click on the down arrow. Under the heading "Actions" you can edit, copy and send the newsletter or send a test newsletter. You can also search for and display the newsletter according to name. To do this, enter the name of the newsletter in the search box and then click on the magnifying glass icon. In the lower left corner choose whether 25 or 50 newsletters should be displayed per page. By clicking on the left or right arrow in the lower right corner, you can navigate to the previous or next page if there are several. 38

43 Under "Sends", you can find all s that you have sent. In this overview, the overview list can be sorted according to the date when the was sent. To do this, click on the down arrow. The "Status" of the newsletter, the number of "Subscribers" and the number of Opens, Clicks, Bounced and Actions are also displayed. You also have the option of viewing the newsletter according to its status. You can choose between: All, Scheduled, Completed, Errored and Cancelled Create a Newsletter To create your own newsletter, click on "Create " in the upper right-hand corner of the page. After clicking on "Create " you have the option to either use and adapt an existing template by clicking "Shared s" or you can create a new template by clicking on "Shared Templates". Under "Shared Templates" you can choose DE for German or EN for English language. If you choose "Shared s" you will be redirected to the templates. 39

44 Here you can select the best option for your newsletter by clicking on the relevant template. In the next step, enter the name of the , the subject and the heading (Preheader). What you write in your subject line will decide whether your subscribers open the newsletter or whether they delete it without opening it, so make your subject line as interesting and precise as possible! 40

45 The heading (Preheader) is displayed beneath the subject ( subject). It should consist of 85 to 100 characters. In addition, you can choose to personalise the below the subject. Enter the desired text for your newsletter in the relevant fields available for this purpose. If you have chosen a template with a black box labelled "Your logo", your company logo will appear in this field in the newsletter (if you have uploaded it in the Loyalty Merchant portal). In the text box, you have several choices for the text format. Here you can choose the following: Font Font Size Text Colour Background colour Listing (numbering or bullet points) Reduce/Increase indent Left-justified, right-justified, centred, or flush-justified Spell checker Source code (content of the newsletter can be represented as source code) Bold, italic, underlined or strike through Superscript, subscript Remove formatting Cut, Copy Paste, Paste as Text or Paste from Word Undo/Redo Insert link, Remove link 41

46 Insert Picture Insert Personalisation The text under the text boxes is always the same for the creation of the newsletter. Here you can specify which name is indicated as the sender of the newsletter, as well as the address (town, post code, country). The sender is visible in the preview of the newsletter. Below that, the recipient has the option to unsubscribe from the newsletter. When all the fields are filled in for the newsletter, you can save it by clicking "Save". Under "Preview / Test Send" you can send a test newsletter to any address to ensure everything is correct. We recommend sending this test newsletter to your own address. This will let you see what the newsletter would look like if you were to send it as it stands. You can also schedule when the newsletter should be sent ("Schedule Send"), or you can cancel the newsletter ("Cancel"). To go back a step, click on "Back". 42

47 Test Mail You will now receive a preview of the newsletter you have created Newsletter Statistics If you click on "Sends" on the overview page, you will see an overview of all previously sent newsletters. In the "Action" column you can see the statistics of each newsletter. 43

48 You will see the following screen: In the first row, there is a preview of the newsletter visible as well as the name and subject of the newsletter. In addition, you can also see the sender s name, the sender's address, the status of the newsletter and when it was sent. Using the graphics, you can see exactly how many newsletters were sent and how many of them were delivered to recipients. Under "Opens", you can see how many of the s sent to your customers were opened. This parameter corresponds to the number of all openings divided by the total number of delivered s. Here, every customer is counted only once, even if he/she has opened the newsletter several times. The Click-Through Rate (CTR) is shown under "Clicks". In other words, here you can see how many of the customers you sent the newsletter to opened it and clicked on a link contained in it (e.g. on your website). This ratio refers to the number of clicks in an divided by the total number of delivered s. Under "Bounced", you can see how many newsletters could not be delivered. This can have several reasons, for example, the address could have been entered incorrectly. In the graphic, under "Engagement", you can see the number of customers who unsubscribed as well as the openings and clicks. Under "Deliverability" you can see the so-called "Soft Bounces" and "Hard Bounces". You can also see the number of deliveries. Bounce is an error message from a Mail Server which is generated automatically. We make a distinction between Hard Bounces and Soft Bounces. 44

49 Hard Bounce: caused generally by a permanent error, for example if the recipient's address does not exist (anymore). E.g.: My-name@-online.de - this address will never arrive because the provider is not online.de but t- online.de Soft Bounce: caused generally by temporary problems. E.g.: when the recipient's mailbox is full or the hard drive is full. This may only be a temporary situation. The recipient of the mail can restore the status by carrying out certain actions (deleting and thus freeing up memory). The mail could then be delivered. On the right-hand side you can see to which addresses the newsletter was sent. 45

50 You can also display those addresses where the newsletter was opened, clicked, bounced or the recipient cancelled the subscription. In the Statistics, you can see the following representation in the click activity: The name of the newsletter and the subject are given in the first row. In addition, you can also see the sender s name, the sender's address, the status of the newsletter and when it was sent. On the left-hand side, the newsletter is shown once more in a larger format. Next to it, you can see how often a link was clicked on in the newsletter in the "Top Performing Links" overview Customer Satisfaction Survey Here you determine the target group and define the parameters (purchase value, transaction frequency and intervals) per mailing. Moreover, Customer Satisfaction Surveys that have already been created are also displayed here with their name, status, start and end date. 46

51 To see the details of a survey, click on "View". Here you can edit and/or re-use previously created surveys. The general information such as name, status, text and the start and end date remain the same. To see what the customer satisfaction survey looks like, click "Preview". 47

52 To see what the text of the created customer satisfaction survey looks, click "Preview " New Customer Survey Here you can create a new Customer Survey. Under Name, enter the name/description of the survey. The status is shown as "Draft" because this is a first draft. In the "Survey Text" field, enter your desired text that your regular customers will receive with the survey. You can start your survey, for example, with the following introduction: "Thank you for shopping with us! We are committed to providing you with the best service! In order to continuously improve our service, we ask for your valued feedback which we treat 100% anonymously." In the "Start Date and End date" fields, enter the desired time period in which you want your survey to be sent. In the "Salutation for female" and "Salutation for male" fields, enter your desired form of salutation to address your customers. Under "Rules", you set the rules for sending the survey. Here you select whether the survey should be sent once every "Year", "Half Year", "Quarter" or "Month". 48

53 Under "Send to the following customers", choose the minimum purchase value a customer should have per transaction and the minimum number of transactions the customer should have made in the selected time period to receive this survey. If you want to cancel the information, click on "Cancel". By clicking on "Save" the data will be stored: You will then be given an overview of all the specified data. The questions on customer satisfaction are listed here once you have saved the data. Under "Add Selected" select those topics (already assigned to your business sector) that are to be included in your survey. "Question Type" indicates the type of possible responses for each question. 49

54 "Scale" means that the customers can choose from a scale of "Very good" to "Very bad"; a "Yes-No" question can only be answered with "Yes" or "No". In the two fields below, you can enter two of your own questions as desired. Select "Scale" or "Yes/No" for the type of response you want the customer to give. The questions selected by you will be displayed according to topics. You can change the order of these questions by clicking on the box in front of each question where a check mark will appear. By clicking on "Move selection up", the question is moved up one position. To see a preview of the survey, click on "Preview ". This shows what the survey will look like to your customers. You can choose a total of 7 questions for your Customer Satisfaction Survey. By clicking on "Planning", the survey will be activated and sent to your customers by as soon as the set criteria are met. As soon as the survey is activated and the first customers have filled out the survey, you can view the current results. To do this, go to the current survey and click on "View". 50

55 Then select View results. There you will see the current results of your survey My Statistics "My Statistics" gives you an overview of the Lyoness sales and transactions made with your company as well as the average purchase value (Dashboard) and sales from Lyoness Members and invoices you have received. 51

56 Statistics Dashboard Here you have the possibility of selecting certain criteria for the filter: time period the gender of the customer (you can choose female or male, or male and female.), and location (if your company has multiple locations) Click on "Apply Filter" to get an overview of: the total sales, the Number of Transactions, 52

57 the number of New Lyoness Customers (including percentage of the total number), and the number of your Loyalty Customers (including percentage of the total number). Under "Transactions" you can find the sales, transactions and average sale amount. Sales Here you will find the sales. The blue bar shows your company's sales, and the yellow bar shows the average sales for Lyoness Loyalty Merchants in your business sector for the same period. The relevant total sales are shown in your local currency, and it also shows the percentage difference between your company and the average for your business sector. Transactions Here you will see an overview of: your income from purchases made with the Lyoness Cashback Card (Sales), the number of transactions made with the Cashback Card in your company, and the average order value of purchases made with the Cashback Card in your company. These are each displayed with a blue bar. You also get the data of the average for your business sector over the same period for comparison purposes. This is shown with a yellow bar. For this data, only data from companies in your business sector that are also Lyoness Loyalty Merchants is used. The data also only refers to sales which were made with the Lyoness Cashback Card. 53

58 To get the exact data for each, move the cursor over the bar and the corresponding numbers are displayed. Here you will find an overview of the number of transactions made by your customers at your company and the average sales made at Lyoness Loyalty Merchants in your business sector for the same period. In addition, the number of sales and the number of new and registered customers is also shown. 54

59 Average Sales Price Here, you can find the average value per sale made by your customers (blue bar) and the average number of sales made at other Loyalty Merchants in your business sector (yellow bar) for the same period. In addition, you also get information on the percentage differences between your company and the average. Thus you see at a glance how your income and number of transactions compare to other Lyoness Loyalty Merchants in your business sector. Filtering The "FILTERING" tab lists sales figures according to age group, days of the week, and regions. This gives you an overview of which age group is most strongly represented among your customers or which group generates the most sales, which days are busiest and which area most of your customers come from. The highest values are highlighted in green, the lowest in red. 55

60 The Region Filter shows the distance to yout location of the buying customers shown in a diagram Sales from Lyoness Customers Here you can set the criteria, according to which sales figures should be displayed. You have the option of displaying these sales by Customer ID, Reference Number, Sale Date, Sale Status, Type of Cashback and Invoice Status. Enter the appropriate data or select it from the pre-defined options. To do this, click on the down arrow and select the desired option. You can also select the invoice status from the pre-set options. To do this, click on the down arrow and select the desired option. 56

61 Click on the "Apply filter" in the blue field to show all sales figures that match the desired filter criteria. 57

62 You can fill in multiple fields simultaneously for the search criteria (for example, Card Number, Date of Sale and Invoice Status). If you do not fill in any of the fields and click on "Apply filter", all sales are displayed: Sales To access additional pages of records, click on the arrows at the bottom of the page (where it says, e.g "< Page 1 of 2 >"). This will take you to the previous or first page and to the next or last page. You'll also get information on how many records there are that match your selection criteria. If you want to export data, you can save it as a CSV or Excel file. To do that, click on the respective icon in the bottom right-hand corner. By clicking on the icon in the last column, you will be redirected to the relevant invoice. 58

63 Received Invoices Under Received Invoices, you can find the invoices for all sales made with you using the Lyoness Cashback or the Co-branded Cashback Card. Filter If the individual invoices are to be displayed according to specific criteria, simply use the "Filter". Here, under "Invoice Status", you can select whether you want to display open, paid or cancelled invoices. You can select these by clicking on the appropriate box and placing a check mark under "Invoice Status". You can select several options at a time. To restrict the date of the invoices displayed, select "Invoices dated from" and "Invoices dated until" for the desired period. Click on "Apply Filter" and all invoices that match the selected criteria within the selected period will be displayed on the screen. 59

64 You can enter the date manually or by clicking in the field and selecting the desired date in the calendar that opens up. According to the criteria you selected, the entire net sum of the listed invoices is highlighted in blue and displayed under "Invoices". The Invoice status, Date, Invoice number, ID of the Loyalty Merchant and the amount is also specified for each invoice here. By clicking on the triangle in the relevant column, you can change the order of display accordingly. 60

65 At the end of each line, there is a. By clicking on it, you will see the invoice details: Invoice Details Here you will find more information on the respective invoice. This includes the date of the invoice, the Member ID (your personal Lyoness Member number), the Reference Number (if you have your own company invoice numbers, you can enter these under "Reference Number". This makes the invoices easy to organise, the total sales for each invoice, the discount (which a Lyoness Member receives from you when shopping) and the Member Benefit (the amount of Cashback the Lyoness Member receives from you for this purchase). If you want to export this data, you can save it as a CSV or Excel file. To do that, click on the respective icon in the bottom right-hand corner. To access additional pages of invoices, click on the arrows at the bottom of the page (where it says, e.g "< Page 1 of 2 >"). This will take you to the previous or first page and to the next or last page Service Contact Here you will find the contact data for your local Lyoness office. 61

66 Communication Material As a Lyoness Merchant you can insert the official Lyoness logo on your website (Online- Logo) and also use it for your printed promotional materials (Logo for Print). The official online Lyoness communication material can be integrated by means of source code directly on your website and is always up to date. The communication material is always kept up to date by Lyoness and you only need to implement it to your website once. Online- Logo Here you can find the source code of the official Lyoness logo which can be implemented to your website. Click on the button "Source Code". Now copy this code and implement it on your website. 62

67 Logo for Print The Lyoness logo can be downloaded here in high-resolution format. Just click on the blue download icon. 63

68 Invoice delivery Because environmental protection also plays an essential role with Lyoness, paper consumption should be reduced, if possible. For this reason we offer you the option of sending your invoices via rather than in paper form. Here you can choose whether you want to continue to receive your Member Benefit invoices by regular post or by . Click on the relevant "Type of Shipping" option. If you would like to receive your invoices by , enter the address in the designated box. This address is then only used for sending your Member Benefit invoices. Save the changes by clicking on the blue "Save" box. 64

69 Tutorial Videos The tutorial videos show you how to use the individual modules and how to create Shopping Point Deals or Customer Satisfaction Surveys and call up your statistics quickly in just a few simple steps. 65

70 Printable Loyalty Merchant Overview Here you can create a printable Loyalty Merchant Overview to give to Members in printed form. This gives the Lyoness Members an overview of all Loyalty Merchants. For you, this means Cashback and Shopping Points for every purchase and Friendship Bonus! 66

71 To achieve the best possible print-out, please ensure that you use a 60% scale when printing the document. You can do this in your print preview settings in your browser. Ex. Firefox: 1. Open Menue 2. Open Print- Modus 3. Choose: Scale 60% 4. Close and Print 67