Merchant Workbook 010813 - Royalty Rewards1) Click on the Concierge Bell in the top right corner of...

The 90 Day Royalty Rewards®

Merchant Workbook to Skyrocket Your Profits

North America’s Most Comprehensive & Professionally Delivered Loyalty Program That Automatically Delivers a Flood of Customers To Your Door Everyday... Guaranteed

©Firepower Marketing Inc. dba Royalty Rewards®

Firepower Marketing Inc. dba Royalty Rewards® 1124 Fir Ave # 161 Blaine, WA 98230‐9702 Phone: (888) 353‐5012 Fax: (800) 253‐1633 Website: www.royaltyrewards.com Email: [email protected] © 2013 Firepower Marketing Inc. ALL RIGHTS RESERVED No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by any informational storage or retrieval system without express written permission from the publisher. This material cannot be sold in any form whatsoever. This material is not to be shared with anyone outside of your personal business. Civil and criminal penalties apply to copyright violations.

1 ©Firepower Marketing Inc. dba Royalty Rewards®

What is this guide and who is it for?

Welcome to the Complete 90 Day Workbook to maximize the Royalty Rewards® program in your business. This workbook contains tips, tricks and valuable worksheets to help you create the most successful Royalty Rewards® program in your business. Following this workbook will help you get the MOST out of the Royalty Rewards® program, increase your profitability and better target your marketing dollars. Before you start, make sure you have your Royalty Rewards® User Guide handy. This workbook references that manual frequently. In addition to using this workbook, we encourage you schedule and participate in quarterly account reviews with the Royalty Rewards® Coaching Department, read the Royalty Rewards EZ Profit™ Newsletters, and participate in Royalty Rewards® Update Webinars and Royalty Rewards® Seminars. Royalty Rewards® Coaching Department 1124 Fir Ave #161 Blaine, WA 98230 Monday – Friday, 10:00am – 6:30pm Eastern Toll Free 1‐888‐353‐5012 Fax 1‐800‐253‐1633

Seeing This Video Icon Means You Can Refer To The Concierge Page for an

Online Video Tutorial


Table of Contents

Train Your Team ...................................................................................................................................................................... 4

5 Recommended Daily Tasks .................................................................................................................................................. 5

1) Transactions Last 7 Days ................................................................................................................................................. 6

2) New Members Last 7 Days .............................................................................................................................................. 8

3) Member Address/Phone Data ...................................................................................................................................... 10

4) Member Email Data ...................................................................................................................................................... 12

5) Member Campaign Activity and Trends ....................................................................................................................... 14

5 Recommended Weekly Tasks ............................................................................................................................................ 16

1) Merchant Error Transaction Management ................................................................................................................... 17

2) Fix Transaction with Promotion Errors ......................................................................................................................... 18

3) Undeliverable Emails Report ........................................................................................................................................ 19

4) Customer Appreciation Survey Report ......................................................................................................................... 20

5) Members Added by Date .............................................................................................................................................. 21

4 Recommended Monthly Tasks ........................................................................................................................................... 22

1) Review & Monitor Lost Members ................................................................................................................................. 23

2) Review Offers & Campaign Results ............................................................................................................................... 24

3) Point Bump ................................................................................................................................................................... 25

4) Duplicate Customer Listing ........................................................................................................................................... 25

7 Recommended Quarterly Tasks ......................................................................................................................................... 26

1) Review Merchant Service, Campaign Sales & Redemption .......................................................................................... 27

2) New Members by Month .............................................................................................................................................. 27

3) Top Customers .............................................................................................................................................................. 28

4) NCOA Administration .................................................................................................................................................... 28

5) Segmentation Report .................................................................................................................................................... 29

6) Loyalty Sales by Month ................................................................................................................................................. 31

7) Account Review ............................................................................................................................................................ 31

5 Things You Just Absolutely, Positively MUST DO ............................................................................................................... 32

1) Create & Maintain Member Interest Groups ............................................................................................................... 33

2) Generate Social Review Site Comments ....................................................................................................................... 34

3) Create a Member Testimonial Page ............................................................................................................................. 38

4) Send On Demand Emails ............................................................................................................................................... 43

This Video Icon Means You Can Refer To The Concierge Page for an Online

Video Tutorial


5) Understand All The Ways to Process & Member Transaction ...................................................................................... 51

Where Do I Go When I Need To... ......................................................................................................................................... 52

Increase My Return On Investment (ROI)? ....................................................................................................................... 53

Activate Easy Promotions That Will Increase Member Visits? ......................................................................................... 53

See What My Customers Are Saying About My Business? ............................................................................................... 53

Process A Member Transaction If They Forgot Their Card? ............................................................................................. 54

Provide My Staff with Royalty Rewards® Training? .......................................................................................................... 54

E‐mail My Members A Special Promotion? ...................................................................................................................... 54

Clean Up My Database? .................................................................................................................................................... 54

Get My “Lost” & “Inactive” Members to Come Back? ...................................................................................................... 55

Understand Who My Best Customers Are? ...................................................................................................................... 55

Need Additional Help? ...................................................................................................................................................... 55

Account Updates ................................................................................................................................................................... 57

Royalty Rewards® Updates Form ...................................................................................................................................... 58


Train Your Team

Training your team is one of the most important steps to running a successful Royalty Rewards® program in your business.

Schedule a staff meeting to introduce the Royalty Rewards® program. And have monthly, and bi=weekly meetings to keep them updated & excited!

Inform staff of the purpose of the program – ie. To reward guests for their loyalty, get them to return more often & spend more money, and get new customers just like them.

Educate staff on how this program relates to the success of the business and the stability of their jobs

Designate a Royalty Rewards® Program Administrator and arm them with the Royalty Rewards® User Guide

Arm your team with a New Member Sign Up Script and have them role play with each other

Review transaction processing, have each staff member perform a test transaction, and show staff the entire process of signing up a member (what to give back, what to explain, how to process that day’s purchase)

Incentivize your staff and post results! Offer a bounty for whomever finds a ‘Guest Preferred’!

Provide staff with access to the Royalty Rewards® Concierge Page and/or your Training Account Login information (details below) and require each of them to dedicate time to reviewing these training resources

Royalty Rewards® Concierge Page

The Concierge page is JAM PACKED with resources for you and your team to refer to at any time. To Access the Concierge Page: 1) Click on the Concierge Bell in the top right corner of your Royalty Rewards® Homepage OR 2) Click on the Training Login Link on the main Royalty Rewards® landing Page at www.royaltyrewards.com OR on the Merchant Login Page. (To do this, you will need your Training Account Login info. If you do not remember it, call your Royalty Rewards® Coach at 1‐888‐353‐5012.)


5 Recommended Daily Tasks

Five Things To Check Daily To Ensure Your Royalty Rewards® Program is On A Path To Success

Refer to page 19 of your Royalty Rewards® User Guide for an illustrated view of your home page and how to

access these areas.


1) Transactions Last 7 Days Refer to this page for valuable tips and advice to help you troubleshoot and maximize your success in this area. Use the worksheet on the following page to keep track of this daily task. Refer to Page 19 of your Royalty Rewards® User Guide for more details. Timely upload of transactional data is crucial to the success of the program. If the ‘Transactions Last 7 Days’ graph on your home page shows zero transactions for any day, there has likely been a problem with the data upload that needs to be resolved immediately (unless your business was closed).

If your transactions are not uploading:

Is your terminal and wand connected and functioning properly? Are your staff using it correctly? Is your terminal uploading daily? Aren’t sure? Call a Royalty Rewards® Coach at 1‐888‐353‐5012.

Is your team swiping loyalty cards on a regular basis? If this is a problem...

Remind your team and review the importance of asking each customer, “Do you have your Royalty Rewards® Card with you today”. Or tell them, “You’ve earned XX points this visit, would you like me to put this towards your award certificate?” The customer has joined this program and is expecting to be rewarded for each purchase. It’s our duty to remind them of this great benefit of visiting our business.

Create a simple way to measure loyalty card swipes by staff member and post this daily or weekly for your team to see. Review to and post the report available under Merchant, Merchant Reporting / Sales Report / Loyalty Sales Detail / Group By Employee

Add an incentive for your team or implement periodic contests to give this momentum. Is your team signing up new member on a regular basis? Without a solid membership base, your daily transaction count will be low. If the transactions showing represent a low percentage of your total transactions, your business should be focusing on increasing your member database.

If your terminal has been uploading, but you still have no transactions in last 7 days,

check the date and time on the terminal.

Make sure staff are processing a transaction for the member’s purchase on the day of sign up.

Have the Transaction Cheat Sheet close by.


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2) New Members Last 7 Days Refer to this page for valuable tips and advice to help you troubleshoot and maximize your success in this area. Use the worksheet on the following page to keep track of this daily task. Refer to Page 17, 39, & 40 of your Royalty Rewards® User Guide for more details.

Signing up new members to the program should be a continual focus and high priority for all staff. Members are crucial to the success of the program, and signing them up is the key to Royalty Rewards® success. If your ‘New Members Last 7 Days’ graph on your home page shows zero new members, there is a breakdown that must be addressed.

If your team is not signing up members, or is not signing up a reasonable percentage of your customers: Does your team understand how the program works? Refer to Page 4 of this workbook for more details. Does your team understand how important the program is to the business and how the success of the program

relates to their job? Refer to Page 4 of this workbook for more details. Have you implemented a New Member Sign Up Contest? Refer to Page 4 of this workbook for more details. Have you made New Member Sign Ups a measurement of your team’s performance? Refer to Page 41 of your Royalty Rewards® User Guide for details on a ‘New Member by Employee’ report. Are New Member Enrollments being entered into your database on a regular basis? Check with your data entry person to ensure the are entering new members correctly.




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3) Member Address/Phone Data Refer to this page for valuable tips and advice to help you troubleshoot and maximize your success in this area. Use the worksheet on the following page to keep track of this daily task. Refer to Page 19, 52, & 56 of your Royalty Rewards® User Guide for more details.

Address Data is a crucial part of the program. It the members’ Without Mailing Info’ numbers is high, and if complete address information is not being collected or entered into the system in a timely manner, your members will not receive the program benefits and your business won’t be able to leverage your database to its fullest. View this report to identify membership cards that have been handed out WITHOUT address info being collected OR without address info being entered. If this list is large – there is a problem. If these cards have high point balances or have earned awards, there is no way to fulfill their program benefits. FIX THIS FAST.

If the members’ Without Mailing Info’ numbers is high: Are New Members being required to complete an enrollment form BEFORE being given their new loyalty card? Members should be required to complete the form on site, not at home. Are New Member Enrollment Forms being double checked by your team to ensure they are completed? Are New Member Enrollment Forms being entered into your database completely and correctly? Is all data being saved? Are you using the ‘Verify Address’ button?

If the members on ‘Mail Hold’ numbers is high: Did the members actually request to be put on Mail Hold? Was the Mail Hold tick box checked off inadvertently?

If the members with ‘Cell Phone’ and ‘Cell Phone Permission’ is low: Do you offer Bonus Points on Enrollment Forms for new members to provide their cell phone information and permission?

Are your text message promotions valuable and timely? Or are they causing a high percentage of members to opt out? Are you asking for members cell phones in your Weekly email?




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4) Member Email Data Refer to this page for valuable tips and advice to help you troubleshoot and maximize your success in this area. Use the worksheet on the following page to keep track of this daily task. Refer to Page 19, 46, & 47 of your Royalty Rewards® User Guide for more details. Emails are a great, free tool to communicate with your members. Check this area and the ‘Email Status’ report (Refer to p. 47 of your RR User Guide) regularly. Keep in mind the ‘Lost in Cyberspace’ campaign is a great tool to entice members with invalid email addresses to provide up to date ones.

If the ‘Email + Email Permission’ total is low: Do you offer Bonus Points on Enrollment Forms for new members to provide their email address and permission?

If the ‘Email Hold/Output’ total is low:

Are your email message promotions valuable and timely? Or are they causing a high percentage of members to opt out?

If the ‘Undeliverable email’ total is high: Is your team double checking New Member Enrollment forms to ensure that email addresses are clear readable? The time to double check is while the New Member is still in your business. Are New Member Email Addresses being entered into your database completely and correctly? Is all data being saved? Is your data entry person being a tad sloppy?




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5) Member Campaign Activity and Trends Refer to this page for valuable tips and advice to help you troubleshoot and maximize your success in this area. Use the worksheet on the following page to keep track of this daily task. Refer to Page 19 of your Royalty Rewards® User Guide for more details.

Each tab – “At a Glance,” “Yesterday,” Current Month,” and “5 Month Average” all produce valuable reports that report on program and staff performance over time.

Yesterday – Provides a snapshot of yesterday’s activity. Have New Members been enrolled? Have Existing Members visited and had their loyalty card swiped? Are Campaign Promo Codes being captured during each transaction? Are Online Applications being verified and processed? Current Month – Provides a snapshot of the current month’s data and results with comparison to same time last year. Is your database is growing? Are Member Visits and Sales growing? Are Campaign Promo Codes being captures during each transaction? Are you utilizing the Email on Demand feature? Is your Online Applications Processing up to date?




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5 Recommended Weekly Tasks

Five Things To Check Weekly To Ensure Your Royalty

Rewards® Program is On A Path To Success

These items are recommended for weekly maintenance. If done weekly, they will ensure your database and marketing are as efficient as possible. If not, problems, errors, and bad habits will grow and correcting them will prove timely and overwhelming.


1) Merchant Error Transaction Management Refer to Page 91 of your Royalty Rewards® User Guide for more details.

The Error Transaction Management report identifies processed transactions that have been flagged as an error. Error Transaction Manger need to be reviewed WEEKLY to eliminate error transactions, keep transactions clean, and to keep member point balances up to date. Would you like a Royalty Rewards® Coach to perform this weekly task for you? If so, call 1‐888‐353‐5012 for further information on this service.

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See Concierge Page for Online Video Tutorial


2) Fix Transaction with Promotion Errors Refer to Page 92 of your Royalty Rewards® User Guide for more details. Accurate Promotion tracking is crucial to measuring the success of the program, determining which campaigns are most/least successful, and which need to be tweaked & tested. If this list is ignored, your ROI analysis and campaign reporting will be skewed and you will be unable to make informed decisions about your marketing.


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3) Undeliverable Emails Report Refer to Page 46 of your Royalty Rewards® User Guide for more details. Every email address on file is valuable. Errors are often caused by minor typos and can be fixed easily. If this is ignored, you miss out on free communication with these members.


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4) Customer Appreciation Survey Report Refer to Page 61 of your Royalty Rewards® User Guide for more details. THIS IS THE PULSE OF YOUR BUSINESS. This survey provides up to the minute feedback about your business, staff, services, and overall operations. Identify potential issues quickly and resolve them promptly with both employees and guests.


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5) Members Added by Date Refer to Page 39 of your Royalty Rewards® User Guide for more details. Check this report to quickly indentify and fix recent data entry errors.


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4 Recommended Monthly Tasks

Four Things To Check Monthly To Ensure Your Royalty Rewards® Program is On A Path To Success

These items are recommended for monthly maintenance. If done monthly, they will keep your database in top shape and allow you many opportunities to increase your sales and target your marketing dollars.


1) Review & Monitor Lost Members

Refer to Page 45 of your Royalty Rewards® User Guide for more details. The Lost Member Report shows at a glance the number of members who are ‘Lost’. ‘Lost’ is a member status that a member is set to after a set number of days past since their last transaction. Monitor this report monthly to identify potential problems with customer retention and employee operations. If members on this report HAVE visited, their transactions are NOT being recorded. Over time, if this list gets large and operational issues have been corrected, there might be a problem with customer retention as members are not returning.

If Lost Members are a growing part of your database, something should be done FAST to improve customer retention: Review Member Appreciation Survey Comments regularly to be aware of negative feedback from your

customers that you wouldn’t otherwise be aware of. Fix these problems immediately and respond to negative customers comments with an apology and an offer to make it right.

Review your Lost Member Campaign offers. Are they strong and compelling enough to get a Lost

Customer to Return? Review your team and team training process. Is your team treating and handling customers correctly?

What can they do to increase customer retention? Are they asking for and swiping loyalty cards?

Test sending an On Demand Email to your Lost Members to reactive as many as possible.

Do you recognize the members in this report? If so, why aren’t their cards being swiped? Do they have two

cards? (Check duplicate listing.) Check and clean up any “Guest preferred” that appear in your lost member list Have a print out of the Member Cross Reference report close by for those member’s that forgotten their cards

or download the Royalty Rewards® Wizard.

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2) Review Offers & Campaign Results Reviewing your Campaign Offers and Campaign Redemption Reports are both integral parts of running a

successful loyalty program. If your offers are not compelling and your campaigns are performing poorly, you

are wasting the potential of your Royalty Rewards® Program.

Use the Campaign Sales & Redemption Report by month to measure the success of your campaigns and your campaign offers. This report can be pulled for any campaign to report on a variety of in depth campaign statistics. Further, review your campaign offers regularly in conjunction with this reporting. Generate an ‘at‐a glance’ complete campaign report by clicking on the green ‘Campaign Settings’ button in the right hand side toolbar of your Merchant Service screen. Refer to Page 108‐111 of your Royalty Rewards® User Guide for more details on the various campaign reports available. To change your offers, please call a Royalty Rewards® Coach at 1‐888‐353‐5012.

If a particular campaign response has recently decreased: Does the decline in response correspond with an offer change? Have you tested a more compelling offer? Are your disclaimers too complex? Have you tested a premium giveaway? Is your team correctly processing promotions and capturing Campaign Promo Codes? Is your wand working?

Is your terminal uploading daily so that up to date redemption data can be reviewed?


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3) Point Bump Refer to Page 65 of your Royalty Rewards® User Guide for more details. A Point Bump allows you to ‘Bump’ up a group of members who are close to earning an award, to earn one! This function is a great tool for bootsing sales as it can be used in conjuction with the Point Bump Campaign to automate and regularly ‘Bump Up’ your members who are very close to earning an award. You can even turn on the ‘Point Bump’ Email notification and send your members an email each time you do this. This is a great tool to quickly boost sales and member visits.


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4) Duplicate Customer Listing

Refer to Page 64 of your Royalty Rewards® User Guide for more details. The Duplicate Customer Listing report allows potential duplicate member records to be identified, reviewed and merged. This activity should be done monthly to avoid duplicate/ extra mailings and postage costs. Duplicate records are bound to happen despite your best efforts.


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7 Recommended Quarterly Tasks Seven Things To Check Quarterly To Ensure Your Royalty

Rewards® Program is On A Path To Success

These items are recommended for quarterly maintenance. These tasks will provide an overall snapshot of your program and performance.


1) Review Merchant Service, Campaign Sales & Redemption Refer to Page 72, & 108‐111 of your Royalty Rewards® User Guide as well as Page 24 of this workbook for more details. Continually review your program setup to ensure it is reflecting your current business needs, goals and plans. Stay on top of campaign ROI, sales & redemption reports to determine which campaigns are performing well and which need attention.

Completed for Quarter Ending: Notes & Observations:

2) New Members by Month Refer to Page 40 of your Royalty Rewards® User Guide and Page 8 of this workbook for more details. Signing up new members to the program should be a continual focus and high priority for all staff. Members

are crucial to the success of the program, and signing them up is the key to Royalty Rewards® success. Review

this report to confirm database growth and set goals for membership growth.





3) Top Customers Refer to Page 38 of your Royalty Rewards® User Guide for more details. Have you ever wondered who your best customers are? How about your worst customers? This report will show EXACTLY that. This is an eye opening report that allows you to see who your best customers are and just how much they actually spend at your business. These Top Members should be known by name and be treated like Royalty. Identify exactly WHO is spending money the most money in your business. It may surprise you. Staff should recognize these members by face! Quiz them and give these members the best experiences possible.


4) NCOA Administration Refer to Page 66 of your Royalty Rewards® User Guide for more details. Stay on top of each NCOA processing to ensure your database stays clean and functioning optimally. The NCOA (National Change of Address) Registry is run against your database every 90 days in accordance with USPS regulations. Every 90 days, you must access your NCOA results and choose what to do with member’s address’ who have changed, are not valid, or have been forwarded. Detailed instructions can be found under “Forms” – “NCOA Instructions”.





5) Segmentation Report Refer to Page 88 of your Royalty Rewards® User Guide for more details. Unless you have specifically requested otherwise, your database will be segmented automatically, each quarter. The Segmentation Report provides a summary of your program segments, the members that belong to each, and the sales distribution among segments. This report can help you target offers, and identify your best segments. This is a great tool to identify your best customers and their characteristics. For example, look below at this sample report and see the 32.12% of this business’ sales are being generated by only 4% of their total active member base!!!!



After you’ve reviewed this report, capitalize on what you’ve learned!!

Call a Royalty Rewards® Coach at 1‐888‐353‐5012 to:

Update your campaign offers and send unique offers to each segment

Update your campaign postcard versions to send a unique postcard version to each segment. This

is an easy & simple way to help your team identify you BEST customers and give them the BEST service.

Award your Best Segments with multiple points per dollar spent on certain campaigns



6) Loyalty Sales by Month Refer to Page 81 of your Royalty Rewards® User Guide for more details. Review total loyalty card sales for the past 12 months. This is a great tool to set goals for the coming months and review dataset performance


7) Account Review Ensure a Quarterly Account Review is on your schedule. The Royalty Rewards® Coaches are a great tool to ensure your program is returning the best ROI possible, and to ensure you are using all the tools available.




5 Things You Just Absolutely, Positively MUST DO


1) Create & Maintain Member Interest Groups Member Interest Groups are available to help you further segment your database and market to member groups based on their Interests. You can create as many Interest Groups as you’d like, but before you do so, we recommend brainstorming which Interest Groups are most relevant and valuable in your target marketing. When you are ready to create your Interest Groups, call a Royalty Rewards® Coach at 1‐888‐353‐5012. You can even add these Interest Groups to your New Member Enrollment Form so this data can be added to their account during the data entry process. Member Interest Groups Examples: Seniors Send Seniors early bird specials, or campaigns with special senior offers or discounts! Students Invite students to events at your business that will interest them, or send them After‐ School Specials or packages. Seasonal Use this type of group to manage Seasonal customers, or Snow birds, who only visit your business during certain times of the year. Servicemen Send Servicemen special campaigns and recognize them at appropriate times of the year. Once a Royalty Rewards® Coach creates your Member Interest Groups, you will be able to assigned new members to Interest Groups during the data entry process, or by updating their member record.


2) Generate Social Review Site Comments The Member Appreciation Email & Survey is a GREAT way to keep a pulse on your business and your customers’ comments. To take this functionality a step further, use this survey as an effective way to build positive postings for your business on Social Review Sites. You can accomplish this be setting up your survey to ask customers (we will only ask customers who have ‘ALREADY’ indicated in their completed survey that they are ‘likely’ or ‘very likely’ to recommend your business to friends & family) to post comments on your social review site. To active this feature, follow these simple steps: Step 1: Access your Merchant Service Page by clicking on ‘Merchant’, ‘Merchant Service’ in the main toolbar. Step 2: Click on the blue, underlined link to ‘Social Media Links Manager’


Step 3: Enter your businesses Social Media links in the space provided. This is a very detail oriented task! Any errors will result in broken links and confused customers. If you would like help completing this task, please contact a Royalty Rewards® Coach at 1‐888‐353‐5012. Click Save.


Step 4: Scroll to the bottom of the ‘Merchant Service’ page and click on the blue, underlined

‘Appreciaton Email’ link under the ‘Marketing On Demand Camapign Section.

If you cannot find this link, or if the link is grey, please contact a Royalty

Rewards® Coach at 1‐888‐353‐5012.

Step 5: Scroll down to the ‘Upon completion request ‘Post your comment to?” section.

By selecting one of the Social Review sites available here, once your customers have completed the survey (remember, only customers who indicate in their completed survey that they are ‘likely’ or ‘very likely’ to recommend your business to friends & family) will be provided the option to post comments on the social review site you selected. Since we are not integrated with these review sites, members are requested to email you at the email indicated in the ‘Email Notification after posted comments’ field, to notify you of the posted comment. It is YOUR responsibility to review these comments and manually provide the Bonus Points for their posting. See next page for examples of what your customer will see once this feature is activated.


Here is a sample of the popup and/or email your customers will see after indicating in their survey responses that they are ‘likely’ or ‘very likely’ to refer you to Friends & Family:

Your email


3) Create a Member Testimonial Page The Royalty Rewards® Testimonial functionality allows you to search for Member Appreciation Survey comments that have been authorized for use as testimonials, edit those comments slightly, and post them to a URL automatically. This is a great tool to take advantage of your survey comments and create a testimonials webpage for your business in minutes! Keep these testimonials fresh by changing them often. Take full advantage of them, post them on Facebook, and in your business.


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Follow these simple steps: Step 1: In the main toolbar, select “Members” – “Member Reporting” – “Testimonials”



Step 2: Search for Member Appreciation Survey Comments that members have already authorized to be used in marketing as testimonials. Select a Start Date and End Date, then click ‘Search for Comments...’

Step 3: A list of Member Appreciation Survey Comments that members have already authorized to be used in marketing as testimonials will be listed. Review the testimonials carefully. Select 8‐10 that you think are appropriate for minor editing and posting on your Testimonial Webpage by clicking the ‘Publish on Testimonails’ Webpage checkbox, then clicking ‘Upload selected Comments’.

Awesome Service as always!


Step 4: Click the ‘edit comment above’ link for each testimonial you want to edit.

Step 5: Respectfully edit the testimonials so they are fit for publishing. The goal is NOT to edit the message of the testimonial, only make small changes in grammar, spelling, and context. Click ‘Save Comment Changes’

Appropriate Editing Example: Original Testimonial: “Awesome Staff and Management!” Edited Testimonial: “Los Gringos Locos Has Awesome Staff & Management!”


Step 6: Repeat Step 5 for each Testimonial you wish to edit. Once all comments have been edited appropriately, click the ‘Active’ button to publish the testimonial on your Testimonial Webpage. A Webpage URL is created automatically for posting on business webpage! Remember, no one can see this page until you link to it on your website!


Example Testimonial Page:


4) Send On Demand Emails Your Royalty Rewards® Account is equipped with our ‘On Demand’ Email portal that is available for your use at any time! This is a GREAT tool that is easy to use and will provide lots of value for you. Use the On Demand Email for a variety of reasons, including: To Market Special Events Send out Promotion Deadline/Expiry Date Reminders Promote Last‐Minute Deals & Specials Communicate Time‐Sensitive messages Much, much more! Follow the instructions on the following pages to send out an On Demand Email. If you need any help, contact a Royalty Rewards® Coach at 1‐888‐353‐5012.


Step 1: From your main tool bar, click ‘Campaigns’, ‘On Demand Manager’

Step 2: Click the red ‘ADD’ button in the right toolbar

Step 3: Select ‘On Demand Email’ from the drop down menu Click the red ‘ADD’ button in the right toolbar


Step 4: On Demand Email Setup: ‐ Name your On Demand Email (This name is only for your reference) ‐ Select the recipients (Members, Prospect, or Members & Prospects) ‐ Include “Forward a Friend” Email link, Yes/No ‐ Include ‘Points Away From An Award’ Message, Yes/No ‐ Select Point Factor, Ie. 1 Point for Every Dollar Spent, 2 Points for Every Dollar Spent ‐ Optional: Include an offer (If something is entered, it will be for internal reference only) ‐ Optional: Include an expiry date (If something is entered, it will be for internal reference

only) Click on Save changes & Proceed to next Step.


Step 5: On Demand Email Template: ‐ Custom Template‐ Please Contact Royalty Rewards ‐ Custom Header‐Please Contact Royalty Rewards ‐ Ready To Go Template. (Tips: Choose a template that goes with your campaign, E.g. Valentines Email‐

‐ Done For You Header ‐ Blank Template

Save Changes & Proceed To Next Step


Step 6: On Demand Email Design ‐ Subject Line

Tip: Create a subject that is compelling and intriguing that your members will want to open. Ex. Triple Points October)

Tip: Click the ‘Merge’ button to merge in the recipients First Name ‐ Body of the Email:

Tip: Include merge fields, compelling copy, an offer, and expiry date Save Changes & Preview Your On Demand Email OR Save Changes & Proceed to Next Step


Step 7: On Demand Email Testing ‐ Enter your email address to receive a ‘Test’ email before final processing. Click ‘Test’


Step 8: On Demand Email Selection ‐ Select specific criteria for your email recipients and review the # of email recipients. ‐ Once selected, Click on Save Changes & Process Email


Step 9: On Demand Email Production ‐ Send your Email by clicking on the Blue ‘Start Process’ button. ‐ Your MOD email will be sent to all recipients within minutes


5) Understand All The Ways to Process & Member Transaction

Royalty Rewards® provides MANY ways for you to simply and easily process member transactions. Please familiarize yourself with this list and these processes so you are always equipped to process your members transactions.

1. Scan or Swipe a Member Loyalty Card 2. Scan a Postcard Or Award that is redeemed by a member 3. Scan a Member StikTuit™ 4. Scan The Member’s Record on the Printable ‘Member Cross Reference Report’ (see Page 35 of the Royalty Rewards® User Guide for more details) 5. POS Integration – We’ve integrated with the following POS providers:

ALOHA

MICROS

PosiTouch

EZ Win

Digital Dining (pending)

HealthSource

RO Writer

Mitchell Shop Manager

Catapult POS.

CounterPoint POS

Givex POS (pending and actively working on) 6. Scan a Member’s Barcode in their Smartphone App 7. Via Royalty Rewards® Live

Royalty Rewards® Live provides limited system access to your member data, perfect for an iPad, tablet, or laptop

8. Via the Royalty Rewards® Wizard


Where Do I Go When I Need To... Following are a list of frequently asked questions our Coaches receive. Remember, when in doubt; call a Royalty Rewards® Coach at 1‐888‐353‐5012.


Increase My Return On Investment (ROI)?

Review my Campaign Sales and Redemption Reports o Page 27 in the Workbook o Page 108‐111 in the User Guide

View my current campaigns, offers and disclaimers o Page 87 in the User Guide

Change my Current offers o Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012

Complete an Account Review to get further insight into my account o Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012

Activate Easy Promotions That Will Increase Member Visits?

Complete a point bump o Page 25 in the Workbook o Page 65 in the User Guide

Complete a Seasonal Mailing o Available on your Royalty Rewards® homepage under Quiklinks / Current Seasonal Postcards

Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012 o Ask about many additional campaigns that can be activated

See What My Customers Are Saying About My Business?

Review my Survey Results o Page 20 in the Workbook o Page 61 in the User Guide

Ensure I am offering points for Social Media Reviews o Page 34 in the Workbook


Process A Member Transaction If They Forgot Their Card?

Print off my Member Cross Reference Report that includes a list of my customers with scan‐able barcodes

o Page 35 in the User Guide

Use Royalty Rewards® Live

Use a Royalty Rewards® Wizard

Offer Royalty Rewards® App for next visit

Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012 for help with any of the above

Provide My Staff with Royalty Rewards® Training?

Visit the training content on the Royalty Rewards® Concierge page

Let them read the User Guide or work through this Merchant Workbook

Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012 for training

E‐mail My Members A Special Promotion?

Send an on demand e‐mail campaign to members and/or prospects o Page 43 in the Workbook o Page 105 in the User Guide

Ensure I am updating my weekly e‐mails with current content and promotions

Clean Up My Database?

Update members listed as a Guest Preferred / Without Mailing Info o Page 10 in the Workbook o Page 52 in the User Guide


Clean up any duplicate member records o Page 25 in the Workbook o Page 64 in the User Guide

Administer to my NCOA Results o Page 66 in the User Guide

Get My “Lost” & “Inactive” Members to Come Back?

Ensure I have my Lost campaign turned on o Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012

Review my Lost members reporting o Page 23 in the Workbook o Page 45 in the User Guide

Send an on demand e‐mail campaign to Lost/Inactive members o Page 43 in the Workbook o Page 105 in the User Guide

Complete a Seasonal Mailing to my Lost/Inactive members o Available on your Royalty Rewards® homepage under Quiklinks / Current Seasonal

Postcards

Understand Who My Best Customers Are?

Review my Top Customer Report o Page 28 in the Workbook o Page 38 in the User Guide

Review my Segmentation Report o Page 29 in the Workbook o Page 88 in the User Guide

Need Additional Help?

How can I tell if a member received their welcome, birthday etc. postcard?

How can I see if an award was issued and for how much?

How do I update a member’s address, phone # etc.?

How can I find the promo code for a particular campaign?


How can I reverse or edit a transaction?

How can I find a member’s e‐mail address?

How can I see when a member joined the program?

How can I turn off a member?

Please call one of our friendly Royalty Rewards® Coaches

at 1‐888‐353‐5012. We’re Here For You!


Account Updates

If you are interested in any of the account updates outlined on the following Updates Form, please fax the completed form to 1‐800‐253‐1633 and a Royalty Rewards® Coach will follow up with you.


Royalty Rewards® Updates Form

Fax this completed this form to 1‐800‐253‐1633 and a Royalty Rewards® Coach will follow up with you.

Name: Merchant:

The best day/time to call me is:

Website Signup Integration Custom Signage Package

New Signage Users: $100 (Plus Actual Cost Shipping and Handling) You will receive a $100

rebate when we receive a digital photo of all of your signage in use.

Choose up to 4 Total:

Ceiling Danglers 24" x 48" ‐ I would like: _____

Posters Approx. 27" x 38.5" I would like: _____

Window Clings Approx. 27" x 38.5" I would like: _____

Add Ons: Table Tents (50) = $147

Replacement Signage: If you already have custom signage you qualify for new signage at special

pricing – any two signs for $97 plus S/H (no rebate)

Dual Phone and Internet Terminal Magic Wand Scanner ($97 each) POS Integration – my system is: ___________________________________________‐ FREE Access to Royalty Rewards Live™ Royalty Rewards Wizard™ ($97 each) Lost Campaign FREE Lost Email Point Bump Weekly Email Trivia option (instead of the joke) for Weekly Email Friendly Reminder Customized Email Header On Demand Email – Show Me How On Demand Email – Write One for Me ($147) Turnkey Programs

1. Newsletter 2. Kids Club 3. Other: _________________

Member Appreciation Survey Activation and Email Notification Update Social Media Library Testimonial Selection FREE Twitter Address Facebook Page Link Birthday Email Turnkey Promotions:

Vehicle Inspection Milestone Anniversaries

Double Points Thanksgiving


Custom Scratch Off No Peeking Milestone Birthdays

Update My Program Postcards Add My Logo to Postcards Add My Logo to Electronic Media Custom Cards with Key Tags and Enrollment Forms Custom Postcard Custom Branding Package

o BASIC ‐ $397 Redo Signage and All Electronic Branding (Email Banner, Email Template, Survey Banner, Friendly Reminder Banner) Upload Your Logo, PLUS 1 Custom Postcard (plus s/h)

o DELUXE ‐ $547 All of above PLUS 2nd Custom Postcard (plus s/h) Yes, Have Royalty Rewards Alliance™ deliver new customers to my business, and have my business

listed on other Alliance member's awards at no cost to me. Yes, I want to earn commission as an affiliate for referring other businesses who join Royalty Rewards®. FREE Account Review Member Update Notification Email Send Me a Quote for Cleaning My List For Me Interest Groups Purchase Pattern Groups Quarterly Segmentation and Annual Demographic Profiling Segment Star Identification On Postcards Optional Marketing

Belated Birthdays Cardholder Anniversary Anniversary Missing Birthday Half Anniversary Missing Email Half Birthday Welcome Bounceback

Postcard to Existing List Not Enrolled Yet Custom Survey Turnkey Social Media, Facebook and Twitter, Google Places Internet Marketing – Michael Thibault Mobile Webpage ($497 Creation, Activation and Code for Redirection) Texting & Mobile Campaign Page (Incl. Call Ahead Seating or ‘Your Car Is Ready’ Option) One time $147 each

New Customer Acquisition Birthday (One time $497 Data Analysis Includes Custom Postcard Design and Setup (Over $2000 Value) plus 90 cents printing and 44 cents postage (2 month minimum, 300 per month)

USPS Every Door Direct Mail to Get New Customers including mapping of your customers and mail route selection

Please call me about:

Fax This Form to 1‐800‐253‐1633

Firepower Marketing Inc. dba Royalty Rewards® 1124 Fir Ave # 161 Blaine, WA 98230‐9702 Phone: (888) 353‐5012 Fax: (800) 253‐1633 Website: www.royaltyrewards.com Email: [email protected] © 2013 Firepower Marketing Inc. ALL RIGHTS RESERVED No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by any informational storage or retrieval system without express written permission from the publisher. This material cannot be sold in any form whatsoever. This material is not to be shared with anyone outside of your personal business. Civil and criminal penalties apply to copyright violations.

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