N E X T G E N C U S TO M E R E N GAG E M E N T T U E S D AY, F E B R U A R Y 1 1,

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1 N E X T G E N C U S TO M E R E N GAG E M E N T T U E S D AY, F E B R U A R Y 1 1,

2 COPYRIGHT NOTICE The copyright law of the United States (Title 17, United States Code) governs the making of photocopies or other reproduction of copyrighted material. Under certain conditions specified in the law, libraries and archives are authorized to furnish a photocopy or other reproduction. One of these specified conditions is that the photocopy or reproduction is not to be "used for other purpose than private study, scholarship or research." If a user makes a request for, or later uses, a photocopy or reproduction for purposes in excess of "fair use," that person may be liable for copyright infringement. DISCLAIMER The opinions of the contributors expressed herein do not necessarily state or reflect those of the National Association of Convenience Stores. Reference herein to any specific commercial products, process, or service by trade name, trademark manufacturer, or otherwise, shall not constitute or imply an endorsement, recommendation, or support by the National Association of Convenience Stores. The National Association of Convenience Stores makes no warranty, express or implied, nor does it assume any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, product, or process described in these materials.

3 MAGNAR MØKKELGÅRD VICE PRESIDENT REITAN AS

4 Reitan Convenience: Social media and mobile technology that drives customer loyalty and enhances customer service

5 Introduction and History

6 The Reitan Group in per cent ownership by the Reitan family Grocery and Convenience Retailing, Fuel and Energy, Logistics, Distribution, Real Estate, Manufacturing, Finance, Trade stores in seven countries Annual sales over USD 12 billion EBITDA of USD 660 million employees

7 2 Minute movie short: «Kunden er vår øverste sjef_reitangruppenfilm_engelsk»

8 REMA 1000 Ole Robert Reitan, CEO The Reitan Group Reitan Convenience Magnus Reitan, CEO Odd Reitan, CEO Reitan Eiendom (Real Estate) Ingolv Høyland, CEO The Uno-X Group Vegar Kulset, CEO REMA 1000 Narvesen E.C. Dahls Eiendom Uno-X Automat REMA Industries 7-Eleven REMA Eiendom Uno-X Energy Pressbyrån Reitan Ejendomsudvikling Uno-X Lubricants R-kioski Uno-X Eiendom Uno-X Full-service R-kiosk NHP Lietuvos Spauda

9 Our Vision The Reitan Group shall be known as Scandinavia s most value driven company

10 Heading 1. We Will Fulfill the Company s Business Idea 2. We Keep a High Business Moral 3. We Shall Be Debt-Free 4. We Shall Encourage a Winning Culture 5. We Shall Think Positively and Proactively 6. We Talk With Each Other - Not About Each Other 7. The Customer is Our Ultimate Boss 8. We Shall Have Fun and Be Profitable Our Values

11 1 Minute movie short: «Core Values» English m logo2 NY

12 Reitan Convenience 2013 Market Leader in Seven Countries 2,500 stores in seven countries Strong brands market leader Annual sales of USD 2,5 billion EBITDA of USD 135 million 17,000 employees

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14 Number of Stores Total NORWAY SWEDEN DENMARK LATVIA FINLAND ESTONIA LITHUANIA

15 Narvesen

16 Købilde Narvesen

17 Pressbyrån

18 7-Eleven

19 1 Minute movie short «Store tour - 7-Eleven Byporten Norway» 7-Eleven byporten

20 R-kioski

21 Applications, Social Media and Mobile Technology

22 The Norwegian 7-Eleven App

23 The Coffee Inspector

24 1 Minute movie short 7_Eleven_Coffee_Inspector_480p

25 Success! After two months the app was a success: 25 % increase in coffee sales compared to last year 50 % of all coffee bought was rated The best store has ratings alone and the best average score 4.9

26 Propane Gas Car Wash DallasBurger Other Active Loyalty Cards 7-Eleven and Shell/7-Eleven: Frozen Yogurt Shell/7-Eleven only:

27 The Turtle Wash Club All members are registered with a «home store». Each store can SMS the customers mobile coupons with special offers when there is little activity in the carwash a or tell them about new equipment or services. We can use the app to promote special campaigns or give special offers to the frequent users.

28 NARVESEN ID - Latvia

29 What is NARVESEN ID? Loyalty???? Entertainment Mobile payments Personalized communication

30 NARVESEN Latvia - Mobile App and Web Support Apps live from 1st of July E-sticker balance E-sticker transfer to a friend Campaign product «wish list» Last transactions Nearest store finder Multiple Narvesen ID combination (collect together)

31 External Communication: 7-Eleven on Facebook

32 Quizes Related to events, new products and activities sponsored by suppliers Contests Photo contests (e.g. Halloween) Charity Join us in supporting X charity 7- Eleven Deals The Check-in Deal feature on Facebook (among the first in Norway to use it) Promoting Store Openings etc. Magnus on Facebook Internal communication Key Facebook Activities

33 Example: Check-in Deals

34

35

36 Apps Loyalty Program

37 Facebook Globetrotter Denmark Did you see something on your trip around the world, that would be perfect for 7-Eleven Denmark? Tell us about it! So far 18 ideas have been launched in our stores!

38 Internal Communication And Training 4 Internal communication

39 E-Learning for Superior Customer Service

40 Advantages: A cost and time efficient way of training many employees at a time Available 24/7 Can be repeated when needed Ensures that all employees have the same educational platform Newly employed people can get ready to work fast Ability to control the «educational level» of our franchisees and their employees. E-learning Highlights

41 Magnus on Facebook

42 Why Facebook? A personal, informal and targeted way of communication Strengthening relationships with and between employees and partners, through text, pictures and videos Reaching those that are hard to reach: salespeople, young and part-time working employees, suppliers and distributors Bilingual communication: We operate two almost identical pages - one in Norwegian and one in English, covering seven countries

43 The page acts as a social intranet, intended for staff and affiliates Launched in October 2010.The very first post? A visit from 7-Eleven Inc.! As per January 2013: 2,400 followers Average reach of posts per week: 10,000 views Basic Facts

44 What Do We Share? Success stories we are proud of our people! Examples of our values in practice News articles and current affairs Behind the scenes footage from board meetings, conferences and events Major campaigns and products - sharing best practice across boarders Milestones and causes for celebration

45

46 Out of the Box NULÄGE KANELREJSET V Bullogram - Sweden

47 Bullogram (Bun-o-gram) A service where Swedish customers can send cinnamon buns to each other In October 2013 a Swedish bakery supplier launched cinnamon buns with pink sugar to support the cancer fund. From the Bullogram web page, customers could send their friends a code that was received as an SMS with a code. The code could be redeemed at any Pressbyrån store In total 5,4 million buns were sold during the period.

48 Pressbyrån (the Press Bureau) Sweden: How to get all kinds of media to write about you by just by playing around with the name of a 100 year Swedish institution. The Correct Logo The Ice Cream Bureau The Hot Dog Bureau The Cinnamon Bun Bureau The Banana Bureau

49 From Narvesen to Narvesen Norway - Part of the Narvesen app Summer 2013! Visit as many Narvesen stores as you can during your summer vacation and scan the digital loyalty card in the app Get a small award for every 5th store you visit

50 The Whole Trip Week The Winner Visited 155 Stores!

51 Thank You For Your Attention

52 N E X T G E N C U S TO M E R E N GAG E M E N T T U E S D AY, F E B R U A R Y 1 1,