Ten Lifestyle Group Plc · LSE:TENG
Ten Lifestyle — Investor Day (March 2022)
35 slides from Ten Lifestyle's investor day presentation, March 2022
Slide 1: Agenda
1 1 Agenda • Introductions and Status • Product & Technology • Platform demo • Content • Proposition development • Growing existing clients • New clients / verticals • Discussion TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All rights reserved.
Slide 2: Investment Case
2 Investment Case Established Improving market leader Growth profitability • • • Sustained revenue, proven Long-term, well retained Driven by technology and ability to activate Members corporate contracts, global operational efficiencies from a growing eligible HNWI / affluent member base, a strong
Slide 3: Ten's Growth Engine
3 Ten's Growth Engine Growing Proposition, Profitability and Scale Watch the Growth Engine video at www.tenlifestylegroup.com/investors/ TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All rights reserved.
Slide 4: Ten Product: an overview
Ten Product an overview November 2021
Slide 5: Ten platform dining screenshot
TEN — eet ining entertainment events offers experiences inspiration PL Exceptional Dining. Reserved for yo Hs Priority access and prime-time tables held aside at the world’s best restaurants ~ y, ble only for you Q search by name or tocatio 18th Nov Ji am flexible Our selection for you TeN Travel Di
Slide 6: Ten Platform overview
6 Ten Platform overview • Multi-tenanted and mobile-friendly web application • 350,000+ activated users • 344 instances in existence today • 19 languages • 39 currencies • 54+ countries • Transactional and ecommerce (PCI DSS Level 1) • Enriched with inspirational editorial content • Able to geo-loca
Slide 7: Customisation
Customisation Our Platform is flexible, and we can create multiple versions of the Platform to tailor the digital experience to different client segments. • Modules and sub-modules can be on/off • Full white labelling / branding capabilities • Languages, currencies and home markets • Content and ass
Slide 8: Examples
Examples <> <@,, VISA
Slide 9: Example of Single Sign On (SSO)
Example of Single Sign On (SSO)
Slide 10: Preferences
10 Preferences • Follow artists • Favourite events & shows • Favourite restaurants • Favourite hotels • Special occasions • Travel plans & destinations • Special interests • Profile building
Slide 11: WhatsApp and Webchat
WhatsApp and Webchat Chat channels available • Webchat through Ten Platform • WhatsApp Chatbot capabilities • Chatbot intelligent request routing • Chatbot FAQs • Chatbot brief taking (in development) • Chatbot contextual proactivity (in planning)
Slide 12: Ten Platform Demo
12 Ten Platform Demo Prepared for [CLIENT NAME]. © Copyright Ten Lifestyle Group 2021. All rights reserved. LIVING ×
Slide 13: A new era of internal tools
13 A new era of internal tools Our internal tools, Ten MAID and Ten Travel System are undergoing major optimisations and upgrades. Our aim is to improve the employee experience whilst making our Lifestyle Managers >10% more efficient. This would save the business c. £2m pa, whilst improving service
Slide 14: Bullseye routing
14 Bullseye routing The aim of bullseye routing is to get the member to the right Direct-to-LM (trialing now) LM as immediately as possible, as often as possible. Via IVR and other methods, the member can specifically elect which Lifestyle Manager, or team, Bullseye Routing will assign the call to a
Slide 15: CX: Journey Design
CX: Journey Design In the last two years, we have invested heavily into CX by designing and implementing data and insights-driven new member journeys, whilst optimizing existing ones, here are two examples: Onboarding journey Recovery journey Series of communications, features and proactivity design
Slide 16: Content & Communications
Content & Communications We combine creativity and data to provide a tailored content and communications service for clients seeking to reach, influence and resonate with high and ultra-high net-worth individuals.
Slide 17: 7 million+ HNWI/UHNWI lifestyle data points
7 million+ HNWI/UHNWI lifestyle data points
Slide 18: Who we are
Who we are 7 Email specialists 29 Writers, creatives and media producers 8 20+ Senior content and Translators/writers comms managers
Slide 19: In numbers
In numbers 10k+ Restaurant reviews 309 Travel & Lifestyle guides +25% 25 Articles yoy Digital magazines 10 mil CRM Email sends pa
Slide 20: Access to talent
Access to talent We regularly interview A-list influencers and experts to create the most engaging, thought-provoking, original and authoritative content, including: • Celebrity chefs Christian Louboutin, Heston Blumenthal, designer chef • Restauranteurs • Hoteliers • Fashion designers • Interior de
Slide 21: Our guides and magazines increase conversion rates by almost a third
30% Our guides and magazines increase conversion rates by almost a third
Slide 22: Our results
Our results People reading our articles are 3x more likely to convert Our general Members emails who read have ango guides average on to open rate make 38%of and conversion 39%bookings more and spend rate more 16% of 1.6% Our targeted emails have an average open rate of 70% and conversion rate of 15
Slide 23: Stay Active
Stay Active Requesting members receiving at least one email/month who are requesting a year later 75%
Slide 24: How many mails?
4 How many mails? Four emails per month drives optimal usage. (7-18 requests/year)
Slide 25: Introducing our new content agency
Introducing our new content agency In June 2022 we launched Content x Ten, our new content agency to provide content solutions for current and prospective clients seeking to reach and influence U/HNWIs. • New business in FY 22 so far (Medium contract) • A ready supply of ‘warm’ financial clients plu
Slide 26: Our Revenue Model
27 Our Revenue Model Typical Contract High-touch Requests ££ Per High-touch Supplier revenue 8% Digital Requests £ Per Digital Total Corporate Client Revenue Corporate revenue 92% Long term contracts often with agreed minimums TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All right
Slide 27: Overview of categories
28 Overview of categories Dining Entertainment Travel Retail & Events Inspiration Book Club • Priority access and • Access to the best seats, • Exclusive benefits at • Exclusive offers on • In depth destination • Exclusive audiences exclusive benefits at best packages and face over 3000+ 4* /5* prem
Slide 28: Our Corporate Clients
29 Our Corporate Clients Visa RBS/NatWest HSBC DNB (Norway) Maserati RBC Credit Suisse City National SEB Coutts American Express CIBC Rakuten Bank Mastercard Barclays St James’s Place SMBC ABSA Bank of China Merrill Diners Club Tokyo Maserati St George Westpac Lynch SuMi AlphaCard SwissCard Scotiaba
Slide 29: Active Member Penetration evolution
30 Active Member Penetration evolution “New” (<3 years) Developing (3-6 years) Optimum (>6 years) New clients are ‘white Increasing ‘proof’ grows Ten becomes a hero space’ or replacing budgets and turns Ten benefit and integrated competition. from ‘cost’ to ‘ROI part of the total corporate Penetrati
Slide 30: Member Activation toolkit
31 Member Activation toolkit Brand Advisor Social Media Print Mail Drops Marketing Advocacy Influencers Banking Apps Mobile TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All rights reserved.
Slide 31: B2B Marketing
32 B2B Marketing ATTRACT CONVERT CLOSE GROW Target Visitors Leads Clients Promoters Prospects ` Social Forms CRM Account Loyalty metrics Blogs Calls to Action Email Keywords Landing Pages Growth & Innovation Targeted sessions Workflows consultations TENG Capital Markets Day. © Copyright Ten Lifestyl
Slide 32: Investment in our B2B marketing
33 Investment in our B2B marketing TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All rights reserved.
Slide 33: Client growth
34 Client growth TENG Capital Markets Day. © Copyright Ten Lifestyle Group 2022. All rights reserved.
Slide 34: Digitization and 'digital first'
35 Digitization and ‘digital first’ Digital transformation Automation of request servicing • Fully-automated requests increasing • 70% of requests are now serviced using automation 100% (2020: 63%) • Record levels of requests from engagement emails and via chat, WhatsApp or on the Ten Platform Digit
Slide 35: Discussion
Discussion ×