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Starwood Request for ProposalMerchandise Fulfillment:

Starwood employees and B2B Loyalty Program Members

January 22, 2014

Company Information

a. Company Overview

Please provide a brief overview and history of your company.

Maritz was founded in 1894 as a fine watch and jewelry manufacturing company by Edward Maritz. After the stock market crash of 1929, Maritz began selling gold watches to large companies for sales incentives and employee service awards. In 2001, Fortune Magazine gave Maritz credit for inventing the incentive industry. We transformed into a leading provider of performance improvement services including employee engagement, incentives, consumer loyalty and rewards.

Maritz is comprised of three core business units: Maritz Motivation Solutions, Maritz Research and Maritz Travel. W. Stephen Maritz is the primary shareholder and CEO and fourth generation of the Maritz family to lead the business.

Within the Motivation Solutions business, Maritz provides solutions for sales representatives, employees, channel partners and consumers across many industries including: Hospitality, Telecommunications, Technology, Manufacturing, Business Services, Financial, Automotive, Retail and Healthcare.

Our mission is simple: to create better business and better lives by understanding and motivating people.

How long have you been in business?

Maritz was founded in 1894 and has been in continuous operation since that time.

How many employees do you have? Please provide an overview of your company’s organization structure.

Across Maritz we employ 3,200 employees. Within Maritz Motivation Solutions we employ 790 employees. Please see attached organizational chart for an overview of our structure.

Where is your headquarters located?

Maritz Motivation Solutions 1400 S. Highway DriveFenton MO 63099www.maritz.comwww.maritzmotivationsolutions.com

Where do you have offices?

Maritz has sales offices located throughout the U.S. We also have a global partnership model to deliver services in support of reward and recognition programs outside the U.S. We have 20

Copyright 2012 Maritz 1

http://www.maritzmotivationsolutions.com/

http://www.maritz.com/

partners with corporate offices in; Argentina, Brazil, Canada, Columbia, Costa Rica, Germany, Hong Kong, Mexico, Panama, Peru, Russia, South Africa, Switzerland, Turkey, UK, and Venezuala. These partners offer 58 shipping points and 29 customer service locations that cover 235 countries and territories across the globe.

In addition, Maritz Market Research has seven offices in the U.S. plus offices in Toronto, UK, Germany and China.

In addition to individual sales offices, larger branch office locations in the US are listed below:

104 Carnegie Center, Suite 204Princeton, NJ 08540

1735 Market Street, Floor 4Philadelphia, PA 19103-7501

1 Mohegan Sun Blvd. Uncasville, CT 06382-1355

3650 E Post Rd, Ste J Las Vegas, NV 89120-6297

1000 Town Ctr, Ste 1200 Southfield, MI 48075-1228

20285 S Western Ave Torrance, CA 90501-1310

What are your hours of operation?

Our office hours of operation are M-F 8:00am – 5:00 pm CST. Our U.S. Customer Service hours are M-F 7:00am – 7:00pm CST. Global customer service provides in-country and/or in-region support and expertise during local business hours.

Please provide your company’s most recent annual sales figures. What percent of those sales can be attributed to recognition programs?

Maritz Holdings: $1.26 billionMaritz Motivation Solutions: $269 million

Within Maritz Motivation Solutions, 40% of our revenue is attributable to incentive and recognition programs. The other 60% of our revenues come from marketing and reward fulfillment of consumer loyalty programs, primarily in the hospitality and financial sectors.


Please list all licenses and certificates you currently hold.

At Maritz, we have established policies and procedures that comply with the industry/markets where we serve as well as protect our clients. Servicing the automotive, financial, pharmaceutical, technology and telecommunications sectors, we are aware of the importance of regulatory and security compliance issues faced by our Fortune 500 clients.

Across Maritz we have more than 700 IT professionals who service our customers and their in-house hosted applications. We have established processes to be in compliance with PCI, SAS70, HIPPA, and other regulations in the markets where we serve. Maritz Infrastructure Technology group is ISO 9001:2001 certified and is focused on protecting the information assets of our customers. As a service provider to our customers, we believe that managing your program is also managing your reputation. Maritz is committed to providing the highest level of service and protection in the industry.

Maritz currently has approximately 34 PMP Certified Project Managers across the company. Maritz also has 19 CRP (Certified Recognition Professionals) through Recognition Professionals International (RPI) across the company.

ISO 9000 Registration 2007, Maritz Research and Maritz Global Technology Services

b. Clients and partnerships

Please name some key clients and provide client references.

Caesars Entertainment Corporation Terry Byrnes – Vice President Total ServiceOne Caesars Palace DriveLas Vegas, NV 89109(702) [email protected]

A reward and recognition program for over 70,000 employees and a proven success story on how increased employee engagement has resulted in higher guest satisfaction.

Southwest AirlinesJonathan Clarkson - Director of Rapid Rewards2702 Love Field DriveDallas, Texas 75235*Interview arranged upon request

A consumer loyalty program for Southwest Rapid Rewards More Rewards credit card members and a story of ongoing growth and partnership.


mailto:[email protected]

Novartis1) Danya Norton - Global Head, Recognition & EngagementNIBR HR Talent & Culture250 Massachusetts AvenueCambridge, MA 02139(617) [email protected]

2) Donna Horowitz - Associate Director, Global Comp & BenefitsNovartis Consumer Health, Inc.200 Kimball DriveParsippany, NJ 07054-0622(973) [email protected]

A complex employee recognition and engagement solution on a global scale.

Please provide a list of all travel/hospitality clients you have worked with in the past, and indicate which ones you have provided merchandise fulfillment services to.

Maritz is currently partnering with almost every hospitality brand. While this allows us a greater understanding of the unique needs of the industry, our partnerships are driven by nondisclosure agreements, and our teams operate under the strictest confidentiality with regard to client goals and solutions. We currently provide merchandise and fulfillment services to:

Marriott – Marriott Rewards US and global merchandise fulfillment and recognitionHilton – HHonors US and global merchandise fulfillment and promotions; employee recognition programWyndham – Wyndham Rewards global merchandise fulfillmentIntercontinental Hotels and Resorts – IHG Rewards Club US and global merchandise fulfillment; Vacation Club sales incentivesHyatt Hotels and Resorts – Gold Passport employee incentives, including merchandise fulfillmentSouthwest Airlines– More Rewards loyalty program, including merchandise and international travel fulfillmentCaesars Entertainment – Employee reward and recognition and consumer merchandise fulfillmentLas Vegas Sands – Grazie merchandise fulfillmentFairmont – Consumer award promotion fulfillment




Have you ever/do you currently provide products or services to Starwood? If so, please describe.

We do not currently provide services to Starwood. However, Maritz Travel Company is a strategic partner with Starwood, purchasing over 365,000 room nights at $73 million in revenue in 2013.

Please describe the strategic customer partnerships you have in place and the size of customers, services, products, and locations served by those partnerships, both domestically and internationally.

Maritz services over 200 clients domestically and internationally, providing the following solutions: Channel Loyalty, Sales Incentives, Consumer Loyalty, Employee Engagement and Recognition and stand-alone Rewards and Fulfillment. Again, our client base spans multiple industries including Hospitality, Retail, Automotive, Healthcare, Financial Services, Technology and Telecommunications. The size of our customers ranges from hundreds of employees to millions of consumers.

c. Key strengths and achievements

What are your strengths?

Maritz gets business results by putting people at the center of our programs and creating memorable experiences at every step of the journey. We help clients unlock the power of their business strategies by unleashing the potential of their people through understanding, enabling, and motivating employees, channel partners, and customers. This drives better business results.

Maritz provides complete engagement solutions that include the components of: Participant insights/research and people principles Rules structuring Attention strategies Goal setting strategies Feedback Reward solutions Analytics and results measurement


We act as a consultant and a partner to help design effective strategies based on best practices, industry trends and people principles. We also strive to provide the best value, cost efficiencies, and savings for maximum value to our clients.

For almost eight decades, Maritz has been providing high quality rewards backed by world class customer service; we have provided this same service globally for over 20 years. Maritz offers the most robust and compelling rewards in the industry coupled with experienced merchandisers who know the latest industry trends both in the US and globally. Our buyers study retail and consumer buying patterns, know the current hot brands and know what’s coming in the future by attending industry tradeshows such as the Consumer Electronics Show (CES) in Las Vegas and The Toy Show in New York.

Maritz’ Buying Team has developed longstanding vendor relationships and true business partnerships, including exclusive partnerships, allowing us to source from hundreds of brand-name merchandise reward manufacturers, distributers, and retail merchants.

Maritz Client Merchandisers will work directly with Starwood to understand your people, program goals, earning potential and corporate initiatives. The merchandiser will engage with Starwood through every phase of the program to ensure that we are offering the optimal reward mix—both in the US and abroad—that delivers a strong value to the achiever.

Maritz has a reward fulfillment and customer service infrastructure already in place across the globe that is unmatched in the industry. Our “white glove” approach is demonstrated in every contact we have with your employees and loyalty program members. We utilize partners across the globe that have been carefully selected for their ability to deliver a reward experience, not just ship an item.

Highlights of our fulfillment expertise include: 99% accuracy rate 99%+ availability of redemption web site 97.4% of reward shipments incur no duties or customs 235 countries in which we are able to deliver rewards 58 shipping points 29 customer service locations 20 catalog and customer service languages 75 million units shipped annually Ship one award globally every 2.45 minutes

What differentiates you in the marketplace?

Maritz has been in the reward and recognition industry for over 100 years. We have a dedicated team focused on incentives, loyalty, service anniversary, retirement and recognition programs. We offer the most robust and compelling rewards selection in addition to our fulfillment and customer service capabilities that are unmatched in the industry. We fulfilled over 75 million awards last year alone.


Our key differentiators include the following:

1. We have established the Maritz Institute that builds relationships with academics, neuroscientists and business leaders, to translate learnings into business strategies to design the most impactful programs for our clients.

2. We have a research-based design framework that places the participant at the center of design and is focused on creating an experience to drive advocacy and business results.

3. We have the best tool set to enable success in programs through our design, technology, communications, training, and analytics. And, our reward selection is the most compelling in the industry.

4. Our people are the best in the industry and bring thought leadership, design expertise, and operational excellence.

5. The Maritz reward collection offers the greatest depth and breadth of rewards across the globe. No matter where they are located in the world, your people can redeem their program earnings for merchandise; retail vouchers or gift cards; travel vouchers; charity contributions; and memorable experiences. Rewards are sourced and fulfilled in-region and in-country to create a superior customer experience featuring culturally relevant rewards. We are one of few companies that provide both merchandise and retail vouchers globally that are shipped locally. Maritz has the capability to fulfill rewards in 235 countries and territories.

What national or industry honors has your organization received within the past five years?

We are most proud of the accomplishments we realize on behalf of our clients. For example, for two years in a row, Maritz clients have earned the Incentive Magazine Grand Motivation Masters Award for their incentive programs.

Maritz Motivation Solutions (MMS) was also recognized as a Best Practices winner in two categories for its employee recognition initiatives at the annual meeting of Recognition Professionals International (RPI) on April 30, 2013. Maritz was awarded in the Recognition Strategy category as well as the Program Change and Flexibility category. (Please click on the link below.)

http://www.maritzmotivation.com/shared-content/Press-Releases/2013/RPI-Recognizes-Maritz-Motivation-Solutions-in-Two-Best-Practice-Categories.aspx?from=news_bar

Maritz was also ranked among the 2010 InformationWeek 500 for its unique and innovative use of technology for corporate and client solutions. We were the only performance improvement company to make this list.

Are there any additional comments you would like to provide on your company?




Hospitality ExpertiseMaritz is unique from other suppliers in that we have a mutually invested interest in the Travel and Hospitality industries. Not only are we a premier travel provider to our clients, but we also work with nearly every major hospitality brand, as shown above.

One of Maritz’s key efforts in 2009 was to overcome the backlash against corporate meetings and travel — “the so-called AIG effect.” In collaboration with the U.S. Travel Association, CEO Steve Maritz met with President Barack Obama, top hospitality executives, and top legislators to state their case for the impact on the economy, business performance and jobs. (Please see picture below.)

The group, which consisted of companies that serve on the U.S. Travel Association’s board, presented two main agenda items to the president: the need to pass the Travel Promotion Act, which would secure funding for the first-ever U.S. promotional campaign to attract international visitors to the country, and the need to focus on the economic benefits of meetings and events, which generate more than $100 billion in spending and create more than one million jobs in the U.S., according to the association.

The group spoke to the president about the recent downturn in meetings and events across the country and the role some of the rhetoric has played in that downturn.

Starwood is a Level 1 Supplier Partner in our Maritz Travel Supplier Partner Program. We began our Preferred Partner agreement with Starwood in 2009. 2013 room nights were over 365,000 with total spend over $73 million. (non-audited numbers)

Loyalty Expertise


http://meetingsnet.com/economy/%E2%80%9Dhttp:/meetingsnet.com/corporatemeetingsincentives/news/congress_laptop_security_1008/index.html%E2%80%9D

http://meetingsnet.com/economy/%E2%80%9Dhttp:/www.tia.org/index.html%E2%80%9D

While this Request for Proposal focuses on reward fulfillment for your employees and partners, we also have comprehensive consumer loyalty solutions. Maritz is a leader in the loyalty space. When Starwood is ready to expand the merchandise fulfillment to include your valued SPG consumer audience, we will be ready to seamlessly implement, bringing economies of scale to the table. We take great pride in our reputation as a full service loyalty provider that offers the ability to design, develop, execute and implement any needs that you may require for your initiative now, or in the future. Our 25+ years of loyalty industry expertise is unmatched and includes a comprehensive list of services to help you best manage your loyalty needs efficiently and effectively while delivering an excellent and engaging customer centric experience.

In 2013 we undertook a large loyalty study– The Maritz Loyalty Report—as a way of staying apprised of American attitudes and behaviors regarding participation in loyalty programs. We surveyed over 6,000 consumers and captured program-level feedback on over 30 national programs across 6 industry sectors, including travel and hospitality.

Some interesting themes emerged around… Enrollment Usage Earning opportunities and preferences Communications Privacy Values

We would welcome the opportunity to discuss findings in more detail.

Employee ExpertiseWe also have complete employee engagement solutions that include engaging attention, goals setting, feedback and reward components. Our employee recognition platform also allows clients to execute multiple initiatives (e.g., service awards, peer-to-peer recognition, manager-to-employee recognition, top-performer nominations, etc.) under a single framework and system. The system also provides global oversight of usage, budgeting, and results. We would appreciate the opportunity to discuss either of these enhanced solutions with you in more detail. Please see attached ‘Case Study: Hospitality and Entertainment Employee Recognition Program’ for a current approach.

Program management

Describe the account management team structure you would propose for the merchandise program.

Our Account Management structure is based on a core team comprised of three roles:1. Account Manager2. Solution Strategist3. Program Manager

Your Account Manager is Bruce Smart. Bruce will be the primary contact. He serves as general manager of the account, responsible for relationship management and business strategy. Bruce has


23 years of experience in the reward and recognition arena and has been focused exclusively on the Hospitality industry for the past 12 years. He has experience in sales, training, and marketing, as well as employee engagement and sales incentive solutions. Bruce is not afraid to challenge his clients and his team and is eager to share new ideas and perspectives with clients on an ongoing basis. He has been recognized formally by both Maritz and clients for innovation and best-in-class solutions.

Bruce works closely with Starwood’s Solution Strategist who helps connect Starwood’s business needs and goals with solutions and strategies to meet those goals. The Strategist applies the Maritz Design Framework and People Principles to maximize the impact of the solution.

Starwood will also have an assigned Program Manager whose responsibilities include launching and managing the account on a daily basis. This includes: overseeing working sessions; managing to budgets; team coordination; timeline management; status calls; proactively identifying and resolving problems/issues; monitoring overall project quality, managing business reviews, and more. Maritz utilizes a proven project management methodology that ensures complex, global initiatives are delivered on time and on budget. You have a single point-of-contact for all operations issues. Project managers also complete PMP certification based on the Project Management Institute Body of Knowledge.

Whether the Account Management Team is dedicated or shared varies based on scope and budget.

How many people will be working on the account?

Based on the requirements of the program, Bruce, your Account Manager, will deploy a balance of dedicated and shared resources which may evolve during the lifecycle of your program, including initiative related specialists such as: merchandisers, information technology developers, member service advisors, creative teams, communication developers, and fulfillment groups. Maritz regularly reviews resource allocations and will add resources if necessary to adhere to client expectations.

In what cities would your teams be based?

The Maritz global program management model is a multi-tiered approach. We have a centralized project management team in North America that handles overall program administration and we source and fulfill awards in-country/region through 20 partners across the globe. We provide language support, award fulfillment (including shipping and taxes), and localized customer service in 235 countries and territories.

o Would it be possible to provide a dedicated account manager in Asia Pacific, Europe, North America and Latin America?

Maritz works with a network of partners internationally. We have the ability to source, ship and provide account management and customer service in-country and in-region. Based on final scope of the program we will determine how best to handle your international program needs.

What would the hours of support provided be like?


Hours of support are based on the local business hours for that particular country.

Please identify the staffing model you would utilize to support this team:o Staffing Plano Type of staff (level, background/skill set)o Ability to flex to manage peaks and valleys in volumeo Projected assignment of work within staffing plan (who will do what)

Maritz employs a very flexible staffing model that is structured to deliver the right resources at the right time to maximize support and minimize investment. The structure consists of a Core Team (described above) that understands your business and executes strategy on a day-to-day basis. The core team calls on and is supported by Subject Matter Experts. These resources are tapped on a just-in-time basis to help design and execute strategy. Finally, your program will have Support Staff. Operating in a shared environment, these are the individuals who help deliver the program experience to your participants. See the attached example of the staffing plan for Starwood.

Maritz regularly reviews resource allocations and will add resources if necessary to adhere to your expectations and service the Starwood program to the highest level.

Please describe your invoicing procedures and any payment details


Billing timelines are agreed upon in the Statement of Work. Typically Maritz bills for any items on a monthly basis.

Are there any additional comments you would like to provide on resourcing?

Maritz will work with Starwood to determine the best staffing strategy to meet your needs.

Describe how your company incorporates client feedback on an ongoing basis.

During the Working Session Maritz and Starwood will set mutually agreed upon program success metrics and SLAs. We measure against those through regular reporting. Also, in order to maintain a high level of client satisfaction and a strong partnership we have many measures in place: Your dedicated Program Manager maintains an issues log that tracks all problems through to resolution and implements action plans to prevent recurrence. Maritz technology teams follow defined change management procedures, including escalating to executive levels to ensure all changes to the production environment are well-planned, controlled, and implemented. The Project Management team serves as a central point of contact for administration and management of all infrastructure change requests (e.g., open, pending, approved, closed) in the Maritz environment. Team meetings between Starwood and Maritz will take place on a regular basis to track progress and identify and correct any issues. Regular business reviews also provide a venue to share program goals and priorities, evaluate program success, and collaborate on enhancement strategies.

Maritz also has a dedicated research business unit (Maritz Research) that specializes in customer experience research. Maritz captures the customer’s feedback in a qualitative format through an in-depth conversation. After conducting interviews within a client organization, Maritz’ Voice of the Customer department synthesizes feedback to be shared with account teams, operations teams, and executive teams. The information is used to inform account planning by understanding areas of perceived value and satisfaction, as well as areas in which the client relationship can be enhanced or improved. Voice of the Customer feedback is aggregated on a yearly basis to identify common themes that inform strategic planning.

We also have the capability of surveying employees after they receive their award and after every customer service touch point.

How will fulfillment data and related analytics be tracked and managed? Please describe your reporting capabilities and proposed process for managing this, including types of reports and frequency with which they would be provided.

Our solution offers a set of standard reports including those listed below. These are generally shared on a monthly basis.

1. Redemption Activity - Provides a listing of categorized awards that were redeemed at a group and segment level.

2. Membership Activity - This report provides insight into how many employees and partners are enrolled in the program.


3. Top Awards by Quantity Redeemed by Segment - This report shows awards that were redeemed (the most to least) in the program.

4. Cancelled Order Items - This report lists all orders that were cancelled by the employees/partners in an award program.

5. Returned Order Items - This report lists orders that were returned by any employee or partner in any award program

6. Top Award by Quantity Redeemed Overall - This report lists top awards that were redeemed in the overall award program.

During business reviews, we also share other program performance metrics. Examples of common analytics in rewards fulfillment solutions include:1. Website metrics (views, unique visitors, new visitors, page views, average visit duration, bounce

rate)2. Orders and conversion rate3. Seasonality4. Visitor demographics5. Referring sites6. Redemption by country7. Reward category preference

Additional reporting needs will be discussed with Starwood during the Working Session to determine how we can best accommodate your needs. Reports can be provided as often as Starwood would like. Maritz has a full analytics team that can work with Starwood to provide program analytics.

Global Fulfillment and Support Capabilities

a. Global fulfillment capabilities

What are your global fulfillment capabilities? Are you able to stock the requested product types globally?

Maritz has developed a global reward solution that offers a centralized reward website with localized fulfillment and customer service. So, instead of buying rewards centrally and trying to ship across borders, we source high-demand items in-country/region, and ship locally. Because of this localized model, we are able to stock not only the Starwood requested products, but a much larger selection of merchandise and vouchers that varies by region of the world. With this model, Starwood will be able to offer a wide variety of high-demand items without having to purchase inventory up-front or pay for storage costs. Consequently, we can offer a more complete, motivating collection for no additional cost or complexity.

While the mix and quantity vary by country, Maritz fulfills merchandise, certificates, vouchers, eCerts, travel, experiential awards, and charitable contributions globally to 235 countries with 99% accuracy rate. And, less than 3% of shipments incur any duties or customs, so participants get a better experience and more value.


Within the attachments, we have included a list of the merchandise brands and certificates by country/area (“Global Brands by Country”). Almost every catalog has Apple and Samsung products in our standard collection. Within the US, there are over 3,500 merchandise and certificate options. Outside the US, employees and partners will have access to an average of 400 items per catalog.

As an example, in Singapore, merchandise brands include:ALESSI; Apple; Aurora; BODUM; Brother; BUILT NY; Canon; CASIO; CERRUTI 1881; CITIGEMS; Cornell; Creative; Delonghi; Eminent; Goldheart; HTC; Iona; J.A. HENCKELS; Jabra; JBL; JVC; Kadeka; KDK; Kenneth Cole; Kenwood; Lee Hwa; Logitech; Lojel; Luminarc; Luminox; Microsoft; Mikasa; Mistral; Morris; Motorola; Nikon; Nintendo; OSIM; Panasonic; Philips; Princess; PULLTEX; Samsung; Sandisk; SCHOTT ZWIESEL; Seagate; Severin; Sharp; Slazenger; SMALTO; Sony; Stylux; Tag Heuer; The Aesthetic Clinic; The Ultimate; THERMOS; Timex; Toshiba; UMBRA; UNGARO; Wenger; Whirlpool; Yonex; Zwiesel.

Vouchers in Singapore include:Aspial-Lee Hwa; Bengawan Solo; Cathay Cineplexes; Chocolate Research Facility; Cold Stone Creamery; Crystal Jade; CTC; Golden Village; Isetan; Jumbo; KUMO Japanese Kaiseki Restaurant; Nanyang Optical; OChre Italian Restaurant Bar; Popular; Quiznos Sub; Robinson; RSH; SALT; Argentine Parrilla Grocer; Saltwater Café; Singapore Flyer; SPC; SPRING JuChunYuan; Swensen's; Takashimaya; TANGS; The Choice; Travelocity; Tully’s Coffee; Tung Lok; Watson; Zaffron

And, we are continuously refreshing and expanding our collection. For example, digital downloads will be available in an upcoming release.

Note areas of the world where your organization has a corporate presence or a partnership. Which countries would you be able to service locally, and for countries you won’t be able to service locally, what will be your solution for these?

Maritz has sales offices located throughout the U.S. We also have a global partnership model to deliver services in support of reward and recognition programs outside the U.S. We have 20 partners with corporate offices in; Argentina, Brazil, Canada, Columbia, Costa Rica, Germany, Hong Kong, Mexico, Panama, Peru, Russia, South Africa, Switzerland, Turkey, UK, and Venezuala. These partners offer 58 shipping points and 29 customer service locations that cover 235 countries and territories across the globe.

For the bulk of our shipments, we are able to ship in-country/region and 97.4% of shipments incur no customs or duties.

o Are there any countries in which you foresee particular fulfillment challenges? (Please note that while our list of Starwood properties may serve as a guideline for this, our members may reside and request fulfill end in any country).

The only countries where we cannot fulfill rewards are those countries that have shipping restrictions (i.e. North Korea, Iran, etc.). We keep our clients apprised of changes to this list.


Please describe the ordering and fulfillment processes, including the Standard delivery time for each product type, and any nuances which exist by geography

Based on an identifier, employees, meeting planners, travel agents and admins will be passed directly from the SPG website into their country catalog where they can browse and redeem rewards. The catalogs will even mirror Starwood branding so the user experience will be consistent and seamless.


The catalog offers convenient search functionality, item detail information, and all Starpoints required to redeem the item (including shipping, handling and any applicable taxes).

In all geographies in the world, orders can be placed online via our global catalog. In the U.S., people can also place orders via toll-free phone.

At the time of order placement, the participant receives an order confirmation email with an order number. In the U.S., 85% of the most popular items are shipped within 1-2 days. Outside the U.S., rewards are shipped within the timeframes that are customary in that part of the world. (For example, items in Europe are shipped more quickly than items in Latin America.)

If at any time after redemption a participant has a question about an order, they can access their order information online or via phone (in the U.S.) and via our customer service portal (outside the U.S.).

What is the estimated volume of products you expect to deliver in a given year (based on our total membership/ employee numbers and your experiences with other redemptions)? Do you foresee any challenges in fulfilling this and if so, how would these be resolved?

Although most programs ramp up slowly over 6-12 months as participants build their point balances, it is our assumption based on your feedback and on our estimates for employee earnings that your participants will earn approximately $14m (880m meeting planners/agents; 110m admins; 427m employees) annually. Based on our experience with programs of your size and scope, we would anticipate a redemption rate of approximately 75% in the first year, which equates to approximately $10.6m in redemption. We anticipate that approximately 65% will be redeemed for in-kind rewards and 35% for merchandise and certificates. That is approximately $3.6 million in US dollars. Our average order size is $220 which equates to approximately 16,363 orders. We currently run over 200 programs - many of which are consumer loyalty programs with millions of members. Our reward solution is well poised to handle the volume for the Starwood Merchandise Fulfillment


Program.

What is your company’s track record like in terms of fulfillment effectiveness (percent of orders Fulfilled on time, deliver very error/ product spoilage rate etc.)? What other metrics would you propose for tracking success of order fulfillment, and do you have any data on these?

Maritz has an excellent track record in reward fulfillment with over 99% fulfilment accuracy rate and 97.4% of all shipments outside the U.S. incurring no customs or duties. We also offer the most liberal return policy in the industry. We guarantee delivery and offer immediate replacement for damaged or inoperable items. In the U.S. we are even able to offer a no-questions asked return policy.

Are there any additional comments you would like to provide on your global fulfillment capabilities?

Because of our commitment to keeping people at the center of everything we do, we are currently building a new reward platform and website. Our new capabilities will allow us to deliver a very retail-like shopping experience that will be Starwood branded. In addition to continually updating the site like we do today (focusing on seasonality and what’s hot at retail), we will also be able to provide recommendations to individuals based on their shopping and redemption behavior. Other functionality includes advanced search capabilities, comparison grids, ratings, and mobile search and ordering. These capabilities will help to engage people even more than we do today, which will translate into an even better experience and positively impact your program results. This new functionality will be launching in the U.S. in Q3/4 2014.

In our catalogs outside the U.S., we are continually updating our reward offer. In the next several months, we will be adding reloadable vouchers in the U.K., a donations portal that will allow people to donate to thousands of regional and local charities, and a robust digital content offer.

All of our ordering processes are PCI compliant, and have been disaster tested.

b. Global support How many and which languages are supported on client websites and live customer service?

Our Global Catalog is offered in the following 20 languages/dialects (which covers 77% of the world’s populations) :• Arabic• Bahasa -

Indonesian• Chinese -

Traditional • Chinese -

Simplified • Dutch • English - U.S.


• English - European• French – European • French – Canadian• German • Italian • Japanese• Korean• Portuguese – Brazilian• Portuguese – European• Russian• Spanish – European• Spanish – Latin• Thai• Turkish

In addition to the local language, all catalogs are also available in the local dialect of English. Both email and live customer service is available in 20 local languages via email and 16 local languages via phone customer service.

What are your company’s language translation capabilities?

The Maritz Global Catalog is currently available in 20 languages/dialects that cover the majority of people in our clients’ programs. As our volume grows in areas that are not covered by these 20 languages, as necessary, we will add additional languages. Because we work with in-country/region partners, much of the content on our websites is not translated to the local language, but actually written by a native speaker. For additional translations, Maritz utilizes a professional translation service.

What are the currencies supported and currency conversion capabilities?

Because the Maritz solution is points-based, there is no need for people in your program to deal with multiple currencies – the currency is SPG Starpoints. In addition, we can offer a supplemental pay option – if someone doesn’t have enough Starpoints to redeem for a reward, they can use a credit card to pay the difference. This option is available in 21 currencies (representing the vast majority of the world’s GDP) and provides a localized experience for your people. There is no currency conversion necessary because we are taking the payment in their local currency.

Describe your company’s plans, if any, for international expansion for the next two to five years.

Currently we work with 20 partners that fulfill rewards from 58 shipping points and service customers in 29 locations across the globe. We anticipate that as the volume of people in our clients programs continues to grow, we will be adding additional partners, shipping locations and customer service locations. We also maintain a product roadmap to grow and expand our product and awards, such as the charity portal and digital content mentioned above.

Are there any additional comments you would like to provide on your global support capabilities?


Maintaining an excellent customer experience is core to Maritz' beliefs, and we do everything in our power to ensure all people in your programs have a positive experience no matter where they are in the world.

In Fenton, MO (a suburb of St. Louis), we have a centralized customer care center that services all participants in the U.S. Our customer care associates have an average tenure of 6 1/2 years, which is unmatched in the call center industry, and we offer customer service both via email and phone.

Outside the U.S. we have local/regional customer care centers in 29 places across the globe. These regional centers offer in-language email and phone whenever possible. We have recently added a customer service portal to enhance the customer service experience as well as enhanced disaster recovery provisions. Also, we have recently added the option of providing a "personal concierge" service for high point earners, and the option of adding marketing banners to further customize the site to Starwood's branding.

Across the globe we also offer an option for a unique service - Global Gifting. By adding this option, you allow employees and partners to use their Starpoints to send gifts to friends and family in different parts of the world. For example, if I live and work as a front desk employee in the U.K. and want to send my mother a gift (and she lives in France), I merely access the French catalog, choose the gift, input my mother’s name and address, and redeem with my Starpoints. The gift is then sent directly to my mother!

Technical Expertise

Is your company able to host and manage the online merchandise redemption platform?

Yes. That is our core business model.

o Please describe how this would be set up and coordinated with Starwood.

Maritz would identify the correct amount of space needed to host the Starwood program and make sure the space is allocated. Maritz would give Starwood the url which the rewards platform presides, so Starwood could make the necessary changes on their website to direct the participants to the new platform.

Does your company have secure single sign on and real-time capabilities? Please expand on this.

Yes. Please see document named SSO to Maritz Catalog Technical Requirements for the single sign on explanation. Please see document named ‘Client External Point Bank Best Practice Guide’ for real-time point bank integration. All of our major loyalty clients pass members seamless from their program website into our rewards catalog.


Describe your ability to segment availability of offerings on the website based on geography and customer segments as defined and maintained by Starwood.

Maritz has both a US catalog as well as catalogs all over the world. Starwood can define which countries they would like to have specific catalogs. Starwood can also send information to Maritz indicating a particular segment for a particular customer which will display information specifically for that customer. For example, one of our current loyalty programs displays different, discounted pricing for their elite member tier.

We are also very excited to announce that we have just added Adobe Analytics to our suite of tools. This state-of-the-art analytics tool will allow us to help our clients in a host of ways including segmentation strategies.

Do you have a CMS where content can be managed and published with no dependencies on a release?

Yes. This can be accomplished through our operation team.

Do you provide online support internally? If so, list the various online accesses provided?

We provide you with an operation and technical team that will be available to answer any of your questions.

What security measures protect your systems? How do you safeguard our recipients’ information on?

Please see attachments: Information Security Program and Is Your Information Secure.

What is the typical amount of time between each upgrade for your services/ systems?

Maritz has a monthly release calendar, minus the month of December as to not disrupt any holiday shopping.

How will continued access to the website be ensured?

Maritz monitors the sites and has 24/7 on call support to remediate any issues that may arise.

Are there any additional comments you would like to provide on your technical support capabilities?

Maritz has integrated systems with dozens of our largest loyalty clients who have their own, proprietary point bank system. The attached documents provide the information that needs to be exposed and the best practices for that integration. It all results in a seamless experience for your employees and partners.


From a catalog/reward website perspective, Maritz designs, builds, hosts and maintains our US and global catalogs. There are no additional resource requirements on the part of Starwood for this.

Product selection and management

Based on our preferred product categories, what are the products you would propose and why? How would these be tailored to different geographies? ( If possible, we would prefer to keep to a target range of 30-40 products in total, with ~~10-15 per market)

Regarding product categories, there are multiple fulfillment options that may appeal to Starwood:

1. Leverage the power of our entire collection of awards, including the items you identified. This is the most powerful and cost-effective solution.

2. Use the entire collection, but feature a category on the navigation (e.g., Starwood Platinum Preferred) that calls out those high-demand items like Apple, Samsung, Microsoft and Certificates.

3. Filter the collection entirely in order to only incorporate those Apple, Samsung, Microsoft and certificate items.

Based on over 80 years of experience in the reward fulfillment business, Maritz would strongly recommend that rather than offer a limited selection of rewards, Starwood would offer a robust selection of rewards including electronics and gift cards, but also offering housewares, jewelry, golf, etc.

Recently, Maritz worked with a consumer loyalty client that was offering a very limited selection of rewards. For a two month period, they opened up the selection to include the full Maritz reward collection. Not only did redemption patterns change dramatically and members redeemed from several categories, but the client experienced the highest enrollment in the product’s six year history. Needless to say, they will continue to offer the full collection.

Over the years, Maritz has developed a rewards philosophy called "purposeful choice.” Purposeful choice in rewards is the key to motivating a diverse population of participants who represent different lifestyles, preferences and tastes. Maritz does not simply push a limited selection of items, rather we craft a portfolio of well-researched, high-quality awards carefully targeted to appeal to the diverse demographic and lifestyle segments that make up your people. Our collection is the most robust online rewards catalog in the industry consisting of merchandise, retail and reward cards and experiential.

Our reward collection varies based on global geography. For example people in the U.S. see a different collection than people in the UK. We offer similar items and categories, but some brands may be different based on what’s popular in that part of the world.


Because Maritz leverages our collection across hundreds of programs, Starwood will have access to this dynamic – quality reward collection without having to purchase inventory up-front or pay for storage. It is neither complex nor costly to enhance your reward experience.

To view various examples by country, you can visit our global catalog at:

https://abdemo.eyrewardshq.com

login: indemoguestpassword: grc1234*US account number: 1936523438

In this site, one point is equal to $.05 USD.

What process would you propose for identifying and refreshing the product catalogue?

Maritz and our global partners keep the reward collection constantly updated. In most major markets we change the look and feel of the website on a monthly basis. In the U.S. we add rewards on a weekly basis and all county/regional collections are updated every 3-6 months.

Our U.S. buyers are continually monitoring what’s happening at retail as well as following the latest reward trends, and meeting on a regular basis with manufacturers and distributors. These frequent meetings allow us to understand what’s coming – before it hits retail. Our buyers also attend industry tradeshows such as the Consumer Electronics Show (CES) in Las Vegas, and The Toy Show in New York. And they are constantly visiting with manufacturers and suppliers to understand what great new rewards are coming. We even have some manufacturers who ask for our buyers input before they develop new products.

Outside the U.S., our reward partners are experts at understanding what’s hot in retail and which brands are the most popular in their respective country/region. For example, our UK partner buys products for most of the European Union, but knows that there are nuances across different countries. Although housewares are popular across Europe, the colors red and terra cotta are very popular in the Mediterranean but would not sell in Germany. We are also able to offer special rewards based on regional/local events and seasons. For instance, we are currently offering Olympic branded rewards in Russia to celebrate the Winter Olympics in Sochi; and we have a number of world cup packages offered in EMEA and the Americas.

What sources are used to secure your product offering? Are any products manufactured by your organization? If applicable, provide a description of your manufacturing capabilities

Maritz does not manufacture rewards. Rather we work with the best manufacturers and suppliers to ensure we provide quality rewards that are appealing to people in our programs.

The U.S. buying team is comprised of individuals with over 150 years of combined experience. The long term development of our vendor relationships has resulted in true business partnerships. Our buyers maintain ongoing relationships with hundreds of brand-name merchandise reward


https://abdemo.eyrewardshq.com/

manufacturers, distributers, and retail merchants as well as experiential reward providers.

Outside the U.S. our partners source only the best rewards from a variety of manufacturers and distributors to ensure rewards are culturally relevant and as localized as possible.

Describe any exclusive supplier relationships your organization may have and the benefits of those relationships to our organization

Because of our long term partner relationships we are able to secure exclusives and specials such as free gift with purchase, rebates, and even pre-orders. In the U.S., we are also able to secure high end brands such as Tiffany, Coach, and Michael Kors.

Because we collectively buy across hundreds of client programs – including large consumer loyalty programs – all clients get the benefit of our buying power. These benefits include a better selection of products, better servicing, and better pricing.

Describe the management and measurement of your suppliers’ performance

Our ability to effectively manage partner/supplier relationships has been the foundation of our success for over 80 years. And our experience enables us to leverage the benefits of our preferred vendor relationships across our entire client base -- giving clients the best selection, service and pricing in the industry. Our partners/suppliers are qualified and managed per the following criteria: product appeal and quality, pricing, inventory depth, service and delivery.

On an ongoing basis, all partners/suppliers are continuously measured against service level agreements that are negotiated upfront.

Describe your award item warranties and guarantees, including your return policy

Because people in your program have earned their reward, we strive for 100% customer satisfaction. Maritz offers the most liberal return policy in the industry. First of all, we guarantee delivery of a reward – across the globe. We also offer an immediate replacement for any item that is received damaged or defective. Also, in the U.S., your people will have up to 30 days to return an award for any reason. Manufacturer warranties vary by product, but because of our regional/local fulfillment model manufacturer warranties are in full force (When items are shipped items from a central location – across country borders – many warranties are voided.)

What types of award personalization and customization are available?

Personalization and customization varies by reward such as clothing and golf clubs.

Are there any additional comments you would like to provide on your company’s product selection and management?

We're very excited to be introducing a brand new way to choose reward products for our collection. In partnership with one of our research companies - Evolve 24 - we will be using social media


monitoring/intelligence to determine what people are talking about, and what things are driving people emotions. By listening to what people are talking about, we can better predict what people want and we can add those items to the Starwood reward collection. We look forward to giving you examples of how this will work during the stand-up presentation.

Pricing Structure

Describe your pricing breakdown and schedules for all versions of your products and services, including expected cost off proposed products and their delivery to each geography. o Please include the expected percent breakdowns between actual product costs, freight costs,

taxes /tariffs (if applicable) and any additional costs for different products/ geographies. o Please also note all additional, add-on features or functional it and their corresponding

additional costs to all products and services.

Regarding our merchandise and certificate products, there is no real way to answer your question regarding percent breakdowns globally. Shipping, handling and taxes for any given item will vary dramatically based on the item and the geography. However, our process is the same. The pricing we show your employees and partners will include all costs to deliver the reward, including item cost, shipping, handling, taxes (if applicable) and duties (if applicable). See the attachment, “Market Basket”, for an example of pricing on various items in example countries including the US, UK, Mexico and China.

Would your company offer products priced based on consignment or storage? If both options are available, which would you recommend and why?

If Starwood selects to offer awards that are already in our existing awards collection, items will be fulfilled by our partners in-region/country. This eliminates the need and cost to source and inventory.

What economies of scale can we expect to see given the membership base and expected redemption volume?

Economies of scale can be expected by driving issuance due to greater participation and engagement; driving higher redemption; and rolling the rewards solution out to the consumer loyalty population. Initial set-up and ongoing program management costs can be leveraged with this additional volume and a buy-down rebate model on the products as the points redeemed increases over time.

For each product offered, will you be able to provide a breakdown of its retail price, product cost price and net cost price (including transport)?

Please see the attached Market Basket for examples of various items to give you an idea of the types of rewards and pricing by region (examples include the US, Mexico, the UK, and China).

The US utilizes an item-based pricing approach that ensures prices are aligned with the retail market. Competitors often assign an evenly spread cost-plus percentage to their costs, which can


over-price low-margin items (electronics, gadgets, etc.) compared to the retail market and significantly under-price high-margin items (jewelry, accessories, perfumes, etc.), resulting in a poor participant experience, especially where demand for electronics is high. Therefore, we don’t recommend the cost-plus approach, but can accommodate if necessary.

Globally, we work with our suppliers to source and add items to our catalogs, and they set the price and estimated tax, handling, tariffs, etc. Maritz simply charges a fee of 14% per point redeemed to cover the catalog maintenance, systems, partner management, and customer service. Maritz will offer a rebate of 2% on this fee when Starwood reaches $1.5M in annual global points redeemed. The rebate resets annually, and the 2% is rebated back on the full amount of points redeemed in the year.

Describe your pricing breakdowns for additional services, e.g. development, reporting and/or technical support for all products and services

Maritz’ pricing breakdown is as follows:

Based on the assumed scope provided within the RFP, we have modeled two investment options for Starwood. Option A is based on a “Full Catalog” approach where Starwood leverages our entire merchandise and certificate collection in all countries. Option B is based on a “Custom Catalog” approach that includes only limited collection of branded items requested in the RFP (Samsung, Apple, Microsoft, and gift cards).

Our assumptions include:

Employees(170k)

Planners/Travel Pro(180k)

Admins(55k)

Annual Issuance - $4.3M Annual Issuance - $8.8M Annual Issuance - $1.1MYr1 Redemption - $1.7M* Yr1 Redemption - $7.9M** Yr1 Redemption - $0.99M**Yr2+ Redemption - $3.8M Yr2+ Redemption - $7.9M Yr2+ Redemption - $0.99M

US (26%) US (61%) US (0%)Yr1 Redemption - $0.4M* Yr1 Redemption - $4.8M** Yr1 Redemption - $0.0M**Yr2+ Redemption - $1.0M Yr2+ Redemption - $4.8M Yr2+ Redemption - $0.0M

Global (74%) Global (39%) Global (100%)Yr1 Redemption - $1.3M* Yr1 Redemption - $3.1M** Yr1 Redemption - $0.99M**Yr2+ Redemption - $2.8M Yr2+ Redemption - $3.1M Yr2+ Redemption - $0.99M

*Assumes the employee program is not a mature program and existing point balances are not already in many bank accounts. Should this assumption be inaccurate, it would most likely positively impact the financial outcome.

** Assumes the Planners/Travel Professionals & Admin programs would carry over point balances and be able to redeem immediately from the new catalog items.

Option A

Assumes the following Redemption Mix:


US In-Kind Rewards (Free Nights, Hotel Vouchers, etc.) = 65% Merchandise Rewards = 23% Gift Card Rewards = 12%

Global In-Kind Rewards (Free Nights, Hotel Vouchers, etc.) = 70% Merchandise Rewards & Gift Cards = 30%

Within a 3-Year financial model, the following program set-up and management costs are estimated…

3-Yr TotalProgram Management/Setup $360kBuy-Down Rebate* ($246k)Net Program Management $114k 36-month average $3,167/mo.

The above summary is based on a 3-month timeline to setup/launch the program and ongoing program management costs to support the program. The program management costs are estimated based on Maritz’ known scope of the program, and any changes could impact the operational costs of the program. Final scope will be determined pending working session(s).

* Maritz provides a buy-down rebate on products redeemed that reduces the amount of program operational costs. The estimated rebate volume above was calculated based on the assumed dollars redeemed and mix of redemption highlighted in the assumptions above. An assumed rebate structure used in the model is:

Merchandise Rebate = 5.5% of redeemed merchandise (excludes S/H & Tax) Gift Card Rebate = 1.5% of redeemed gift cards (assumes Maritz’ collection only)

Option B

Assumes the following Redemption Mix:US

In-Kind Rewards (Free Nights, Hotel Vouchers, etc.) = 75% Merchandise Rewards = 16% Gift Card Rewards = 9%

Global In-Kind Rewards (Free Nights, Hotel Vouchers, etc.) = 75% Merchandise Rewards & Gift Cards = 25%

Within a 3-Year financial model, the following program management costs are estimated…

3-Yr TotalProgram Management/Setup $475kBuy-Down Rebate* ($85k)Net Program Management $390k


36-month average $10,833/mo.

The above summary is based on a 3-month cost to setup/launch the program and ongoing program management costs to support the program. The program management costs are estimated based on Maritz’ known scope of the program, and any changes could impact the operational costs of the program. Final scope will be determined pending working session(s).

* Maritz provides a buy-down rebate on products redeemed that reduces the amount of program operational costs. The estimated rebate volume above was calculated based on the assumed dollars redeemed and mix of redemption highlighted in the assumptions above. An assumed rebate structure used in the model is:

Merchandise Rebate = 2.5% of redeemed merchandise (excludes S/H & Tax) Gift Card Rebate = 1.5% of redeemed gift cards (assumes Maritz’ collection only)

Notes:Rewards billed on points redeemed (1 pt. = $1, $.05 or $.005; custom index optional)Redemption fee on points at 14% global; 0% USGift certificate/eCard fulfillment fee of $2.00/card USShipping, handling and taxes paid by participants with points US and globalMerchandise priced based on Index-based pricing

OPTIONAL CONSIDERATIONS

Supplemental pay functionality: Approximately $5,000Limit collection to electronics (Apple, Microsoft, Samsung and certs): Estimated $115k in additional program management costs and a reduced buy-down rebate on merchandise. The anticipated reduced rebate is due to less redemption resulting from a more limited collection, as well as the fact that selected items tend to fall in the lower-margin categories. There are also additional labor costs to customize the catalog and set-up and manage a limited collection.

All numbers are estimates and will be finalized pending a working session and mutually-agreed scope definition.

Are there any additional comments you would like to provide on your company’s pricing?

1. Maritz’ pricing is transparent and reflects our willingness to model a pricing arrangement that will best fit Starwood and achieve your goals, objectives, and budget constraints.

2. It is less efficient to offer a very limited collection of rewards in a custom environment. Customizing the catalog, sourcing items, and maintaining a custom collection will require more program management.

3. Maritz would also appreciate the opportunity to consider other programs as a means to leverage the program launch and management investment. For example, Starwood could add SPG guests to the program for virtually little incremental investment. Additionally, this allows Starwood to earn additional buy-down rebates for the additional volume.


Development and Implementation Process

Describe your new client integration procedure with timelines and milestones.

Please see attachment High-Level Milestone Schedule.

Please indicate the earliest date which your company is able to commence on this project upon receiving of the appointment notification.

Maritz will be available to start on this project February 10, 2014.

Please provide all timelines, both established and work-in-progress. (Reminder, target roll out date is September 2014).

Please see attachment High-Level Milestone Schedule.

Are you confident about completing all preparations in advance of the roll out date (preferably by August 2014)?

Yes. We are confident with an August UAT date as the High-Level Milestone Schedule references.

Describe all stages of the implementation process, specifying timeframes and task allocation (Starwood vs your company)

Requirements Gathering – Starwood and Maritz – Maritz and Starwood would need to have a working session to gather all the requirements for the project. Once the requirements are captured, Maritz will provide a requirements document outlining the statement of work.

Design and Development – Maritz – During this phase, Maritz will complete the design and development based upon the outlined requirements.

QA – Maritz – During this phase, Maritz will perform testing to the development work confirming all the requirements are met.

UAT/Integration Testing – Starwood and Maritz – During this phase, Maritz and Starwood will work together in the UAT environment to confirm the systems are able to talk back and forth and that the site meets Starwood’s requirements.

Production – Maritz – Maritz will push the code to the production environment.

What training would you recommend having and be able to provide, if applicable?

Maritz can provide program-related training for Administrators that is delivered via webinar and that is specific to the activities you want your Administrators to perform to support the program and to ensure they understand the reward platform features.

Maritz can complement this information with training delivery to Starwood Managers, properties and partners either in live facilated or webinar format to discuss new site features and usage.


In addition, if Starwood chooses to take Employee Recognition to the next level, the Maritz Recognition Platform offers links to online articles, videos, and best practices on recognition.

Our full training offering includes the following: Executive Overview: a 90-120 min. in-person facilitated overview of recognition training

with emphasis on role of senior leaders in creating a recognition culture Live Champion Training: a 3-4 hour in-person facilitated session that focuses on the why’s

and how’s of recognition—enabling participants to model and promote powerful recognition behaviors

Train the Trainer: a full-day facilitated session designed to prepare up to 30 internal facilitators to experience and then deliver the live training content within organization

E-learning Modules: online modules designed for all employees to gain insight into the impact of recognition and how to deliver powerful recognition

Administrator Training: a webinar-based training for designated program administrators to walk them through the Administrative Tools they will be using throughout the program to manage content, upload recognitions, and points, launch new programs, create surveys and a host of other activities.

Are there any additional comments you would like to provide on the development and implementation process?

During the development and implementation process, Maritz may be in need of answers from Starwood, so weekly meetings would be set up between the technical teams to confirm all development is on track.

Attachments:

Please include a list showing the location, coverage and estimate end cost breakdowns of your services and products based on where our properties are located globally.

Please see attachment Maritz Country list and shipping points.

Please provide a current contract with a client that has a similar scope (XXX out all proprietary information)

Please see attachment Sample Statement of Work.

Credit History: Provide your credit history and /or D&B #

Please see attachment Maritz D&B Rating.

Financial Information: Please provide your most recent financial reporting for the last two years

Please see attachment Maritz Financial Information.

Insurance requirements: Please attach a copy of your insurance indemnity policy (minimum $5M per


occurrence)

Please see attachment Liability Insurance.

Please attach any other material which you believe would be useful for the purposes of this evaluation.

Our additional attachments include:

Information Security Program Is Your Information Secure Client External Point Bank SSO to Maritz Catalog - Technical Requirements Starwood Milestone Schedule Maritz Organizational Chart Case Study: Hospitality and Entertainment Employee Recognition Program Global Brands by Country Starwood Market Basket


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