Director ABC Stores

You are a director at ABC Stores. ABC Stores is one of the top Visa clients in the region and has been actively seeking to find new ways to attract customers to ABC Stores and partner with payment providers like Visa. You appreciate the value Visa brings to your business. In the past, Visa partnered with ABC Stores to re-design their consumer app. The app received favorable feedback from your customers, but by this point in time, many of your competitors also have apps so it is not a huge differentiator. You are struggling to find new ways of making money/ optimizing revenue/cost. With the proliferation of consumer apps, it's becoming more and more difficult to gain profitable business. You can gain a lot of business, but sometimes not as profitable as you want it to be. Second you worry about turning traditional in-store customers into online shoppers where they might increase their regular spending.

ABC Stores primarily use Visa for payment and processing solutions. You are aware that Visa may be able to provide wider expertise and consulting (potentially around shopping trends and targeting specific types of consumers). But you also feel that you can do a lot on your own. Don't give away your interest around greater consulting unless the rep does a good job of asking you questions/challenging the status quo. If they just go for the easy solution, let them, although this will minimize long-term engagement and potential. 

You have heard about one Visa solution in particular that might be interesting: a loyalty points program that gives customers rewards when they shop on the app and pay with a Visa credit card. This is not the only area you might be interested in, but it is an interesting one. Again, don't give this information away unless they actually dive deeper into questioning you about risks and concerns. 

Basically, there are a lot of areas that Visa could potentially help you in and where you at ABC Stores do not necessarily have the bandwidth or internal capabilities within your workforce to dedicate that many resources. 

As you are a big client in your region, you feel that Visa should provide a lot of these services for free. Of course, if they can truly demonstrate the future value, you are willing to pay for them, but otherwise you'd rather get it for free because you are a valuable client.

If you do partner with them on something, you expect them to be there on site for the full end-to-end implementation.