1. AN OVERVIEW
Q2 2012
Proprietary and Confidential

2. OUR MISSION:
TO CHANGE THE WAY PEOPLE
SOLVE BUSINESS CHALLENGES
Our clients come to
us with
questions, opportunities or
problems. We use business
insights, marketing
skills, applied experience
and proven processes to
deliver answers and
recommendations.
About Sparks Grove page 2

3. OUR DEFINITION
OF MARKETING
Mar ket ing
/mahr-ki-ting/, noun.
The science of identifying and anticipating customer needs –
and the art of satisfying them.
About Sparks Grove page 3

4. SPARKS GROVE +
NORTH HIGHLAND:
FROM INSIGHT
TO IMPACT
Sparks Grove is the marketing division of Locations North Highland Service Areas
North Highland, a global consulting firm 21 U.S. offices
with offices in 49 cities across the U.S., Operations
17 countries
Europe, and Asia-Pacific. Information Technology
Headquarters
Atlanta, Georgia Finance & Accounting
Combining the scale, results-oriented focus,
and consulting expertise of North Highland Strategy
Professionals
with Sparks Grove’s unique perspective on 900+ in U.S. Customer Experience &
solving marketing problems enables end-to- 2,200+ Worldwide Engagement
end client support; from solution design to
solution delivery. Private company, Human Capital
employee owned Execution
About Sparks Grove page 4

5. A MARKETING
TEAM ABLE TO
ADDRESS ANY
CHALLENGE
We intentionally attract and select people with
diverse talents and experiences. We then unite our
team around shared values and a passion for solving
complex business problems. This passion extends to
all that we do – personally, professionally and in the
communities in which we live.
About Sparks Grove page 5

6. Application Architects
ENABLED BY Art Directors
DIVERSE
+
Brand Strategists
EXPERTISE
Business Analysts
Channel Strategists
Each engagement team is comprised of individuals with the Communications Strategists
right combination of skills and experience to solve the
unique challenge at hand. We’re all united by shared Copywriters
values and passion for complex problem solving.
Designers
Developers
Digital Strategists
Marketing Planners
Production Engineers
Researchers
User Experience Architects
page 6

7. $63MM
Projected 5 year return of new divisional business and
+
marketing strategy for leading CPG client
OUR DIFFERENCE
700%
Annual customer acquisition increase for national energy
+
client post Sparks Grove agency assignment
IS OUR
PERSPECTIVE
99.96%
Percentage of stakeholders with positive response to new
+
compensation program developed for U.S. publishing client
We measure success by the results we deliver. Our
unending focus is on producing tangible business value One
+
Patent filed for based on marketing technology deliverable
for our clients. Everything else – from ideas to strategy to concepted, designed and developed for Fortune 10 client
creative execution - is the means to that end. We find
this to be an uncommon perspective among other
marketing service providers. And we relish the
34%
difference. Reduction in customer churn post customer experience
+
improvements for global telecommunications firm
Fourth
+
To First – ranking change in annual survey of global airline
client post Sparks Grove agency assignment
549%
+
Increase in year-over-year website traffic post new product
marketing campaign for U.S. quick-serve restaurant
page 7

8. SELECT CLIENTS INDUSTRY EXPERTISE
American Red Cross Automotive
Arby’s Restaurant Group Consumer Products
PROVEN AT&T
Bank of America
Distribution
Education
EXPERIENCE Cox Communications
Delta Air Lines
Energy
Financial Services
Dunkin’ Donuts Government
We’ve been fortunate enough to partner with Equifax Food Service
a wide variety of leading organizations – Georgia Power Healthcare
across multiple channels, media and Genworth Financial Hotel & Hospitality
platforms. The Home Depot Leisure
InterContinental Hotels Group Media & Entertainment
The one constant that ties each relationship Lowe’s Companies Non-Profit
together is our mutual passion for fresh and McKesson Pharmaceutical
engaging solutions that challenge Nissan USA Professional Services
conventional thinking and achieve Scholastic Retail
breakthrough results.
SunTrust Banks Technology
Turner Broadcasting System Telecommunications
Wells Fargo Travel
Business-to-Business (B2B)
Business-to-Consumer (B2C)
Business-to-Employee (B2E)
Business-to-Executive (B2X)
page 8

9. OUR
METHODOLOGY
Our clients come to us with questions, opportunities or problems.
We then use our skills, experience and proven processes to
deliver answers and recommendations. The tools we employ may
vary, but our method remains the same.
START WITH THE ASK TOUGH QUESTIONS TO DEVELOP INSIGHT-BASED CREATE MEANINGFUL
CUSTOMER GET THE RIGHT ANSWERS STRATEGIES EXPERIENCES
Identify and anticipate Understand the Design a solid foundational Re-design the relevant
+
+
+
+
customer needs barriers to - and engagement strategy based aspects of the customer
opportunities for - on the intersection of experience
customer engagement customer needs and (product, sales, service, comm
business objectives unication) to deliver impactful
business results
About Sparks Grove page 9

10. American Institute of Graphic Arts (AIGA):
SEED Award for Web Design
American Marketing Association:
AMY Award for Online Advertising
+
CMA (Creative Media Awards):
Branded Content/Product Placement
RECOGNITION Emmy Nomination for Best Use of Commercial
Advertising (Personal Computers Category)
Our work has been validated with honors from Internal Advertising Business Communications (IABC)
multiple organizations including the American Golden Flame Award: Best Digital Design
Advertising Federation (AAF), the American
Marketing Association (AMA), the International MIXX Bronze: Brand Awareness/Positioning
Association of Business Communicators (IABC), and
OMMA (Online Media, Marketing & Advertising):
the American Institute of Graphic Arts (AIGA), among
Best of Show
many others.
We are especially proud that North Highland currently Printing & Imaging Association of Georgia (PIAG):
ranks #3 on Consulting Magazine’s Best Firms to Award of Excellence
Work For list – our 5th consecutive year in the top
Silver ADDY Award: Digital Marketing
four.
Silver Quill Award Southeast Regional:
Award of Merit, Marketing Strategy
SNCR (Society for New Communication Research):
Corporate Division/Online Video Category
Webby Award: Viral Video
page 10

11. WE’RE FULLY
CAPABLE
To satisfy the complex needs of our clients we
bring Research, Strategy, Technology and
Creative all under one roof. We use many tools,
depending on the challenge at hand. All are
informed by customer insights and lead to
creative, results-oriented solutions.
page 11

12. OUR SERVICES
By combining agency innovation and creativity
with a consultancy focus on business
results, Sparks Grove delivers a full spectrum of
integrated marketing solutions.
CUSTOMER MARKETING & MARKETING DIGITAL MARKETING
RESEARCH CHANNEL STRATEGY COMMUNICATIONS SOLUTIONS OPERATIONS AND
& INSIGHT EXECUTION
+ Customer Experience Audits + Channel Migration Planning + Brand Positioning & + Internet & Intranet Strategy + Campaign and Program
Architecture Implementation
+ Customer Personas + Customer Experience + Mobile Application Design &
+ Ethnography Strategy + Concepting & Ideation Development + Marketing Analytics
+ Focus Groups + Data Visualization + Employee Engagement + Online Advertising + Marketing Systems
+ Future State Visioning & + Marketing Campaign + Social Media Marketing Implementation
+ Surveys
Visualization Planning + Organizational Design
+ Website & Email Design
+ Marketing Plan Development + Naming & Identity Design + Process Improvement
About Sparks Grove page 12

13. Customer + Customer Experience Audits
Research & Insight
+
Evaluation of customer & company
sales, service, product or communication interactions
Your customers have the answers to
+ Customer Personas
most marketing questions. The development of customer portraits that include deep
description of key needs and motivations
We specialize in extracting and interpreting data to
develop those answers. Our consultative approach
combines analytics with strategy. + Ethnography
Data collection through field studies including
participant observation and/or in-depth contextual
• We don't employ researchers. We are business
interviews
strategists who understand research.
• We don't deliver survey results. We uncover
actionable insights. + Focus Groups
• We don't use research for the sake of it. We use Guided discussion with targeted participants to inform
research as a tool for solving business problems. marketing activities and/or strategy
+ Surveys
Investigation of experience, opinions and possibilities
via questioning
page 13

14. Marketing + Channel Migration Planning
& Channel Strategy
+
Developing approaches, strategies, plans and measures
to fulfill customer needs via preferred, new, or beneficial
interaction points
The future belongs to those who see
what’s possible. + Customer Experience Strategy
Improving business performance by optimizing the
interactions between a company and its customers
Bold marketing solutions anticipate worlds that
don't exist - yet. We start with helping our clients
clarify growth opportunities, anticipate new + Data Visualization
technologies and trends, project changing Graphically communicating complex information to
customer needs, and head off competitive users; simultaneously clarifying and contextualizing
threats.
Then together, we envision, plan, and execute
customer experiences that solve these business + Future State Visioning & Visualization
challenges. Identifying, then bringing to life through words and
imagery, a world where customer experience solutions
are generating marketing success for our clients
+ Marketing Plan Development
Aligning sales opportunity, strategies, resources, tactics
and timing against product/service, customer and
competitive dynamics
page 14

15. Marketing + Brand Positioning & Architecture
Communications
+
Determining and aligning the essence who you are or
wish to be with the rationale, emotional and experiential
needs of your desired customers
Successful brands are defined from
the inside out.
+ Campaign Planning & Implementation
Development, delivery, management and execution of
integrated marketing efforts to achieve pre-determined
The relationship between a company and its
objectives
customers is a conversation. How a company
presents itself is the essence of its brand. We
help our clients better use their brands to
reach, teach, and engage customers through + Concepting
elegant design and compelling messaging. Building creative ideas and hypothesis that could
achieve objectives or yield solutions
+ Employee Engagement
Driving business results by increasing the
commitment, efficiency and effectiveness of employees
+ Naming & Identity Design
Producing elegant and evocative visual reflections of a
company, entity, product or service
page 15

16. Digital + Internet & Intranet Strategy
Solutions
+
Determining and designing the optimal digital approach to
satisfy internal or external customer needs
Win customers by engaging on their
level. + Mobile Application Design & Development
Developing user-centric mobile solutions that integrate
and enable access, content and context
Digital solutions create meaningful interactions.
Customers use digital technology to take control
of the relationships they have with the products
and services they buy. It's where "useful" is the + Online Advertising
new cool. Determining and delivering digital contact
strategies, concepts, campaigns and tactics
We are always looking for new ways to help our
clients overcome challenges by creating
meaningful customer experiences through digital
interaction. + Social Media Marketing
Driving business objectives through participation and
engagement
+ Website & Email Design
Architecting, concepting and creating in the digital
medium
page 16

17. Marketing + Complex Campaign and Program Implementation
Operations & Execution
+
Leveraging deep knowledge of rigorous program
management methodologies to launch and manage multi-
channel marketing campaigns
Results require a foundation of
delivery excellence. + Marketing Analytics
Optimizing ROI and exposing opportunities via thorough
measurement, management, and analysis of performance
A successful marketing strategy is only as good metrics
as its execution. We combine complex project
and program management expertise, technical
savvy, analytical aptitude and transformational + Marketing System Implementation (MRM, Campaign
change management experience to help our Management)
clients turn vision into reality. Applying technical expertise to meet evolving business
needs
+ Organizational Design
Aligning structures and roles to effectively meet business
goals and enhance collective efforts
+ Process Improvement
Optimizing business processes to better meet objectives
through holistic factor analysis and root cause
determination
page 17

18. THANK YOU
Sparks Grove offers business leaders an accountable,
sole-source partner for the ongoing resolution of
complex marketing challenges.
We appreciate the opportunity to present our capabilities
to you and welcome further conversations about how we
may be able to help you achieve your objectives.
page 18

19. SELECT
WORK
EXAMPLES

20. AT&T
BUSINESS SERVICES
AT&T Business Services engaged Sparks Grove to help
them enter the social media space. Through Current
State Analysis, Design, Development and
Optimization, Sparks Grove developed a
unique, customized blog experience. Utilizing out-of-the
box technology to make efforts easily updatable, and
incorporating an extensive content and editorial
strategy, results have surpassed all internal projections.
About Sparks Grove page 20

21. THE
COCA-COLA COMPANY
Coca-Cola engaged Sparks Grove to create a brand
position and brand mark for a new joint venture
designed to serve B2B clients – Coca-Cola Supply.
About Sparks Grove page 21

22. DELTA AIR LINES
Sparks Grove was named Delta Air Lines
Business-to-Business (B2B) agency of
record in 2011, and charged with refocusing
Delta’s existing consumer advertising to
target corporate clients, travel agents, small
business owners and meeting planners.
About Sparks Grove page 22

23. DUNKIN’ DONUTS
Dunkin’ Donuts reached out to us for a
fresh look at their customer loyalty
and rewards programs. We developed
a unified strategy that fit perfectly
within the Dunkin’ Donuts brand
character.
About Sparks Grove page 23

24. NISSAN
Nissan North America came to
Sparks Grove looking to design an
enhanced digital shopping
experience for preferred
customers, employees and
suppliers.
About Sparks Grove page 24

25. PGi
PGi charged Sparks Grove with creating their 2013-
and-beyond future state customer experience, so we set
out on a multi-stage effort including customer
research, luminary interviews, persona
development, ideation and future state visioning. The
culmination of these efforts was a comprehensive
“customer experience playbook” – the ideal, yet realistic
view of what the PGi customer experience can and
should be in 2013.
About Sparks Grove page 25

26. SPARK ENERGY
When Spark Energy expanded into
newly deregulated electricity
markets throughout the United
States, Sparks Grove was charged
with quickly establishing strong
brand awareness.
About Sparks Grove page 26

27. TOP 5 U.S. BANK
A Top 5 U.S. Bank discovered that over two dozen
intranets across multiple platforms were being used by
its employees and engaged Sparks Grove to create a
vision for better organizing and streamlining their data.
After conducting a thorough research project involving
over 200 employee interviews and persona
development, we created a future state intranet
framework. This framework consolidated all intranets
into one customizable dashboard with a contemporary
design that brought the portal to life.
About Sparks Grove page 27

28. FOR
ADDITIONAL
INFORMATION
Please contact:
Rob Sherrell
Vice President
Sparks Grove
404.961.9670
rob.sherrell@sparksgrove.com
3333 Peachtree Road NE, Suite 800
Atlanta, GA 30305
USA
sparksgrove.com
linkedin.com /companies/sparks-grove