1. THE ROAD AHEAD: Pep Boys Customer Centricity

2. 2 3. 3 4. Who We Are Today4 5. The Road Ahead OpportunityOPPORTUNITY GAP5 6. The Customer6 7. THE ROAD AHEAD 8. The Road AheadVISIONMISSIONThe best place to shop and care for your carPeople taking care of peopleand their cars8 9. 9 10. A Company-wide EffortCUSTOMER CENTRICITYStoreAssociatesSystemsProductsMarketing 10 11. Old SilosNew Approach Reputation Management In StoreDisplayCRMPrintMobileVideoCUSTOMER TVSearchSocialRadio Local 11 12. How To Do We Maintain Momentum Nationally 1. EmotionalIts a place for people like mee.g. Display Video2. RationalIt seems like Pep Boys may be better at X than where I go nowe.g. Display Banner3. PromotionalWith an offer like that, I dont mind trying out Pep Boyse.g. Display Banner/Paid Social Offers & Ads12 13. Video13 14. Banners14 15. Social15 16. Business Results Focusing on the customer in digital has yielded 365% increase in ROAS over the past 2 years Increased cookie pool 48% in service and 400% in tires in a 2 month time period Grew Google+ followers to 300,000+ and remain on their suggested user listImproved SEM traffic and average position by 7% YoYand driven strong business results for Pep Boys Double digit sales growth in Tampa Road Ahead marketDoubled the number of new customers in-storeDrove a 20 point growth in the customer satisfaction indexFirst page SEO rankings are up 60% in the past 2 years 16 17. WHATS NEXT FOR PEP BOYS 18. Return to the 1920S Content Marketing Gamification Mobile Personalization Apps18 19. In the beginning it was all about: One Store One Car One CustomerAnd it still is!19 20. 20