Strategic ReportStrategic ReportStrategic Report Financial Additional Overview Strategy Performance Governance Statements Information Bank of Georgia – unparalleled mass Retail Banking franchise Under the Bank of Georgia brand, we serve mass retail clients – the largest segment of Retail Banking – for whom we successfully optimised and redesigned the operating model of our mass retail branches around a client-centric approach. We proactively interact with our clients by advising and offering them the financial products and solutions that best serve their individual needs. We continue to see strong growth in sales volumes and the number of products sold in client-centric branches, contributing to 24.2% y-o-y growth in the retail loan book. In order to unlock the full potential of current customers and boost a product to client ratio, we operate a loyalty programme called “Plus+”. The programme is part of the mass retail customer-centric approach and offers the customers different status levels and reward points. They accumulate based on their business with the Bank and can redeem points with partner companies’ products and/or services. By 31 December 2018, the number of Plus+ cards more than doubled y-o-y and active Plus+ cards outstanding were 592,458, while the total number of members grew to 1.4 million. Relationship brings a 1.4mln 140 7 399 144k Programme Programme Special Active special Transactions members partners campaigns offers with Plus+ points per month In 2018, in order to extend the scale of its payment system, Bank of Georgia was licensed to offer its services to JCB Cards users through the Bank’s terminals and ATMs. Inclusion of JCB cards in Bank of Georgia’s payment services opens up access to around 117 million people from 190 countries. JCB is an international payment brand originating from Japan and given the increasing number of tourists from Asia in Georgia, Bank of Georgia is well equipped to offer them best-in-class services. Annual Report 2018Bank of Georgia Group PLC 29