THE POWER OF OMNI CHANNEL R E T A I L I N G citrussTV.com About - - PowerPoint PPT Presentation

THE POWER OF OMNI CHANNEL R E T A I L I N G

citrussTV.com

citrussTV.com

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About citrussTV

citrussTV is the only dedicated Arabic TV shopping channel in the region citrussTV has just celebrated itʼs 12th successful year citrussTV fully

• perates in KSA,

UAE, Kuwait, Oman and Bahrain Different payment methods:

• Cash on delivery
• Credit card
• Pay in installments

Broadcasts 24/7 in Arabic across 15 countries Wide selection of products in many categories; beauty, electronics, fashion, home, jewelry and kitchen

citrussTV.com

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citrussTV Reach

Comprehensive footprint across the region: Increased reach via partner channels including: Strategic partner channel for wider reach:

citrussTV.com

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TV Shopping

Expert presenters adverse in the art of selling and educating the customer All content produced exclusively by citrussTV The only dedicated Arabic TV shopping channel in the region Strategic windows to further channel reach

citrussTV.com

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e/mCommerce

Fastest growing sales channels

citrussTV ON THE GO

citrussTV.com is in constant evolution to enhance

• ur customer experience. Our country specific

portal hosts over 3,500 products, allowing

• ur customers to browse and review

products they love

USER FRIENDLY WEBSITE

Available on all app stores, our app allows our customers an enhanced shopping experience - to browse, watch and shop anytime, anywhere

citrussTV.com

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Leveraging our social media channels to create engagement and further customer touch points

A THRIVING COMMUNITY

Voice of our Customer Approach

WE KNOW OUR CUSTOMERS

A 24/7 dedicated call center for a more personal shopping experience and constant outbound surveys to ensure service satisfaction levels

citrussTV.com

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Contribution to Sales

69% TVC 13% PARTNER CHANNELS

Sales Contribution by Channel - 2016

A truly unique retail model for the region

70% KSA 20% UAE 4% OMAN 4% KUWAIT 2% BAHRAIN

8% E COMMERCE 6% M COMMERCE 3% SOCIAL COMMERCE

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Provide our customers with the best value, quality and service

Our Philosophy

Value Quality Service

Every product we sell must be a “Great Buy” for our customers, this is achieved by always providing great value from money and greater rewards. Quality for us means tried and tested by our experts, presented & packaged in the best way possible in order to delight our

• customers. Quality for us means

understanding and delivering, what our customers need. We delivery outstanding service every day, one customer at a time.

GREAT

MAKING

BUY EVERY

B Y

a

Vision

Our Vision

citrussTV.com

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This group is the most influential group in the household, they both shop as individuals and for their families, making them interested in a wide range of products and categories

Data based on citrussTV customer tracker 2016

Predominantly female Mostly mothers, with kids SEC A/B Spending an average of US$167/transaction 10% growth year on year

Snapshot

GENDER AGE INCOME GROUP TOTAL CUSTOMER BASE

80% 21 - 55

49

%

51

% VS

500,000+ 20%

Between

RPT NEW

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Very active lifestyle Shops as a form of entertainment Is very demanding The center of her family

Meet Our Customer

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Product Planning

Progressive brands across a wide range of categories

BEAUTY

22%

KITCHEN

42%

ELECTRONICS

03%

FASHION

08%

JEWELRY

05%

HOME

20%

citrussTV.com

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Brands Snapshot

Electronics

Kitchen Fashion Beauty Jewelry Home

citrussTV.com

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MOBILE

Smartphone Apps One on one engagement Push notification SMS marketing.

CALL CENTER

Inbound/outbound satisfaction and customer surveys.

ONLINE

Continuously evolving website Online specific offering Email marketing SEM/SEO Retargeting

SOCIAL MEDIA

Growing Community of over Facebook: 363,000 Insagram: 336,000 Twitter: 43,000 YouTube: 28,000 views Influencer collaborations.

TV

Broadcasting 24/7. Available to viewers anytime, anywhere.

Cross Channel Marketing

Sales opportunities are created across different customer touchpoints

citrussTV.com

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Service Infrastructure

Ownership of all touchpoints from order to fulfillment

CALL CENTER

Inbound sales team Customer care team Outbound team Number of agents : 50 55,000 calls per month

LOGISTICS

Warehouse space in all countries Dedicated delivery coordination team 85% delivery rate

IT SYSTEM

ERP/revenue management Call center management tool Web management

citrussTV.com

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Service Flow Map

Complete Control of the Entire Process

Controlled By:

Broadcasting Ordering Call Center Confirmation Delivery Payment/ Return Invoicing & Stock Mgmt.

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Deal with original products sourced directly from the Brand

• r authorized distributors

Success Formula

1

Careful pricing strategies placed, benchmarking products competitively in the region Provide a superior service by adapting all product collaterals to the Arabic market Handling registration requirements with local QA for 100% compliance Flexible MOQ to enable product testing at launch and fast reorder lead times for replenishments Product specs and packaging are adapted to cater to local consumer needs Pre-testing of all products via testing committee and loyal customers Smooth access to all 15 countries (distribution rights for all countries)

2 3 4 5 6 8 7

citrussTV.com

THANK YOU