THE POWER OF OMNI CHANNEL R E T A I L I N G citrussTV.com
About citrussTV citrussTV is the only dedicated Arabic TV shopping channel in the region citrussTV has just Broadcasts 24/7 Wide selection of citrussTV fully Different payment celebrated itʼs 12 th in Arabic across 15 products in many operates in KSA, methods: successful year countries categories; beauty, UAE, Kuwait, Oman - Cash on delivery electronics, fashion, and Bahrain - Credit card home, jewelry and - Pay in installments kitchen citrussTV.com 01
citrussTV Reach Comprehensive footprint across the region: Increased reach via partner channels including: Strategic partner channel for wider reach: citrussTV.com 02
TV Shopping Expert presenters All content produced The only dedicated Strategic windows adverse in the art of exclusively by Arabic to further channel selling and educating citrussTV TV shopping channel reach the customer in the region citrussTV.com 03
e/mCommerce Fastest growing sales channels USER FRIENDLY WEBSITE citrussTV ON THE GO citrussTV.com is in constant evolution to enhance Available on all app stores, our app allows our our customer experience. Our country specific customers an enhanced shopping experience - portal hosts over 3,500 products, allowing to browse, watch and shop anytime, anywhere our customers to browse and review products they love citrussTV.com 04
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 A THRIVING COMMUNITY Leveraging our social media channels to create engagement and further customer touch points citrussTV.com 05
Sales Contribution by Channel - 2016 A truly unique retail model for the region Contribution to Sales BAHRAIN 2 % KUWAIT 69 % 4 % TVC OMAN 4 % 13 % E COMMERCE 8 % M COMMERCE 6 % PARTNER CHANNELS UAE KSA 3 % 20 % 70 % SOCIAL COMMERCE citrussTV.com 06
Our Vision Vision Provide our customers with the best value, quality and service Service Value Quality Every product we sell must be a Quality for us means tried and We delivery outstanding “Great Buy” for our customers, tested by our experts, presented service every day, one this is achieved by always & packaged in the best way customer at a time. providing great value from possible in order to delight our money and greater rewards. customers. Quality for us means understanding and delivering, what our customers need. MAKING EVERY BUY a GREAT Our Philosophy B Y citrussTV.com 07
Snapshot 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 INCOME GROUP TOTAL AGE GENDER CUSTOMER BASE 21 - 55 Between Predominantly female SEC A/B 500,000+ Spending an average of Mostly mothers, with kids US $ 167/transaction 10 % growth year on year 49 VS 51 % 80 % 20 % % NEW RPT Data based on citrussTV customer tracker 2016 citrussTV.com 08
Meet Our Customer Very active lifestyle Shops as a form of entertainment The center of her family Is very demanding citrussTV.com 09
Product Planning Progressive brands across a wide range of categories HOME FASHION 20 % 08 % BEAUTY JEWELRY 22 % 05 % KITCHEN ELECTRONICS 42 % 03 % citrussTV.com 10
Brands Snapshot Kitchen Beauty Home Fashion Jewelry Electronics citrussTV.com 11
Cross Channel Marketing Sales opportunities are created across different customer touchpoints SOCIAL MEDIA TV Broadcasting 24/7. Growing Community of over Available to viewers Facebook: 363,000 anytime, anywhere. Insagram: 336,000 Twitter: 43,000 YouTube: 28,000 views Influencer collaborations. CALL CENTER Inbound/outbound satisfaction and customer surveys. MOBILE Smartphone Apps One on one engagement ONLINE Push notification Continuously evolving website SMS marketing. Online specific offering Email marketing SEM/SEO Retargeting citrussTV.com 12
Service Infrastructure Ownership of all touchpoints from order to fulfillment CALL CENTER LOGISTICS IT SYSTEM Inbound sales team Warehouse space in all ERP/revenue management Customer care team countries Outbound team Call center management tool Dedicated delivery Number of agents : 50 coordination team 85 % delivery rate 55,000 calls per month Web management citrussTV.com 13
Service Flow Map Complete Control of the Entire Process Controlled By: Invoicing & Payment/ Ordering Stock Mgmt. Return Call Center Broadcasting Delivery Confirmation citrussTV.com 14
Success Formula Deal with original products Pre-testing of all products via 5 1 sourced directly from the Brand testing committee and loyal or authorized distributors customers Handling registration requirements Careful pricing strategies placed, 2 6 with local QA for 100 % benchmarking products compliance competitively in the region Product specs and packaging are Smooth access to all 15 countries 3 7 adapted to cater to local (distribution rights for all countries) consumer needs Provide a superior service by Flexible MOQ to enable product 4 8 adapting all product collaterals to testing at launch and fast reorder lead times for replenishments the Arabic market citrussTV.com 15
THANK YOU citrussTV.com
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