WELCOME TO QVC UK
Transcription
WELCOME TO QVC UK
WELCOME TO QVC UK An engaging and enjoyable retail experience. Let us tell you more. Debbie Greenwood, QVC Presenter Charlie Brook, QVC Presenter 4 WELCOME TO QVC UK THE YEARS IN NUMBERS: £455 m 1,033,000 14,306 m £450 m £428 m 998,000 14,013 m 961,000 GREETINGS These are very exciting times at QVC UK. 2012 has seen us move to our new custom-built £33.6 million Media and Commerce Centre at Chiswick Park. Despite the tough economic environment we continue to perform well and confidence in our growth prospects is borne out by our recent investment. 13,057 m ‘09 GROSS ORDERS We’re a multi-platform operation – TV, web and mobile – so our customers can shop with us whenever they like and from wherever they like. In 2011 over one million unique customers shopped with us and we delivered almost 15 million items. We have an engaged, loyal customer base that trusts us and 96% of our business comes from repeat custom. We have great insight into who our customers are and this shapes what we do and helps us drive sales. We can offer vendors bespoke retail. We provide the platform; you provide your message, your style, your guests, the power of your presentation, your way – all supported by our knowledge and expertise. Being part of a global QVC family, which reaches over 200 million households and serves 11.5 million customers worldwide annually, means we have a huge talent bank to tap into to help provide an exciting, tailored local offering. From mid-2012 we’ll have a new modern look across all our platforms. We’re confident of our future success and are always looking to raise our game even further by working in partnership with exciting new vendors, new stakeholders and new employees. We distribute nationwide, will be available on-air in all homes by the end of 2012, and our holistic multichannel approach means our customers can shop anytime, anywhere with us. This is great for us and great for our vendors. Dermot Boyd CEO QVC UK ‘10 Laura Schofield Guest Presenter B Makowsky ‘11 ‘09 ‘10 ‘11 ACTIVE CUSTOMERS ‘09 ‘10 ‘11 PACKAGES SHIPPED 6 WELCOME TO QVC UK Julian Ballantyne QVC Presenter Miceal Murphy QVC Presenter Julia Roberts QVC Presenter Pipa Gordon QVC Presenter Simon Biagi QVC Presenter Dale Franklin QVC Presenter Catherine Huntley QVC Presenter Jill Franks QVC Presenter Alison Young QVC Beauty Expert A RETAIL EXPERIENCE LIKE NO OTHER Our live on-air demonstrations allow our customers to experience the products in action and to absorb expert advice and information that they could never pick up from reviewing the product in a shop. As we’re on-air 24/7, 365 days a year, our customers can shop when it’s most convenient for them. Shopping at QVC is an experience like no other. It’s like shopping with your best friend. Like a best friend our customers trust us to guide them through their purchasing decisions, so that when they buy from us they can feel confident about each and every purchase. With resident experts from the fields of fashion, beauty and gardening, together with our expert guests who know their products inside-out (including famous names like Jemma Kidd and Lulu), QVC customers are always able to make well-informed decisions about what they buy. Virtually the entire enterprise, from the broadcast studios to the call centre and the inventory management system is ‘live’, with customer’s responses visible in increments of three seconds, meaning we can respond rapidly to their demands and therefore provide a better offering, which in turn helps to increase sales. We’re not just a TV channel either. Customers can browse and purchase from our full range on our website, or by pressing the red button on their remote, or even on their iPhone or iPad with our QVC app. Customers can always keep in touch with QVC while they’re on the go. 8 WELCOME TO QVC UK Bobbi Brown Thorntons L’Occitane Dyson KitchenAid Kelly Hoppen Some of the world’s best-known brands from fashion, jewellery, beauty, home and electronics work with us. Famous names like; Bobbi Brown, Decléor, Dyson, Elemis, EMU, Liz Earle, L’Occitane, Lulu Guinness, Panasonic, Sony, Samsung, Thorntons and Yankee Candle (among others) all share our commitment to quality and appreciate our tailored approach. Some of the brands we work with By working with us, you can gain instant national exposure and online coverage, plus the opportunity to tell your story, your way! Kipling Martha Stewart Hewlett Packard Tiana B Lola Rose Emu 10 WELCOME TO QVC UK SHOP WITH QVC WHENEVER, WHEREVER Keeping up with the latest technology remains top of our agenda here at QVC. In 2011 we gave our customers even more choice with the opportunity to shop on the go with the launch of our new iPhone app. Now, with just one tap, everything our customers love about shopping with us is at their fingertips. Over 70,000 customers have already downloaded the app and shop with us whenever they like and from wherever they happen to be. The app allows live streaming, so customers can watch QVC TV live from their iPhone with our 16:9 live stream and the current on-air item can be purchased. The app currently generates over 3 percent of our sales and it will be available on Android in 2012, offering even more customers access to QVC on the go. To help our customers decide which products are right for them, we have a Rate and Review system on our website. After purchasing, customers are encouraged to give their purchase a score out of five and to leave an additional comment. The products are then ‘scored’ using a weighting system, which takes into account the number of reviews received and scores given. Over 50,000 different products have been reviewed since the system was introduced in October 2007 and the product with the most reviews has received a whopping 228,828! Although we have an established web presence, we shall be revamping our website in mid-2012 to display our new, modern look and to ensure our customers have a great online experience. We have taken over £1 million in sales on a single day via our website qvcuk.com. It’s an ever-growing component in our multi-platform offering. Overall Rating Social media has become part of everyday life – Facebook, Twitter, YouTube and qvcuk.com have not only helped to shape our company, they’ve changed the retail landscape for good. It’s now not just important to have a presence online, it’s vital to have a multi-platform retail experience that engages and impacts on customers at every level. With that in mind we’ve enabled our customers to interact with each other, ask us questions on Facebook and watch their favourite QVC shows on YouTube. 12 WELCOME TO QVC UK QVC STYLE QVC Style was launched in May 2011 and is available 24-hours-a-day on Sky via the red button. The channel is dedicated to Fashion, Accessories and branded Jewellery, and comprises the most recent fashion shows aired on the main QVC channel as well as some exclusive content, featuring style advice, hints and tips. QVC BEAUTY In October 2010, QVC launched its second channel, QVC Beauty, giving our customers the option to browse and then buy high-end beauty products. It’s the first 24-hours-a-day TV channel dedicated to premium beauty brands and beauty advice, and it’s going from strength to strength. Kate James, Head of Buying, QVC Beauty says, “QVC Beauty is a fully dedicated channel to premium beauty brands, giving the customers the opportunity to get the inside track on their favourite brands and hear the advice given by some of the industry’s experts. The channel gives our vendors a platform to reach out to new and existing customers to share their brand story.” Philip van der Merwe, Buying Director, says, “The QVC Style channel on QVC Active gives our customers another chance to gain more information about a product in order to allow them to make an even better informed purchasing decision. The channel attracts a dedicated fashion-aware customer and also creates further awareness of the QVC fashion brand portfolio.” 14 WELCOME TO QVC UK QVC GLOBAL ONE WORLD ONE EXPERIENCE GERMANY... QVC Germany launched 8-hour broadcasting on December 1996, moving to 24-hour broadcasting in October 2003. QVC, Inc is one of the world’s largest multimedia retailers and serves 11.5 million customers globally each year. We broadcast live from the UK, US, Germany, Italy and Japan and there are firm plans to enter other exciting new markets. Being part of a global QVC family means we can share best practice and innovations in order to provide a fantastic offering to customers worldwide. We aim to provide an outstanding brand experience for our customers. We engage them in a community of people and ideas. We enrich them with compelling finds, creative presentations and extraordinary service, and we embrace them with a retail experience they can’t find anywhere else. Everyday we set out to grab our viewer’s attention and never let go. We offer them a front row seat to everything from legendary performers and world-renowned designers, to unstoppable innovations and exciting locations. We share the best and the brightest of our brands, insights, practices and values every day. And we’re sharing that same experience around the world, offering tailored solutions to the local market needs and desires. The channel now broadcasts in 27.5 million homes across Germany and Austria. FUTURE PROJECTS... In 2010 QVC Germany launched their second TV channel – QVC Plus. UNITED STATES... The US led the way, launching in 1986. Based in Westchester, Pennsylvania, it now serves 171,000 customers daily, it’s spearheaded multi-platform retailing with a hugely successful website, i-Phone app and social media presence on Facebook, YouTube and Twitter. QVC US is more than a television channel; more than a website – it’s a shopping community. Fresh Autumn Fashion Day, QVC Japan Mary Beth Roe, Lisa Robertson and Shawn Killinger at The Buzz on the Red Carpet Live from L.A. Seth Meyers, Anna Wintour, Mike George and Claire Watts at Fashion Night Out. JAPAN... QVC Italy Store Experience, Florence QVC Japan launched in April 2001. QVC Japan is based near Tokyo, where its corporate headquarters and call centre facility are located. Distribution facilities are located in Sakura City. ITALY... QVC Italy launched in October 2010. QVC Italy’s headquarters and broadcasting facilities are located in Brugherio, near Milan. QVC Italy broadcasts live 17 hours a day (although the channel runs 24 hours a day), 365 days a year. Customers at the QVC Store Experience in Italy 16 WELCOME TO QVC UK Catherine Huntley & Make-Up Artist Kathy Tayler Call Centre Staff ay Jilly Hallid Lulu QVC PEOPLE Delivering the QVC brand experience begins and ends with only one thing: our people. People dedicated to creativity, innovation and excellence. LEE & SJ bare Minerals Guest Presenter Working in the incredible culture of QVC is fast-paced and rewarding, with everyone in our television studios, our offices, our call centre and our delivery warehouse contributing to making QVC what it is. Jill Bauer, Host, QVC US Kelley Aydin, OUR NEW MEDIA & COMMERCE CENTRE Charlie Brook Elemis Guest Presenter As QVC has grown from year to year, we’ve needed to find a new home with the space and technology to match our ambition. Our new, purpose-built Media and Commerce Centre in Chiswick Park represents an investment of almost three years and £33.6 million. Claire Sutton This beautiful five-storey building incorporates specially designed state-of-the-art high definition ready TV studios and editing suites, all-new presenter and guest lounges, and cutting edge technology throughout, with plenty of space for the company to grow into as we continue to go from strength to strength. Backstage Renee, Attitudes by Renee Guest Presenter Suzi Adams, Vera Castagna, Northern Nights Guest Presenter Host, QVC Italy Debbie Flint 18 WELCOME TO QVC UK QVC IN NUMBERS > > > > > > > > > Active customers: 1 million Households ever shopped: 4 million Multichannel homes reached: 24 million Calls handled 2011: 13 million Items delivered 2011: 15 million Unique online visitors per month: 1 million Unique online sessions in 2011: 49 million Viewers per month: 8 million Number of viewers per year: 20 million We delight our customers > > > > 96% of QVC revenues are derived from repeat customers 93% of customers gave us a score of 8, 9 or 10 (out of 10) when measuring overall satisfaction 79% of customers claim that they will definitely shop with us in the future. 72% claim they will definitely recommend us to a friend As of April 2012 DISTRIBUTION CENTRE Our Distribution Centre, based in Knowsley, near Liverpool, is certainly a hive of industry. In 2012 we expect to ship almost 15 million units from there. Our warehouse is a massive 575,000 square feet and our High Bay area is a further 49,000 square feet. All-in-all our Knowsley site spans 681,000 square feet the size of eight football pitches - so there’s plenty of room to store your products! Speed of service is important to us and we aim to ship 100% of outbound goods within 48 hours. As we want all our customers to be totally satisfied with every purchase they make from us, it’s vital that the products we sell on QVC are of the highest quality. To ensure this, we have a specialist Quality Assurance team whose sole job is to check that the quality of our products is second to none. They test and inspect each of our products, every day. They also give our buyers advice on purchasing new products, let us know about any unacceptable merchandise we receive in our warehouse, and carry out audits and vendor checks to make sure we continue to meet our customers’ expectations. 20 WELCOME TO QVC UK QVC UK 19 FABULOUS YEARS! Since launching in 1993 we’ve come a long way, with many achievements to be proud of. And we are looking forward to many more fabulous years to come. Happy Fifth Birthday QVC! 1 April 1996 QVC reaches £100k sales in one day. QVC UK breaks new ground with its Operations Centre in Knowsley, Merseyside. The £14 million project creates a state-of-the-art facility on a 20-acre site that initially houses 350 telephone workstations in the Call Centre and a 125,000-square-foot Distribution Centre for hardgoods and apparel. 1994 1996 20 August 1994 1993 1995 1997 QVC UK Launched on Digital 14 June 1998 HA Microtek Scanner becomes QVC UK’s first £1 million Today’s Special Value. 10 April 2002 1 October 1998 17 January 2000 QVC UK celebrates its fifth anniversary by launching its Internet shopping site, qvcuk.com. The £16 million project commences to expand the Operation Centre’s Warehouse facilities. 1998 2000 1999 QVC UK launches on Digital Terrestrial Television (DTT), increasing the number of homes the channel reaches by 1.2 million - to nearly 11 million. 2001 2002 2003 Highest Number of CALLS QVC IPhone APP 20 July 2006 Highest number of calls answered in one day to date 167,864 (Fashion day). 10 December 2006 QVC takes more than £4 million in a single day for the first time. February 2008 February 2011 5 millionth new customer joined. New QVC iPhone app was launched. 2006 2008 2011 2007 2010 2012 1 October 1993 1 October 1995 January 1997 May 1999 August 2001 4 June 2003 August 2007 February 2010 2012 QVC, Inc. joins with BSkyB to launch it’s first international venture and the UK’s first shopping channel. QVC The Shopping Channel initially reaches 2.7 million homes in the United Kingdom when it starts broadcasting live at 2 pm. QVC UK launches QCut, its automated order taking system, to offer customers another option when shopping. Our 1 millionth new customer joined. In less than a year in operation, QVCUK.com reaches its first £1 million in shipped sales. QVC UK passes the £1 billion mark for gross sales. 100 millionth order was received. QVC works with Sony to launch music on QVC. QVC opens its new Media and Commerce Centre at Chiswick Park. QVC Launches 9 November 1997 QVC Active launches on Telewest Broadband. This historic milestone marks another technological first for QVC. For the first time on digital cable television, viewers are able to browse through a range of over 13,000 QVC products whilst still accessing the channel in the top right corner of the screen. QCUT September 1997 QVC received it’s 10 millionth order. QVC achieves £1 million sales in one day. One Million Pounds In shipped sales on qvcuk.com November 2003 First month in which we achieved over £1k average sales per minute. 13,000 QVC Products One HUNDRED Millionth order May 2010 QVC appeared on ITV for the first time in ‘The Zone.’ 19 September 2010 Our highest number of units ordered in one day - 176,320 generating £4.1m (Beauty Day). October 2010 QVC launched a channel dedicated to Beauty: QVC Beauty 5 December 2010 QVCUK.com takes more than £1million in a single day for the 1st time. 6 December 2010 Most units shipped in one day to date. 104,986 units generating £4.2m of shipped sales. QVC Building 8 Chiswick Park 566 Chiswick High Road LONDON W4 5XU T: +44 (0) 20 8811 5918 qvcuk.com Vendor Relations QVC UK T: +44 (0) 20 8811 5918 web: qvcuk.com/vendorrelations.html email: [email protected] Freeview 16 | Sky TV 640 Virgin TV 740 | Freesat 800 www.qvcuk.com Orderline 0800 50 40 30 QCut 0800 52 42 32