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
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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
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ACTIVE CUSTOMERS
‘09
‘10
‘11
PACKAGES SHIPPED
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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.
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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
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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.
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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.”
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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
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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
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WELCOME TO QVC UK
QVC IN
NUMBERS
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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
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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.
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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