Customer centricity as

key driver of growth

E-shop Expo

March 19th 2015

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - Customer Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - Customer Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Vente-Exclusive.com: the biggest flash sales site in the Benelux

Being the biggest private flash sale site in the Benelux, we offer more than 150.000 products in Fashion & Lifestyle• Almost 4 milion members

• 3 to 5 new sales per day

• Over 700 brands

Some facts and figures

In 2014 we…

… passed the mark of 3 million members

… organized more than 1200 sales, with over 700 brands

… sold more than 3 million items

… shipped more than 1 million orders

… employed over 120 people

… passed the mark of over 130K followers on Social Media

Our business model leads to an a-typical e-commerce experience

6

To visit the site, you have to register first

You cannot look for whatever you are interested in – you see the “flavor of the day”

As we have daily offers, we send you an e-mail every day, to keep you informed

When you start shopping, you only have 15 minutes to go to check out

You pay when you order, but you have to wait +/- 10 to 14 days to receive the products

But,… you get discounts going from 30 tot 70%!

And the offer surprises you every day

Who are our members?

+/- 80% Women

Majority from 25 to 55 years old

Educated, with buying power

Curious, modern and up to date

Fashion & brand conscious brand lovers

83% of our buyers are frequent visitors

More than 120 000 unique visitors per day

2 out of 3 members look at 2 or 3 different sales when visiting the site*

9%

30%32%

23%

6%

Under 25Years Old

25 to 34Years Old

35-45Years Old

45-60Years Old

60Years Oldand over

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - Customer Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Customer centricity

“A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption in our work. He is the purpose of it.

He is not an outsider in our business. He is part of it.

We are not doing him a favor by serving him.

He is doing us a favor by giving us an opportunity to do so."

(Mahatma Gandhi)

Customer Centricity – How to get it in the organisation ?

We want to put our customers at the center of what we do and decide

Design the organisation, value proposition, processes and offer always with

the customer in mind

Measure progress and ask feedback – NPS !

Involve the whole team

Use your own products and stimulate the entire team to do so

« Walk the talk »

Customer Centricity – our “virtuous cycle”

Listen. Innovate. Grow.

Repeat

Customer Centricity – how to bring it to reality?

We listen to our members and involve them in almost everything we doDiscussion Panels

Test Panels

Member Surveys

Feedback via our Customer Care Team

Personal experiences / feedback

We measure Net Promoter Score

We share customer feedback internally

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - Customer Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Customer care leading to customer Satisfaction

Our members truly appreciate our efforts to make sure they get a great service:

Super goede website

met schitterende

koopjes, perfecte

levering én after sales.

Een echte aanrader! (Wugly)

Vente-exclusive is de

beste en hipste online

shop ter wereld! Mooie

kledij, mooie kortingen!!

Ik ben avast fan!Sandy (Facebook)

Dag Sophie/Noémie,

Ik neem toch even graag de tijd om hierop te reageren.Ik koop wel vaker online, vooral in buitenlandse shops dan. Net zoals met online bankieren, voel ik het ontbreken van een persoonlijke contact zelden als een minpunt of gemis aan.Dat neemt niet weg dat ik jullie aanpak rond mijn vraag erg apprecieer. Ik stel het echt op prijs dat je de moeite nam om het uit te zoeken én me dan nog even op te bellen ook. Dat aspect betekent voor mij de 'Exclusive' in Vente-Exclusive. Niet alleen doen jullie erg jullie best om te detecteren wat online shoppende klanten wensen en verwachten. Jullie komen ook steeds met nieuwe features aan en extraatjes die het bijzonder aangenaam maken als klant. Jouw persoonlijk bericht bij mijn vraag, is de kers op de taart. Hartelijk dank dus hiervoor, jullie maken van jullie klanten koningen, wat minder evident is dan het lijkt.

Groetjes en alvast een prettig weekend,

Customer care – leading to excellent service and satisfaction

High customer satisfaction

– Increasing NPS

2013 2014

Net Promoter Score

– Independent ratings

Creating engagement and rewarding customers

Leading to great ambassadors…

– Awards in 2014

• BeCommerce Award

• Webshop logistiek Award (public vote)

Supporting us

– Member-get-member aquisition channel

Recommending us

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective – Customer Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Customer experience - Dare to invest and innovate for customers

Improve the user experience

Site

Mobile

Seamless experience

Dare to challenge your platform/technology before it is outdated

Make changes fast, learn fast, and move on (or back) even faster

Eliminate « noise »

Do not leave crucial elements in the hands of others

Dare to make mistakes – as long as you learn

Example - Mobile

20

We are “Mobile” since the summer of 2011

Seamless integration between mobile and site

Our (iPhone / iPad and Android) apps Were downloaded ~400,000 times

Are daily used by tens of thousands of people to check our sales

Allow us to stay even closer to our members, whenever, wherever

Today, around >50% of our traffic comes via mobile devices

Interesting findings related to mobile usersNL members use mobile more to look at the sales and more often buy via the site

later on (compared to BE members)

App users are more loyal members

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - User Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Adapt the user experience to the user (1)

Personalisation

Relevance is all about

Getting the right message

At the right time

To the right people

Via the most appropriate communication channel

In the most appropriate format & wording

Adapt the user experience to the user (2)

Segmentation

0%

2%

4%

6%

8%

10%

12%

Group A Group B

Purchase frequency

0

10

20

30

40

50

60

70

Group A Group B

Visits per month

Short overview

Vente-Exclusive.com at a glance

Customer Centricity – it’s key

Cherish the Customer - Customer Care & Loyalty

Think from the Customer’s perspective - User Experience

Adapt yourself to the Customer – Relevance & personalisation

Our ambitions for the future

Our ambitions

25

Growth in Benelux

New markets

Customers

Mobile

People