14th October, 2010

Ceramics and RetailingThe Formula for Joint SuccessAndrew van Zwanenberg

Myself – Andrew van Zwanenberg

•Supplied to;Debenhams, M&S, Next, Loblaws, Woolworths SA, Habitat, TKMaxx

•Worked on both sides of the fence – Manufacturing and Retail

3

Agenda

• The Customer.

• The Brand.

• Delivering for the Customer.

• Reasons to buy.

• Q&A.

Customer

5

Our Customer – 45+ ABC1 Female

Source Dragon Rouge November 2009

Brand

What matters to us.

Quality, Value, ServiceInnovation and Trust.

‘Quality worth every penny’

We are a retailer

What we do

Marks & Spencer is one of the UK’s leading retailers

with over 21 million customers visiting our stores every week.

We sell high quality, great value clothing and

home products and Outstanding Quality food.

We source our products responsibly from 2000 suppliers round the world.

Over 76,000 people work for M&S both in the UK

and in 41 territories overseas, where we have a growing international business

How our Business breaks down

Quality, Value, Service

Innovation

and Trust

Our Websites

http://corporate.marksandspencer.com

Corporate

Producthttp://www.marksandspencer.com

Delivering for the Customer

Priorities for RetailersProduct

Service

Delivery

Product

Competitive Price

Appropriate Quality

Reason to Buy

Service

Appropriate Communicati

onMake it

Easy

Minimum Fuss

Delivery

On Time

Consistent

Lead times

The Result?

Minimum Risk

Happy Customers who will come back and buy MORE

Max Money in the Tills

Suppliers are assessed against;

Margin / RPF

Delivery

Product differentiati

on

Reasons to Buy

Andrew van Zwanenberg

You have to give US a

Reason

to buy from you.

Product

We have to give THE

Customer

a

Reason

to shop with us.

Making them OUR Customer

We together can bring Customers into our stores

and make them Our Customer by offering –

Unique, Exciting, and Exclusive product.

This is product which is Different to the product

our competitors offer, and which Our Customers desire to buy from us.

Innovation

Quality, Value, Service

Innovation

and Trust

What is Innovation for M&S?

It is a reason for Our Customer to come an buy our product.

It is a method by which we can sell more product and

therefore buy more product from you.

Innovation for us is therefore Enhancing our product, by

making it Better to use, more Desirable to own, or more

Fun.

What is in M&S now?

What is in M&S now?

In 2007 Marks & Spencer launched stormwear TM, a water and stain repellent range for men. Every piece in our stormwear TM range has a high performance water repellant finish, so you stay dry whatever the weather.Brand value - $500,000,000 per annum

What is in M&S now?

Brand value - $300,000,000 per annum

We’ve tested our Ultimate Non-iron shirt and, once you’ve tumble dried it, there really is absolutely no ironing required.

Service

Make the Retailers Life easy

The Buyer is always right, but you are the

experts.

Delivery

You can manage out risk

You can move us closer to Market

You can maximise our commercial opportunity –

Money in the tills.

questions?