New Clicks Holdings recently announced their annual results and the growth was impressive to say the least. 

Since David Kneale, New Clicks Holdings (NCH) CEO, came on board in April 2006 the group has shown amazing results. Their operating profit increased by 31% in the six months prior to the interim results announcement, and significant operational improvements have been made across all stores. The recent announcement of the sale of Discom to the Edcon Group will enable the group to concentrate on top performance and establish New Clicks Holdings as the South African family brand that consumers know and trust.

With the customer experience in mind Clicks have opened two new stores and revamped a number of other stores with a fresh new look and feel. Customers visiting recently opened stores in Somerset West, Cape Town and Greenstone Mall, Edenvale welcomed the innovative store layouts geared to facilitate an effortless and relaxed shopping experience.

“We are planning to open seven new stores around the country by August this year, five of which will have in-store dispensaries. The design blueprint runs through all new and revamped stores ensuring a consistent look and feel. Over time, we plan to open 60 additional new-look stores; as well as revamp 50 existing flagship stores across the country”, says Quinton Cronje, Head of Marketing for Clicks.

Clicks market share has increased by 8% in less than three years, since the introduction of dispensaries into Clicks stores. Over the past six months 14 new Clicks + dispensaries were opened which has extended the Clicks pharmacy network to 124 pharmacies nationally. The latest customer value-add, which has been well received, is the introduction of a centralised customer database which enables ClubCard members to register at any Clicks pharmacy and thereafter access their patient and prescription records at any Clicks pharmacy around the country.

Another useful tool that forms part of the blueprint project is the introduction of touch pads in 40 top stores nationwide. Customers are encouraged to provide instant feedback on their shopping experience which ultimately translates into improved customer care.

Clicks are South Africa’s leading health and beauty retailer, as well as the number one provider of prescription medication. Awareness of the Clicks ClubCard loyalty programme is five times higher than that of any other consumer loyalty programme in the country.

“In principle the actual blueprint design is a simple one. The focus is on channeling customers through the store rather than a traditional supermarket layout. The stores are divided by a central spine and each retail division has been carefully placed to ensure maximum ease when shopping. We based this module on customer market research which determined what the customer looks for first.

Beauty is a main attraction for customers, which is why we place these products prominently at the store front, close to the entrance. The customers usually move from general toiletries into front shop health items and then onto the dispensary and clinic. From there the customer moves through home merchandise before reaching the sales tills, and in some instances the customer feedback touch pads.

Confectionary and magazines have also been conveniently placed at the pay area for last minute impulse purchases. The fixtures within the store are placed at different heights to break any monotony and the new colour palette that was chosen is the Clicks corporate blue and pale blue,” explains Cronje.

Clicks pharmacy has an accredited training academy which has to date trained 180 pharmacy assistants with a further 552 in training, thus ensuring that in the face of a national pharmacy shortage Clicks pharmacy will strive to meet customer needs.

Clicks ClubCard Discovery/Vitality members also continue to benefit from the partnership, where members receive a minimum of 8% discount in Cash-back Vouchers which over the past year equated to R25 million.

All of which translates into higher interim and ongoing results and more satisfied Clicks customers.