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Value-creating business model

Clicks Group’s strategy is realised through a value-creating, retail-led business model which appeals to the group’s predominantly female, middle to upper-income customer base.
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Consistently good value-for-money products delivered through competitive prices and effective promotions. Clicks is price competitive with national retailers. Approximately one-third of sales are generated through promotions.

Differentiated product offering through wide ranges of private label and exclusive brands. Exclusive health and beauty franchise brands offer further differentiation. Private label scheduled generic medicine ranges offer choice at a lower price.

Great customer experience in modern and appealing stores. Easy to navigate customer journey through stores, starting with the beauty offering. Service from engaging and knowledgeable staff in the front shop and pharmacy. Primary care clinics operate in many stores.

Extensive store and pharmacy network allowing for easy access to customers. Stores cover both destination and convenience formats. Edited ranges add to the convenience of shopping. The retail footprint is complemented by an online store offering in-store or home delivery.

Loyalty is rewarded through the ClubCard programme which aims to increase basket size and value, and frequency of shopping. ClubCard affinity partnerships enhance rewards. ClubCard enables Clicks to engage with customers.

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The business model is delivered by three strategic enablers:

Centralised supply chain

Centralised supply from company-owned distribution centres to all retail stores.

UPD provides an integrated healthcare supply chain channel for Clicks, with national coverage and up to twice daily delivery.


Information technology

Bespoke and proprietary systems which enable the following:

  • Planning, ordering and store ranging
  • Loyalty management
  • Healthcare management
  • Omni-channel management
  • Warehouse management

Motivated and skilled people

Values-driven culture with equitable reward and recognition mechanisms.

Investment in training and development.

Capacity building through in-house Pharmacy Healthcare Academy and bursary programme.

Through the successful execution of this business model the group aims to create sustainable value for shareholders and other key stakeholders.

The value created in the past financial year is outlined in creating value in 2018.