INTRODUCTION

About Zalora Group

ZALORA is one of Asia Pacifics leading group of online Fashion destinations. Its
started in 2012, a company has presence in Malaysia, Indonesia, Singapore, Brunei,
Philippines, Thailand, Vietnam, Hong Kong and Taiwan. All these countries are operated as
ZALORA but in Australia and New Zealand, where it operates as THE ICONIC. ZALORA is
the part of Global Fashion Group, the worlds leader in online fashion for emerging markets.
ZALORA Asia Group was set up by Rocket Internet, one of the largest e-commerce
and start-up incubator in the world. Rocket Internet ventures in many companies that has a
strong presence in Asia such as LAZADA, Food Panda and others.
ZALORA Groups localized sites offer a collection of top international and local
brands. They also sell products across apparel, shoes, accessories, and beauty for men and
women. They are offering the best benefits to attract their customers such as offering up to
100-day free returns, speedy deliveries as fast as 3 hours in some markets, free delivery over
certain spend, and multiple payment methods including cash-on-delivery.
For now, ZALORA was collaboration with the best of high street brands in the market
such as MANGO, River Island, Sephora, American Apparel and many more in their website.
However, they also have their own private label, Something Borrowed and EZRA, are also
successfully growing and highly recommended by customers.
Not just that, ZALORA Malaysia also collaborated with the local high-end fashion
designers such as Rizalman, Jovian Mandagie and Melinda Looi. They are working closely
by designing a collection exclusively for ZALORA. With only being in the market for two
years, ZALORA Malaysia has been rapidly growing in number of loyal customer base and
brands offered. This shows that ZALORA is aiming towards achieving their goals and shows
no signs of slowing down from it. Everyday, ZALORA constantly listening to their customers
for feedback and how to improve their services.
The marketplace
ZALORA are giving fashion fans a curated selection of independent fashion brands
and boutiques with the over 1,000 products on offer. They are allowing independent fashion
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designers and boutiques to bring their own brands online and reach ZALORAs massive
customer base. Connecting designers and boutiques directly with new customers via
ZALORA. The marketplace is all about to highlight the independent local designers and
brands.
ZALORA Group is the online shopping destination with endless fashion possibilities.
The things that make it more easily to shop with ZALORA is application ZALORA in mobile
phone. Make it convenient for users to shop while they are away from their laptops or PC so
that they do not miss out on huge promotions that is happening right at that moment.

Figure 1 : Catalog or online magazines of ZALORA.com

1. DISPLAY GOODS
Nowadays, Information Technology (IT) are growing very fast and it so used for all people,
organization and also business. In businesses, IT is so important tool to execute their business
because it can be as interact with their customers and also to promote the organizations
product. ZALORA also make IT as a medium to promote and communicate with their
customers. ZALORA are using IT to show their product with their own website which is
ZALORA.com
ZALORA are provided digital catalog that helps their customers inside or outside
Malaysia to see their collection of products. They are trying to show something new about the
collection, whether clothing, accessories, shoes or many more that are for the men and
women. The website is very easy to navigate and has clear tabs for mens, womens and kids
fashion.
As an online retailer of a variety of product their website also updates their catalog
regularly to bring the newest seasonal collections to Malaysia as soon as they are launched.
They are proving that there have several commerce design features that are missing for the
community part. The website displays other participation of the product. It possibly can
generate more engagement with the community.
ZALORA wanted to make their customers are happy shopping as straightforward yet
as engaging as possible. The most obvious benefit for the customer is that the site is less
cluttered, more streamlined and easier to browse. Every change was made to heighten the
experience of shopping for fashion online, which should be enjoyable and easy for customers.
It also can attract more people to visit their website and gains for customers. ZALORA also
have their own application for the iPhone users and Android users.

Figure 2 : Graphic catalog of ZALORA.com

2. PRODUCT INFORMATION

On ZALORA website, they provide information about the product that help their customers
to know about the item. They will describe about the printed on the item, type of the material,
price, how to make the payment and everything about the items. From this information it can
help customers make decisions which item to choose. ZALORA also provided that what
design, colours that are still available.
At every item ZALORA will describe about the price, colour, size, measurement as
help to customers for easy to choose. When the customer makes the confirmation about the
product ZALORA will give a shocking number to them. This shocking as reference or as
compliance reports that often completely miss the mark it comes to protecting their critical
data and IT infrastructure. This as one of the advantages that ZALORA provide for their
customers.
Every item there will label available if that item this on their inventories or stock. If
the product is not available, they will delete from their catalog. So, customers will know
which item that still can be purchased. The best part about ZALORA are they compensate if
the product is out of stock by not only refunding you the money, maybe it will take some time
but also give us a free voucher for our next purchase.

Figure 3 : more suggestion on different type but still in the same category

Figure 4 : description of the product

3. PERSONALIZE/CUSTOMIZE PRODUCT
Pine/Gilmore (1999, p 76) define customization as producing in response to a
particular customers desires. The author point out that it is relevant to make the distinction
between variety and customization. Whereas customization strives for fulfilling customers
needs, variety simply involves more choice from which the customer is able to choose.
Fundamentally, customers do not want choice, they just want exactly what they want
(Pine/Gilmore 1999, p76).
ZALORA.com customize their product accordingly for men, women and also kids.
From this, the customers can specifically click on what they are searching for. ZALORA
provide site log for every customer visit which is data mining capability to identify common
customer paths. It can make the customers feel easier to look for the path that they are going
through.

Figure 5 : customer on-site tracking

4. TRANSACTION PAYMENT
Basically, the online shopping website such as LAZADA, Food Panda and others will
provide us multiple options of payment. ZALORAs customers may also do the payment just
like other online shopping website.
Types of payment that can be made by customers:
i.

Credit card

All types of credit cards are acceptable, both international & local as long as it's a
MasterCard OR Visa.
ii.

My Store Credit

My Store Credit is a feature on ZALORA which allows you to accumulate store credit you
have received via your returns or gift card purchases! If you have balance Store Credit in
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your ZALORA account, it will be automatically used as the preferred payment method.
Should there be an outstanding amount after your Store Credit deduction, you may select one
of the other payment options to complete your purchase.
iii.

PayPal

PayPal is a payment method for online purchases that allows users to send and receive money
online. PayPal offers a fast, safe and easy method of payment without disclosing your credit
card or other financial information to the merchant.
iv.

IPay88

iPay88 is an Internet Payment Switching Gateway through credit card, Internet Banking (or
E-Debit) & Electronic Wallet (E-Wallet), developed by Mobile88.Com Sdn. Bhd.
It is the same Online Payment Gateway System currently provided by many licensed
Financial Institutions. For that reason, you can be certain of iPay88's security. iPay88 also
complies with PCI Data Security Standard and Malaysia Payment System Act.
IPay88 - Affiliate Banks Include:

v.

Maybank2u
CIMB Clicks
Alliance Bank
Ambank
Hong Leong Bank
RHB
MEPS Affiliate Banks
Web Cash
Cash On Delivery (COD)

COD is an exclusive service that is provided to the customers for certain postal codes.
ZALORA deliver through it logistics partners Ta-q-bin or GDEX. Please key in your postal
code here to find out if we accept COD. Please note that you need to pay the Cash On
Delivery amount before opening your parcel and trying on your items. This is for security and
anonymity purposes. If you don't like the products or the size doesn't fit for you, you can
always return the items afterward.
vi.

Bank Transfer

Bank Name: CIMB Islamic Bank Berhad

Account Name: Jade EServices Malaysia Sdn Bhd
Account Number: 8600039284
Bank Transfer is also only available for certain postal codes. After payment, please fill in the
Bank Transfer slip details requested here to complete your transaction. You will find the
necessary details on the Bank Transfer slip from the ATM/CDM machine or online
confirmation screen after payment. After placing your order, you have 24 hours to make
payment and upload your Bank Transfer slip to avoid your order being canceled.
If you have access to online banking (CIMB Clicks, Maybank2U, PBeBank, Hong Leong
Connect etc.), ZALORA strongly recommend using Online Banking (Direct Debit) for instant
payment and processing.

Figure 6 : Multiple payment and delivery

5. CUSTOMER INFORMATION
Customer database is a collection of records of consumer purchasing patterns and
histories stored in a computer system and organized so that it can be retrieved quickly to
provide information for a variety of uses. Information contained in a customer database is
obtained from store receipts, credit card purchases, mail-order requests, information inquiries,
and other sources demonstrating customer preferences or predisposition to purchasing a
product. Customer databases are useful to marketers when planning promotions for new
products, repeat sales, or cross-selling techniques.
Database is the systematically organized or structured repository of indexed
information that allows easy retrieval, updating analysis and output of data. Database usually
stored in a computer, this data could be in the firms of graphics, reports, scripts, tables, and
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text, representing almost every kind of information. Most computer applications are database
at their core.
Collection of Personal Information
ZALORA does not sell, share or trade customers personal information collected online with third
parties.
When you create a ZALORA account the personal information, information needed include:

Name
Delivery Address
Email Address
Telephone Number
Mobile Number
Date of Birth
Gender

The personal information that have been collected from you will be used in some or all of the
following ways:

To deliver the products you have purchased from ZALORA

To update you on the delivery of the product and for customer support purposes
To provide you with relevant product information
To process your orders and to provide you with the services and information offered through
our website and which you request
ZALORA may pass your name and address on to a third party in order to make delivery of the

product to you (for example to our courier or supplier). When you register as a user on ZALORA
website, they will also use your personal information to send you marketing and/or promotional
materials from time to time. You can unsubscribe from marketing information at any time by using the
unsubscribe function within the electronic marketing material.

Collection of Computer Data

When you visit ZALORA, our company servers will automatically record information that
your browser sends whenever you visit a website. This data may include:

Your computer's IP address

Browser type
Webpage you were visiting before you came to our site
The pages with in ZALORA you visit
The time spent on those pages, items and information searched for on our site, access
times and dates, and other statistics.
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This information is collected for analysis and evaluation in order to help us improve our site
and the services and products we provide. This data will not be used in association with any
other personal information.

Figure 7 : ZALORA privacy statement

Creating an Account
Don't have an account yet? Heres how to get started with ZALORA:

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6. AFTER-SALE CUSTOMER SUPPORT

Sales figures
The overall sum of expenditures made by consumers of a product or set
of products within

some time

frame and/or

economic region.

A marketing analyst working for a manufacturing business might look at

overall recent sales figures within product categories relevant to their
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company's product

line to

assess

how

confident

consumers

are

in spending within the present economic environment.

Sales record
The information you have on your customers, including but not limited to
their contact information, how often they purchase from you, what they
purchase and how they pay their bills. A company sales record are most
valuable marketing information source.
ZALORA sales record
All the sales record are very important. They are attaching the sales record from the monthly
report of the ZALORA.

Figure 8 : ZALORA sales report year 2012

View Past Orders

Click on the ACCOUNT tab, then choose ORDER TRACKING. This is where you can see
the orders you have made with ZALORA, along with the corresponding order number. Use

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information from this tab whenever you need to check the status of your orders with
ZALORA.

Figure 9 : Order tracking/Purchase history

7. MARKETING/ADVERTISING
Advertising
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The web advertising model is an extension of the traditional media broadcast model.
The broadcaster, in this case, a web site, provides content (usually, but not necessarily, for
free) and services (like email, IM, blogs) mixed with advertising messages in the form of
banner ads. Achievements obtained by ZALORA quite impressive. In just 7 months of
operation, ZALORA already has 100,000 fans on Facebook and has more than 200
employees. ZALORA is a successful online business, and provides a wide range of very
interesting stuff. To introduce goods and products from ZALORA, ZALORA advertise their
website on various other random website. This can increase the number of users who will
access the site ZALORA, and can increase customers and profits ZALORA. In addition, the
website also advertises ZALORA radio, television and any other social media.

Figure 10 : Connection between ZALORA and other social media

Discount
To increase sales, and improve customer, ZALORA offer discounts on every festive
season and the end of the year. This attractive customers to make purchases online with
ZALORA. Each festive season, customer can buy items with price cuts that really worth it
and as we know, the customer is trying to limit their purchases, and customers like to get
quality goods at low prices. Therefore, the items are in ZALORA. ZALORA also offers a
wide range of items divided into two genders. In addition it offers a range of personal items,
clothing, bags, shoes, jewellery and so on. This can attract customers for extravagant in
ZALORA easily with various options.

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Figure 11 : example of discount available

Voucher
Cash in on the best discount codes and coupons for this season's hottest outfits with
ZALORA Malaysia. Looking for new clothes or shoes? Look no further; if you are a fashionsavvy shopper, you will no doubt have heard of ZALORA. ZALORA is the South-East Asia's
version of ASOS, and the top online fashion and beauty retailer in the region. Within 3 years
of its inception, it has expanded from a tiny 3-man company based in Singapore to become a
1500-people strong corporation working in 10 different nations. ZALORA Malaysia sells
some of the trendiest clothes, shoes and beauty products, and is the go-to online beauty retail
store for fashion-forward twenty something. ZALORA Malaysia offers great savings and
discounts through its ZALORA discount codes and ZALORA coupons to maximise your
savings and beautify your wardrobe. ZALORA Malaysia ships free to Malaysia with
purchases over just RM75. So hurry down and check out the best ZALORA discount codes
and ZALORA coupons.

Figure 12 : Example of vouchers that is sent by mail

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Get your fix of the latest trends with ZALORA Malaysia

ZALORA Malaysia curates the brands it takes on board with it stringently to give you
the best of today's fashion. The dedicated team of ZALORA editors selects a wide range of
styles and inspirations to ensure that trend-setters, vintage-lovers and hippies will find their
fix of their favourite beauty accessories, heels and clothes. Everybody will have something to
their taste, so head over and check out the clothes and accessories available on ZALORA
Malaysia. Are you sick of combing through the endless array of clothes on shelves but not
finding what you want? Want new clothes but have no time to shop? Or are you cashstrapped and simply trying to find affordable sleek stylish wear at cheap discounted prices?
ZALORA Malaysia is the perfect solution to your frustrations. With more than 3000 products
in stock, ZALORA carries many of the major international fashion and beauty brands
including Mango, Ray Bans, DKNY and Sephora. This is alongside local fashion brands and
designers such as Aqeela Muslimah and Rizalman. So whether you are looking for a new tote
bag or a hijab, ZALORA has you covered. Check out the ZALORA discounts and ZALORA
coupons to get your fashion fix at affordable inexpensive prices. With a few clicks, your
brand new outfit will be sent on its way to your home. By operating online, ZALORA
Malaysia is able to save on physical warehouse costs and pass on these savings to you at
breakneck prices. This is why they are able to offer you some of the most exclusive
ZALORA discount codes and coupons, and give you a guilt-free enjoyable shopping
experience. Indulge and pamper yourselves with some new clothes today, because you are
worth it.

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8. UNDERSTAND MARKETING EFFECTIVENESS

ZALORA pushes brand with local music

E-Commerce site ZALORA is making a move to attract the local market with its latest
collaborations with local singer-songwriters Nathan Hartono, Cilla Chan, Sezairi and Ming
Bridges, on a brand campaign titled ZALORA Loves Local. The campaign will launch
today with a YouTube masthead space showcasing these artists, and will run across the online
store. The ads feature a curated landing page that highlights the talents as well as the styles of
each musician. ZALORA Loves Local will also be supported across all of the e-tailers
marketing channels such as social media, search, and direct marketing via newsletters and
mobile. Those in Singapore visiting the YouTube homepage on any device will also see a
masthead featuring a ZALORA -styled shoot of the four musicians dressed in ZALORA
outfits. The flash-animated masthead will include shout-outs on each artist, to provide
exposure for their talents. Users can then click through to the ZALORA homepage to see the
campaign shop-in-shop where they can view exclusive content on ZALORA Loves Local
shoot, alongside in-store musical performances by each artist. The campaign also marks
ZALORA first attempt at a masthead advertising format, a marketing platform that is still
very new to Southeast Asia on YouTube. Just last month, Zalora Group secured US$112
million (SG$139 million) in funding from privately held investor group Access Industries. In
May 2013, it also received a US$100 million funding. The new capital will support ZALORA

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Groups efforts to scale up operations and gain an even stronger foothold throughout
Southeast Asia and Australia, serving 600 million potential online shopping customers in the
region. Michele Ferrario, managing director of the ZALORA Group said the investment will
allow the company to continue building on its position as the leading fashion and beauty ecommerce retailer in Southeast Asia. Both the worlds of music and fashion are all about
expression, so the lines between the two are often blurred, Dione Song, marketing director,
ZALORA Singapore said. This latest campaign aims to take a step further to combine music
and fashion by leveraging ZALORA strength in fashion retail, to provide the support and
attention that our local music scene very much deserves. Most recently, the e-retailer
launched its first private brand Ezra and focused on broadening its offering to include a
variety of fashion and beauty items.
Website
Website ZALORA has a simple and very easy to use by Internet users. By the time the
products you want placed into the shopping cart, the buyer will be directed to several
preferred method of payment. When finished paying, then ZALORA will immediately
provide the booking status of the buyer. Each buyer will receive the tracking code order
making it easier for buyers to track the whereabouts of their order. In addition, business
marketing strategies adopted by the brand ZALORA are many options available, and even
more than 400 famous brand both locally and internationally. Options brands, quality from
abroad such as Steve Madden, Calvin Klein, Guess, Hush Puppies, Oakley, Nike, Rip Curl,
and also there are local brands that are already widely known by the people of Indonesia as
Contempo, (X) SML, etc, Prices of goods in stores and on the counter ZALORA also no
difference, thus giving consumers the convenience and pleasure in shopping online.
Programmatic advantage
ZALORA wanted to grow its customer base in South East Asia by acquiring new
customers via programmatic display advertising across mobile, desktop and social. Operating
in seven different markets in South East AsiaSingapore, Indonesia, Malaysia & Brunei, the
Philippines, Thailand, Vietnam and Hong KongZALORA faced the challenge of growing
its business across varying income levels, Internet adoption rates, languages and cultures. To
support its aggressive growth strategy in spite of these challenges, ZALORA needed to come
up with a cost-effective way to acquire new customers in order to solidify its leading market
position in the South East Asian region. To help, ZALORA tasked partner Socio-mantic with
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helping the retailer to increase conversions from new customers with high average basket
sizes at a reasonable acquisition cost. ZALORA ran programmatic display campaigns for
desktop, mobile and Facebook across its seven markets for a control period of three months.
A custom segmentation setup for ZALORA by Socio-mantic made it possible to exclude
existing customers from the campaigns in order to maximise budget efficiency and campaign
focus. This was made possible with Socio-mantic proprietary real-time bidder, which
combines ZALORAs CRM data with real-time user profiles to differentiate new-to-site users
and focus investments on the new user segment. The same engine also optimize the price of
each ad impression to Customer Acquisition Cost (CAC) goals that were pre-defined by
ZALORA. For each of the campaigns, Socio mantic dynamic creative optimize (DCO)
engine ensured that each ad displayed was personalized with relevant product
recommendations based on users on-site behaviours and offers for new customers. This was
an especially important feature given the need for different languages, product offerings and
promotions to be served in the seven markets. To help ZALORA take advantage of the
growing trend of mobile, dynamic banners were built with device-agnostic HTML5 in order
to run with equal levels of personalization across mobile, tablet and desktop inventory.
ZALORA and Socio-mantic were able to achieve a 17 per cent increase in new customer
acquisition (average across all markets), in tandem with a 12 per cent increase in revenue
contribution from Socio-mantic campaigns.
ZALORA joins We Chat, launches Singles Day campaign
We Chat 10 NOVEMBER announced its collaboration with local online retailer
ZALORA, with the launch of ZALORAs official We Chat account. We Chat users in
Singapore can now connect with the brand through the official account, keep up with the
latest news and campaigns, and easily navigate ZALORAs online shopping app using inbuilt keyword shortcuts, all without leaving We Chat. We are excited to partner one of the
largest online retailers in Singapore and providing our users with personalized access to
ZALORA, sharing with them a whole new shopping experience. With online and mobile
commerce on the rise in this region, we strongly believe in the possibilities this collaboration
could bring our users, both now and in the future, said Poshu Yeung, Vice President of
International Business Group at Ten cent, the company behind the We Chat app. Dione Song,
Marketing Director, ZALORA Singapore said, We Chat with its huge popularity and reach
in the region, is a valuable partner for us to improve mobile shopping experience in Asia. Our
presence on We Chat will deepen our engagement with consumers and will allow us to reach
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them even when theyre messaging on their mobile. By subscribing to our official We Chat
account, ZALORA fans can keep an eye out for the latest happenings on ZALORA and enjoy
exclusive ZALORA We Chat promotions. This collaboration is a testament of our
commitment to provide more mobile shoppers fashion at their fingertips!
To commemorate the start of this partnership, ZALORA is launching their Singles Day
(11/11) campaign on their official We Chat account. The first 1,000 fans to text in
ILoveZALORA on 11 November will win ZALORA vouchers worth S$11, with no
minimum spend required. To win, simply: Follow ZALORA on their official We Chat
account (WeChat ID: ZaloraSG AND Send a text in saying: ILoveZALORA

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CONCLUSION
Shopping online at Zalora Malaysia means the days of trawling through endless malls
and stores to find that perfect fashion item are long gone. Whether you are searching for
apparel, footwear, accessories or beauty products, ZALORA Malaysia brings a huge
collection of brands from which to choose and buy the very best and latest; from shoes, such
as sneakers, espadrilles, heels, sandals for women, wedges down to clothes for men and
women, like shirts, tudung, maxi dress, jubah, swimwear, shorts, underwear, lingerie and
accessories such as fashion jewellery and bags. And indulge and pamper yourself with
personal care products, beauty aids, make-up, hair styling aids and get a hold of this seasons
best colours for eye make-up, nail polish and more.
ZALORA is no doubt the best Malaysia online boutique and from the early start they
kicked in as the ultimate online boutique in Malaysia. Online boutiques have been the perfect
choice for those who prefer to shop without leaving the comfort of their homes. ZALORA
offers amazing varieties of online fashion products such as trendy clothing for both men and
women with a wide selection of clothing brands which you can buy in clothing store using
the internets as the platform, whereas giving you the freedom to do your online shopping
whenever and wherever you want. However, the one thing that makes ZALORA stand out
among all other online fashion boutiques is that they have the best products from popular
brands in store. Thats why they go above and beyond to make sure you receive your
ZALORA order as quickly as possible - in major cities thats usually 1-3 working days. If you
are concerned about not liking your products after receiving them, fret not as you can return
them for a refund without bearing additional shipping fees.
With so much to offer it is no doubt that ZALORA really deserves the title of
Malaysias biggest online shopping site in this country. For the past few years when the trend
of shopping online finally first made a debut, everyone was not really sure with what
Malaysian online shopping would benefit us all.

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