Page 36 - CRC_One Report 2021_EN

Business Overview and Performance Corporate Governance Financial Statements Enclosure

(3) Fashion banners, such as Central Department Store, Robinson Department Store, Rinascente Department
Store, Supersports, and Central Marketing Group
(4) Property banners, such as Robinson Lifestyle, Tops Plaza, and Big C / GO! Vietnam

Central Retail is the partner of choice for global brands like Gucci, Bottega Veneta, Polo Ralph Lauren, Nike, Skechers,
Muji, Garmin, and Bose. By aiming to provide a differentiated offering across global and domestic merchandise
while still catering to local customer tastes and preferences, Central Retail believes to be one of the customers’ first
choices in each consumer expenditure category where Central Retail operates.

With strong commitment to adapt to customers’ diverse needs, Central Retail has continuously developed
omnichannel platforms to integrate the online and offline shopping experience seamlessly. Even though more
and more customers demand convenience from online shopping, Central Retail has forecasted that the in-store
shopping remains the first choice of customers and the pillar of retail business in Thailand in the next 5 years, with
the seamless integration of online and offline experiences. Therefore, the stores in Central Retail network have
combined the in-store product distribution through salespersons with the online distribution channels and created
the connection with customers through a variety of services as follows:

Click & Collect enables customers to shop online and pick
up at the store. This allows salespersons to serve customers
and increase the opportunity to cross sell and upsell more
products. Moreover, Reserve & Collect lets the customers
make online booking, then pick up and pay at the store.

Chat & Shop allows customers to communicate and receive
assistance in purchasing products from salespersons via
mobile phones. This also includes product ordering service
via messages on social media platforms such as Facebook
or official LINE stores under Central Retail’s brands.

Personal Shopper a new service that allows customers
to easily order products through a personal assistant who
is ready to supply any demand for any products, notify
customers about promotions and privileges. All of this in
only one call away to 1425. This includes Call & Shop of
Central Retail’s affiliates that allows customers to order
products via phone calls, along with the service from
assistant at the end of the line, ready to provide product
information, delivery, and installation to your home.

e-Ordering facilitates customers to order products not
displayed in the store, and customers can choose between
delivery at home or store pick-up.

Shop & Drive Thru allows customers to drive through and
pick up their ordered products while our staff prepares
products for delivery to customer’s vehicle.

Moreover, in-depth customer information acquired
via omnichannel will enable positive changes towards
new offerings of shopping experience that truly fits

36 Annual Report 2021 (Form 56-1 One-Report)