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Successful management of complaints

Your job is to deliver excellent customer service at all times. However, sometimes, no matter how hard you try, you will find yourself dealing with a customer complaint. Complaints from customers happen when you least expect them and can often be difficult to deal with.

During your career within...

Defining the online path to purchase

“What is my consumers path to purchase?” The million-dollar question and one that is asked time and time again, and up until now, it’s been fairly hard to determine. But with online retail growing at such a fast pace, and the abundance of online behavioural data being collected, answering this...

The importance of small pretty things

Booking a hotel room throws up many different variables. I find it very difficult. Especially when you have never visited a holiday destination before. Recommendations from friends and using online social proof sites (Trip Advisor and the like) are the usual starting points. However, to make a...

Small business retail showcase

Small Business Victoria have partnered with Reed Gift Fairs for the upcoming Melbourne Gift Fair to highlight the importance of small business.

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Use your expert product knowledge

One of the main ways that you can use to stand out in a retail environment is through your product knowledge. Great product knowledge shows that you are professional and that you want your customers to have up-to-date, relevant information.

The advent of technology means that customers are more...

21st century customer engagement

Would you text a customer service desk?

How much should you spend on your brand?

It is true that some businesses spend only a few thousand dollars on branding, whilst others spend tens of thousands or even hundreds of thousands of dollars. With such a large range, how do you know how much you should be spending?

How to help manage the wellbeing of Generation Z in retail

The retail industry is a major employer in Australia with 11%[1] of the workforce employed in this sector. It’s highly labour intensive, therefore the psychological health and wellbeing of its workers are fundamental to the future of the industry. A lack of both experience and development can...

The cultivating culture of retail

Engaging passionate staff is not only crucial for your business but key to the future of the industry.

Australia’s independent retail revenue up 18% on global markets

The monthly revenue of Australia’s independent retailers over the past 12 months was 18% higher than the global average, according to data from retail management software leader Vend. This insight comes from Vend’s first Retail Benchmarks Report recently launched, which compared data from over...

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Build the sale and the relationship

Throughout the selling process you need to take advantage of every opportunity to build the relationship with your customer. You are aiming to give them more than the competition to ensure that you stand out in the customer's eye. You want them to return to your store the next time they need to...

Retail on the move with mobile printers

With the retail industry averaging a 2.76% growth year-on-year last year, and retail trade growth down more than 1% on the 50-year average, it is obvious retailers across the country are facing challenges.

Why the cost of labour is costing you good service

Today, all over the world, tasks are being automated to make transactions faster, more efficient and more consistent. Bit by bit, they are replacing traditional interpersonal service experiences. There are fewer strangers interacting with each other, fewer smiles being exchanged, fewer...

Mentally healthy workplaces

One in six working-age people are living with a mental health condition. Mental health conditions can come at a huge cost to individuals, those close to them, and to businesses that are ignorant to the existence of mental health problems in the workplace.

The young and the digitally driven

As shoppers are now more educated and connected with retail on various platforms, retailers need to be more proactive than reactive in the ever-changing marketplace.

You only lease time

Your lease should be likened to your local Member of Parliament. No sooner have they won the election for a further term, they are out there campaigning for the next term.

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Establish initial interaction with customer

If you were to look at your position description you would find that the area of sales and customer service is at the top of your priority list. There is nothing more important than the customer and everything that you do should be focused on what you can do to ensure a successful experience for...

Why customers love to buy now, pay later.

No doubt you’ve heard of the likes of AfterPay and ZipPay, allowing customers to pay later for things they want right now. These buy now, pay later (BNPL) services are the new-age version of lay-by, except the third-party companies typically assume all the financial risk. It allows shoppers to...

Technology: key to the retail industry’s employee engagement

When it comes to finding more innovative methods of marketing to consumers, the retail industry is ahead of the curve. A recent article from Forbes[1] highlights several current trends that show just how far this industry has gone to become a leader in its visionary deployment of advanced...

More Aussie shoppers snagging EOFY sales

Recent research by Salmat revealed the buying habits of Australian consumers just before tax time.

According to the study, a fifth (20%) of respondents said they planned to purchase something in the EOFY sales last financial year. Just under half (46%) of shoppers indicate they might have...

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