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Tackling legacy systems to exceed consumer expectations

Mobile phones used to be pre-purchase tools for activities such as researching products and prices. Today, shoppers are using their mobile phones to make purchases.

Learning from evolutions of the past, to keep yourself relevant for the future

Retail’s history is filled with stories about disruptive change and keeping up. It’s time to take a deeper look at why and to reflect on the common practices that are holding the industry back from truly meaningful change.

From Muji to Ikea: why the best retailers think like UX designers

Imagine walking into a store and finding a fitting room full of outfits curated just for you- items you reserved online, and a few chosen for you based on what you’ve bought in the past. You like a pair of jeans and a button-down, but you’re walking straight to dinner, so you have them shipped...

Trade opportunities for Australian small and medium-sized businesses

International demand for Australian products present a significant opportunity for Australian small and medium sized businesses (SMBs) to grow their business through cross-border trade over the next 12 months, according to independent research conducted by FedEx Express.

The power of personalisation

The power of personalisation

Physical stores still king until 2040

According to a recent report by Australia Post, online shopping represents 8% of total traditional retail sales. That same report predicts that by 2020, 10% of physical goods will be purchased online[1].

Are you connected?

When discussing customer satisfaction, our attention is often drawn towards shopfloor elements such as visual merchandising, product ranging, seasonal promotions, and frontline staff performance. In fact, there are many ways to rate satisfaction from our online review results, to a Net Promoter...

In-store fulfilment – how to use your retail stores as mini distribution centres

Under pressure to compete with international competitors, the tyranny of distance in Australia is a unique challenge for our domestic retailers. With many still operating central distribution centres, orders can travel thousands of kilometres to reach their destination. That’s time and money...

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...

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?

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...

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.

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...

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...

Advance cross-selling on store pickup orders

Retail as an industry is always changing, but today the advancement of digital and mobile innovation is creating disruption across the industry. The role of the store is evolving, shifting, and becoming more integral in the digitally-influenced buying journey. To adjust, store associate roles...

Mobile loyalty – a necessity, not an accessory

Embracing mobile is crucial to win over customers and increase their loyalty. With over 40% of the world’s population owning a smartphone, and 84% in Australia, according to Deloitte; we use our devices more than ever - including for interacting with businesses.

Using media to amplify your expertise

If you’ve wondered about the power of public relations (PR) and free media, the 2016 US Presidential election was the best example yet for generating awareness and leads without the hefty price tag of the usual media costs.

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