Above (from left to right): Ragtrader editor Assia Benmedjdoub facilitates a panel of successful fashion startups - Mon Purse founder Lana Hopkins, Stylerunner founder Julie Stevanja, and Her Fashion Box founder Kath Purkis.
Last week, we attended Ragtrader’s highly successful business event, Designed2Disrupt in Sydney to hear from the the trailblazers of the Australian retail industry. In a sign of support, many speakers and attendees donned outfits by local Australian designers, and the air was electric with optimism about the future of retail. Here’s our favourite moments:
Above: Amanda Gore, emotional intelligence expert and award-winning keynote speaker
“Joy is a competitive advantage that increases sales by 37%.”
Emotional intelligence expert, Amanda Gore got the entire room roaring positive affirmations, which was refreshing - but more importantly, tied the concept of making customers feel good about themselves with solid proof of how it increases business performance. By acknowledging your customer’s pain points, and realising that your business “is not about you, it’s about them”, you’ll be able to truly transform your business.
Above: Paul Fanthorpe, General Manager Customer Research & Insights of Australia Post
"Online shoppers are more promiscuous than traditional shoppers."
Paul Fanthorpe, GM Customer Research & Insights of Australia Post, urged the room to consider the promiscuity of online shoppers, where with one click, your store can be replaced by a competitor with a better offering. Hence, it’s all the more important now to listen closer to your customers, and provide value and consistency through the entire customer journey no matter where they are located. Get the full report.
Above: Daniel Bracken, Chief Merchandise and Customer Officer of MYER
“90% of emails in the past were customer service complaints.”
Daniel Bracken, MYER’s Chief Merchandise and Customer Officer, was candid about the challenges the department store faced, and emphasized that increasing productivity by serving the customer better is a top priority. One way that MYER has addressed this is by disrupting their fulfillment model by shipping from store. As a result, they have eradicated split shipments, and enhanced their omni-channel presence.
Image credit: Ragtrader
In a poll we conducted at the event, all attendees agreed that fashion retailers in Australia need to work on their customers' post-purchase experience to stay competitive. 91% of attendees believed that fashion retailers should invest in order tracking via SMS, email and/or chat - highlighting the awareness among the industry of the key role that shipping plays in increasing customer satisfaction. Personalised customer communications was also important, with 55% of attendees citing it as a key feature, while having the ability to offer multiple shipping options was important to 36% of attendees.
While disruption was the ‘It’ word for the day, we found that retailers also wanted specific responses to the common issues that they face, such as finding a sustainable way to offer free shipping, and how to avoid unnecessarily high buffer stock or separate pools of inventory. Use our ‘4 Tips for Mind-Blowing eCommerce’ to help you get started on improving your shipping and fulfillment strategy, or simply contact us to explore the best solutions for your eCommerce business.
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