We were honoured this week to be part of the 2016 eftpos ARA Australian Retail Awards, as a category sponsor for the Temando Multichannel Retailer of the Year. Speaking of which, a very warm congratulations to the winner, Mon Purse, and to the runner-up, The Good Guys. Although both businesses couldn't be further apart in their product offering, brand identity, and corporate strategy, their ability to champion their customers across a variety of channels defines them as trailblazers in the industry.
Photo: Temando APAC Marketing Manager - Sheeda Cheng, with Mon Purse representatives. Congratulations on your win for the Temando Multichannel Retailer of the Year award.
Serving our customers well is also one of our objectives here at Temando, and to succeed, we have to keep our ear to the ground. At the Retail Awards, we conducted a survey to find out which areas in multichannel retailing retailers would like to see improved, here are the findings:
- 67% say multichannel retailers are doing a good job with multiple shipping options.
Retailers generally felt comfortable with the shipping options they are offering, and from a poll we ran last year, we found that the top three most popular options aside from standard shipping are express shipping (1-3 days), collect from store, and same day shipping. The options which have not gained much traction yet in Australia are after-hours or weekend shipping, locker collection, and hyperlocal shipping (1-3 hours). With shipping being a big differentiator in eCommerce, multichannel retailers may want to consider expanding their shipping options beyond what’s typically offered to stand out.
- 56% say customer communications around delivery delays must be improved.
Nobody likes waiting around, and by not communicating delays to customers, you’re saying that you don’t think their time is valuable. How do you think this will impact your brand? With this in mind, it’s concerning when over half of the retailers we polled tell us that multichannel retailers need to improve customer communications on delivery delays. With existing technology in the market that can trigger automatic alerts to customers via SMS, text, or email on changes in delivery status, we hope lags in post-purchase communications will soon be a thing of the past.
Photo: A sweet end to start the day - VIP guests left with chocolate-coated espresso beans in Temando mugs after the Retail Awards breakfast.
- 63% say multichannel retailers are putting online returns portals to good use.
It’s encouraging to see that the concept of self-serve is gaining popularity in Australia, with 63% of Retail Award attendees applauding multichannel retailers for their use of returns portals. To serve the customer even better, retailers can have their returns portal customised to reflect their own brand with Temando, with the additional benefit of having return labels emailed directly to customers as part of the process. Find out more how you can optimise the returns process by downloading our e-book, Walking the Returns Tightrope.
- 48% say cross-selling between online and physical stores needs work.
There’s plenty of opportunities for multichannel retailers to explore when it comes to cross-selling, especially in a scenario where a customer opts to click-and-collect their online orders in physical stores. Alternatively, physical store customers may get mobile alerts or an email about complementary items to complete a look that they’ve just bought in store. Check out this video by our partner, Linc, who demonstrates cross-selling at the post-purchase stage.
Retailers also rated the ability of multichannel retailers to streamline shipping and fulfillment by optimising their online and physical presence at 52 out of a 100 - suggesting that there’s an awareness among retailers that more can be done. For some ideas on how shipping and fulfillment can benefit retailers, download our e-book, The Pursuit of Post-Purchase Happiness.
Photo: From left to right, Temando APAC VP - Fran Ereira, Thankyou Co-founder & MD - Daniel Flynn, and ARA council president & Baker’s Delight Founder & CEO - Roger Gillespie
For those who were at the Retail Awards, it goes without saying that the standout keynote speaker for the day was Daniel Flynn, co-founder and managing director of social enterprise, Thankyou. Daniel’s entrepreneurial journey is filled with its fair share of struggles - not dissimilar to what other retailers (albeit in various guises) experienced along the way, however, his fearlessness in challenging the status quo has enabled him to come out on top.
A final toast to winners of all award categories which you can view here, and thank you to the Australian Retailers Association team for bringing us on board.