PODCAST: The Undeniable Power of Retail Insight

There’s no denying that with the staying power of an e-commerce presence bringing a plethora of accessible analytics on consumer and global trends, retail businesses must adapt and tap into this data to survive and thrive. In this podcast with MarketScale, Retail Doctor Group CEO, Brian Walker, unpacks this idea of harnessing this data and converting it into usable insights ...

It’s getting personal. The power of consumer personality profiling

Brian Walker The way you dress is an expression of your personality. – Alessandro Michele Bob the builder is a likable middle-aged builder, who lives in Smithtown with his partner and two children. Bob enjoys a Friday evening out and typically votes Labor. He has lived in his local area for quite a few years. Bob visits his local Bunnings ...

Prescription for pharmacy’s future

OPINION | Peter Sheppard Independent Pharmacy has been under siege for as long as I can remember from various angles including significant reduction in PBS payments, discounters, supermarkets, on-line…. all resulting in sales and margin pressure, along with rising costs in rent, wages and other expenses.  This of course, has and will, put our typical pharmacies under pressure on the ...

Never mind the features, feel the benefits

Brian Walker “Your intellect may be confused, but your emotions will never lie to you.” – Roger Ebert “You will love this product it has two semiconductors!” Or, “it’s made from 80 per cent cotton!” Or, “It has a quality guarantee of 12 months!” It’s about as inspiring and motivating as putting the garbage out. Yet product features are probably ...

Other retailers are suffering, so how is JB Hi-Fi still making a motza?

Benedict Brook WHILE competitors are struggling, JB has posted record earnings. Insiders say it has the special sauce needed to beat Amazon. JB HI-FI chief executive Richard Murray can be forgiven for being pleased with himself today. At a time when retailers, from Toys R Us to Dick Smith, seem to be falling over themselves to fail, JB has just ...

Retail learnings from the vision and legacy of Apple

Brian Walker The thing is, I don’t want to be sold to when I walk into a store. I want to be welcomed.   – Angela Ahrendts, Senior Vice President of Retail at Apple Inc. As I write this, Apple have announced a market capital valuation of US$1 trillion. Perhaps to put that into perspective, it’s circa four times the ...

Let’s talk Amazon: Research results over breakfast

The lead up to the launch of Amazon Australia sent the retail industry into disruption. Retail Doctor Group has tracked shifts in consumer perceptions and behaviours prior to and following Amazon’s launch to provide industry leading insights: • 1 in 3 Australians have shopped on Amazon – How has this impacted your customers’ behaviour? • What strategies can you implement to ...

Sumo Salad still searching for a buyer after calling in the administrators

Stuart Marsh Health-focused fast-food chain Sumo Salad is still searching for a buyer after the business went into voluntary administration late last month. The Sumo Group, which boasts a network of 85 franchise stores, called in Ferrier Hodgson partners Morgan Kelly and Peter Gothard as administrators on July 18. The administration process has an approximate timeline of 35 to 60 ...

Documents reveal Amazon’s stunning loss during first month of trading in Australia

Alexis Carey AMAZON has spruiked its Aussie launch as its most successful ever. But these official documents tell a very different story. WHEN Amazon launched in Australia with much fanfare in December, it didn’t take long for the company to start touting its success. In fact, according to Amazon, the number of first-day orders in Australia were higher than for ...

‘Fulfilment’ in fashion retail

OPINION | David Kindl For all the investments made by retailers into their back-end logistics, are we getting the customer-facing areas right? Aussie retailers are dealing with many issues in 2018. There is growing competition from online retail, overseas retailers arriving on our shores, consumers experiencing low wages growth and higher costs of living – just to name a few. ...

When was the last time you measured your customer service?

Peter Sheppard What does the customer think, and does it really matter? In today’s retail world the buzzword for being successful within bricks-and-mortar stores is ‘experience’. Every retail executive’s answer to the challenge posed by the growth of online retail; and suggested defence by bricks-and-mortar, is to provide the customer with a better experience. This might be the answer, however how many retailers are ...

Retail icon unveils ‘world-first’ partnership to lure in Aussie kids and parents

Alexis Carey Its core customer is well-to-do, older and literally at risk of dying out. But struggling retail giant David Jones has come up with a bold new plan. AILING retail juggernaut David Jones is hoping to reverse its fortunes by zeroing in on an unexpected new group of customers. At a top-secret media conference on Wednesday morning, the department store revealed ...

The changing face of retail

Advice from industry leaders. “Physical retail is not dead, boring retail is dead.” Speaking at a recent Fit for Business breakfast for leading retailers, Retail Doctor Group CEO, Brian Walker said retailers needed to adapt to today’s fast transforming retail landscape. Walker also spoke about experiential shopping being the future of retail and how to lead in the era of Google, ...

How to beat the machine

Brian Walker Humanity’s legacy of stories and storytelling is the most precious we have. All wisdom is in our stories and songs. A story is how we construct our experiences. At the very simplest, it can be: ‘He/she was born, lived, died.’ Probably that is the template of our stories – a beginning, middle, and end. This structure is in our ...

How to win in the post Amazon world: Reaching crucial consumer opinion to better navigate the retail industry shift

New market entrants, game changers and disruptors are making even the largest, most established and loved brands question their approach and position. Amazon nationally made headlines last year with their arrival in the Australian market. Retailers had grave concerns about the impact of Amazon. Retail Doctor Group’s Customer Insights Division called on Lightspeed to explore what consumers are really saying ...

Are you ahead in the race to win in retail?

Retail Industry Keynote speaker, Brian Walker understands what makes retailers and brands successful. Brian says, “what I hope people get from my presentations is an understanding that I’ve been where they are. I’ve been running retail and franchise businesses. I understand at the coalface, what to implement in retail.” He passes this knowledge on in a series of energetic, engaging ...

We’re presenting at the Market Research for a Mobile World Conference

Retail Doctor Group’s Head of Insights, Anastasia Lloyd-Wallis is presenting at the Market Research for a Mobile World APAC Conference in Singapore, on June 27 and 28.Anastasia will be presenting the results of our research study into consumer perceptions and behaviour, both pre and post the launch of Amazon in Australia.The results found that: 1 in 3 of the Australian population now shop on Amazon.com.au 1 ...

Ignore Amazon at your peril

Peter Sheppard Are we fit enough to compete with this game changing retailer? That is a question nearly all traditional style retailers are asking, and if not, should be asking of themselves and their advisors. Amazon has just launched its Amazon Prime offer in Australia. Prime, as it is known wherever it operates, is a vital part to Amazon’s future ...

Amazon’s impact on Australian retail

Since the launch of Amazon in Australia in 2017, Australian retail leaders have been asking: How will Amazon impact the Australian retail landscape? How do we guide retailers through this disruption? Will it change Australian consumer behaviour? Retail Doctor Group’s Insights Division recently led a research study into consumer perceptions and behaviour towards the launch of Amazon in Australia and found ...

Is the discounting drug worse than the illness?

Peter Sheppard I am continually amazed when walking retail malls the amount of discounting that is offered by virtually all general merchandise retailers, be they fashion, homewares, jewellers or whatever category you can think of. This is true for the vast majority of the year, be it in peak trading times or not. I do not understand why a retailer ...

Mark Bouris and Brian Walker talk business at The Illawarra Connection

Greg Ellis   Business and retail experts continue the impressive lineup of speakers continues at The Illawarra Connection in July and August. The Silver Anniversary black-tie dinner on August 7 at the Novotel Wollongong Northbeach will feature The Mentor himself Mark Bouris, of Yellow Brick Road. But registrations are being taken now for the annual TIC lunch on July 11 ...

Do you own the retail space?

Brian Walker “In a very real way, ownership is the essence of leadership. When you are ‘ridiculously in charge,’ then you own whatever happens in a company, school, et cetera. ” – Henry Cloud One of the first questions to consider in working with a retailer’s business, almost regardless of size, is to consider one simple question. A litmus test ...

Doc Martens – a classic brand  innovating and reinventing itself

Brian Walker “When I grew up, what was interesting for me was that music was colour and life was grey. So music for me has always been more than entertainment.” Pete Townshend Worn on the feet of everyone from British skinheads to the Pope John Paul II, invented by a German Doctor, Klaus Mäertens, and initially bought to fame by ...

Innovate your product or follow the leader

Brian Walker “I do think there is a lot of potential if you have a compelling product and people are willing to pay a premium for that.” Elon Musk What do Godfreys, Metalicus, and Esprit have in common? Perhaps once heroes and the shining stars of their respective sectors? Perhaps once early adopters and possibly even pioneers within their category? And now? Are ...

Why shortening the transaction gap and lengthening the experience matters

Brian Walker “Learning and innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow.” William Pollard Remember the good old days when our wants and needs were so simply satisfied by the composition of suppliers, distribution and buildings we know as shops? We had a need, saw an ...

Why Australian retail is breaking under the weight of stock

Brian Walker I was always a kid trying to make a buck. I borrowed a dollar from my dad, went to the penny candy store, bought a dollar’s worth of candy, set up my booth, and sold candy for five cents apiece. Ate half my inventory, made $2.50, gave my dad back his dollar. Guy Fieri Recently, I wrote on ...

Hope is not a strategy

April 20, 2018
Hope is not a strategy

Peter Sheppard In the fast changing world of retail and social behaviour, hoping that things will get better in the future is just not going to be enough for your business to improve or even maintain recent results. The current trading environment is not cyclical, it has fundamentally changed, and will keep changing. So if change is certain – taxes ...

Retail doctor tells Bendigo traders to develop unified vision for shopping in their city

“A tale of two cities” is how the council’s hand-picked retail doctor has described Bendigo’s ailing central business district. The City of Greater Bendigo brought Brian Walker to town on Thursday to gauge the state of business in Bendigo and while he lauded precincts like View Street for their “unique”, “chic” culture, he said there was room for improvement elsewhere. Crime and ...

Making a statement – lessons from a graffiti artist

“Walls are hot right now, but I was into them long before Trump made it cool,” Banksy You may have heard this week, British graffiti artist Banksy – famous for never revealing his identity – has opened a hotel… in Bethlehem. The Walled Off Hotel is nestled against the controversial barrier wall separating Israel from the Palestinian territories. According to ...

Howards Storage World reveals its new owner and starts 70% off sale

Howards Storage World has plans to “get rid of the old to make way for the new”, launching a 70% off sale after announcing the identity of its new owner. In a statement, the retailer revealed that former Sportland Group executive Enayat Ghiasi has bought the business’ assets, brand name, and ongoing business. The business and its importing company have been sold ...

Kaufland confirms it’s coming to Australia: Is Aldi rival Lidl next?

German retail giant Kaufland is set to arrive on Australian stores, and one expert believes it could bring Aldi’s biggest rival, Lidl, along with it. The big-box has established an Australian website and is hiring for a number of management positions, including a letting manager and an architectural planner. SmartCompany first reported on Kaufland’s potential expansion down under last November, when ...

How Kmart went from bargain basement to global success story

ON CLOSED Facebook groups with more than 100,000 members, obsessive fans swap advice and tips about their shared obsession. “Matching Easter pjs for my girls,” writes one. “Not even 30 seconds after this pic my youngest was crying because she doesn’t want to look like her sister [crying laughter emoji].” “How much and what sizes are available?” others are desperate ...

SAP Hybris goes beyond quote-to-cash with new solution

SAP has released a new range of cloud products based on a microservices architecture, offering new capabilities for order configuration, pricing, quoting, order orchestration and subscription billing. SAP Hybris Revenue Cloud is an extension of the company’s customer engagement and commerce cloud suite, to allow enterprises to integrate billing strategically rather than tactically into their digital business models. The solution, ...

‘X marks the spot’ – TK Maxx to enter Australia

‘We keep moving forward, opening new doors and doing new things, because we’re curious and curiosity keeps leading us down new paths’ – Walt Disney The element of surprise as a part of retail theatre is increasingly become a unique component of the customer engagement mix. It’s no secret to see, the ‘special buy’ psychology underpinning the rise of the Aldi ...

Franchising Expo gets down to business at ICC Sydney

The brand new ICC Sydney at Darling Harbour will be filled with the who’s who of franchising at the Franchising & Business Opportunities Expo from Saturday 25 – Sunday 26th March. Now in its 30th year, this enterprising event offers visitors a forum to compare and research a diverse range of franchise opportunities, with investment levels from under $10,000 to ...

Keeping up with Ted Baker

Camera got them images Camera got them all Nothing’s shocking Showed me everybody “Ted, just admit it”  Jane’s addiction While 92.9 per cent of Australian retail spend is still spent within bricks and mortar, increasing Australian mobile phone usage is not a figure that we can ignore. Consider that 84 per cent of Australians own a smart phone. One in ...

Interested in taking your retail consulting career up a level?

Are you…? An experienced retail leader? (multi-site is critical) Degree qualified? Personable, analytical, customer focused, and stand for your customers’ success? Looking to grow your career inside a growing business? Resilient, focussed and have that unique blend of ambition and humility? Have you…? Significant consulting and advisory experience in retailing? A passion for working within an evolving retail industry? Can ...

Boost Juice goes in to bat for Ballarat after revealing its first drive-through store

Boost Juice is moving into the drive-through business, and the announcement of its new store model and a passionate defence of the Victorian city of Ballarat has engaged tens of thousands of customers online. The juice chain confirmed yesterday that it will open a drive-through store in Sebastapol from next Friday. “For all those who live no where near Sebastopol, we ...

Myer raid could trigger David Jones merger

The $100 million raid on Myer shares could be the first step in an ambitious plan to merge the business with long-time rival David Jones, according to a leading retail analyst. Billionaire Solomon Lew’s Premier Investments has confirmed it was behind the raid, which comes just three years after Mr Lew bought a similar stake in David Jones to use ...

How to grow a brand customers fall in love with

“Without change there is no innovation, creativity, or incentive for improvement. Those who initiate change will have a better opportunity to manage the change that is inevitable” – William Pollard Kmart came to Australia from the US in 1960s, and in the past couple of years under the leadership of Guy Russo, has turned its fortunes around, moving from bargain basement ...

Don’t blame the referee, let’s concentrate on the game plan

The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails.’ – William Arthur Ward Study the truly great business performers in retail and other sectors and you see some startlingly simple commonality to their success… A strong focus on the end game Passionate engaged cultures (the internal brand) A fundamental belief Speed to ...

SumoSalad is ditching “volatile” food courts in search of more on-the-go customers

One of Australia’s largest health-focused fast food chains says poor trading conditions and shopping centres’ approach to food retail are having a “cannibalisation” effect that has led to its decision to ditch food courts and search for other retail sites. A strategic pivot from salad chain SumoSalad will see the retailer establish new stores in locations such as hospitals, universities, and transport hubs in ...

Myer buys Marcs and David Lawrence fashion brands

Myer has purchased Marcs and David Lawrence for an undisclosed sum, but the future of the struggling fashion labels’ stores and staff remains bleak. Marcs and David Lawrence went into administration in February after a slide in sales pushed them into the red. Rather than buy the entire business, Myer is only purchasing the brands and current inventory, to maintain ...

Myer acquisition on Marcs and David Lawrence does not cover staff obligations

Myers has saved Marcs and David Lawrence after the two most popular brands in Australia went into administration in February. The acquisition would include the existing inventory, brand names and intellectual property of the retail stores. However, lease liabilities and staff obligations were not included in the acquisition. Daniel Bracken, chief merchandise and customer of Myer, said that the company ...

Furla buys back Australian business on soaring luxury sales

Luxury Retail Group (LRG) claims premium handbag-maker Furla’s decision to buy back its local stores is a vote of confidence in Australia’s rapidly expanding luxury retail sector. Furla Group sells its exclusive, Italian accessories through a network of 15 stores in Australia and the region’s sales have grown to represent 5 per cent of the brands’ annual, global revenue in ...

Why underinvestment is hurting Australian retail

Investment in space stimulates society, it stimulates it economically, it stimulates it intellectually, and it gives us all passion – Bill Nye Walk into any regional shopping centre or high street and you will see that some of Australian mid-market speciality retail is in a malaise. These retailers are faced by increased competition, a technology-using customer who is more promiscuous ...

Retail Basics Are So Yesterday

There are definitely times where I am listening to the radio, and I think, ‘That would be awesome. I would love to sing that.’ It’s this weird karaoke fantasy that I might someday get to live out on the big screen – Skylar Astin Current Australian online retail sales are at circa $2.5bn and while growing at 15 per cent ...

Big W deemed ‘work in progress’ by Woolworths Group CEO

A RETAIL expert says Woolies’ supermarket war with Coles and its failing Masters stores is the root of its spectacular Big W’s fall in fortunes. Woolworths Group chief executive Brad Banducci admitted this week it could take years for the company to turn around Big W’s fortunes. His comments come after new figures show Big W’s sales have dropped by ...

Bricks and mortar is the heart and soul

“Customer experience is the next competitive battleground.  It’s where businesses are won or lost.”  –Tom Knighton Ever wonder why we still do what we have always done for the same or similar result? More important now than ever before, with the determined and continued growth of online retail and the entrance of new and foreign competitors, the answer to this ...

Longer boats are arriving and who manned the light house?

Longer boats are coming to win us  They’re coming to win us, they’re coming to win us  Longer boats are coming to win us  Hold on to the shore, they’ll be taking the key from the door.  -Yusuf Islam, also known as Cat Stevens Australian retail was previously, as a representation of Australian commerce, an island economy – somewhat protected, ...

Building award-winning retail

Learning and innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow. -William Pollard Today, I am pleased to announce the launch of Retail Innovations 12, a publication containing case studies of the very best in futuristic and innovative retailing from across the globe. Congratulations to this year’s ...

Amazon – it’s a Prime affair

“Our society distributes itself into barbarians, philistines and populace; and America is just ourselves with the barbarians quite left out, and the populace nearly.” Matthew Arnold Isn’t it remarkable that pending retail IPOs from businesses such as Officeworks could have their multiples “downgraded” on the basis of a new competitor? This is real barbarians at the gate stuff, that this ...

The State of Play in Digital Retail Today

It has been a pretty challenging period recently for many of our nation’s retail CEOs, with consumer spending weathering through some tougher times. And yet the speed of change in consumer behaviour continues to accelerate with demands for more mobility of retail offer, construction of retail “ecosystems” and increasing returns on trading. Capital is increasing and whilst there are many opportunities there ...

Building the right Growth Model

Strategy is about making choices, trade-offs; it’s about deliberately choosing to be different. Michael Porter It’s no secret that consumers are armed, promiscuous (largely) and well-informed – increasingly favouring quality of offer over the size of a brand. Being relevant, customised, mobile and quick. In all facets of a retailer’s relationship, the experience provided to and with a customer has achieved greater priority ...

Why underinvestment is hurting Australian retail

Investment in space stimulates society, it stimulates it economically, it stimulates it intellectually, and it gives us all passion. Bill Nye Walk into any regional shopping centre or high street and you will see that some of Australian mid-market speciality retail is in a malaise. These retailers are faced by increased competition, a technology-using customer who is more promiscuous than ...

Leading the customer experience at the edge

“The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man”. So wrote George Bernard Shaw. Great retail shop design, formats, digital integration and sensory experiences are all outputs. Outputs of a well crafted insightful retail strategy. And it’s our designers who are ...

How to breed innovation

April 19, 2018
How to breed innovation

“Most of us understand that innovation is enormously important. It’s the only insurance against irrelevance. It’s the only guarantee of long-term customer loyalty. It’s the only strategy for out-performing a dismal economy.”- Gary Hamel The buzz word of 2017 is innovation, can’t seem to tune into some business dialogue somewhere without the word innovation appearing, A truly laudable board and ...

Disruptors Rule – The Rise of Re Commerce

The reason why it is so difficult for existing firms to capitalize on disruptive innovations is that their processes and their business model that make them good at the existing business actually make them bad at competing for the disruption. – Clayton Christensen Perhaps Clayton’s Christensen’s insights into disruption can apply to some of our retailers? Could it be argued ...

The changing skill sets to be a retailer

You know you’re not anonymous on our site. We’re greeting you by name, showing you past purchases, to the degree that you can arrange to have transparency combined with an explanation of what the consumer benefit is. Jeff Bezos Just as Uber is a software company, Amazon is a tech company. So are Google and Facebook. It just so happens ...

Decathlon Connect – the theatre of retail

Unless we tell stories about ourselves, which is all that theatre  is, we’re in deep trouble. – Alan Rickman Each year, the global innovation awards winners through our international network, Ebeltoft, provide fascinating insights into the world of retailer ingenuity, adaptation and innovation. One of the innovation finalists, Decathlon, is a great example of enabling interaction with its customers, through its ...

How to build your brand’s trust economy

If people like you, they’ll listen to you, but if they trust you, they’ll do business with you. Zig Ziglar With consumers now buying into brand experiences rather than individual retail channels, consumer trust has emerged as the currency you cannot trade. It is amazing that in a world of transactions and online noise that “trust” as a keenly preserved ...

Attitude before experience when recruiting for sales personnel

On scanning many job adverts over the years, one of the most descriptive words used in recruiting is “experienced”. Be it for sales staff or any other customer interface positions. While experience, no doubt has some merit, is it more important than looking for people with the right attitude? I have seldom walked out of a retail business and said, ...

Are your stores fit for business…or are they the same old vanilla?

Having been in retail for many decades, I cannot help but visit stores and consume retail, even when not officially working. On a recent trip to South Africa I was therefore compelled to see the new developments in Johannesburg, (Mall of Africa) Pretoria (Menlyn Park) and Durban (Umhlanga). These are all major new retail developments in a country known for ...

Vita Mojo – The Seamless Experience

Intelligence is the ability to adapt to change. Stephen Hawking Customer in control, technology fuelling the interaction capability, adaptatively retail tailoring the experience, global retailers showcasing their innovative models. As the Australasian member of Ebeltoft Group, we bring to you another of this year’s ’s Retail Innovations 12 worldwide finalists, Vita Mojo. This London based take away restaurant are a ...

Ray Ban transforming optical retailing

“He needs to do something about those skinny legs. I’m going to make him do some squats. And then we’re going to make him do some biceps curls to beef up those scrawny little arms. But if he could only do something about putting some meat on his ideas.”  (on Barack Obama) Arnold Schwarzenegger Is Arnie, the most famous Ray ...

Is being 80 per cent ‘fit for business’ enough in today’s competitive world?

When I was learning the required retail skills in the 70’s, 80’s and 90’s, they were quite different from today. If stock was 80 per cent correct and balanced, 80 per cent of locations were in the right place, 80 per cent of your customers were satisfied, this was the pass mark. Your business was respected and profitable. But what ...

All things must pass – the inevitable rise and fall of brands

And has left you with no warning But it’s not always going To be this grey All things must pass All things must pass away George Harrison Greetings, I write this en-route to our global retail study meeting with Ebeltoft Group and to Shoptalk Europe, naturally enough this offers a perspective into the current and future thinking within our sector ...

In search of Retail’s Holy Grail How to discover greater profits in business

“Well have you heard about the great crusade? We ran into millions, but nobody got paid.” These prophetic words to the Hunters and Collector’s famed song could well apply to one of the most critical inputs to speciality retail success. It’s always interesting to see that it’s not lack of profit that influences the “business fitness’ of a business, it ...

From acorns to icons – lessons in change leadership

I‘ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. – Maya Angelou Last week, Retail Doctor Group hosted some of our country’s preeminent senior retail leaders including Peter Birtles CEO of Super Retail, Luke Baylis co-founder of Sumo Salad, and Steve Cox, CEO of ...

Retail predictions for 2018

Prediction is very difficult, especially if it’s about the future. Niels Bohr Happy New Year to our readers, clients, colleagues and friends of the Retail Doctor Group Community Each year we begin our series of blogs with our top five retail predictions for 2018. So without fear or favour, here they are below. As always we welcome your feedback. I also ...

Is slow trade self-inflicted?

Do you measure your success rate in quiet times and if so against what? How intensely is your investment in retail working in the post Christmas period? There are many measures that can be applied to the effectiveness of your business. The obvious and most telling measure is profitability, but there are other measures that will ultimately affect a company’s bottom ...

“You talking to me?”

We’re so complex; we’re mysteries to ourselves; we’re difficult to each other. And then storytelling reminds us we’re all the same. Brad Pitt Good entertainment be it movies, theatre, music or even sport is storytelling. It evokes a feeling, a memory – so how can we describe storytelling? When watching a great movie, do we seriously recall the producer’s name ...

Boards of today and tomorrow

Agility is fundamental to leading a team through times of change. Sandra E. Peterson Boards stepping in, CEOs being replaced, impatience with results all lead me to wonder whether the role of the board has changed in modern times. Or is it in fact changing, or does it need to change? And are these valid questions for today’s retailers? I suspect ...

Digital mythbusters for retailers

If there’s something strange in your neighbourhood.Who ya gonna call? Ghostbusters! (Mythbusters). Where is digital truly changing the way in which we retail to date and what are the greatest disruptions likely to occur in the short-term? As we know, there are many names, pseudonyms and new business models born under the term digital, all said to enhance the customer ...

Amazon Juggernaut is Coming

November 15, 2017
Amazon Juggernaut is Coming

“If you don’t like something, change it. If you can’t change it, change your attitude.” Maya Angelou ​ The Amazon juggernaut is coming to change Australian retail…or so they say. There is also lots of conjecture over what their offering will be? What is their strategy? And how will they deliver it to the Australian consumer? ​ A great deal ...

How well do you understand your millennial consumer?

We have recently conducted research, with our global partners, Ebeltoft Group, into the shopping behaviours of Australian millennials. For a few years, we have seen many retailers struggle to connect with millennials for a number of reasons. Many have found themselves distracted and left confused by millennial myths floating around the industry, about this supposedly ‘indecisive’ and ‘un-loyal’ market. Others ...

Should you leave customer care to the least trained staff?

The golden rule for every business man is this: “Put yourself in your customer’s place.” – Orison Swett Marden​ I know, I get it, it’s November and we need to get staff on board for our Christmas period, not too early and certainly as inexpensively as possible. ​ For so many retail businesses, the Christmas trading period is the most ...