ARA Retailer Magazine 62 July 2018

CONTENTS Issue #62

Ask your customers to press CHQ or SAV toget cash out and avoidATMfees.

Features 10 IS TECH ENOUGH TO IMPROVE THE CUSTOMER EXPERIENCE? By harnessing the right technology, retailers can enhance the overall experience for their customers. 14 LOYALTY AT THE CORE OF RETAIL How retailers can grow their customer base and increase consumer loyalty. 18 WHY YOU NEED PURPOSE IN AN AGE OF MISTRUST In a competitive environment where overseas rivals are putting pressure on local retailers, businesses need to invest in building their brand purpose for their customers and their people.

REGULARS 04 From the Executive Director 06 Retail news from across Australia 08 Matters of the heart are not always so simple 22 The heart of hiring 28 The cultivating culture of retail 40 The benefits of managing your workforce

LOGISTICS 12

Clearly, transparencywins in a customer-centricworld How to boost the motivation of a retailer’s most valuable asset: their shopfront workforce

24

eftpos is a great way to give your customers added value with their everyday purchases. The more cash they get out from your store, the less cash you will have on the premises, helping to reduce the cost and risk of doing business.

32 Fromonline shopping to ‘reality’ shopping - AugmentedReality for retail 36 Food and the instant gratification era 42 Customer-drivenfinancial innovation at the heart of retail 48 The value of home 46 The three levels of inventory insight youneed to deliver omni-channel profitability

CORPORATE SOCIAL RESPONSIBILITY 16 Productswith a purpose 20 Transparency is the newblack 26 The homeless grapes project 30 Fashionably conscious 34 The newsustainable future 38 The true value of CSR in retail

CUSTOMER EXPERIENCE 27

Mobile marketing for retailers: location is everything Consumer engagement in an on-demand economy

44

50 The retail ‘S’ factor 52 Breaking down barriers and building consumer relationships

ARA PRODUCTION TEAM

Editor Katherine Mechanicos araretailer@retail.org.au Advertising Account Manager Chris Sav 1300 368 041 chris.sav@retail.org.au Graphic Design Mikeila Scheckenbach mikeila@banditdesigngroup.com.au

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Australian Retailers Association Phone (toll free): 1300 368 041 Fax: (03) 8660 3399 Melbourne Office Level 1, 112 Wellington Parade East Melbourne VIC 3002 Sydney Office Suite 104, 40-48 Atchinson Street St Leonards NSW 2065

External Contributors Monitor Deloitte, eStar, Pronto Software, FCB Group, Kentico, Stocard, Temando, Manhattan Associates, Plattar, Foodora, Nuticare, iNEEDa, the Australasian Circular Textile Association, BDO Aus- tralia, Fresh Eye Solutions, Get Capital, i=change, OrderUp!, SAP SuccessFactors, Victoria E-commerce, Vinomofo

@retailaustralia @austretailers

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Copyright Contents may not be reproduced in any form without permission from the Australian Retailers Association and then only with suitable acknowledgments. 2017 Australian Retailers Association ISSN: 183404720

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