ARA Retailer Magazine 59 November 2017

CONTENTS Issue #59

Helping lower your cost of doing business

Features 10 FIRSTLINE WORKERS: THE HIDDEN GEM IN RETAIL How Firstline Workers hold the key to success for organisation-wide digital transformation

12 GREAT INNOVATION DESERVES INNOVATIVE WAYS OF LEARNING How retailers can use Virtual Reality in staff training

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16 THE HUMAN BENEFITS OF OMNI-CHANNEL RETAILING Most retailers know the benefits of an omni-channel approach when it comes to interacting with customers, but often the hidden advantage that many retailers don’t consider is the benefit to their employees

REGULARS 04 From the Executive Director

IN-HOUSE 36 The secret to effective employee engagement for the retail industry 40 How to be positive about the negatives TECHNOLOGY 14 Hiring smart to prolong staff retention 22 Technology is creating a faster, more intuitive and data driven retail sector 26 As Generation Z hits the store as both employee and customers, are retailers ready?

06 Retail news from across Australia 08 Concerns over consumer confidence 18 Retail Resources: Hiring right is the secret to success 32 Have yourself a merry little Christmas trade BUSINESS OPERATIONS 20 Retailers need to give bad behaviour the BOOT 28 Building relationships through customer emails 44 How to re-engage employees in times of change

ARA PRODUCTION TEAM

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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

Graphic Design Mikeila Scheckenbach mikeila@banditdesigngroup.com.au External Contributors FCB, SAP Hybris, Expr3ss!, Nespresso, Manhattan Associates, Microsoft Australia, Square, Directioneering,

@retailaustralia @austretailers

Editor Katherine Mechanicos araretailer@retail.org.au

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Advertising Account Manager Shaun Bajada 1300 368 041 shaun.bajada@retail.org.au

Inspiring Retail, StaffConnect, Fresh Eye Solutions, Kronos

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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