Retail News CRM

Author: Mei Ling Tan

  • Nokia identifies top five reasons for mobile churn

    Nokia identifies top five reasons for mobile churn

    Mobile subscribers worldwide are placing more importance on customer service and value as network quality improves, research from Nokia indicates.

    The top five factors motivating the decision to select or leave operators are cost and billing, network quality, customer care and service and device portfolios, a global survey shows.

    Customer care has grown to be about on par with network quality as a deciding factor for whether to stay with a mobile operator, the results suggest.

    Respondents indicated that customer care has 60% more impact on their loyalty than it did just two years ago.

    This is partly also due to the fact that networks are improving in mature markets. Customers in these regions reported a 13 percentage point improvement in their satisfaction with internet connection quality compared to 2014. But in emerging markets there was a slight decline.

    More than two thirds of respondents indicated they would leave an operator over network quality issues, with the speed and consistency of internet connections mattering more than either voice quality or network coverage.

    Respondents using 4G were 38% more likely to be satisfied with their data speed and 24% more likely to be satisfied with data consistency.

    But the report also suggests that 4G adoption remains far from universal. In the past year, only 38% of the respondents signed up for 4G, and almost a third do not know if their operators offer the technology.

    Price remains the most important factor when it comes to customer acquisition and retention, the survey shows.

    But mobile customers – particularly in mature markets – will often choose easy-to-understand terms and conditions over price. Nokia said this suggests that customers want more transparency when it comes to contract terms, rate structures and data fees.

    “We can see the marketing battles to acquire mobile subscribers are fierce. What we don’t see as well is the work operators do every day to retain customers. Our study shows how important that work is – and also how challenging it is as customers, attached to their phones, demand higher levels of service,” Nokia applications and analytics president Bhaskar Gorti said.

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  • Giorgio Armani Asia suffers in China

    Giorgio Armani Asia suffers in China

    Italian fashion house Giorgio Armani Asia is the latest luxury retailer to cite greater China as the cause of a downturn in sales.

    Burberry and Hugo Boss have also been hit by China’s economic slowdown, leading to Hugo Boss cutting its prices in Asia.

    Armani says revenues grew 4.5 per cent last year, a 16 per cent drop from the year before. Revenues totalled €2.65 billion (US$ 2.95 billion). Prada had sales of €3.55 billion.

    The Milan-based group, whose products include accessories, cosmetics and furniture, and the more affordable Armani Exchange range, says earnings before interest, tax, depreciation and amortisation edged up 1 per cent to €513 million last year, from €507 million in 2014.

    Despite the slowdown, the firm says its cash reserves of €640 million allowed it to step up investments in its brands to “further strengthen its competitive market position”.

    “These results are the outcome of an attentive diversification policy for the group’s lines, paired with the co-ordination of distribution channels and enhancement of the role that our trade partners play,” says president Giorgio Armani, who founded the company in 1975. The 81-year-old designer is still actively involved in the business.

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  • Central Pattana plans to enter Malaysia

    Central Pattana plans to enter Malaysia

    Shopping mall developer Central Pattana, which runs 29 malls in Thailand, plans to open its first foreign outlet in Malaysia in 2018.

    It will work through a joint venture with a Malaysian company in which it holds a 60 per cent stake. The new mall, under the Central brand, will be in Shah Alam, west of Kuala Lumpur.

    To be built on about 44,000 sqm of land, the mall will have a net leasable area of 89,700 sqm, and cost about 8.3 billion baht (US$232 million) to build.

    Senior executive VP Naparat Sriwanvit says Central Pattana plans to open 15 malls by 2020, three of them outside Thailand. Indonesia and Vietnam have been listed as potential targets because of their large populations and rising incomes.

    As with Malaysia, the company plans to enter other markets through joint ventures with local partners.

    Naparat says the Thai market is still promising, with room for expansion in the suburban areas of Bangkok and the provinces. The company plans to open a 1.9 billion baht mall in the southern city of Nakhon Si Thammarat at the end of next month, as well as two other locations outside Bangkok next year.

    Central Pattana, with CentralWorld mall in central Bangkok as its flagship, saw its net profit rise 7 per cent last year.

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  • Christian Lahoude Studio designed the 60-square-meter Jimmy Choo store in Hong Kong

    Christian Lahoude Studio designed the 60-square-meter Jimmy Choo store in Hong Kong

    Christian Lahoude Studio designed the 60-square-meter Jimmy Choo store in Hong Kong’s luxury LANDMARK shopping mall, updating the existing space with the refreshed brand identity. The double-height, glass façade, with a large light box display, attracts the mall traffic into the shop. The framed glass façade was designed without molding, providing the setting for the custom window displays and a clear view into the retail environment.

    Upon entering the store, visitors are greeted by the central display feature conceived by the Studio to best make use of the small footprint and to create circulation through the shopping space. Standard design elements that convey sophistication and luxury, deployed globally in the Jimmy Choo concept, include gold mesh, white Carrera marble, plush grey carpet and velvet fabric for the seating.

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  • Massive O2O plan by Alibaba and Suning

    Massive O2O plan by Alibaba and Suning

    Alibaba and Suning, one of China’s largest electronics retailers, plan to fuel Chinese and international consumer electronics brands sales over the next three years by investing in an online-to-offline (O2O) retail initiative.

    The pair will work together to build out an O2O, or “omni-channel,” network combining the former’s online retailing assets with the latter’s physical stores and distribution facilities to make purchasing of consumer electronics and home appliances easier for consumers, officials for the companies said at a press conference in Beijing.

    The two companies expect to quadruple sales of major electronics brands – including Haier, Samsung, Xiaomi and Lenovo – over the next three years, using big data from both businesses, said Alibaba Group CEO Daniel Zhang.

    “This can be achieved by integrating the online and offline sales channels under a digitalisation process,” Zhang said.

    Alibaba and Suning began working together on omni-channel retailing last year after Alibaba agreed to invest RMB 28.3 billion (US$4.63 billion) for a near 20 per cent stake in the bricks-and-mortar retailer. Suning’s network of 1600 stores and 5500 after-sales service centers are linked with Alibaba’s online platforms, and Suning’s distribution network, which includes 4.55 million sqm of warehouse space, is used to deliver products purchased online by consumers via Alibaba’s Taobao Marketplace and Tmall.com shopping sites.

    Working with Alibaba’s logistics affiliate Cainiao, Suning and Alibaba currently offer 12-hour delivery of appliances and consumer electronics in Beijing, Shanghai, Guangzhou, Hangzhou, Shenzhen and Nanjing.

    Alibaba and Suning said they will also support electronics brands by allowing them to leverage consumer data on Alibaba’s 423 million annual active buyers and Suning’s 250 million members. Big data technology can enable more targeted sales and marketing campaigns and even provide insights that allow electronics manufacturers to make products that better meet consumer needs, the companies said. Using consumer data, German electronics company Siemens launched a refrigerator customised for Tmall users in March and Chinese appliance maker Midea in May began selling a rice cooker that was designed partly based on Tmall data.

    “We build a bridge between brands and consumers by leveraging data,” Zhang said.

    International and domestic brands joining the Alibaba-Suning support program, called the Super Brand Alliance, include Midea, Haier, Samsung, Hisense, Huawei, Xiaomi, Lenovo, Siemens, Sony, Skyworth and Canon.

  • Krispy Kreme Cambodia opens first outlet

    Krispy Kreme Cambodia opens first outlet

    Krispy Kreme Cambodia has opened its first shop, in Phnom Penh.

    This makes Cambodia the 27th country to have a Krispy Kreme Doughnuts outlet.

    It will offer the brand’s classic treats and coffee, says senior VP and international president Dan Beem. “The strong fan support for the brand is exciting, and we believe that support will continue to grow as we open more shops in the country over the next several years.”

    Krispy Kreme Cambodia

    Krispy Kreme Doughnuts has signed a franchise agreement with Express Food Group to open 10 shops throughout Cambodia over five years.

    Krispykreme cambodia

    More than 1000 people visited the Phnom Penh shop on its grand opening day. The first guest in line received a voucher for a free dozen of Original Glazed doughnuts each week for a year.

    Krispy Kreme Doughnuts has its headquarters in Winston-Salem, North Carolina, where it was founded in 1937. The company has more than 1000 retail shops internationally.

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  • Citilink Adds Nine Flights for Ramadan

    Citilink Adds Nine Flights for Ramadan

    Citilink is set to add more flights in Holy Month Ramadan. “There will be at least 9 extra flights,” said Commerce Director of PT Citilink Indonesia, Hans Nugroho, on Thursday.

    Hans said that the flights will operate 7 days before and after Eid. The extra flights will cover routes to Padang, Yogyakarta, Medan, and Denpasar. “We will see if other routes are necessary,” he said.

    Finance Director of Citilink Indonesia, Mega Satria, said that the airline adds flights only on the existing routes. “It the routes are potential, we will add more routes,” she said.

    Morever, Hans added that a surge of passengers is a certain thing on Eid holiday, Therefore, extra flights is a bid to anticipate it. He underlined that tcket reservation has started to increase in number.

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  • CatchPlay Launches Streaming Service in Indonesia Amid Land Grab

    CatchPlay Launches Streaming Service in Indonesia Amid Land Grab

    Taiwanese film distribution and production company CatchPlay group has launched a streaming video-on-demand service in Indonesia with the country’s state-owned telecommunications giant Telkom Indonesia after offering such a service in Taiwan in March.

    The cost of the service is $1.42 for local or Hollywood library titles, $2.15 for new releases, or a paid subscription of $4.81 per month.

    With a population of 260 million people, Indonesia is a logical market to expand outside of Taiwan, said Daphne Yang, CEO of CatchPlay, which will provide the latest Hollywood movies, as well as local films to subscribers. “It’s the biggest market in Southeast Asia. Also, not just in population, it’s a very vibrant market in terms of social networks,” Yang tells. “It’s the number four Twitter country in the whole world [and] number four in terms of user base on Facebook as well. We think that level of involvement in social networking would definitely help entertainment content consumption. We see a lot of potential in this country.”

    Indonesia has seen such online video players coming into the market as Neftlix, Hooq and iFlix in the past six months. “The market’s at a very early stage of development and it’s a land grab – it’s all about driving up consumption and then converting that to payment and using the telecommunications integration and carrier billing model as the way forward for that,” said Vivek Couto, executive director of research and consulting firm Media Partners Asia.

    However, there are only 5.5 million fixed broadband users in the country, and the infrastructure is insufficient to provide for the growth of the OTT market, he said. But the number of mobile broadband users will be close to 90 million by the end of 2016, according to Couto. “While Indonesia lags Singapore and Hong Kong and is also trailing Thailand and Malaysia, there is growing investment in next-generation fixed and mobile infrastructure, but progress is slow, especially outside Jakarta,” said Couto.

    “There has been an increasing trend of OTT adoption in Indonesia,” says Harsh Upadhyay, analyst at Singapore’s Analysys Mason. “This growth suggests that interest from end users has been high.” But he also highlights that fixed and wireless high-speed coverage “is not entirely available even in big cities of Indonesia.”

    CatchPlay thinks the key to entering the Indonesian market is to find the right partner, in their case the telecommunications giant Telkom, which is the top IPTV service provider in Indonesia. Over the past nine months, it has reached 1.6 million subscribers for its IPTV service, explains Yang. As was evident in the blocking of Netflix at the beginning of the year in Indonesia due to content deemed inappropriate by Telkom, the telecommunications giant holds the power in the bargain. Yang said its new service would be provided only to adults who have a password to the Telkom’s Indihome IPTV service.

    The Indonesian government has also brought out suggested regulations in the past few months regarding OTT services. Foreign companies should set up permanent business establishments, pay taxes and evaluate joint ventures with local OTT players, they suggest. In the recent draft regulation, the government is also trying to restrict access to certain content and services.

    Said Upadhyay: “The regulation also specifically mentions the objective of protecting Indonesian telecom operators, and hence raises important questions around net neutrality and competition. The regulation threatens the openness of the Indonesian OTT market and is likely to discourage international OTT providers from offering services to Indonesians.”

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  • Thousands of visitors sample Indonesian coffee in Amsterdam

    Thousands of visitors sample Indonesian coffee in Amsterdam

    Visitors at the “Taste of Amsterdam” annual culinary promotion event in Amsterdam, the Netherlands, sampled Indonesian coffee, noted a press release from the Indonesian Embassy in The Hague, the Netherlands, received by ANTARA News here, Tuesday.

    At the annual event, some 5,314 people were able to sample coffee in a booth themed “Indonesia Coffee House.”

    Indonesian Ambassador to the Netherlands I Gusti Agung Wesaka Puja stated that the Taste of Amsterdam was an event for Indonesia to conduct culinary diplomacy.

    “This year is the third time the Embassy in The Hague has participated in the event. In 2016, we are promoting Indonesian coffee,” he noted.

    Coffee has become a part of the history of relations between Indonesia and the Netherlands as it was the Dutch traders who had brought coffee seeds to Indonesia in the 17th century.

    According to the ambassador, coffee is one of Indonesias leading export commodities. Indonesia is the fourth-largest coffee producer in the world. In 2015, Indonesia had produced 550 thousand tons of coffee beans.

    Until the end of the event, 7,001 people had visited the Indonesia Coffee House and enjoyed coffee and Indonesian culinary delicacies.

    Among those visiting the booth, 5,314 people sampled Aceh Gayo and Malabar Natural coffees, which were served free of charge.

    Harry Puts, a visitor, praised the taste of Indonesian coffee. He suggested that Indonesian coffee should be made without blending it with coffee from other regions.

    Some cafe businesses and food importers have contacted the Indonesian Embassy in The Hague and have expressed their keeness to start selling Indonesian coffee in the Netherlands.

    As many as 125 renowned restaurants and cafes from all over the Netherlands took part in the Taste of Amsterdam event in 2016. Every year, the event receives over 30 thousand visitors, with each spending at least 50 Euros to enjoy food and beverages at the event.

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  • Lotte aims to take slice of Indonesia’s credit card industry

    Lotte aims to take slice of Indonesia’s credit card industry

    South Korean conglomerate Lotte Group announced its plans to delve into the credit card market in Indonesia following a meeting with President Joko “Jokowi” Widodo during his state visit to the East Asian nation last month.

    In a one-on-one meeting with President Jokowi on May 16 in Seoul, Lotte Group chairman Shin Dong-bin conveyed the company’s plans to advance its business and investment in Indonesia, including an idea to venture into the credit card market.

    “The Lotte’s management have told us that they want to invest in cinema, theme parks and the credit card business in Indonesia,” Creative Economy Agency head Triawan Munaf said recently.

    The company’s chain of hotels, amusement parks and duty-free shops generated more than 5.1 trillion won ( US$4.38 billion ) in revenue last year, Bloomberg reported.

    Foreign Affairs Minister Retno LP Marsudi said the group was eager to invest further in Indonesia as it had seen potential.

    With Lotte Mart having first opened its doors in Indonesia in 1993, the company, which employs 9,000 people in Indonesia, has become a major retail player in the country. It also operates Lotte Department Store with two duty-free stores, the Angel-in-us Coffee coffeehouse chain and Lotteria fast food chain.

    In 2013, the group opened Lotte Shopping Avenue near the busy Mega Kuningan central business district in Jakarta. It is a large-scale shopping complex that hosts its affiliates, including Lotte Department Store, a duty-free store and Lotteria.

    Despite having yet to hear Lotte’s plan, Indonesian Credit Card Association ( AKKI ) general manager Steve Marta said the South Korean group had actually engaged in a discussion with the association two years ago regarding its idea to enter the domestic credit card industry.

    “However, we haven’t heard any news from Lotte since then. As far as I know, the company started a partnership with Bank Negara Indonesia’s [BNI] credit card business,” he said on Friday, referring to the state-owned lender.

    Separately, BNI consumer banking director Anggoro Eko Cahyo said the bank had a partnership with Lotte Mart Indonesia through a co-branding credit card product called “BNI Lotte Mart Card”, which was launched in 2011.

    Bank Indonesia, which also supervises and regulates the country’s payment system, is yet to receive a report from Lotte Group on its plan to enter the domestic credit card market, Deputy Governor Ronald Waas said.

    “They are welcome, but we haven’t yet heard anything from them,” he said.

    As a potential new player in the credit card business in Indonesia, home to over 250 million people, Lotte still has an opportunity to penetrate the local market. There are currently only 16.9 million credit cards circulating in the country, Steve said.

    However, he said new players were expected to start venturing in non-traditional types of credit card market as existing issuers were largely concentrated in Jakarta and other big cities with similar customer profiles.

    “It would be better for new players to seek alternative customer profiling, such as micro and small and medium enterprise [MSME] segments. This will also help increase non-cash transactions in the country,” he said.

    The country saw 23.6 million credit card transactions worth Rp 22.1 trillion booked by 23 issuers in April, Bank Indonesia data shows.

    If its credit card operation in Indonesia is confirmed, Lotte will become the country’s second non-bank credit card issuer after AEON Credit Services, a consumer financing firm subsidiary of Japan’s conglomerate AEON Group.

    Despite the country’s credit card market being dominated by banks, Steve said non-bank credit card issuers still had good prospects as they owned captive markets amid a new global trend in which various multinational companies, such as airlines, had started to issue their own payment cards.

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  • Indonesia is favorite tourist destination for Australians

    Indonesia is favorite tourist destination for Australians

    Data obtained from the Australia Bureau of Statistics revealed that 105,500 Australians visit Indonesia every month, Tourism Minister Arief Yahya noted in a press statement received by us here on Monday.

    The minister said the figure showed that Indonesia was a favorite tourist destination for Australians.

    “The data, which was released a month ago, for the first time revealed that Indonesia was the most preferred tourist destination among Australians,” Arief noted.

    According to the bureau, earlier, most Australians visited New Zealand, with an average of 99,400 tourists per month.

    “This is certainly due to the visa-free policy extended to Australians visiting Indonesia,” the minister remarked, adding that the ministry along with the Foreign Ministry and the Indonesian Consulate General across Australia had promoted the policy in the country.

    The Indonesian tourism branding called Wonderful Indonesia has been promoted in several regions in Australia through various mass media, including social media.

    “Our international openness is assessed by the World Travel and Tourism Competitiveness Index as one of the measurable values,” Arief stated.

    The minister believes that the statistical figures were accurate and can be used in tourism development programs.

    The minister said the 10 priority tourist destinations, especially the maritime tourist sites, have been drawing Australian visitors.

    Of the 10 tourist destinations, seven are maritime tourist sites: Tanjung Kelayang in Bangka Belitung, Tanjung Lesung in Banten, Mandalika in West Nusa Tenggara, Wakatobi in Southeast Sulawesi, Seribu Islands in Jakarta, and Morotai in North Maluku.

    The maritime tourist sites are divided into three main zones: coastal, underwater, and sea. The third one is an inter-island tourist zone that can be explored by yacht.

    “Most of the Australian tourists prefer tourist sites in the coastal zone, with waves ideal for surfing. We have several new surfing spots in Banyuwangi, Mentawai, and Nias,” Arief added.

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  • Indonesia’s retail attractiveness rank jumps significantly

    Indonesia’s retail attractiveness rank jumps significantly

    Indonesia has significantly improved its position in the Global Retail Development Index by leaping from 12th position in 2015 to a new high fifth position. China and India are still the countries with the most attractive retail business taking first and second, followed by Malaysia and Kazakhstan.

    The consulting firm AT Kearney created the index in 2001 to measure the attractiveness of the retail sector in developing countries. It includes three main criteria namely population, country risk, and time pressure.

    AT Kearney partner Hana Ben-Shabat said Indonesia’s recent policies of loosening barriers in the retail sector including e-commerce and foreign investment were regarded as positive to investors amid the negative growth average of 2.3 percent in the last three years.

    “Local and international retailers are speeding up expansion plans,” she said on Monday in Jakarta, citing Indomaret, which planned to open 1,600 stores after the 1,560 new stores last year and United Arab Emirates’ Lulu that would invest US$500 million over the next five years.

    As market saturation would increase, Hana continued, existing retailers were experimenting to capture the niche market.

    Matahari Putraprima has launched a premium supermarket Foodmart Primo in June 2015, while Transmart Carrefour has expanded to restaurants, retail chains and entertainment.

    With the increasing usage and number of smartphones, retailers are boosting up their e-commerce. Happy Fresh has recently acquired $12 million to fund its e-commerce expansion, while Alfamart has rebranded its alfaonline.com into alfacart.com by including third-party products.

    More recently, Korea and Japan-based retailer Lotte Group and Indonesia’s Salim Group have announced that they will create a joint-venture to develop an e-commerce and logistics system. Salim and Lotte would hold a 50-50 share of the platform.

    “Now, Indonesians youngsters are paying less physical visit to retail shops. We need to catch on with this new trend,” Salim Group chairman Anthoni Salim told us on Friday.

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  • Indonesia introduces halal products in Moscow

    Indonesia introduces halal products in Moscow

    Indonesia introduced its range of halal products at the Moscow Halal Expo on June 2 to 5, 2016, noted a press statement from the Indonesian Embassy in Moscow, Russia.

    Indonesian halal products showcased at the expo included instant noodles, peanuts, chips, red ginger instant drink, batik, accessories, Muslim fashion, and leather bags.

    “As the largest Muslim-majority country in the world, Indonesia welcomes the trading exhibition on halal products, which is organized annually in Moscow,” Indonesian Ambassador to Russia, concurrently Belarus, M. Wahid Supriyadi stated.

    According to the ambassador, Russia, with a population of some 25 million Muslims, is a potential market for Indonesias halal products.

    Indonesia has been participating in the exhibition since 2010.

    This year, Indonesia is keen on expanding its network base and exploring cooperation with halal product industries in Russia and other countries.

    The Moscow Halal Expo is an important forum for Indonesia to introduce its halal products to Russia and the international market.

    A total of 50 companies from 10 countries, including Uzbekistan, Kazakhstan, the United Arab Emirates, Tunisia, Malaysia, Greece, Japan, and Indonesia, took part in the event.

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  • Indonesian halal products sold out at Moscow Halal Expo

    Indonesian halal products sold out at Moscow Halal Expo

    Indonesian foods, including instant noodles, peanuts, and chips, as well as traditional beverages such as red ginger drink, sold out at the Moscow Halal Expo held at the Sokolniki Exhibition and Convention Centre, Moscow, June 2 to 5, 2016.

    The expo was officially opened by representatives of the Russian Federations Mufti Council, as organizers of the expo, the Indonesian embassy in Moscow told here on Tuesday.

    Indonesian Ambassador to Russia and Belarus Wahid Supriyadi was also present during the opening ceremony.

    Other products offered at Indonesias stand included batik dresses, batik scarfs, hijabs, accessories, and leather bags.

    Indonesia also sold “tempe” (soybean cake), fried noodles, spring rolls, “rempeyek (peanut brittle), and fried dried potatoes.

    “Russia, having a Muslim population of 25 million, is a potential market for Indonesias halal products,” Ambassador Wahid noted.

    Indonesia, whose products meet international halal standard, has participated in the annual Moscow Halal Food Expo since 2010.

    The expo included representatives from 50 companies and 10 countries, including Malaysia, Japan, the United Arab Emirates, Uzbekistan, Khazakistan, Tunisia and Greece.

    In May, the Indonesian Embassy in Washington D.C. promoted the countrys foods and beverages at the “Passport DC 2016” event, which sought to promote Indonesian products in the U.S. capital, Washington DC.

    “At least 5,400 people visited the Indonesian booth. They had a very positive response, especially for our coffee products and snacks,” Trade Attache of the Indonesian embassy in Washington D.C., Reza Pahlevi, said in a press release in May.

    The strategy used for promoting Indonesian products at the expo included giving away free samples, Reza said.

    In addition, the embassy promoted fashion, accessories, batik cloth, handicrafts and home decorations from Indonesia.

    Reza further said he is seeking major super markets in the United States that could help sell Indonesian foods and beverages.

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  • Bank Indonesia Reduces RTGS to Rp100 mn

    Bank Indonesia Reduces RTGS to Rp100 mn

    Bank Indonesia will reduce the minimum limit of fund transfer through the instrument of “Real Time Gross Settlement” (RTGS) to Rp100 million from Rp500 million at present. The new limit would be effective as from July 1, a Central Banks Executive Director Bramudija Hadinoto said on Monday, June 7, 2016.

    The reason for the cut is that the Central Bank wants transfer of fund larger than Rp100 million is allowed for certain appropriation as fund larger than Rp100 million is already put in the category of non retail fund. RTGS is an electronic transfer system at real time. The central bank has two systems of fund transfer — RTGS and clearing systems. RTGS transfer is done at once and clearing take a process of two hours .

    The cut in the minimum limit of fund transfer through RTGS, is expected to result in an increase in frequency of transfers to 55,000 times from normally 39,000 times a day from and clearing transactions are expected to decline in frequency from 470,000 times to 450,000 times day.

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