Tag: retail news

  • RedBalloon parent’s newest brand targets purpose-driven customers

    RedBalloon parent’s newest brand targets purpose-driven customers

    Naomi Simson’s Big Red Group has partnered with US experience retailer IfOnly to launch the brand of the same name in Australia.

    Like RedBalloon, Big Red Group’s flagship website, IfOnly offers a range of experiences that customers can buy online, from cooking classes to archery lessons to chopper tours of the Yarra Valley.

    The difference is that every listing on IfOnly benefits a cause, with up to 80 per cent of the proceeds going to an associated charity.

    The decision to launch IfOnly in Australia reflects consumers’ rising interest in supporting businesses that do good, according to Big Red Group co-founder Naomi Simson.

    “People in Australia are choosing [based on] what an organisation stands for, not just what it sells. They want to believe that they’re using their consumer dollar for good,” Simson said.

    This trend, sometimes referred to as conscious consumption, is part of the experience economy, which is defined by consumers’ interest in having experiences over buying things.

    “We know there’s a trend of access over ownership, there’s a trend of sustainability. There’s a slight melding, an overlap, between this and the experience economy, but they’re not yet one and the same thing,” Simson said.

    IfOnly taps into several of these trends by combining unique experiences with charitable causes. The site offers a range of experiences with local and world-class experts, celebrities and other noteworthy personalities, from ultra-luxury, bucket list-type offerings to more accessible special outings, with a portion of the proceeds from every experience going to a charity of the luminary’s choosing.

    Some of the listings include a 5-day stay and rhino conservation experience with Kevin Pietersen at the Umganu Lodge in South Africa, which costs $190,000 for eight people and benefits Care for Wild Africa, a meet-and-greet with popstar Ariana Grande and VIP tickets to her Sweetener tour, which costs $5,223 and benefits the GoodCoin Foundation, a $150 donut decorating class with Morgan Hipworth, which benefits the Australian Red Cross, and a $250 private archery lesson from Australian Olympian Alec Potts, which benefits the Movember Foundation.

    “Yes, there are celebrities and thought leaders, but really it’s a groundswell of incredible artisans that are using their skills for good,” Simson said.

    “The experiences don’t all have to be expensive…it’s not about being elitist, or unattainable,” she said.

    More than 20 local charities are set to benefit from the purchase of experiences on IfOnly, including Cancer Council, R U OK?, Starlight Children’s Foundation, OzHarvest and The Sony Foundation.

    Simson herself is offering a $1975 private whisky lesson on a vintage cruiser in Sydney Harbour to support the Cerebral Palsy Alliance, which she is a governor of.

    “My role is to be an ambassador and to raise funds, but there are limited ways to do that. [IfOnly] provides a way for luminaries to support chosen charities,” she said.

    According to IfOnly CEO John Boris, the website has raised millions of dollars for charities in the US and is looking forward to doing the same in Australia through its partnership with the Big Red Group.

    “By combining the Australian experiences market leader with the leader of premium experiences in the US, we are able to bring our unique offering to new audiences and support more causes,” Boris said in a statement about the launch.

    Big Red Group plans to build awareness about the new brand by unlocking access for Australian residents to enter a global sweepstakes to win an experience with The Who and Pearl Jam’s Eddie Vedder at Wembley Stadium in London this July.

    Simson said the company does not plan to promote IfOnly to RedBalloon’s customer database.

    “Just because one person buys something on RedBalloon doesn’t mean they will be an IfOnly customer. We can’t presume they want to hear about it,” she said.

    “Nobody wants to be bombarded with something they didn’t ask for. It’s about respect.”

    The launch of IfOnly follows Big Red Group’s acquisition of the adventure-focused experience marketplace, Adrenaline, in November 2018.

    The company’s brand portfolio now includes RedBalloon, Adrenaline, IfOnly, Marketics, the exclusive distributor of ‘Albert’ AI in Australia, and Redii, a platform to reward employees.

    As a $100 million company, Big Red Group is the largest online aggregator of experiences in Australia and the third largest globally, according to HitWise’s 2018 research.

  • Lulu Group’s Tablez plans 150 More Stores

    Lulu Group’s Tablez plans 150 More Stores

    Abu Dhabi-headquartered Lulu Group’s retail arm Tablez is moving to invest US$75 million into the Indian market with the aim of opening more than 150 stores in the territory by the end of next year.

    The move, if successful, is expected by management to nearly quadruple its market share in India.

    “We plan to exit this year with nearly 100 stores, and we would be scaling up with fresh investments in 2020 to arrive at a portfolio of 150+ stores in India,” said Tablez MD Adeeb Ahamed.

    “We will be adding five more brands – Corir, Desigual, GoSport, YOYOSO and OshKosh, taking the total number of our retail brands across various categories to 13 brands in India by the end of 2019,” he said.

    Tablez has more than 40 stores within India operating in several industry sectors from F&B to fashion.

    “To fuel further growth, we would be deploying about $75 million in capital over the next two years to scale our retail stores, enhance our people building capacity and create backend infrastructure and marketing,” he said.

    Tabelz currently markets a range of international and homegrown brands in the territory.

  • Online fashion retailer Mogu reports Steep Growth Numbers

    Online fashion retailer Mogu reports Steep Growth Numbers

    Chinese online fashion and lifestyle retailer Mogu has reported an 18.7 per cent increase in gross merchandise value (GMV) for the year to March 31, to RMB17.408 billion (US$2.594 billion).

    The company’s revenue for the year reached RMB1.074 billion (US$160.1 million), an increase of 10.4 per cent year on year.

    However the number of active buyers in the year to March remained the same as the previous year, at 32.8 million.

    The company said it live-video broadcast business continued to grow strongly with associated GMV increasing 138.1 per cent year on year.

    “We delivered another quarter of solid growth,” said Qi Chen, Mogu’s chairman and CEO. “During the past quarter, we continued to expand, optimise and elevate the supply chain for our fashion ecosystem by enriching content, increasing user engagement on our live-video broadcasts, and facilitating more repeat repurchases,” he said.

    “Looking ahead, we will continue to strengthen our unique three-way fashion ecosystem by further growing our content creation community of fashion key opinion leaders and live-video broadcast hosts, elevating the fashion-product supply chain and supporting deeper collaboration between merchants and KOLs, and ultimately facilitating greater user and community engagement through rich and high-quality interactive fashion content and products.”

  • HKairportshop.com offers ‘world’s fastest airport pickup’ for Ecommerce Shoppers

    HKairportshop.com offers ‘world’s fastest airport pickup’ for Ecommerce Shoppers

    Hong Kong International Airport’s one-stop online-shopping platform HKairportshop.com is making orders purchased via the platform ready for pickup at the airport 90 minutes after the purchase is made – including duty-free hard liquor.

    The e-commerce platform brings together more than 3000 products including popular makeup and fragrances, travel exclusive collections, wines, electronic goods, souvenirs and HKIA’s exclusive smart luggage tag MyTag – which alerts passengers of their arriving bags when paired with the HKG My Flight app.

    The site is now offering travellers who spend more than HKD1000 (US$127.40) on the platform a saving of HKD200 ($25.48) when they use the promo code “UP200” from now till June 30.

  • Retail Sales growth holds steady in April

    Retail Sales growth holds steady in April

    Economy-wide spending remained stable in April, apparently unaffected by the election period, according to the Commonwealth Bank’s latest Business Sales Indicator (BSI).

    Spending rose 0.5 per cent in trend terms in April, after gains of 0.6 per cent in both February and March, and a 0.5 per cent increase in January.

    Annual trend sales growth remained steady at 5.3 per cent for the 4th straight month, just below the 5.5 per cent long-term average growth rate.

    The seasonally-adjusted measure of the BSI, which measures debit and credit card transactions at Commonwealth Bank merchant facilities, rose 0.3 per cent in April, the 10th gain in the past year.

    The continued momentum in April was driven by strong growth in the amusement and entertainment and utilities sectors, which were both up 1.0 per cent, and hotels and motels, which was up 0.9 per cent, likely due to the Easter and Anzac Day holiday period.

    Retail stores also recorded spending gains in the month, though sales in clothing stores were down 0.3 per cent, making it the sector with the biggest drop, followed business services and repair services, which were down by 0.2 per cent.

    Sales were stronger across all states and territories in April except Northern Territory, where spending was down 0.4 per cent. Queensland saw the strongest growth, up 0.9 per cent), followed by Victoria and Tasmania, both up 0.8 per cent, South Australia, up 0.5 per cent, and Western Australia, NSW and ACT, both up 0.3 per cent.

    In annual terms, all states and territories had sales above a year ago except Northern Territory, where sales were down 5.4 per cent. Tasmania had the strongest annual growth, up 7.1 per cent, followed by Western Australia, up 7 per cent. South Australia had the slowest growth, up 3.1 per cent.

  • Amazon Helps Deliveroo with $835m in funding round

    Amazon Helps Deliveroo with $835m in funding round

    Deliveroo on Friday announced it is looking to raise US$575 million ($835 million) in a Series G funding round, bringing its total investment to date to US$1.53 billion ($2.22 billion).

    Amazon is set to be the largest investor in the round, alongside existing investors T. Rowe Price, Fidelity Management and Research Company and Greenoaks.

    The food delivery company said it will use the capital to grow the tech team at its UK headquarters, expand its delivery reach to add new customers and continue to innovate its delivery-only kitchen concept, Deliveroo Editions.

    The company also plans to develop new products to give customers a more personalized experience, increase support for its restaurant partners and provide riders with new tools for flexible and well-paid work.

    “This new investment will help Deliveroo to grow and to offer customers even more choice, tailored to their personal tastes, offer restaurants greater opportunities to grow and expand their businesses, and to create more flexible, well-paid work for riders,” Will Shu, founder, and CEO of Deliveroo, said in a statement about the funding round.

    Shu said he was looking forward to working with Amazon.

    “Amazon has been an inspiration to me personally and to the company, and we look forward to working with such a customer-obsessed organization.

    The company said the investment will benefit restaurants, by helping them grow their business, and riders, by giving them more work. Deliveroo has been a leader in offering perks and protections in the emerging gig economy.

    Deliveroo in Australia last year partnered with Whitelion to help long-term unemployed young people to work and collaborated with Open Classrooms to give riders free access to hundreds of online courses for professional development.

    “We’re impressed with Deliveroo’s approach, and their dedication to providing customers with an ever increasing selection of great restaurants along with convenient delivery options,” said Doug Gurr, Amazon UK country manager.

    “Will and his team have built an innovative technology and service, and we’re excited to see what they do next.”

  • Singapore retail sales lags last Month

    Singapore retail sales lags last Month

    Singapore retail sales slid by 1.5 percent in March, after excluding motor vehicle sales from the data. According to Statistics Singapore, most retail categories recorded lower sales for the month compared with the same period last year. Sales of optical goods and books fell by 6.4 percent and of computers and telecommunications equipment by 4.9 percent.

    Food retailers, watch and jewelry retailers, and department stores reported sales declines of between 4.6 percent and 5.7 percent.

    In contrast, sales of medical goods and toiletries rose by 2.8 percent, due in part to higher demand for cosmetics. Supermarkets and hypermarkets registered sales growth of 0.9 percent.

    Month on month, Singapore retail sales were essentially stable.

    The total market for March was estimated at $3.8 billion, with online sales comprising about 5.3 per cent.

    Year-on-year sales of food and beverage services in Singapore rose by 0.7 percent in March.

    On a seasonally adjusted basis, sales of food and beverage services increased 1.3 percent month on month.

    Total sales value for the sector was $868 million, compared to $863 million in March last year.

  • Long wait times driving bad CX experiences

    Long wait times driving bad CX experiences

    Nine out of 10 customers say a bad experience with a company impacts their future buying decisions, with 42 percent saying it stops them buying from a brand altogether, according to new research by customer service software company Zendesk.

    The firm’s Quantifying the Business Impact of Customer Service in Australia Report found that companies that fail to deliver quality customer service experiences may be losing loyal customers, as well as sales.

    “Businesses are always competing to offer the latest and greatest products or services,” said Zendesk ANZ managing director Amy Foo. “But what is often overlooked is how quality customer service remains to be a cornerstone of business success.”

    “What this data suggests is that businesses can no longer afford to overlook the importance of delivering consistent excellence in customer service.”

    The research also found that customers are four times as likely to remember an unfavorable experience compared to a positive one for as long as two years, dramatically impacting a customer’s desire to return to a store.

    Some customer service lowlights include being expected to wait too long or failing to have an issue resolved at all. Highlights, on the other hand, include fast service and not having to explain an issue multiple times.

    “Providing positive experiences can mean the difference between poor, short-term and positive, long-standing customer relationships,” Foo said.

    “This inevitably has a significant impact on sales and revenue in the long-term.”

  • SM Retail Achieves Small Profit Boost

    SM Retail Achieves Small Profit Boost

    SM Retail has achieved a first-quarter profit increase of 5 percent to P2.7 billion (US$51.7 million).

    Retail revenues in the first three months rose by 13 percent year-on-year to P79 billion, while sales from specialty retail stores grew by the same percentage to P19.6 billion.

    As at the end of March, SM Retail had 2385 stores, comprising 63 department stores, 1388 specialty retail stores, 57 SM Supermarkets, 53 SM Hypermarkets, 194 Savemore, 52 WalterMart, and 578 Alfamart stores.

    The figures were included in the quarterly report of SM Investments, which boosted its profit by 26 percent to PHP10.7 billion (US$205 million).

    The gains reflected improved sales from the retail business as well as its property and banking activities.

    Consolidated revenues during the period were up 15 percent year-on-year to PHP109 billion ($2.1 billion).

    “We continued to deliver double-digit growth to both our top and bottom line in the first quarter,” said SMIC president Frederic DyBuncio. “Performance was strong across our businesses, particularly for our banks.”

  • South Korean retail sales surged during Holidays

    South Korean retail sales surged during Holidays

    The unprecedented extension of the Japanese Golden Week holiday to 10 days has seen a surge in tourists visiting South Korea.

    The holiday was extended to mark the enthronement of Crown Prince Naruhito from the usual April 29 to May 5 period.

    Duty free businesses saw big jumps in sales during the period compared to the previous year. Lotte Duty Free in Sogong-dong saw a 45 per cent sales increase, while Shinsegae Duty Free in Myeongdong saw an 80 per cent year-on-year increase.

    Hotels in the main commercial districts of Seoul also saw double-digit occupancy boosts during the period above Golden Week figures for last year.

    Tourism from China was also up 25 per cent during the period, although this rise was lower than in the first four months of this year.

  • JD.com Closes Australian branch Store

    JD.com Closes Australian branch Store

    Chinese online marketplace JD.com has closed its local branch after only 15 months in the market.

    The e-commerce giant launched its Australian office in Melbourne in February 2018, after its competitor Alibaba opened an office in Melbourne in 2017.

    At the time, the opening was seen as a way for JD.com to work more closely with the Australian and New Zealand brands on its platform, and to pitch its business to new brands looking to expand into China.

    A JD.com spokesperson confirmed that the online marketplace is integrating its Australian office into the business in China. The spokesperson said the move didn’t reflect the business’s performance in Australia, nor the region’s importance.

    The retailer’s head of Australian operations Patrick Nestrel is no longer with the business, likely in an effort to ensure management in China is able to fully integrate Australian operations.

    The online retailer is set to report its first-quarter sales results on May 10. It has had a difficult few months recently after founder Richard Liu was arrested in September 2018 in the US for sexual misconduct. He was not charged.

    In April, the Chinese university student who accused Liu of misconduct filed a civil lawsuit against him.

  • DBS Rolls Out Customer Center of the Future

    DBS Rolls Out Customer Center of the Future

    DBS has retrained its customer center employees to take on new roles as customers become more digitally savvy. Voice biometrics specialists, live chat agents, and customer experience designers are among the 13 new job roles that DBS Bank has introduced in recent years as it creates the customer center of the future, the bank said in a media statement on Thursday.

    As it creates the customer center of the future, the bank has upskilled and retrained over 500 customer center employees and eliminated common customer pain points such as long waiting times. «By investing in our people, we have been able to transform from a labor-intensive department with a high turnover rate to one that is technology-enabled where employees are more fulfilled and armed with future-forward skills,» said Geeta Sreeraman, DBS’ Head of Customer Centre, Singapore.

    Customer centers are traditionally labor-intensive departments. At DBS Singapore, its customer center processes over four million inbound customers’ calls every year. But with new digital initiatives and new roles created, call volumes have dropped 12 percent over the last year. Over the next three years, the bank predicts call volumes will drop by a further 20 percent.

    As customers become more digitally-savvy, DBS has expanded its service channels online and on social media to serve its customers. DBS’ customer center has also incorporated technologies such as voice biometrics, chatbots, and data analytics so that callers can experience shorter call waiting times and opt to resolve their banking queries independently via the bank’s website, on their mobile banking app or through the bank’s Facebook or Twitter channels.

    In 2017, DBS committed to investing S$20 million over five years to equip employees with digital skills to become a future-ready workforce. Since then, the bank has rolled out a company-led Professional Conversion Programme (PCP), an AI-based learning tool available 24/7 and scholarships that encourage peer-to-peer learning.

    The new roles in DBS’ Customer Center are:

    1. Social media relations manager
    2. ‘Live’ chat agent
    3. Customer experience designer
    4. Demand manager
    5. Mobile app developer
    6. Business intelligence lead
    7. Content creator
    8. Knowledge platform designer
    9. Voice biometrics specialist
    10. Natural language processing engineer
    11. Scrum master
    12. Digital evangelist
    13. VTM manager
  • Indian startup RealTell launches gamification for Retailers

    Indian startup RealTell launches gamification for Retailers

    Offline retail is here to stay,” says founder of in-store experiential service.

    Retail tech startup RealTell is launching its flagship product “Realtell Retail” for fashion and lifestyle brands.

    “Offline retail is here to stay,” said Ashish Mittal, chief mentor at Turning Ideas Ventures (which incubated RealTell) “and this startup helps retailers, primarily the fashion and apparel brands, to drive footfall and increase basket size by gamifying the offline shopping experience.”

    The company was started by two young college entrepreneurs from Shri Ram College of Commerce (SRCC) Delhi University, Sanyam Gupta and Shivendra Misra.

    In a statement, the company said its kiosk solutions will help shoppers to discover new combo prices for the fashion and other retails products every day, based on artificial intelligence and machine learning, driving footfall to stores and turning the buying experience into a game.

    Press materials released by the brand observed that while online retailers have detailed information about shoppers – because every click can be tracked – offline retail stores lose out on valuable shopper insights due to the lack of proper infrastructure and technology.

    With its patented technology, RealTell Retail gamifies the shopping experience by letting shoppers discover a dynamic price for products of their choice.

    “Imagine walking into a store, scanning your items at a kiosk and saving money at each visit,” said Misra.

    “What’s exciting is that the prices and the offers change every day. That’s what no one has been able to do. The industry has relied for long on the rule of thumb and guesswork but never before has it been able to make data-driven decisions at scale to make the experience of the end-customer so good that they want to come back again.”

    Cofounder Sanyam Gupta added: “It is about making the customer the king and having a compelling value proposition to drive footfall that offline retailers will not experience with the traditional systems that they use.”

    The startup has deployed its solution in more than 900 stores under lifestyle manufacturer Crimsoune Club pan India.

    “Mobility is clearly the future of retail and lifestyle brands will have to stay on top of the wave to continue to grow and innovate,” said Crimsoune Club director Piyush Mangla.

    “RealTell has already helped Crimsoune Club manage the business at the click of a button and now, drive more footfall to stores, something which offline retail stores have struggled for long.”

  • Little Dip in Hong Kong Retail Sales Last Month

    Little Dip in Hong Kong Retail Sales Last Month

    Hong Kong retail sales in March slipped by a negligible 0.2 percent, a slower decline than the 1.6 percent of January and February combined.

    But figures from the Census and Statistics Department show first-quarter retail sales were still down 1.2 percent year on year.

    After netting out the effect of price changes over the same period, the provisional estimate of the volume of retail sales in March decreased by 0.8 percent compared with a year earlier, and for the first quarter by 1.6 per cent.

    March’s decline was driven largely by the watches, jewelry and valuable gifts sector, which fell by 2.6 percent, and apparel, down by 2.3 percent. Sales of electronic goods fell by 15.6 per cent, of optical shops by 5.7 per cent and of books and stationery by 2.5 percent.

    Conversely, sales by supermarkets increased 3.3 percent, of medicines and cosmetics by 2.5 percent, in department stores by 5 percent, and of food, liquor and tobacco by 3.6 per cent.

    Footwear and accessories sales rose by 7.1 percent, furniture by 4.3 percent and Chinese drugs and herbs by 1 percent.

    A government spokesman said the decline in Hong Kong retail sales in March “reflected the cautious consumption sentiment amid various external uncertainties”.

    He said that looking forward, retail sales business will likely continue to be affected by various external uncertainties in the near term, but the largely stable labor market and the sustained growth in inbound tourism should provide some support.

  • Central Phuket opens luxury VIP Zone

    Central Phuket opens luxury VIP Zone

    Thai property developer and the operator of Central Phuket shopping centre, CPN, has celebrated a new luxury zone with the launch of a range of world-class brands.

    The company says the new stores are being introduced in line with “the rapid growth and high demand of the affluent world tourist market in support of Thailand’s tourism industry’s move to elevate Phuket city as a global beach lifestyle destination comparable to the French Riviera, Miami, and Hawaii”.

    “As a global player, we aim to elevate Central Phuket to become one of the most complete travel destinations in the world,” said CPN deputy CEO Wallaya Chirathivat. “Central Phuket has the concept of ‘The Magnitude of Luxury & Leisure Resort Shopping Destination’ in the form of a ‘Beach Lifestyle’, which perfectly matches with Phuket as a beach city comparable to the world’s greatest beach cities. We truly appreciate that the global luxury brands have placed trust and confidence in our project as the first luxury mall located outside Bangkok, Thailand.”

    To mark the occasion, Central Phuket held a grand celebration entitled “The Unveiling of the New World of Luxury” highlighting the prestigious “Universe of Sirivannavari: The First View from Paris to Phuket” exhibition. HRH Princess Sirivannavari Nariratana allowed the exhibition to be held for the first time in Thailand at Central Phuket Floresta from April 28 to May 26.