It is often said that small business is the backbone of the Australian economy. Throughout the pandemic, businesses have needed to look for ways to survive, while simultaneously learning – in real-time – how to serve their customers differently. Through the challenges, Australia Post has supported small businesses to successfully transition their business online, giving them the tools to simply and efficiently deliver for their customers.  In this podcast, Marc Raco chats to Nick Antonopoulos, General Manager of Business, on how Australia Post has helped many businesses survive and supported them through the turbulent events of 2020. They are also joined by Adam Kerrins, Owner of The Scent Lab who shares his small business experience through the pandemic, and how Australia Post has helped his business adapt and grow online. Find out more  Show notes: Hear first-hand from Adam Kerrins, Owner of The Scent Lab, the real impact of the pandemic on small business and how he closed his retail shop to solely focus on selling online, the challenges he faced in doing this and how Australia Post supported his journey.  Learn how Australia Post has helped small business to grow, innovate and become more efficient.  Understand how important the Post Office Network across Australia has been to small businesses during the pandemic.  Learn how the MyPost Business platform and the Delivery Experience combined have helped small businesses navigate this ‘new normal’.  See omnystudio.com/listener for privacy information.

Drawing on experience from delivering more than 400 million parcels a year to over 12.3 million addresses and capturing feedback from millions of parcel receivers, Australia Post is uniquely positioned to understand how and when online shoppers want to receive their parcels. As part of the Online Retailer Fusion Fast Forward Podcast Series, Australia Post General Manager of Data Science, Silvio Giorgio, shares the insights contained within the Delivery Experience Report and discusses what getting it right looks like, why this matters and how data can help.  Hear how Australia Post has used their rich data to develop five actionable recommendations to help retailers improve first time delivery rates, lift customer satisfaction, reduce contacts and ultimately improve the overall customer experience.  The Delivery Experience – Learn More Show Notes: Hear how and why the delivery experience matters so much to retailers and their customers Understand how insights from the Australia Post Delivery Experience report can help to improve your customers’ delivery experience Uncover the importance of data and, insights and intervention to deliver better outcomes for customers Discover how the Delivery Experience Report makes practical recommendations for improving the delivery experience Listen to Silvio unpack each recommendation and how it will can positively impact on customers and improve NPS Hear how psychology during the pandemic has influenced perceptions of the delivery experience and what can be learned from it See omnystudio.com/listener for privacy information.

A preview of the opening keynote speaker at Online Retailer Conference & Expo this July where Jason will explore how the growth of online retail relies on creating a meaningful customer experience; but to generate conversion both the employee and the customer need to play a key role in the success.   https://drive.google.com/file/d/1Kdzh-f4dVVUUBJklTWdByPL1fqi9dvcH/view?usp=sharing Show Notes Organisations thrive or die on the culture they create Introducing new technology solutions - will it help me deliver on my promise to my customer? Old guard vs new guard retail businesses in delivering a premium customer experience  Challenges physical brands face with getting the customer back in-store A sneak peek into the Volkswagen customer experience The relationship between the employee and the customer  The power of doing the 1% everyday Links: It’s All About CEX  Atomic Habits James Clear Register for Online Retailer Conference & Expo, 21-22 July 2021 MouthMedia NORA See omnystudio.com/listener for privacy information.

In a two for one deal, we pick the brilliant minds of our guests to look at the intersection and partnership (or battle?) between ecommerce and bricks & mortar, and how that discussion has been heated up by a global pandemic - it’s time to breakdown the boundaries! https://drive.google.com/file/d/1zgBiojUsi6_Zsgers4LCNA1da9T8xOQQ/view?usp=sharing Show Notes How much change has been accelerated toward unified commerce as a result of the pandemic?  Leveraging the power of the footprint – legacy retail vs new retailers The challenges of replicating a great online experience the “same” in-store The technology that can help carry through a seamless experience from online to in-store Covid accelerated the way we interact with technology and breaking down a wall between online and in-store How tech used well can blend online and in-store and what it can mean for borderless retail opportunities  How the ‘new norm’ of consumers adopting QR codes in their everyday routines can transform the retail CX. Looking forward to the future and navigating an agile path to success and adaptation of new tech and trends The multichannel wishlist - the opportunity to bring offline in-store to extend the buyer footprint  Links: Cue Clothing VMLY&R Register for Online Retailer Conference & Expo, 21-22 July 2021 MouthMedia NORA See omnystudio.com/listener for privacy information.

Creator of multiple businesses that resulted in a combined exit value of $1billion – here we discuss the trends to look out for as the retail industry continues to thrive beyond the covid recovery effort, and some advice for anyone wanting to start up a new ecommerce business. https://drive.google.com/file/d/1zp3iLcKnN1MU1suYwH_odLfBSV0UaC4D/view?usp=sharing   Show Notes Change in the retail landscape since launching what was at the time, The Catch Group How COVID gave the retail industry a boost in 2020. Building momentum in retail sales off the back of covid recovery. Offline vs online – how both need to evolve to changing customer behaviours. The importance in innovation in ecommerce right now. The increasing trend in marketplace growth. Integrating social commerce and video shopping into the consumer experience. How's Gabby’s book has opened the door to new opportunities. Advice for the new ecommerce business startup Links Catch Of The Decade Catch.com.au Register for Online Retailer Conference & Expo, 21-22 July 2021 MouthMedia NORA See omnystudio.com/listener for privacy information.

This episode dives into the recent changes in Australian Media Laws and the impact on how consumers interact with social media platforms and content. Kate delivers some big answers to how this will impact conversion results from digital tools like Facebook, and what marketers can be doing now to plan for the battle ahead. https://drive.google.com/file/d/11vRzZrC2GtfXSHhuVxhaFvFTdL1lr1cS/view?usp=sharing  Show Notes Discuss the recent Google, Apple and Facebook changes to data policy and the impacts on the way we measure campaign success, conversion and ROI. How marketers need to think more holistically, and less about the specific channel performance in digital advertising.  Users have to opt-in to tracking – the impact on Facebook advertising as we know it. Pressure of changes on smaller businesses – Apple and Facebook at war with what the ideal customer experience should be. How to develop a battle strategy to get through the major challenges facing marketers. Consider switching from the current emphasis on digital vs opening up to a broader brand focus. What the opportunity to do better marketing looks like. Links: The Sheet Society  Register for Online Retailer Conference & Expo, 21-22 July 2021 MouthMedia NORA See omnystudio.com/listener for privacy information.

This episode we speak to Matt Hasaan, Senior Economist at Westpac and a total expert on the insights of the behaviours of the Australian consumer plus we pick up the conversation about recession and recovery of COVID-19 as predicted in his 2020 Online Retailer FUSION keynote. https://drive.google.com/file/d/1BIDyiYI0ER4GrHZMoSTEWk3eJmNNEeD1/view?usp=sharing Show Notes Picking up on the economic forecast from 2020 – did it all eventuate as predicted? Theory vs practical reality of retail re-opening The next prediction – where to from here? How resilience gained from living through 2020 will drive innovation in ecommerce and customer experience The new work-from-home business model in retail What could still be the unpredictable winner in ecommerce now we are coming out the other side of the pandemic Links: Westpac IQ Register for Online Retailer Conference & Expo, 21-22 July 2021 MouthMedia NORA See omnystudio.com/listener for privacy information.