Welcome to Insights, The Retail Solution Blog.

Insights provides us with a forum to comment on new developments we feel are important in the rapidly changing world of retail business, both within Australia and abroad. We won’t confine ourselves just to clinical issues. Social, political & economic topics are having an increasing influence on the way Australian retail business is evolving and we’ll cover these here too. We hope you find our Insights to be informative and educational.

  • This Problem is Costing Businesses a Fortune
    This Problem is Costing Businesses a Fortune
    I was staggered by a recent post from Gallup, stating that voluntary turnover is costing US businesses $1 trillion dollars. That number has too many zeros for me to even contemplate. Sure their annual turnover rate is higher than ours at 26.3% compared to 8.1% (as reported...
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  • How To Be An Inspirational Leader In The Age Of The Millennial
    How To Be An Inspirational Leader In The Age Of The Millennial
    They are everywhere, those enthusiastic, want to be the boss in 5 minutes and where’s my recognition, younger workers of today, known as millennials. This group of individuals, are well and truly in the workforce and starting to make an impact. It is projected that by 2025,...
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  • Want To Know How To Compete With Amazon?
    Want To Know How To Compete With Amazon?
    Amazon has been trading in Australia since late 2017 and most analysts are surprised by the lack of impact they have had on the marketplace. Despite launching Prime, amongst other initiatives, sales have fallen below expectations. Their financial results are also unremarkable, with a loss of $5.3...
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  • 8 Lessons on Building a Company People Enjoy Working For
    8 Lessons on Building a Company People Enjoy Working For
    I’m sure you would all agree that Netflix has certainly changed the way we watch movies and TV series. Patty McCord served as Chief –Talent Officer at Netflix for 14 years and was instrumental in developing the culture over this time. Her recent short TED talk, (it’s...
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  • Five Behaviours You Need To Be An Inspirational Leader
    Five Behaviours You Need To Be An Inspirational Leader
    It’s tough being a leader! No doubt about that, particularly in retail where things move fast, staffing is tight and sales are tough to come by. Yet, I believe, it’s one of the most rewarding roles when you achieve success, which is generally always achieved through your...
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  • 10 Lessons from One of the World’s Best at Service
    10 Lessons from One of the World’s Best at Service
    Zappo’s (the US online shoe retailer) has long been seen as a world leader in customer service. With revenues in excess of US$3 billion and over 80% of customers coming back from more, there are some extremely valuable lessons to be learnt from this retailer. It all...
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  • How Do You Win The War For Top Talent?
    How Do You Win The War For Top Talent?
    One of the biggest challenges facing every retailer is how to attract and retain top talent. Having the best people in your retail stores is an absolute winning strategy, as these people, consistently offer the best service to your valuable customers. Now finding this top talent certainly...
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  • Why You Have To Create The Right Atmosphere For Customers
    Why You Have To Create The Right Atmosphere For Customers
    The key word for the past few years in retail that has been bandied about is experience. The word experience doesn’t relate to the years of service your team members have, but to the experience created in store that is either positive, negative or neutral. Obviously every...
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  • Why You Need To Let Go To Keep Your Best Employees
    Why You Need To Let Go To Keep Your Best Employees
    I know it’s scary but the best way to ensure your team members stay motivated is to set clear expectations and let them get on and do it without looking over their shoulders. Easier said than done as I’m sure we are all a little scared that...
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  • Why an Awesome Customer Experience is Everything
    Why an Awesome Customer Experience is Everything
    I’m a passionate advocate for great customer service. I love it when I receive great service and as my friends will testify, I hate it when it’s obviously absent. Unfortunately it’s more absent than in place these days in the stores I visit. What I see is...
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  • Here’s Why Leadership Control Is Toxic
    Here’s Why Leadership Control Is Toxic
    I have been a strong advocate that the best leadership style in today’s world is to coach your team rather than control. Having learnt the power of coaching around 25 years ago, I have been training store and regional managers how to unleash the power of their...
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  • 2019 - The Year Retail Changes Forever
    2019 – The Year Retail Changes Forever
    This week I’m excited to share a great article written by my colleague Bill Rooney from 6one5 Consulting Group. Bill shares his many insights into the big challenges retailers face right now. How long did it take for the Horse & Buggy to be replaced by the...
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  • The “New” Retail Trend Is Bricks and Mobile
    The “New” Retail Trend Is Bricks and Mobile
    We’ve all seen it and experienced it, customers studying their phones while in store. Searching for a better price perhaps, reading product reviews or paying by phone. This is new retail, well in fact not that new, but this is something retailers will see much more often...
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  • To Approach Or Not Approach, That Is The Question
    To Approach Or Not Approach, That Is The Question
    Apologies for my complete misuse of a classic Shakespeare quote, but this is a real conundrum facing both customers and retail team members every single day. Which customers want to be approached and offered service and which ones want to be left alone? There has even been...
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