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.

  • 5 big mistakes that retailers make
    5 big mistakes that retailers make
    As I have mentioned many times, the current retail environment is certainly challenging. It is critical that retailers get so many things right just to retain their existing customers, let alone gain new customers. To achieve that, they have to stand out, consistently. What I find though,...
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  • Why Recruiting The Right People and Being Consistent is Critical for Retailers
    Why Recruiting The Right People and Being Consistent is Critical for Retailers
    Some people may think working in retail is easy. There thoughts may include, “It’s just about talking to customers” and “That doesn’t take much effort”. My view is that retail is pretty simple but not easy. There are many things to get right, and it involves far...
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  • Technology Is A Game Changer In Retail
    Technology Is A Game Changer In Retail
    With online sales now hitting an all time high of 20% of total sales, physical stores have to really up their game to continue to attract customers. Worth noting of course, that 80% of retail sales are still purchased via physical stores, so the often talked about...
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  • Why On Job Follow Up Is Critical
    Why On Job Follow Up Is Critical
    In his research, consultative selling expert Neil Rackham found that up to 87% of new learning is wasted if the training is not reinforced in the workplace. This is a staggering amount and is, I believe, one of the main reasons why training is seen as a...
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  • How Retailers Can Bring Live Service To Online
    How Retailers Can Bring Live Service To Online
    The way we shop has certainly changed over the past couple of years. Online sales are booming as customers either couldn’t visit physical stores or preferred the ease of buying online. However, there is still a massive opportunity for physical stores to dominate if they get their...
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  • Here’s Why Feedback Has To Be Delivered Frequently
    Here’s Why Feedback Has To Be Delivered Frequently
    I am a huge advocate of leaders providing regular feedback to their teams. Coupled with this is the need to provide effective feedback. In our fast-paced world, especially on the retail shop floor, there is very little time for long conversations, therefore the best feedback is short...
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  • Why Treating Your Customer Like A Dog Is A Winning Strategy.
    Why Treating Your Customer Like A Dog Is A Winning Strategy.
    Sounds like a completely wrong way of thinking, yet if we treated our customers the same way we treat our dog, we are onto a winner. In an article by Jesse Carleton who writes for the NRHA (North American Retail Hardware Association) she put forward this very...
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  • Why Having Clear and Non-Negotiable Expectations Is Essential
    Why Having Clear and Non-Negotiable Expectations Is Essential
    Every retailer has their own set of rules (expectations, standards etc) – the rules their team need to follow when dealing with customers, when performing their duties, and the general rules of the business. My question is always – do you and your team live by these...
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  • Avoid These 9 Mistakes To Ensure You Keep Your Best Staff
    Avoid These 9 Mistakes To Ensure You Keep Your Best Staff
    Dr Travis Bradberry, author of the book Emotional Intelligence, identified the 9 things that make good employees quit. It is critical that you keep your best staff as they will drive sales, provide excellent service and keep those valuable customers of yours coming back. 1. Overworking great...
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  • Why Are Difficult Conversations often so hard to have?
    Why Are Difficult Conversations often so hard to have?
    In my latest poll that I ran recently on LinkedIn, I asked for feedback on the above question and the results were very interesting. Over half of the respondents voted for “I don’t like confrontation” and coming in second at 26% was “I struggle with what to...
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  • 7 Key Leaderships Skills We All Need To Improve On
    7 Key Leaderships Skills We All Need To Improve On
    It’s a tough role being a leader, yet so critical to the performance of your team. I have said a number of times, great leaders are hard to find. That’s why I was fascinated to read a recent article from Gallup that identified the 7 people management...
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  • 10 Steps Great Leaders Focus On To Bring The Best Out Of Their People
    10 Steps Great Leaders Focus On To Bring The Best Out Of Their People
    Great leadership is vital if we want to get the best out of our people in today’s challenging and ultra-competitive world of retail. With headlines talking about close to 50% of employees wanting to leave, there is a big focus on keeping team members especially the standouts....
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  • Why Creating a High Performance Team Is Essential.
    Why Creating a High Performance Team Is Essential.
    It’s been a tough couple of years for physical retail stores, with many factors leading to a drop in foot traffic and therefore sales. The pandemic has certainly presented big challenges in a number of ways and has encouraged more customers to shop online. One way to...
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  • Does Your Retail Team Offer The best level of Customer Service?
    Does Your Retail Team Offer The best level of Customer Service?
    In today’s ultra-competitive world of retail, you need to ensure your customers enjoy a memorable experience, that they can’t get online or at your competitors. This level of service is now just the minimum and customers should expect to receive this every time. When your team delivers...
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