Retail Predictions for 2013 / Page 2
Customer Expectations in 2013
If three words could describe the expectations of Australian retail
customers for 2013, they would be:
• More range, more options, more information
• Improved online and in-store experiences
• Faster online or in-store, your customers want it now
• Omni-channel strategies – the
21st century requirement
• Disparate systems
• Loyalty is getting personal
• The globalisation impact
What can retailers do to stay abreast of these increasingly
Is profitability even a possibility in today’s global market?
This eBook outlines key challenges facing
Retailers in 2013; and reviews solutions to
position your business for success.
Retail Predictions for 2013 / Page 3
Omni-Channel Strategies – The 21st Century Requirement
A strong omni-channel marketing strategy creates a seamless approach to the customer experience by
ensuring all available shopping channels (including mobile phone, internet devices, computers, bricks-andmortar and traditional marketing channels) are on message, accessible and intrinsically connected.
• Omni-Channel expectations will continue to grow as customers embrace online
shopping and multiple access points. Those same customers will expect ever faster
access and search responses, regardless of how and when they connect with your
• When they do enter your store, they’ll be armed with more knowledge than
ever before. They will have product details (think price comparisons and online
product reviews) or will expect information to be immediately accessible via online
applications during their in-store experience.
• If retailers aren’t controlling the information themselves, customers will access
applications like Google Shopper, RedLaser, and TheFind to price-check goods and
make competitive comparisons, often whilst standing in your store.
• What this boils down to is a previously inconceivable array of customer power and
What To Do
• Retailers focused on profitability will need to personalise the shopping experience
and embrace social, local and mobile (SoLoMo) applications. They’ll also need to
invest in the infrastructure underpinning these applications.
Omni-Channel Retailing Defined
The multiple ways customers now
expect to connect with and access
Retail Predictions for 2013 / Page 4
Integration of Disparate Systems
Integration in action is an ERP system that enables retailers to seamlessly manage store, web and mobile
device transactions, through to warehousing, procurement, replenishment and financials in one application.
Overall visibility is the key in this scenario – and it’s critical in enabling the retailer to be well informed and proactive.
• You can’t have a seamless shopping experience if the underlying systems
are disparate. Your customers won’t be able to:
»» Buy products online and return them in a store
»» Redeem points online that were collected in store
»» Access instant updates from in-store sales staff
• Customers can make competitive price comparisons through the recent
surge of third party applications. Retailers who don’t integrate will lose out to
online competition whilst failing to secure its advantages.
What To Do
• Stay competitive with the new players driving the retail sector through
system integration. Integrated systems create leaner, more efficient
operations via streamlined order processing, stock controls and distribution
Communications between the IT
department, marketing department,
and sales staff will need to be
as smooth as possible with little
confusion about goals and strategies.
Retail Predictions for 2013 / Page 5
Loyalty is Getting Personal
Omni-Channel Loyalty = Maximizing your Customer Experience
• Loyalty programs are developing beyond simple card/point type systems
to a long term, personal engagement. Smart retailers are focusing on
collecting data to create highly targeted offers and promotions.
What To Do
• Plenty of retailers will pay lip service to this concept but only those with
accurate data on customer buying habits will analyse those behaviours and
react quickly with effective offers and promotions.
Retailers who have close integration
of their loyalty/ marketing and ERP
systems will be in a strong position
to target their best customers and
encourage similarly profiled groups
with relevant offers.
Retail Predictions for 2013 / Page 6
There are more international retailers entering Australia than ever before. And more suppliers are emerging
as direct competitors on the back of the global search engine trends encouraging shoppers to search by
brand rather than retailer.
• The drive towards globalisation does more than increase competition.
It also distorts the very concept of how we’ve worked as an industry in
Australia. Our concept of ‘seasonality’ becomes less relevant and product
lifecycles shorten as customers become ever more empowered to search
out the next best thing.
What To Do
• There’s now a growing need for accurate SKU (Stock Keeping Units)
sales, as profitability analysis becomes critical to providing customers with
exactly what they want, and enabling you to quickly adapt your product
lines in line with changing behaviours.
Global change can provide an
excellent opportunity for retailers who
were previously beholden to seasonal
constraints and product lifecycles
to create their own more agile
Retail Predictions for 2013 / Page 7
What Do Retailers Need to Do?
It’s all about having access to technology that you can build your business
upon. More than ever before, solutions need to be:
2 Highly Agile 3
Retailers must keep
up with customer
expectations and move
with speed when the
market requires it.
End to End
Retail Predictions for 2013 / Page 8
Who We Are
Tectura is a worldwide provider
of business consulting services
delivering exceptional service
and sustainable value through
consulting, software and IT
implementation. Our diverse
clientele includes mid-sized
companies and larger enterprises.
With team members in 20+
countries, Tectura applies its
industry knowledge and best
practices philosophy to provide
Microsoft Dynamics ERP,
CRM and technology solutions
throughout the Americas, EMEA,
and Asia Pacific.
Why Tectura for Retail
Tectura can give you access
to local resources that have
an in-depth understanding of
the Australian Retail Market
whilst leveraging global retail
best practices. The Microsoft
Dynamics platform has the
flexibility of offering the full retail
mix, from POS, mPOS (mobile
POS), web, loyalty, OTB,
procurement and warehousing,
right through to financials.
How to Get in Touch
1300 TECTURA (1300 832 887)