Kiwi retailers can defend against the incursions into the New Zealand market by overseas eCommerce retailers offering better prices, but they will need to deliver a flawless customer experience; the problem is that so few local retailers recognise the opportunity.
Mark Presnell, the CEO of Convergence, a specialist in eCommerce integration, says, “She’ll be right won’t wash with globalisation, especially as the current global supply chain mess is limiting local access to products to which US retailers, for example, have ready access.
He said Kiwi eCommerce retailers could be competitive if they offer New Zealand customers a faster, more responsive, and personal experience than overseas competitors.
“In particular, some local retailers must catch up in making the backend more efficient. To create a better shopfront experience, we have to automate the backend. Not only will this save time and money and avoid errors or duplicated tasks, it means a faster, more efficient, and more responsive customer experience.
“A better customer experience is local retailers’ best weapon against overseas eCommerce sites.”
Presnell said that in Convergence‘s experience at the coalface, at least half of Kiwi retailers still rely on manual processes and use different software pieces for purchasing, stock, inventory management, sales, financials, and other aspects of the business.
“These disparate systems lead to poor communication between bricks and mortar stores and eCommerce websites, resulting in slower and less responsive customer experiences.”
He offers the following three tips to New Zealand retailers who want to future-proof their businesses and thrive in an environment of foreign competition:
1. Streamline operations
“Find ways to be faster and more responsive,” says Presnell. “You will be more competitive overseas and locally by providing a consistent and reliable experience.”
2. Focus on the customer experience
“Offer customers a more seamless, easy, and enjoyable shopping experience by being responsive, up-to-date, and faster,” he said.
3. Stay up to date
Ensure the product range is up-to-date, relevant, and current on the website so customers can rely on the information provided and be confident to buy.
“We had one retailer selling a rare $3,000 product, and he only had one in stock. One customer purchased the product in-store, while another purchased it online moments later. To say the online customer was unhappy is an understatement. eCommerce retailers urgently need to be operating in real-time.”
Convergence offers operational software and eCommerce website integration solutions, which help retailers streamline their processes and reduce manual labour. The company automates inventory management, order fulfilment, and returns management, which allows retailers to eliminate duplicate work, avoid errors, and improve customer experience. Convergence has helped retailers reduce the manual labour involved in these tasks by at least 50%.
For more information, visithttps://convergence.co.nz/
