Key Takeaways from Online Retailer 2019 for Australian Retailers

We had two eventful days at the Online Retailer Conference & Expo in Sydney, Australia last week and we can’t wait to share some exciting trends and topics from the buzzing e-commerce retail scene in Australia. 

Did you know the Australian e-commerce sector saw impressive growth over the past few years? As of January 2019, Australians spent US$20.3 billion in online shopping, contributing 9% of total retail sales. 

Our team members Dana and Dennis represented Parcel Perform and spoke with several merchants during the conference. We also met with over 120 exhibitors and had the opportunity to listen to key industry leaders in the e-commerce industry to share their insights.

What are Australian retailers focusing on for the rest of 2019? 

Retailers we spoke to share similar priorities; emphasizing retail customer experience to drive customer loyalty. 

Industry leaders like Tiffani Bova of Growth IQ and Booktopia’s Tony Nash agree building customer loyalty has its challenges like rising consumer expectations, overseas competition and growing awareness about data privacy.

Another conversation topic we found is how the post-purchase experience plays a huge part in customer loyalty. Australia Post’s recent report highlighted the importance of faster fulfillment options, exceptional returns experience and the rise of conscious consumerism in Australia. 

Examples of noteworthy post-purchase experience from Australian retailers

1. Eco Tan

This 100% natural and certified organic body skincare brand is committed to zero waste. But with e-commerce, we know that lots of packaging and care are needed in order to deliver to consumers worldwide. Eco Tan uses Instagram stories to showcase its recyclable packaging. 

It’s fantastic efforts to appeal to the rise of eco-conscious shoppers, especially in Australia.

2. Aesop

The well-loved Aesop brand is known for its in-store experience, where their signature scents draw you into the store. Once inside, friendly Aesop ambassadors offer shoppers warm cups of tea and generously lather you with samples. 

Their online customer experience is no slouch either. Aesop maintains a microsite Taxonomy of Design; a digital archive of signature stores and documenting the creative features of each Aesop store.  Transactions are done within a day and they offer a generous 30-day return policy. 

3. The Iconic

Sometimes, we need that designer outfit today. The Iconic is a multi-label e-commerce retailer with an immense following of 700k+ Facebook fans and more than 290k followers on Instagram. We love that The Iconic offers a wide range of delivery options; same-day delivery, two-day delivery, selection of your own pick-up points – and transparent delivery prices listed on their website.

4. Kogan 

From Nutella and Pringles to electronics, toiletries and cleaning products, Kogan is a renowned e-commerce site in Australia. We love their ‘Change of Mind Policy’ where they offer a 14-day return policy for many of their exclusive brand items. More importantly, their Kogan Account Dashboard offers an easy, self-service way to get support and help from customer service agents quickly.

5. Catch

No e-commerce retail roundup will be complete without Catch, a deals website in Australia. Catch’s delivery helpdesk is comprehensive and well thought through. It probably already answers any questions you have, without you asking. From delivery to parcel lockers, and a clear returns policy, Catch covers a majority of post-purchase questions customers may have, even before the purchase is made.

We also attended ORIAS celebrating the best in Australian online retail

The Australia Post Online Retail Industry Awards (ORIAS) recognized some businesses for their excellence in certain categories. Congratulations to the winners especially:

Showpo for Best Pureplay Retailer

Tinyme for Best Social Commerce Initiative and Online Retailer of the Year

Wayne Baskin from Booktopia for Industry Recognition for People’s Choice Award (Large Retailer)

Check out the other winners from ORIAS here: 


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