It’s important to note that the impetus of an established bricks and mortar store, a significant amount of its resources into its digital arm has undoubtedly helped these retailers gain its top title into our Top 100 retailer list.
Let’s take a look at the five most successful retailers in Australia, who also happen to be multichannel retailers, according to Power Retail’s 2017 E-Commerce Leaders’ Playbook, and some of the reasons why they win the title.
Woolies has come a long way from its roots as a single basement store on Pitt Street, Sydney. It has now grown to become the leading supermarket chain in Australia, with stores across Australia and New Zealand, and a strong online presence. ‘The fresh food people’ just revealed its online sales increased by 20% YOY in its 2017 third quarter results. Woolworths’ website allows customers to check online if it delivers in their area and gives options for windows of time to deliver. Delivery costs are based on the size of the order, the delivery time and the location. They also have a click-and-collect option for those time poor customers who aren’t available to receive deliveries. Woolworths offers its customers a ‘fresh or free’ policy, meaning if they’re not satisfied with their fresh food purchase, they’ll refund it and replace it for free. Last year Woolworths also partnered with Australia Post, to install parcel lockers in supermarkets across the country, providing online shoppers with convenient parcel collection and returns.
Founder George Coles was a major influencer and pioneer in Australia’s retail history. In 1914 he opened the first Coles Variety Store in Melbourne’s Smith Street, Collingwood, after observing practices in the US. One store grew to many and this year Coles celebrates its 103th birthday. Renowned for its slogan ‘down, down, prices are down’ Coles aims to bring best practice and best quality to its customers. All Coles branded products comes with a ‘customer satisfaction guarantee’ – if customer are now 100% satisfied with the quality of the product Coles will happily give you a refund or replace it. Coles offers free delivery on customers’ first order or when when customers spend over $100 through Coles online with their Coles Mastercard. Coles also offers click-and-collect on online purchases. Customers can choose their most convenient location for pickup and Coles will bring it out to their car. Some stores also have convenient self-serve lockers
- Dan Murphy’s
Australians are renowned for being bargain shoppers and Dan Murphy’s discount liquor store fits in with this consumer behaviour. With its origins dating as far back as 1878, when Daniel Francis Murphy, a winemaker, journalist and founder of the first wine club in Australia began wine retailing in Australia. Dan Murphy’s is now owned by Woolworths Group, who took over the five Victorian retail outlets in 1998; The business in now thriving and forming a dominant presence in the Australian liquor market and online. Dan Murphy’s launched its online marketplace in 2014, to connect its producers, including wineries, distilleries and craft breweries, with its consumers. Customers who purchase online have options like ‘same day’, ‘next day’, ‘pick a day’, ‘standard’ or ‘click-and-collect’. Delivery charges apply, while click-and-collect is free. Dan Murphy’s provide a whole page dedicated to its returns policy, for consumer reference. The company says its digital success isn’t measured through the e-commerce it generates, but rather by the seamless experience it provides for its customers.
A relatively new player in Australian retail, Officeworks first opened its doors in Richmond, a popular inner-city suburb of Melbourne in 1994. Within 23 years, over 150 stores have been opened across Australia. Officeworks operates as a B2B and a B2B retailer and caters to Australia’s smallest and largest office needs, from stationery and paper, to laptops to office furniture. It offers many customer incentives, including its ‘lowest price guarantee’ on all its products. In 2014, Officeworks unveiled its new cleaner and simpler e-commerce platform, featuring simpler navigation and enhanced stock visibility and a more optimised mobile platform. Officeworks offers free next-day delivery to Metropolitan customers throughout Melbourne, Geelong, Brisbane, Perth and Sydney. For customers outside these areas, calculates prices are listed on the Officeworks website for delivery of bulky and non-bulky items. The company has a straightforward returns policy, requiring that its customer keep the receipt, and where possible, keep the product in its original packaging.
- Harvey Norman
One of today’s retail giants, Harvey Norman has humble beginnings in 1961 when Gerry Harvey and Ian Norman opened their first store specialising in electrical goods. The first officially name ‘Harvey Norman’ store opened in 1982, and adopted the American superstore structure in the early 1990’s. Today the company specialises in furniture, electrical goods, computers and much more. There are Harvey Norman stores not just throughout Australia and New Zealand, but also Slovenia, Ireland, Singapore and Malaysia. Although a ell established bricks-and-mortar business, Harvey Norman didm’t venture into online retail until 2011. Despite its late start, the company ahs quickly won several awards, including an ORIA (Online Retail Industry Award for Best Multichannel Retailer, but also came out number 5 in the Power Retail’s 2017 Top 100 retailer list.