Monday Jun 17, 2013

Quiz: Customers Are Looking for More... Are You Delivering?

Delivering a positive online customer experience is more critical today than ever before. With the marketplace becoming more global, consumers now have the power to shop from a wider range of retailers.

A disappointing web experience can seriously harm your business: The Oracle Retail research - The Evolution of Experience Retailing – showed that consumers are not tolerant of retailers who fail to meet their expectations. Only 39% of survey respondents were willing to give a retailer a second chance and over half (53%) switched to a rival retailer straight away.

Given these findings, retailers are having to re-consider how they conduct their business on the web. The customer experience is now defined by the consumer - but are retailers recognising this?

To help you understand whether your website is truly optimised, Oracle Retail has launched an interactive quiz, which looks at whether your site is making use of the top 10 features that increase attraction, decrease bounce, and ultimately drive customer conversion.

Complete the quiz and gain insight into what improvements you can make to provide a more successful customer experience.

Take the quiz now…

Tuesday May 07, 2013

Oracle ATG Web Commerce Enables Mr Price to Make Multi-Channel Move

Last year, South African fashion apparel retailer Mr Price implemented Oracle ATG Web Commerce to transition the business onto a multi-channel footing. Operating over 1,000 stores in South Africa and other countries on the continent, the launch of an ecommerce offering has provided customer access to the complete range of Mr Price products, previously available only in its largest stores.

With online shopping a growing trend in South Africa, it was becoming essential to provide a cross-channel offering and meet the needs of customers who wished to buy online, and Oracle ATG Web Commerce provided the capabilities to transform the shopping experience.

In this video, Donovan Baney, e-commerce executive from Mr. Price talks about why the organisation purchased  ATG Web Commerce to underpin their cross-channel growth.

Video also available at Oracle Media Network.

The Mr Price website now enables visitors to browse, shop, purchase, track an order, and collect and return items through this channel, and is fully integrated with the organisation’s social media channels.

Learn more about the Oracle ATG Web Commerce suite of solutions…

Wednesday Nov 16, 2011

Willy Rotstein at the Oracle Retail Industry Forum

In the video below, Willy Rotstein from Oracle Retail talks about the success of the Oracle Retail Industry Forum that took place in Berlin in October.  Willy talks about the main discussion topics at the forum and summarises the thoughts of the retailers that attended the forum.  The forum was an excellent way for retailers to come together and discuss the challenges of the industry and share experiences in developing solutions to those challenges.


Tuesday Oct 04, 2011 Selects Oracle Retail Point-of-Service to Support its Growing Store Network

Last week we announced that German retailer selected Oracle Retail Point-of-Service.  This was timed particularly well with our activity at the World Retail Congress in Berlin.  Below is the press release in full.  We're very pleased to welcome to the Oracle community.

[Read More]

Monday Sep 05, 2011

The Big Opportunity: Connecting e-Marketing, Retail Analytics and Merchandising

Guest post by Willy Rotstein from Oracle Retail - click here to email Willy for more information.

Providing a great cross-channel experience is of course one of the key challenges retailers face today.  It is easier said than done though.  A good example of these challenges is the integration of the world of e-marketing (i.e. attracting people to your website/store) and merchandising (i.e. what you buy/hold and offer to your customers). 
[Read More]

Friday Jul 15, 2011

Taking the shop to the customer

This week photos and video have emerged that demonstrate a unique idea from Tesco's Home Plus brand in South Korea for generating sales in the real world away from their stores.  They used billboard space in public places like train stations to create ‘2D’ shelves to advertise their products.  Beside each item is a QR code which commuters can scan with their mobile phone to add the item to their online shopping basket.  On the surface, this looks like an excellent PR gimmick, but underneath is a very sound business strategy. 

Tesco came up with the idea when facing the challenge of trying to become the number one grocery retailer in South Korea without having to open new stores.  In order to do this, Tesco needed to increase footfall to their stores and boost online shopping. 

By creating virtual shelves on billboards in public locations, they’ve essentially taken their store floor to the commuters.  Store footfall is increased by proxy, as commuters are ‘browsing the aisles’ while they wait for their train, and online shopping is boosted by the mobile shopping apps scanning the codes. 

We’ve talked about QR codes before, and have used them ourselves to promote our microsites and social media profiles in the real world.  The beauty of QR codes is that they can be customised to either have one per SKU, or even one per item in each advertising location, which can be tracked to analyse exactly how each item in each location is performing using simple online traffic analytics. 

By pioneering this approach, Tesco has achieved three important goals:

  • It has produced a very original and exciting viral advertising campaign
  • It has created a useful source of detailehd product analysis in the QR codes
  • Most importantly it has found a way to boost the bottom line without a significant increase in overheads or taking the risk of opening new stores in areas with strong competitor saturation

This is an excellent concept and is likely to drive the adoption of more direct selling methods through display advertising, and will make a lot of business that are trying to find ways to boost sales without increasing costs sit up and pay attention to the opportunities of cross-channel retail.

Tuesday Apr 05, 2011

The Leahy Legacy


Sir Terry Leahy at the Oracle Retail Week Awards.PNG
So much happens at the Oracle Retail Week Awards that it is often difficult to take it all in on the night. Yesterday, I found myself recalling Sir Ken Morrison's comments about Sir Terry Leahy, and in particular, his description of Leahy as "the greatest businessman of the late 20th and early 21st century" as he presented him with the Retail Week Lifetime Achievement Award.

This is a big statement. There is no denying Leahy's achievements at Tesco, the legacy he leaves behind and also the impact this has created around the world. Sir Ken referenced the Clubcard as one of the key successes of the era and indeed Leahy himself sees this initiative as the enabling factor that drove the customer to the heart of the Tesco business. Developed while Leahy was Marketing Director, Clubcard has been influential in maintaining Tesco's stance in the number one position and has been copied to less effect throughout the world.

Another element of Leahy's legacy that stands out for me is the retailer's impressive international expansion, with the Tesco Operating Model at its foundation. By no means is this a unique offering - several retail organisations utilise a common set of technologies and applications upon which they manage their businesses. However, the Tesco approach has been to be very specific in identifying the very best set of solutions for  particular aspects of their business. Tesco worked hard to create a model that was able to work locally from Turkey to Thailand.  Much has been made of Tesco's ability to identify emerging markets and develop the Tesco concept successfully within these countries but the Tesco Operating Model is a key element of this success. If you don't get the HQ, DCs and stores working effectively, your business will fail. If you can't get the right product to the customer at the right time, you lose a sale and sometimes that customer's business. Serving a global customer demands a business to have truly global process and technology.

Leahy's successor, Philip Clarke in his previous role as IT and International Director was influential in ensuring that the Tesco Operating Model was implemented to great effect. It will be interesting to see over time how retail businesses seek to copy the Operating Model, as they have done the ClubCard. It is too soon to speculate on what Clarke's business legacy will be. Putting the customer at the heart of business is a lesson that every company can learn from Tesco.  Creating a truly global business for a global customer is where Clarke's international and technology skills give him a real edge as a forward looking businessman for the 21st century. 



Mike Pell on multi-channel at the Retail Week Conference 2011

In the video below, Mike Pell - Business Intelligence Director for Oracle Retail - talks about what he's seen at the Retail Week Conference, where he was a panellist for a discussion about the challenges facing multi-channel retail.

The Retail Week Conference was very interesting and featured some insightful presentations from retailers and industry experts who shared their experiences on current hot topics.


Everything Retail.

Principal contributors:

Sarah Taylor, Senior Industry Director, Oracle Retail.

Marie-Christin Hansen, Senior Industry Campaigns Manager, Oracle Retail.

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