'Retail therapy’ replaced by ‘retail anxiety’

Online shopping anxiety – not therapy – may be more common than we think, with new data revealing that just seven per cent of Aussies are completely comfortable with the online experience. The biggest fear among Aussie shoppers is around the checkout cart, not losing their delivery.
Parcel delivery service CouriersPlease (CP) commissioned a survey of an independent, nationally representative panel of 1021 Australians who made at least three online purchases in the last six months, to uncover the most common concerns among online shoppers. Possible concerns listed were credit card theft, the validity of the online store, lost parcels, returns policies, and spending too much online.
The e-commerce industry has made significant efforts to keep shoppers’ credit card information secure – this includes accepting payments through PayPal, and offering payment checkouts that require banks to authenticate cardholders via Visa Checkout and Mastercard SecureCode. Despite these moves by the industry, the survey results have revealed that credit card security is still the most common worry for online shoppers – with one in three respondents (36%) most fearful of having their card information stolen online.
The second most common fear is a reflection of the fast growth of local and international online stores: 19 per cent of respondents worried about the legitimacy of the online store they were buying from. A further 17 per cent of respondents worried that their goods would be lost in transit.
Fears that rank lower among Aussies are those surrounding returns policies. Eight per cent (8%) were concerned about not being able to return unsuitable items, followed by seven per cent (7%) of respondents worrying about having to return an item they bought.
The good news is that Aussies think these concerns can be resolved by the e-commerce industry itself: 84 per cent of respondents believe retailers can alleviate these concerns in the future with improved systems, digital technologies and customer service.
CP CEO Mark McGinley said: “Despite online shopping being prevalent and widespread among Aussies, it’s easy to forget that it’s still a relatively new experience for many – it’s only natural to have some fears. As such, it’s important that retailers provide their customers with the best all-rounded experience, such as having the necessary website security certifications to lower fears of fraud, and using a parcel delivery company that they can trust.
“We have a number of processes in place that allow you to track your order, including a tracking number and delivery notification when your parcel is on its way. The notification also offers you flexible redelivery options if you’re not home, such as redirecting to a neighbour, and using one of 1000+ conveniently-located POPPoints to have items delivered to a parcel locker or retail outlet – to avoid items getting stolen.

What are you biggest fears with online shopping? %
My credit card information will get stolen 36
The online store won’t be legitimate 19
My parcel will get lost 17
I won’t be able to return the item 8
I’ll have to return the item 7
I don’t like to pay for things before I receive them 3
I will spend too much online! 3


Do you think retailers can solve these fears in the future with improved systems, digital technologies and customer service? %
Yes 84
No 16


CouriersPlease appoints National eCommerce Manager

Parcel delivery company CouriersPlease’s new National eCommerce Manager, Jessica Ip, has been tasked with driving the strategy and innovation of the business’s e-commerce services to “enhance the customer experience and position the business at the forefront of online retail delivery,” the company explained in a statement.
“Jessica’s mantle will be the design and implementation of a suite of innovative e-commerce solutions to make last-mile delivery as hassle-free, flexible and convenient for the customer.”
Ip spent seven years at Qantas Freight, where she in worked in technology consultancy, improving business performance and global key account management and e-business. Most recently, she was Courier Product Manager at Rohlig Australia.
“To take the helm of CouriersPlease’s e-commerce management, at what is such a pivotal time for the logistics, supply chain and retail industries, is a great opportunity,” said Ip. “With the growing demand for online shopping and competition from major global players, our focus is on enhancing the customer experience right from the time an order is made to the final moment when the parcel is delivered.
“To meet customer expectations, we will continue to innovate and implement technology solutions such as CouriersPlease’s flexible Delivery Choices, on-demand notifications giving customers the choice to redirect their parcel to our network of parcel lockers and retail outlets, leave the delivery without a signature, or with a neighbour close by if they won’t be home to receive their order.”
Mark McGinley, CEO, CouriersPlease, added, “Jessica’s experience implementing strategic business technology innovations will be a great asset for CouriersPlease, as we work to develop more solutions to help ease the delivery experience for our customers and online retailer partners. She will be key in continuing to roll out our network of POPPoints in retail outlets around the country, and implementing our flexible Delivery Choices.”
Jessica joins a senior leadership team made up of 80 per cent women.

Small online retailers expect to grow their business with Amazon

With the arrival of Amazon causing heated debate among industry experts and retailers alike, new research from parcel delivery service CouriersPlease reveals smaller online retailers are more likely to welcome the e-commerce giant than larger online retail businesses, and see it as an opportunity to grow their business.
CouriersPlease conducted a survey among its online retailer customers to gauge sentiment about the arrival of Amazon.
Of the 193 online retailers who took part in the survey, more than 59 per cent see Amazon’s arrival as an opportunity to grow their business to Australian and international customers. The percentage consistently increased the smaller the size of the business: 62 per cent of micro businesses, 56 per cent of small businesses, 53 per cent of medium-sized businesses, and 33 per cent of large businesses would welcome Amazon.
The survey also revealed that 63 per cent of online retailers – and 74 per cent of small online retailers – believe Amazon will not compete with their business.
Attitudes among online retailers, however, are in stark contrast to shopper behaviour. CouriersPlease research in June found that 90 per cent of Australian online shoppers admitted they would purchase from Amazon if it fulfils its promise to deliver low prices, vast selection and fast delivery.
“Amazon is a disrupter and it’s likely that its arrival will change not only the retail sector, but also the logistics industry,” said Mark McGinley, CEO, CouriersPlease. “Like every disruptor in the market, Amazon is customer-focused and local businesses wanting to compete will need to look at how they can add value to the customer. There is no doubt that the competition will make us all better at what we do.
“Australian online shoppers have told us that they will redirect their purchases to Amazon if it can deliver more of what customers want. It’s no surprise that smaller online sellers see Amazon as a partnership opportunity, to enable them to reach more local and overseas customers.”

CouriersPlease opens two new depots

Parcel delivery service CouriersPlease has opened two new relocated logistics facilities in major Australian cities, investment in its infrastructure ahead of a forecast growth in parcel deliveries in tandem with the growth in e-commerce.
The two new Perth and Melbourne locations will be key logistics facilities as the company expands its reach in Australia and overseas, as CouriersPlease explained in a media statement.
Located in the new $440 million logistics hub Drystone Industrial Estate, CouriersPlease’s relocated state-of-the-art logistics facility in Truganina, Victoria, replaces the company’s Port Melbourne, Victoria, depot. Along with CouriersPlease’s existing Mulgrave facility, it will provide the business with east-to-west coverage of Melbourne. The site is 29,000m2 in total, with 12,500m2 under the roof, and will accommodate over 160 courier vehicles. Additional bay spaces have also been allocated to accommodate future growth.
Drystone Industrial Estate is home to other distribution centres for major Australian companies, including Kmart, The Reject Shop and Rand.
The second recently opened logistics facility is located in Welshpool, an inner south-eastern suburb of Perth. The new 4,043m2 site will be the delivery hub for Perth and Western Australia. It comprises a 3,443m2 warehouse, with a 600m2 office space, and room to expand a further 2,000m2 in the future.
The logistics facility will provide improves access to the CBD and the north and south of the city and is close to main arterial routes such as Orrong Road, Welshpool Road, Leach Highway and Tonkin Highway.
In September last year, CouriersPlease opened a relocated Brisbane depot in Salisbury, and a new Adelaide depot is set to open in Marleston later this year.
“CouriersPlease has relocated our logistics facilities in major capital cities in order to accommodate the significant growth in the volume of parcels moving throughout our network,” Mark McGinley, CEO, CouriersPlease. “Our commitment in moving to the west of Melbourne has stemmed from it being a massive growth corridor with some of the highest rates of online shopping in the country. Our new Welshpool depot gives us greater coverage of the city and a larger warehouse space for logistics operations, allowing us to bring a better service to our customers. With room for future expansion, we hope to bring more jobs and opportunities to the local community.”

CouriersPlease champions female leadership

Parcel delivery service CouriersPlease has grown its proportion of women in strategic positions – in FY2016, the company grew its female manager representation by six per cent, and in FY2017 increased it again, this time by nine per cent.
Now, 43 per cent of employees in CouriersPlease’s head office are women – almost double the representation of females in the Australian transport, postal and warehousing industry (22 per cent), which has the third lowest representation of females in any Australian industry.
Additionally, women make up 80 per cent of the senior management team.
The recently appointed Chief Operating Officer, Hoy Yen Hooper, recently joined CouriersPlease, bringing with her general management and strong commercial experience in the Australian and New Zealand logistics and supply chain sectors.
Hooper joined Chief Financial Officer Paula Sabbouh, the first female in the position at CouriersPlease, National Commercial Manager Hayat Horma, National Sales Manager Sharon King, Head of Customer Experience Kirsty Tuffley, Human Resources Manager Daisy Jacobs, National Marketing Manager Lissa Becker, National Sales Manager Wendy Bass, and Legal Counsel Clare Matthews.
“It was an exciting opportunity to join a strong team of women who are leading the transformation of the business, as it expands its delivery and courier network across the country and overseas,” said Hooper. “The logistics sector is changing, a shift we not only see at CouriersPlease, but in other businesses in this sector, with Australia Post appointing its first female to the top spot. As online shopping increases, and there are more parcels in the network, we look forward to seeing a further increase in the number of female franchisees we have on the ground.”

CouriersPlease appoints new COO

Parcel delivery service CouriersPlease has appointed Hoy Yen Hooper as its new Chief Operating Officer.

Mark McGinley, CEO, and Hoy Yen Hooper, Chief Operating Officer, CouriersPlease.
Mark McGinley, CEO, and Hoy Yen Hooper, Chief Operating Officer, CouriersPlease.

Hoy Yen will drive the strategy and innovation of the company’s national operations as it expands its delivery and courier network across the country and overseas, overseeing the delivery of the more-than 17 million parcels CouriersPlease delivers yearly.
She will be responsible for the overall management, performance and strategic direction of CouriersPlease’s operations and instilling a customer-led, product-focus approach within the organisation.
Hoy Yen has nearly two decades of general management and commercial experience in the Australian and New Zealand logistics and supply chain sectors, most recently as the Head of Commercial Operations at Sendle, and previously as Managing Director at DHL eCommerce Oceania, and Commercial and Operations Manager at Deutsche Post Global Mail (Australia).
“I am looking forward to heading up the operations at CP at an exciting time for the logistics and eCommerce market in Australia,” said Hoy Yen. “With big players such as Amazon and Alibaba coming to our shores for the first time, CouriersPlease aims to become a leader in parcel deliveries.
“To meet this aim, I will be working towards cementing CouriersPlease’s focus, as an organisation, on customers. We will work hard to ensure that we develop solutions that meet customer needs in the ever-changing eCommerce environment.
“CouriersPlease is already about to launch some exciting customer-centric developments, including re-delivery to a neighbour, and I am keen to work with the team to launch them in the market.”
CouriersPlease CEO Mark McGinley said, “Hoy Yen has an exceptional track record in the industry, in strategy development, improving business processes and implementing new initiatives. She is bringing with her a vast depth of knowledge and experience in logistics and supply-chain management that will help drive the CP business as it expands operations to support the growing online retail market.”

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