About The Retailer Awards

The 2019 Retailer Awards profiles outstanding retailers across Australia and New Zealand.

Last year’s awards received its highest number of entries in its three years – a direct reflection on the continued innovation and commitment of the retail industry to delight customers. Finalists will be announced on 10 December 2018, and the winners will be unveiled at the Gala Dinner on 28 February 2019 in Melbourne. The event attracts more than 600 professionals from the region’s top retailers and key partners and is part of Retail Week.

View Last Year

The Magnificient Gala Dinner

28th February 2019
Peninsula, Central Pier, Melbourne

Awards Night Single Ticket  $250
1 Table for 10 $2,200 ($220 per person)

Awards Night Single Ticket  $280
1 Table for 10 $2,500 ($250 per person)

WHY ENTER?

  • Participating in the Retailer Awards is a chance for you to boost your business and personal career. It is an opportunity for you to connect to other businesses and highlight your business in the retail community.

  • The Retailer Awards holds various marketing
    opportunities for your company via our publication Inside Retail, where your brand will be given exposure across different platforms.

  • The Gala is a rare occasion for the industry as a whole to toast success and celebrate excellence across the board. This is your chance to thank your team and keep the great work going.

PREVIOUS WINNERS

AWARD CATEGORIES

CX OF THE YEAR

MEDIUM/LARGE BUSINESS >500

Showcasing the very best customer
experiences in store or online.

Criteria
- Please describe one CX initiative your organisation has implemented over the last 12 months.
- Detail the vision and strategy behind your initiative (including the key motivations).
- What has been the impact of your CX initiative? Please include how you measure impact?
- How has your CX initiative affected your unique customer proposition?
- What team training has been implemented to ensure your CX initiative is delivered effectively?

Presented By

CX OF THE YEAR

SMALL BUSINESS <500

Showcasing the very best customer
experiences in store or online.

Criteria
- Please describe one CX initiative your organisation has implemented over the last 12 months.
- Detail the vision and strategy behind your initiative (including the key motivations).
- What has been the impact of your CX initiative? Please include how you measure the impact?
- How has your CX initiative affected your unique customer proposition?
- What team training has been implemented to ensure your CX initiative is delivered effectively?

Presented By

IN-STORE CUSTOMER
SERVICE INITIATIVE

OF THE YEAR

Whose best serving
their customers?

Criteria
- Describe a key instore service initiative that you have implemented in the past 12 months to create a unique experience and point of difference.
- Explain why you implemented this service option for customers.
- What training was involved in creating this new service option?
- What impact has this service had on the business, both from a customer satisfaction and profitability standpoint?

Presented By

ONLINE CUSTOMER
SERVICE INITIATIVE

OF THE YEAR

Whose best serving
their customers?

Criteria
- Describe a key digital service initiative that you have implemented in the past 12 months to create a unique online experience and point of difference.
- Why did you create this service option? Explain why you implemented this service option for customers.
- What training was involved in creating this new service option?
- What impact has this service had on the business, both from a customer satisfaction and profitability perspective.

OMNI-CHANNEL
RETAILER

OF THE YEAR

Retailers successfully merging operations across online and offline worlds.

Criteria
- Describe the different channels you sell on and the role each plays in elevating the experience?
- How have you evolved as an omni-channel retailer in the last 12 months?
- How do your online and offline operations seamlessly connect?
- How is your omni-channel approach different from your competitors?

Presented By

BEST LOYALTY
PROGRAM/CAMPAIGN

OF THE YEAR

Who has the best customer
loyalty program and why?

Criteria
- Describe a campaign your business has implemented in the last 12 months to drive customer loyalty.
- What impact did this have on both repeat business and customer satisfaction? How did you measure this?
- How is this approach different from your competitors?
- How have you responded to customer feedback in relation to your loyalty initiative?

BEST STORE
DESIGN/CONCEPT

OF THE YEAR

From popups to flagships, here is
the best in retail store design.

Criteria
- Describe a store design/concept you have launched in the last 12 months.
- What are the key and unique features of your store design?
- What research did you undertake prior to implementing this store design?
- What impact has your store design/concept had for the business? Describe how you assessed this.
- Did the store design require partnerships? If so, who and why?

Presented By

ONLINE
STORE

OF THE YEAR

Who is providing the best digital
shopping experience for customers?

Criteria
- What are the key and unique features of your online store?
- How have you improved the online CX over the last 12 months?
- What influenced these changes and how did you measure success?
- Explain how these improvements increased revenue for the business.
- Describe how your support services contribute to a positive online CX?

BEST CUSTOMER
SERVICE TEAM

OF THE YEAR

Teams that deliver superior
experiences for customers.

Criteria
- Describe your customer service philosophy.
- Illustrate how you empower and motivate your team to deliver excellent customer service.
- How do you evaluate the effectiveness of your customer service?
- Name one of your biggest obstacles to good customer service and how you overcame the problem. How did this impact the team?

Presented By

BEST
POP UP

OF THE YEAR

Who has the most inspiring
POP UP store and why?

Criteria
- What are the key and unique features of your pop up store?
- How do you measure the success of your pop up?
- Explain how pop up store increased revenue for the business.

RETAIL
SUPPLIER

RETAILER MUST NOMINATE

The service providers
you can’t live without.

Criteria
- Why have you nominated this supplier?
- What are the synergies between the two businesses?
- What positive outcomes have been derived from this relationship?
- How does your nominated supplier help elevate your customer service and experience?

There are 11 categories to enter and one token allows entry to one category.
Price for One Award Token $250

TIMELINE OF KEY DATES

10.09.2018

NOMINATIONS OPEN

26.11.2018

NOMINATIONS CLOSE

27.11.2018

JUDGING PERIOD

10.12.2018

FINALISTS ANNOUNCED

28.02.2019

RETAILER AWARDS 2019

JUDGES

HEATHER MCILVAINE

Acting Editor, Inside Retail

HEATHER MCILVAINE

Acting Editor, Inside Retail

Heather is the acting editor of Inside Retail. She has been covering the retail industry for the past two years, with a particular focus on the rise of e-commerce. Despite this, she is an avowed instore shopper. Previously, she reported on politics and culture as a freelance writer for various outlets, including the Los Angeles Times and Washington Post.

WAI TANG

Non-Executive Director, Vicinity Centres Ltd , JB HiFi Limited, PMP Limited

WAI TANG

Non-Executive Director, Vicinity Centres Ltd , JB HiFi Limited, PMP Limited

Wai has extensive retail industry experience gained through senior executive and board roles. Her former executive roles included Operations Director for The Just Group and CEO of Peter Alexander. Prior to joining The Just Group, Wai was General Manager of Business Development for Pacific Brands.

Wai is a Board member of Vicinity Centers Limited, JB Hi-Fi and kikki.K Pty Ltd. She also represents the Victorian Government as a Board member for Visit Victoria and Melbourne International Arts Festival. Additional to her Board roles, she also provides strategic advice to major Australian retailers.

MATT NEWELL

Executive Strategy Director, The General Store

MATT NEWELL

Executive Strategy Director, The General Store

Matt Newell is a global speaker and innovation strategist who works with business leaders around the world to turn information into insights, and help businesses develop high impact customer experiences.

In 2012, he founded the retail strategy and innovation company, The General Store, which has been recognised globally including winning the coveted ‘Store Design of the Year’ award at the World Retail Awards in Paris (beating Karl Lagerfeld and Puma’s flagship in Osaka).

He also sits on the advisory board for the Masters of Marketing program at Swinburne University.

Matt’s has worked with some of the leading retailers in Australia like Woolworths Ltd, BMW, Rebel Sport, Shoes of Prey, Temple & Webster, Glue Store, BCF (Boating Camping Fishing), Hamilton Island, Retail Food Group and Supercheap Auto.

His regular world study tours deliver a global perspective covering international trends, cultural insights and cutting edge innovation. And his engaging and energetic style delivers highly motivating sessions for retail and sales focussed businesses.

GARY MORTIMER

Associate Professor, Queensland University of Technology

GARY MORTIMER

Associate Professor, Queensland University of Technology

Dr Gary Mortimer is an active researcher in the areas of food retailing, retail operations and shopping behaviour, particularly consumer behaviour in food retailing and shopping. He has published and presented papers in this area.

Prior to joining QUT, Gary spent over 20 years working with some of Australia’s largest general merchandise and food retailers. He was appointed to the Advisory Board of the Institute of Food Products Marketing, Philadelphia (US) in 2012 and sits on the council of the Australian Marketing Institute. Considered a retail expert, he is a regular commentator across newspapers, current affairs, television and radio.

Gary Mortimer about Customer Experience

JUDGING CRITERIA

Specific to each award, however, there are some core things our judges are looking for.

Who can enter?

Anyone can nominate, but a retailer
must accept the award.
Retail Supplier category – retailer
must nominate supplier.
Supplier to receive the award.

In terms of responses:

– 250 words per question (all questions
must be responded to in writing).
– Video/images can be included as support
material for your responses.
– As part of your submission,
please provide a hi-res logo (jpeg, eps).

For reference

Customer experience – the total journey of
a customer’s interactions with a brand.

Customer service – the advice or assistance
a company gives its customers.

What makes a good customer experience?
Watch these videos to find out.

GOLD SPONSORS

Frontline Retail
Jivaro-Hor-White
Naming Rights Sponsor

SPONSOR

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CONTACT US FOR ANY REASON

VIVIEN BLACHER

Customer Support Legend
[email protected]
02 8224 8359