A vital element in delivering a great customer experience is your employee experience. If your people feel good about their work, that transfers to all their interactions with customers. So, what exactly is employee experience and why is it important?
Faster time to market, quality customer experiences, engaged employees and disruptive competitive advantages – each of these core business goals can be boosted with agile working.
I spoke with Kelly Brown, Triquestra’s CEO, about the business case for agile and how it helps retailers tackle their most pressing problems to deliver value for their customers and people.
For more on becoming an agile retailer, see our earlier blogs on why retailers should adopt agile and why you need both stability and agility to innovate.
What made you first pursue agile working?
KB: We started agile in 2016 with four business goals: High quality software, fast product delivery, energised and engaged people, and tight client partnerships.
Agile has helped us meet all of these objectives. It has improved the way we innovate to deliver products faster and better, and we adapt more quickly to market demands. Plus our team and clients have been impressed by what we’ve achieved together so quickly.
While many of agile’s benefits are well understood, its impact on both internal and external partner relationships is sometimes less appreciated.
People often talk about building ‘partnerships’ with their customers but aren’t clear on what that actually means. When you think about any relationship, you don't expect it to go well all the time. Things do go wrong and when that happens, the key question you’ll have to ask yourself is: ‘Do we have the same goals and will we collaborate to fix the problem?’
If your customer relationship goes bad every time something goes wrong, then it’s not really a relationship. It’s a transaction.
Agile changes the engagement from transactional to collaborative. It’s a completely different way of working together.
What can retailers do to move from transactional to collaborative partnerships?
KB: For agile to succeed, both parties have to play an active part in building a successful collaboration. This is done by focusing on shared success, continuous learning and iterative processes. Our clients not only achieved this with the Triquestra team, but within their own organisations by bringing their own business and technology teams closer together.
These business stakeholders are now highly involved in every stage of our product development. The work is delivered by self-organising and cross-functional teams selected from across each client’s organisation and the Triquestra team.
And they operate as one team. Everyone jointly sets the goals, agrees what’s in or out of scope, makes decisions as one team and equally shares in project success.
What were some key learnings from your move to agile?
KB: One of our biggest learnings was that although agile is perceived to be totally flexible, it’s not. The process is actually very rigid and disciplined. Once you put agile methodologies in place, your build becomes automated, like a factory.
But scope, priorities and mindset with that methodology – is really flexible. And that’s what generates all the innovation, agility and value.
Mostly it comes down to ‘being’ agile rather than ‘doing’ agile.
And we are constantly working on how to take both our processes and thinking to the next level. Our commitment to continuous learning has seen us recently engage experts at Fr@nk Innovation and Transformation to help us with current best practice and continually evolve our approach.
What else needed to change?
KB: The impact on people is profound and your culture will need to change. While we were fortunate to start with a flat management structure and diverse team, it can be challenging for people to move to small, self-managing teams.
We found that some people find it easy to adapt to agile and some people don’t. It comes down to each individual’s willingness and desire to embrace change.
Agile isn’t for everyone. Some people just don’t like change or prefer to be task driven. We found that the most successful people take the attitude: ‘I'm empowered, I can get this done’ and ask what they need to do to succeed in their role and help others do the same.
Another big learning was how to select and deploy the systems and technologies you need to support agile working. Agile teams need high visibility and regular communication and this can put pressure on traditional time, tracking, financial and management systems.
What are the successes you’ve had with agile?
KB: It’s no coincidence that the winning retail brands we support – such as Z Energy, Cue Clothing and Fonterra’s Farm Source – are the clients using agile with us.
With a deep knowledge of each client’s business needs and very close working relationships, we’re delivering higher quality products with valuable features, faster.
Agile has also transformed our culture. Our people are more engaged, energised and, generally, far happier. Because we’ve adopted agile, our teams are empowered to make the best calls on products and services, they achieve things faster, and their relationships with clients are better.
That has improved our staff retention and talent attraction. In a recent internal survey, almost everyone said that they would recommend working at Triquestra.
Another exciting outcome is that our clients recommend us to others and nominate us for awards. For example, we were thrilled when a panel of industry experts assembled by Inside Retail awarded us runner-up 2019 Supplier of the Year.
What are the benefits retailers can anticipate if they move to agile?
KB: Our clients tell us they enjoy the same benefits we’ve experienced. Their teams are happier and more productive, with better engagement and retention, they have greater connections between their business and IT teams (and the Triquestra team), they spend less time testing and get products to market faster. And their customers are getting innovative new experiences, faster.
One client reduced its regression and UAT testing by 50 percent. That’s a massive saving in time and effort, which has driven down costs and is helping to meet evolving market and business demands.
What are the most common questions you get from retailers considering the move?
KB: All clients want to know if agile is going to cost them more. While upfront costs can increase, our clients’ internal costs dramatically decrease, resulting in overall cost savings. And the improved time to market means that they are unlocking revenue increases or cost savings faster, re-balancing the return on investment equation.
For example, the retailer I just mentioned acknowledged that while agile was going to result in more upfront spending on product development, this would be more than offset by those downstream savings they’ve achieved through reduced testing.
The other common question I get is ‘Am I going to be able to control the outcome?’. It’s an important question because an agile partnership does need a high level of trust. You’re going to move from a top-down hierarchy to a more horizontal, self-managing model. There’s still control – it’s just exercised in a different way, with the focus shifting from the process to the output.
And while agile generates short bursts of tangible outputs and regular outcomes, the end product is not going to be defined and costed upfront like a traditional, waterfall approach.
That's a big shift and one that doesn’t work for all organisations or even all projects. But for those that make the jump, agile will forever change the way they work and deliver fantastic new experiences for their employees and customers.
If you’d like advice on how agile can work within your organisation, get in touch. We’re continually evolving our approach to product development using the agile methodology and we’d love to help you deliver capabilities faster and better to meet your changing market and business demands.
For more on how to give your retail business the flexibility and agility you want, download our ebook.
I recently joined Triquestra as a business analyst after spending four years with a shipping automation software company.
As we’re all seeing, the ability to give shoppers a range of pick-up and delivery options is now a big part of a successful customer experience, and I wanted to share my top tips for a good fulfilment strategy. You need to start at the beginning to keep customers happy through to the very end of their sales transaction.
1: STOCK: Inform your customers about stock levels
How disappointed would you be if you discovered that the pair of shoes you badly needed for your race this weekend couldn’t be delivered for three weeks because the stock was unavailable?
Set your customer expectations by providing accurate stock levels on your website during the browsing process so they can see right away what’s available and what has to be ordered.
2: SHIPPING COSTS: Be sure you’re getting the best rate
Shipping can be complicated, with costs varying according to the destination, the weight and the size of the packages you need to deliver. You want to make sure that you are using the best courier in every situation: Who’s best for international packages, is it the same company for national and bulky packages, what about deliveries in the same city?
To choose the best couriers for yourself and your customers, define simple rules within your retail system to select a carrier according to the weight or destination of the package. Or integrate a shipping platform that can determine the best carrier automatically.
Another solution is to let your customers select the best option by listing all your courier services and their prices during the checkout process. Then your customer can decide between the cheapest service or choose to pay extra for premium or express service. We know some customers value convenience over price.
3: FULFILMENT SPEED: Don’t let an order backlog grow
Ensure you are using the best processes and tools to run your dispatch centre. Packing slips and a barcode scanner are a must, and you also need to test your operation to make sure it matches the volume of orders you need to fulfil.
Consider fulfilling orders from your stores to reduce shipping costs and allow your customers pick up their orders themselves.
4: COMMUNICATION: Keep your customers in the loop
Make sure you inform and update your customers about their deliveries.
Send proactive delivery information by text or email at every stage.
Let customers track their orders through your website, instead of a courier company’s website. Then customers will have constant contact with your brand and can see details of their purchase as well as its delivery journey.
5: RETURNS: Offer returns to win customer trust
Most major online retailers offer free returns. While returns are often seen as an additional expense, they can actually drive revenue, increase profit, improve customer experience and boost your brand’s reputation. Please see our recent article on why returns should be part of your customer experience strategy.
Retail Week in Melbourne was a great experience – going on a tour of new concept stores, meeting with top eCommerce disruptors and attending Inside Retail’s Retailer Awards gala. There are so many smart people and companies doing clever things to be more customer-focused, personal, sustainable and ethical. It was an inspiring trip.
Runner up for Retail Supplier of the Year
Hearing Triquestra’s name called out at the Retailer Awards was thrilling. We were in amazing company and I was very proud that our unified commerce platform and talented people were recognised for helping our clients’ retail businesses excel.
Congratulations to Shane Lenton
Shane is CIO of Cue Clothing Co and he nominated us for Retail Supplier of the Year so a big thank you goes to him. So does a big congratulations because during the week he was named #4 in Internet Retailing’s Top 50 People in E-Commerce 2019. His ‘buy anywhere, fulfil anywhere’ strategy – backed by Infinity – has seen Cue significantly grow its online sales. You can read more about Cue’s work with Infinity in our latest case study.
A focus on provenance and purpose
During my retail tour I saw some impressive stores which are offering interesting customer experiences that combine physical retail with consumer desire for provenance and purpose.
LiTMUS Lab takes advantage of the fact that customers want to try and experience the innovative products they sell before buying. They hold no stock on site, but let shoppers experience the products and store staff knowledge before buying online - either in-store or after leaving the store. All sales are processed as orders that are typically drop shipped directly from the supplier. Their model requires less rental space while reducing inventory cost.
I visited Australia’s first TOMS shoe store, opened by Retail Prodigy Group. TOMS has a powerful business model that addresses need and advances health, education and economic opportunity for children and communities around the world. In the Melbourne store, you see this commitment in action. In addition to helping a person in need with every purchase, you can buy a $2 coffee when you make a purchase and those coffee beans are supplied from another social enterprise. It’s a feel good, tasty, boutique experience with purpose.
First Principles is made-to-measure denim with a difference. They build a pattern for you in their boutique where you can see samples, then you’re in control of choosing fabrics and embellishments online where you can order new jeans whenever you want. They source denim in Japan – from one of the world’s longest-running mills and use factories in Kenya where they know every person who makes their product. It’s a great personalisation story from beginning to end, including a commitment to fix any issues. I hope it proves to be sustainable.
If you’d like to know more about any of the stores I visited or want to discuss these retail trends in relation to your own business, please get in contact.
Click-and-collect is changing the way consumers shop and interact with retailers.
With a click-and-collect strategy, you can provide near instant gratification: customers order and pay for items online, then collect them in store, merging the in-store experience with online convenience.
The benefits for retailers
There is growing competition from big brand and overseas competitors, such as Amazon, who are able to offer free delivery on minimum spends and relatively short delivery times. To maintain your competitive advantage, you want to respond with a mutually beneficial online sales strategy, like click-and-collect. Click-and-collect secures the sale and even increases sales. According to the International Council of Shopping Centres, over 60% of shoppers who use click-and-collect services go on to purchase additional goods when collecting their items. Click-and-collect also minimises returns, as customers are able to try on goods before they finalise their purchase.
For consumers, convenience is key
With click-and-collect, customers are not charged delivery fees and can avoid the delivery-card-in-the-mailbox scenario. Additionally, customers are not risking a trip to the store, only to find the items they want are out of stock. And items can be collected when it’s convenient for the customer – often within hours of placing an order – providing an immediacy that delivery cannot meet. Better still, if the item is not suitable, any issues can be resolved before the customer leaves the store.
Getting your full click-and-collect strategy ready for launch
For click-and-collect to be effective, you want to make sure all your systems are working together to offer customers an easy, reliable and seamless experience.
Inventory available on-the-go
Make sure that your mobile site and app are up-to-date and give consumers access to all your inventory wherever they are. Highlight items available for click-and-collect prior to checkout. Also given that a click-and-collect strategy is a shift towards customer convenience – with less emphasis on price – consider offering free click-and-collect.
Make it quick
Consider a time commitment that you can stick to. For instance, tell customers they can pick up their order on the same day until you can be confident in your processes, and then aim for 30 minutes.
Keep in touch
Send text message alerts to customers to let them know the status of their order and more importantly, when it is ready for collection. You’ll keep the customer up-to-date on their order and get them into the store at the right time. When customers do come to collect their goods, items should be ready. You may also want to consider dedicated pick up points in-store or alternative collection points.
Returns should be hassle free
Customers should have the option to change their mind before leaving the store and be able to return click-and-collect items in-store.
Turn your stores into disciplined distribution centres
Fulfil orders from your stores to get items to customers faster and save on delivery costs. With the right technology in place, you can be sure of great customer experiences as well. For example, you can set up your system to alert head office if an online order goes to a store and that order isn’t acknowledged by the store and ready to be picked up by the customer within a certain timeframe. Head office can then contact the store to prompt staff. These kind of alerts lead to a robust, timely process that keeps customers happy.
Incentivise multiple teams
To help in-store staff see the benefit of online sales, create remuneration strategies that reward store staff who are picking and packing the items for online orders. A unified commerce platform can offer sales attribution reporting in addition to reporting on sales channel effectiveness.
When you give customers what they want, they are less likely to shop elsewhere
In short, to remain competitive you need to give your customers options. Offering click-and-collect is one option and makes you different to those retailers offering online shopping only. Click-and-collect will encourage more customers into your stores, giving you shorter sale times, alternative ways to interact and further opportunities to upsell.
If you’d like help with your click-and-collect strategy and unifying your customers’ experience, contact us.
Building your business case for agile working? According to McKinsey, the best approach is to build a stable foundation of things that don’t change, to free you up for speed in other areas. Here’s how to create that stable core for reliability and efficiency, while introducing more dynamic elements that let you respond nimbly and quickly to new challenges and opportunities.