Bold Moves

Building competitive advantage in user experience, support and personalisation. Klarna and Inside Retail ran a recent survey to uncover exactly what consumers want when it comes to online shopping from user experience, personalisation and support. Over half of Australians (58%) shop online at least once a week, and 74% prefer to do half of their shopping online. This is great for online retailers, but what do your customers expect when choosing a brand, and how do they want to spend their money?

The vast majority of retailers are deeply committed to doing more than just making a profit – they want to effect positive change in the world. While many of these retailers may not have a formal sustainability policy, and some do not have the financial resources to allocate vast amounts of money, their activities are still meaningful and worthwhile. Together with Klarna, we ran a recent consumer survey to uncover actionable shopper insights for our retailers. The brands featured in this report all exemplify those qualities, along with the commercial success that can come from embracing sustainability.

Australian shoppers are demanding; keeping their business means competing on multiple fronts. More than half of shoppers have recently refocused on shopping locally and today’s consumers have high expectations of brands and their behaviour. Building on the two previous landmark reports, a new survey of Klarna app users in Australia, and other sources, this report explores what it means to be a local, meaningful, and different retailer.

This report delves into what we believe will be the three most effective and innovative ways to build genuine loyalty and enduring customer relationships; emotional connections, personalised service and the right engagement tools.