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Where is my package?

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Have you ever received an online order in multiple packages and delivered days or even weeks apart? Raghav Sibal, Managing Director of Australia and New Zealand at Manhattan Associates tells us the root cause and why it’s a havoc for retail supply chains.

Retail supply chains are under greater pressure than ever before due to the ongoing impacts of COVID-19. As both retailers and consumers grapple with these issues, new research has highlighted that Australian retail delivery methods are the main reason for delays and of course, customer dissatisfaction. 

Where are the pressure points?

In today’s world, consumers expect their products at lightning speed. To keep up with consumer demand, retailers are trying to get the goods out to customers as quickly as possible. 

But unfortunately, in doing so, retailers haven’t made the investments in their technology and supply chains to master this process efficiently and effectively. 

Raghav Sibal, Managing Director of Australia and New Zealand at Manhattan Associates joined Ticker and told viewers that a major source of customer dissatisfaction and delays in receiving goods is due to multiple shipments for single orders. 

“So if a customer ordered five items in one single shop, it may be coming in two or three different packages to them,” he says.

In fact, new research by Manhattan Associates found 76% of Australian shoppers indicate that they have experienced unusual delays in receiving goods they ordered online in the last three months. Raghav says this is causing friction with the customer, many of whom would prefer options to receive their goods in one delivery.

Is split shipments really a problem if it means getting your goods faster?

Well, considering retailers are under the pump trying to meet customer demands, it is understandable that brands want to get their goods to customers as fast as possible.

Stepping into the consumers shoes – receiving multiple parcels under one online order is actually considered more annoying. Raghav says this method is causing immense frustration.

“Surprisingly, over 66% of customers in Australia have received multiple shipments for a single order. They feel like maybe the order that they placed didn’t go through correctly to the retailer. So they frantically start calling the retailer,” he says.

Customers may be waiting weeks between parcels that are under one order. Raghav says this impacts the hip pocket for retailers, who have to fork out the cash for extra resources across their operations.

“It’s not just about customer dissatisfaction or the impact that it’s having on the retailer’s brand, but also real financial impact. There’s more handling going on in the warehouses, more shipping costs, more packaging, and there’s a whole bunch of waste when retailers are already under pressure,” he says.

“From a financial standpoint, this all adds up and it’s having a significant impact.”

Image: File

So how does the process of multiple shipments affect retailers?

According to Manhattan’s research, over 70% of customers say that if they can’t find a retailer who’s reliable in the delivery methods, or in communicating about a shipment arrival time, they’re not going to be very keen to continue to do business with them. 

“This is greatly impacting brand loyalty and also keeping customers really engaged with that retail,” Raghav told tickerNEWS.

“Are retailers making the right investments in the technology that they’re using or not?”

In a disrupted operating environment, retailers must improve their communication with customers.

Sibal draws on an interesting finding from Manhattan’s survey that suggests only about 50% of customers are getting notified about the delay of a shipment or the fact that it’s come in multiple packages. 

Raghav says “that’s not good enough”. Adding, “we’re finding that about 65% or higher, feel like they would rather wait for the goods to arrive as long as they come together.”

What’s the solution to better manage these issues?

Raghav says it all comes down to how the overall ecommerce fulfilment is working for a retailer.

He says the first thing the retailer should do is look at how they are contemplating or considering the stock levels across the network.

“We talk about the network of an omni channel retailer, it could be the DCs, it could be their stores, it could be ports that are still in transit on transport,” Sibal says.

He adds that once retailers have the visibility and understanding of where the stock is, retailers need to be routing the orders and allocating goods in product from the appropriate fulfilment point – whether it’s a DC or a store.

Raghav emphasises that operational visibility and forward planning remain fundamental to ensuring a retail brand has stock available for purchase. 

“It’s okay to fulfil an order from one location, which may take a bit longer to fulfil, but you’re sending the package to the customer all at once and in one package,

“So it comes down to visibility across the network, making sure the orders are being sent to the right location for fulfilment. And that all comes through the right investment in an order management system.”

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How much money do you need to be happy? Here’s what the research says

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Brad Elphinstone, Swinburne University of Technology

Over the next decade, Elon Musk could become the world’s first trillionaire. The Tesla board recently proposed a US$1 trillion (A$1.5 trillion) compensation plan, if Musk can meet a series of ambitious growth targets.

Australia’s corporate pay packets aren’t quite on that scale. Yet even here, on Friday it was reported departing Virgin chief executive Jayne Hrdlicka will collect nearly $50 million in shares and other cash benefits on her way out the door.

Research from the United States suggests people think the average CEO earns ten times more than the average worker – and would prefer it was closer to only five times more.

In fact, the real gap in the US over the past decade has been estimated to mean CEOs earn a staggering 265 to 300 times more than average US workers.

Australians think CEOs earn seven times more than the average worker and would prefer if it was only three times more.

But the real gap here is also much higher. A long-running study found CEOs of the top 100 Australian companies earned 55 times more last financial year than average workers.

So, how much money is enough?

People have asked this question for thousands of years. The ancient Greek philosopher Aristotle explained the idea of eudaimonia, or a roadmap of “living well”, saying it:

belongs more to those who have cultivated their character and mind to the uttermost, and kept acquisition of external goods within moderate limits, than it does to those who have managed to acquire more external goods than they can possibly use, and are lacking goods of the soul.

Aristotle’s philosophy doesn’t call on us to shun money or wealth entirely, but argues it shouldn’t become life’s sole focus.

Research over recent decades has come to different conclusions on how much money is needed to achieve peak wellbeing.

A US study in 2010 suggested wellbeing maxes out around US$75,000. This figure naturally needs to be increased today to account for inflation – which, if those research findings are still true today, would be closer to US$111,000 in today’s dollars. You’d also need to take into account the cost of living in your area.

Other findings suggest wellbeing may continually increase with growing wealth, but the increase in wellbeing from $1 million to $10 million is likely less than when someone moves from poverty to middle class.

A 2022 experiment studied 200 people from Brazil, Indonesia, Kenya, Australia, Canada, the United States and the United Kingdom who were randomly given US$10,000 (A$15,000 at today’s exchange rate).

It found people in lower income countries “exhibited happiness gains three times larger than those in higher-income countries”, including Australia. But that cash still provided detectable benefits for people with household incomes up to US$123,000 (roughly A$184,000 today).

Remarkably, the people in that experiment (explained from 4:42 minutes into the video below) gave away more than two-thirds of that money to family, friends, strangers and charities.

Valuing time and relationships

Decades of international research have consistently shown materialistic goals – acquiring wealth and possessions for reasons associated with image and status – undermine wellbeing.

This is because materialistic striving is often borne out of low self-esteem or tending to compare oneself negatively to others, and there is always someone else to compare yourself against.

People can get stuck on the “hedonic treadmill”, where they get used to their new level of wealth and the luxuries it provides and then need more to feel happy.

It’s also because the work needed to acquire that wealth can mean less time focusing on hobbies and with loved ones.

Harvard research tracking two generations of men and their children over their lives, going back to 1938, shows deep, meaningful relationships with others are key to mental and physical wellbeing.

American psychologist Abraham Maslow developed a “hierarchy” of people’s “needs” in 1943. This suggested “self-actualisation” – reaching your pinnacle of personal growth – starts by having enough money to cover the basics of food, shelter, and access to the opportunities needed to grow as a person.

In line with this, research has shown “time affluence” (maximising free time by paying people to do things you don’t want to) and “experiential buying” (for example, meals out with loved ones, going on holidays) can support wellbeing by helping people develop new skills, build relationships, and create lifelong memories.

It’s in most of our interests to close the wealth gap

Recent data shows economic inequality in Australia is increasing. This is particularly affecting young Australians, as housing becomes less affordable.

At a broader social level, research from the UK indicates that as inequality increases, social outcomes get worse. These include increased crime, drug and alcohol abuse, obesity as people struggle to afford nutritious food, and reductions in social trust.

What percentage of wealth do you think is owned by the richest 20% of Australians? And in your ideal Australia, how much wealth should the richest 20% own?

The most recent Bureau of Statistics data we have, from 2019-20, showed the richest 20% of Australians owned around 62% of our wealth.

As inequality gets worse, evidence suggests it will lead to social problems that threaten to undermine the wellbeing of the whole community.

The irony is those who pursue extreme wealth and benefit most from this inequality will not necessarily be happier or more fulfilled because of it.The Conversation

Brad Elphinstone, Lecturer in psychology, Swinburne University of Technology

This article is republished from The Conversation under a Creative Commons license. Read the original article.

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France receives lowest credit rating due to crisis

France’s credit rating downgraded to record low amid political and fiscal crisis, raising concerns over debt and stability

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France’s credit rating downgraded to record low amid political and fiscal crisis, raising concerns over debt and stability

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In Short:
– Fitch Ratings downgraded France’s credit rating to A+, citing political instability and fiscal challenges.
– New Prime Minister Lecornu must secure budget approval amidst rising deficit and potential no-confidence vote.
Fitch Ratings has downgraded France’s credit rating from AA- to A+, the lowest ever recorded, amid ongoing political and fiscal challenges.
The decision comes shortly after Prime Minister François Bayrou was removed in a vote of no confidence regarding his €44 billion austerity plan.

President Emmanuel Macron has appointed Sébastien Lecornu as the new prime minister, marking the fifth leadership change in under two years.Banner

Fitch highlighted political instability as a key factor undermining fiscal reforms, with France’s debt now at €3.3 trillion, or 113.9% of GDP.

The budget deficit increased to 5.8% of GDP and is expected to rise, posing challenges ahead.

Political Instability

The new prime minister faces a divided parliament and must secure budget approval by October 7.

The far-left plans a no-confidence vote against Lecornu, complicating further cooperation on legislative reforms, with S&P Global hinting at a potential downgrade.


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Trump moves to fast-track removal of Fed governor Lisa Cook

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The White House is set to fast-track a ruling on firing Federal Reserve Governor Lisa Cook, just days before the crucial FOMC meeting.

The move comes as markets reel from surging inflation, weak jobless data, and global currency shifts, raising questions about the Fed’s independence and the stability of policy decisions.

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