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Why delays in online shopping orders are turning your customers away for good

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New data from Körber’s 2023 ‘State of Shipping and Returns’ report has revealed that 90 per cent of consumers are less likely to buy from a brand again after a poor online shopping experience.

The research also showed 70 per cent of consumers are having experienced a delayed online order in the last six months.

To address how to tackle supply chain complexity to help remedy these issues and meet consumer expectations – and drive future business success – more than 200 industry leaders from Australia, New Zealand, India, China and the United States met at Körber’s annual flagship conference Elevate APAC 2023 in Melbourne last week (2-3 May).  

Anthony Beavis, Managing Director, ANZ. Image: Körber

The ‘State of Shipping and Returns’ survey announced at Elevate APAC 2023 gathered insights from 2,200 consumer across eight global regions (Australia, UK, Germany, France, US, Canada, Mexico and Brazil) on their post-purchase experience between the moment they click the ‘buy’ button and when the product reaches their doorstep.

Additional findings showed that over a third (35%) of respondents who experienced delays were not provided with a reason.

With speed and convenience driving online purchase decisions, the impact of these delays on customer satisfaction and subsequent brand loyalty is significant.

 How can businesses best adapt to the post-pandemic supply chain world?

Körber leadership team, customers and other industry thought leaders, including McKinsey and Company, Accenture, Super Retail Group and Zebra gathered under the event theme of ‘Find Your Rhythm’ to tackle this very question.

Körber’s annual flagship conference Elevate APAC 2023 in Melbourne. Image: Körber

Darren O’Connor, Körber’s Director of Solution Delivery says it all starts with the consumer and ensuring satisfaction across the online shopping experience is critical.

“Ensuring satisfaction across the online shopping experience is critical. The findings from our latest State of Shipping and Returns survey highlight these online consumer expectations and how necessary it is for organisations to build resilient and efficient supply chains – powered by technology and digitisation – to help meet these standards, allowing them to retain customers and scale their businesses.”

Darren O’Connor, Körber’s Director of Solution Delivery

A key insight discussed at the conference was new thinking and tools focused on gamification as a way to transform a disengaged warehouse operation workforce to an engaged workflow, positively impacting businesses.

Innovations include the launch of Körber’s ‘Robotics-as-a-Service (Raas) for e-fulfilment offering for APAC customers, providing simple access to a global network of robotics service partners for every business size and industry as well as Körber’s new warehouse Unified Control System (UCS). The UCS will orchestrate AMR, people-driven workflows and classic automation systems to boost throughput and productivity, and its Order Management System (OMS), enabling order visibility across channels and actionable data.

Körber’s annual flagship conference Elevate APAC 2023 in Melbourne. Image: Körber

Actionable steps

A vital keynote from John Laing, Senior Expert from McKinsey and Company on the role of Industry 4.0, and how actionable steps – including how prepositioning inventory close to the consumer to reduce delivery times, end-to-end supply chain transparency and advanced analytics to improve forecast accuracy through the supply chain – can help safeguard against economic challenges and future-proof supply chains.

Anthony Beavis, Managing Director, ANZ from Körber says the company were delighted to be able to come together in-person with customers and other industry leaders to learn from each other and “shine a light on some of the new solutions we can offer our customers”.

“As the first in-person flagship conference for Körber down under, the conference demonstrated how the APAC region will be a major focus for our future, and the investment we are making here to support that.”

Money

New Zealand experiences unexpected economic growth surge

New Zealand economy sees 1.1% growth in third quarter, surpassing forecasts and signalling broad recovery after earlier contraction

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New Zealand economy sees 1.1% growth in third quarter, surpassing forecasts and signalling broad recovery after earlier contraction

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In Short:
– New Zealand’s economy grew by 1.1% in Q3, exceeding expectations after a mid-year contraction.
– Fourteen industries reported gains, with business services and manufacturing leading the growth at 2.2%.

New Zealand’s economy bounced back in the third quarter, growing by 1.1% and exceeding forecasts of 0.9%. This follows a revised 1.0% contraction in Q2, signaling a clear turnaround. According to Statistics New Zealand, 14 out of 16 industries reported growth, with business services and manufacturing leading the charge. Construction also picked up, rising by 1.7%, while exports were boosted by strong dairy and meat sales.

Retail spending showed robust gains, especially in categories sensitive to interest rates, including a 9.8% increase in electrical goods and a 7.2% jump in motor vehicle parts. Despite the positive quarter-on-quarter growth, the economy was still 0.5% lower than the same period last year, with telecommunications and education the only sectors experiencing declines.

Cautiously optimistic, Reserve Bank Governor Anna Breman noted that monetary policy will continue to depend on incoming data, as financial conditions have tightened beyond earlier projections. While positive GDP numbers support current low rates, the services sector—comprising two-thirds of GDP—has contracted for 21 consecutive months, suggesting the recovery may remain uneven.


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US economy grows 4.3% in Q3, exceeding forecasts

US economy grows 4.3% in Q3 2025, surpassing forecasts despite inflation and shutdown challenges

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US economy grows 4.3% in Q3 2025, surpassing forecasts despite inflation and shutdown challenges

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In Short:
– The US economy grew by 4.3 percent in Q3 2025, exceeding forecasts and showing consumer resilience.
– Consumer spending rose by 3.5 percent, with increases in healthcare and recreational goods driving growth.

The US economy grew at a robust annual rate of 4.3% in Q3 2025, exceeding forecasts and marking its strongest quarterly expansion in two years. This growth comes despite lingering inflation concerns and political instability, showing that American consumers are continuing to spend and drive economic momentum.

Consumer spending, which accounts for roughly 70% of the economy, jumped 3.5% in the quarter, up from 2.5% previously. Much of this increase was fueled by healthcare expenditures, including hospital and outpatient services, along with purchases of recreational goods and vehicles. Exports surged 8.8%, while imports fell 4.7%, giving net economic activity a boost, and government spending bounced back 2.2% after a slight decline in Q2.

Remains optimistic

Despite the strong growth, inflation remains in focus. The personal consumption expenditures (PCE) price index rose 2.8%, up from 2.1%, with core PCE also climbing. Economists are closely watching the job market and tariff-related pressures. Meanwhile, the recent federal “Schumer shutdown” is expected to slow Q4 growth, potentially trimming GDP by 1 to 2 percentage points. Treasury Secretary Scott Bessent, however, remains optimistic that 2025 will still reach a 3% growth rate.

The Q3 numbers are also influencing expectations for the Federal Reserve. Analysts now see an 85% probability that interest rates will remain stable at the January 2026 meeting. Steady rates could provide a measure of certainty for investors, businesses, and consumers alike as they make decisions heading into 2026. Overall, the data paints a picture of a resilient US economy navigating both challenges and opportunities.


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Laurene Powell Jobs exits Monumental Sports ownership completely

Laurene Powell Jobs sells her stake in Monumental Sports & Entertainment to Arctos Partners and QIA for $7.2 billion

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Laurene Powell Jobs sells her stake in Monumental Sports & Entertainment to Arctos Partners and QIA for $7.2 billion

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In Short:
– Laurene Powell Jobs sold her stake in Monumental Sports & Entertainment to Arctos Partners and Qatar Investment Authority.
– The deal values the enterprise at £7.2 billion, ending her eight-year involvement.

Billionaire Laurene Powell Jobs has officially exited Monumental Sports & Entertainment, selling her entire stake to private equity firm Arctos Partners and the Qatar Investment Authority. The transaction values the company at $7.2 billion, ending Powell Jobs’s eight-year involvement that began in 2017.

Monumental Sports owns the NBA’s Washington Wizards, NHL’s Washington Capitals, WNBA’s Washington Mystics, Capital One Arena, and Monumental Sports Network. Arctos Partners joins as a new minority investor, while QIA increases its ownership, further solidifying its presence in U.S. sports. Ted Leonsis, founder and CEO, emphasized plans to expand the Washington, D.C. sports ecosystem and enhance fan experiences.

This deal highlights the growing influence of private equity and sovereign wealth funds in sports. Arctos Partners now holds stakes in over 25 teams, including several NBA franchises, while QIA becomes the first sovereign wealth fund to invest directly in a major U.S. sports team, leveraging NBA regulation changes.


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