A blog on issues affecting Australia's newsagents, media and small business generally. More ...

Should you publish photos and videos of people you think have stolen from your retail business?

More and more retailers are sharing images and videos of people they say have stolen from them thanks to free access to social media platforms.

It seems to me that the biggest risk of such action is the possibility that publishing such material could be defamatory. All Australian states and territories passed the Defamation Act 2005, which stipulates under section 439:

(1) A person must not publish matter defamatory of another living person (the “victim”)— (a) knowing the matter to be false; and (b) with intent to cause serious harm to the victim or any other person or being reckless as to whether such harm is caused.

Are retailers able to reasonably determine truth as well as harm that could be caused.

I hear the argument – the video does not lie. However, in a court, with robust defence, theft may not be determined.

While we retailers want swift justice in the event of shoplifting, I am not sure that publishing a video or image on social media is justice.

No, I am not saying don’t publish videos and images on social media. Rather, I am saying take care, make an informed decision. Be sure of your facts. Make sure that the action you choose to take is worth it.

I’d note that in the US, the 7-Eleven approach is to build the cost of shoplifting into their product pricing model.

Here are some more resources on this for you:

  1. Life Hacker.
  2. Adelaide Now.
  3. American Express.
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Newsagency management

Pitching cards for guys

I took some photos of guy cards at one of my shops yesterday and used them to put this video together for newsXpress members to use on social media. It is deliberately simple, short and narrow if focus. By narrow, I mean I deliberately selected cards offering humour – I’ll do a different video on expressing other emotions.

The video is a small part of a broader strategy around male card giving. I want to help newsagents sell more and be seen by more people as the destination for cards, especially male cards.

In our card departments it can be chaljenginnto find a car because of a sea of colour. The video calls out some cards people could / should identify with.

For those wondering why the whole card is not shown, that is a design choice.

newsXpress releases between four and six new videos each week for use on social media. They cover cards, stationery, gifts, jigsaws, games and more. They, along with a library of social media images and other collateral are available for newsXpress member use anywhere.

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Greeting Cards

Reject Shop is competitive on cards

I had an opportunity to see the card range in a Reject Shop earlier this week. As the photo shows, it is considerable. (Click on it for a better look.) yesterday, I checked another of their outlets. It was an equally impressive in range. While the Reject Shop attracts a specific shopper, their range position in this category is instructive as to range newsagents should consider for their businesses.

If you have not been in a Reject Shop recently, go – there is much they are getting right for the shoppers they pursue, as their strong card range shows.

I think caption range is important in maximising the card opportunity as is depth of style within caption range.

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Greeting Cards

New York Times: HOW RUPERT MURDOCH’S EMPIRE OF INFLUENCE REMADE THE WORLD

In the Aussie newsagency community there are many media watchers. For them, I commend this New York Times article: HOW RUPERT MURDOCH’S EMPIRE OF INFLUENCE REMADE THE WORLD as today’s recommended reading.

Be sure to read this too, from Michael West: Rupert Murdoch’s US empire siphons $4.5b from Australian business virtually tax-free.

 

There is also this from The Intercept. on Lachlan Murdoch, philosophy and white nationalism.

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Ethics

What would it take for newsagents to engage with magazines again?

An Australian publisher asked me this question yesterday. In the discussion I said I would pose it here, without identifying them.

They asked because they are concerned at the continuing fall in engagement from newsagents supporting their titles. For context, most titles have cover prices today that they had four and more years ago.

I said margin dollars was the issue – this is made up of a low GP% of 25% and a static cover price, and falling sales, which combine to make the titles less financially rewarding today than four or five years ago but requiring the same labour, space, shrinkage risk and cash flow investment as four or five years ago.

Magazine publishers increasing cover prices in line with CPI at least and offering a respectful GP% of at least 35% would, in my view, encourage greater engagement.

What do you think…

What would it take for newsagents to engage with magazines again?

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magazines

The local charity disconnect

I am tired of people from local charities and community groups only stepping into or calling or emailing the business to ask for product or cash donations.

Local charities and community groups need to learn that support from local businesses is only possible if local shoppers, including members of their group, support local businesses.

While we have a structured and consistent process for handling the many charity requests we receive, it is interesting to note how many competitors from people who never shop with you – it is plenty. It’s another reason for the structured process we have being good.

There was one situation I heard about recently where someone visited a newsagent to ask for a product donation from a specific niche category. When the staff member was getting the owner, another staff member chatted to the person who mentioned in passing that they buy their stock of the particular product online because it is so much cheaper. Checking online later, it was 5% cheaper if bought several times the quantity one would usually purchase at a time.

People from local charities needs to support local retailers if they want support from them. 

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Social responsibility

What does the Big W store closure news mean for newsagents and small business retailers?

The announcement yesterday by Woolworths that it would close 30 of their Big W stores and close two distribution centres over three years understandably played as big news. The closures represent 16% of the Big W rooftops.

Following the conclusion of the BIG W network review, Woolworths Group has identified approximately 30 BIG W stores for closure over the next three years and two distribution centres (DCs) that will close at the end of their leases. The cost of exiting these sites will result in a P&L charge of approximately $270 million mainly related to lease and other store exit costs.

Given the closures in our channel, the planned Big W closures over three years are lower than we have been seeing.

Looking at this news more broadly, I have comments in a number of areas:

POSSIBLE IMPACT FOR NEWSAGENTS.

Newsagents with a business in a centre with a Big W that is closing could be in for some disruption, depending on what the landlord does with the freed space. This would be especially true in centres that were build around the major tenant.

If I was in a centre with Big W as the anchor tenant today I’d be asking questions as well as redoubling efforts for stand-alone traffic generation.

ONLINE.

The Woolworths announcement points to online playing some role in the decision. I think there is truth in this. Department stores, including discount variety stores like Big W, are struggling with online as their shoppers focus primarily on price. Shoppers buying on price are not loyal. Loyalty is driven by service, value-add and exclusivity of product.

Australian department stores and discount variety stores are yet to reasonably face the challenge of online.

CONSUMER CONFIDENCE.

I think the announcement yesterday will impact consumer confidence as it gets people thinking about the impact of losing work and it gets other retailers thinking about their own situation.

BEING UNIQUE.

The Big W announcement is a reminder to every retailer large and small that you need to have a unique proposition. Your pitch needs to be competing, enticing and positively memorable. Achieving this insures your business against competition. however, it is hard work, relentless work. Plus, being unique is easier said than done.

WHAT TO DO TODAY.

In our shops today we should be happy, positive and engaged. We need to provide these experiences to shoppers, playing against expectations and ensuring we are not feeding into any negative thought about the Big W news.

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Newsagency management

News readership growth as print sales continue decline

Fairfax is today reporting terrific growth in readership for The Sydney Morning Herald as reported by NewsMediaWorks, a publisher run organisation that tracks readership combined with print circulation.

The Sydney Morning Herald started 2019 as the most-read title bolstering its lead over News Corp titles after recording more than 8 million digital and print readers for the first time.

The Age also increased its audience from 3.66 million to 4.02 million over the month.

Here is part of the table at the SMH article, listing results.

I am about to start harvesting data for over the counter sales in newsagencies for the last quarter. Early indications are of further significant declines.

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Media disruption

Gentle faith cards a hit with customers

The Day Spring range of cards we have been selling for over a year now have landed a terrific niche of shoppers, which has guided us to expand our range of allied products for them. Displayed outside the card department, we are able to focus on the niche in-store as well as through social media. We have made a series of videos and posts. Some focus on individual cards, others on captions and others, like this one, on overall range.

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Greeting Cards

Here’s a simple basket-building tip

Stock Angel Flames from Jasnor and place some stock at the counter. Yes, people will purchase them on impulse. I have seen this work in city and country, high street and shopping mall, big and small businesses. Make sure everyone working in the business can explain the product in 30 seconds. The right explanation significantly increases purchases.

This advice is part of the newsXpress one percenters – many simple, no-cost, steps you can take to maximise existing traffic, increase word of mouth recommendations and drive new traffic. The one-percenters advice is one piece in a big jigsaw of that newsxpress does yet it is full of low handing fruit opportunities – easy and fast to implement with almost immediate returns.

Is this a pitch for newsXpress – yes, if you wan it to be … no, if you try the idea for yourself, without obligation.

A good marketing group is whole of business in attention covering big picture strategy through to small focus tactical, like this Angel Flames idea that has been part of the newsXpress pitch for more than twelve years.

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marketing

Suggestion: pitch The Monthly at the counter

The issue of The Monthly that goes on sale on Monday is worth pitching at the counter if only to draw attention to their first ever nude cover. Getting people to notice a magazine they do not regularly purchase is a challenge. This issue is noticeable.

If you don’t think the confuter is the right place, place it next to your top selling daily newspapers.

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magazines

Kikki.k store within a store at Sydney airport

At Sydney airport there is a Kikiki.k store now inside the newsagency. This is an interesting move. I’ve not noticed a Kikki.k store within a store before.

I’m not sure if it is expansion or retreat for the business. Certainly, the range and product presentation are true to the Kikki.k brand – different to other parts of the airport business.

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retail

Magazines in the front window

In Wellington a couple of days ago I saw a terrific stationery and lifestyle store that had this display of magazines in one of their windows.

It like the display, the featuring of magazines and related products – serviettes, tissue, boxed cards, cards and more – placed with them. They are using the magazines to set expectations for the rest of the shoot, to attract shoppers.

The display is simple and the titles themed. It is uncluttered, which helps it get noticed by passers-by.

In their other window the have this:

I have shared this today as inspiration for newsagents with a front window.

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magazines

Bitcoin to be sold at Aussie newsagents?

The graphic accompanying the report in Coin Telegraph about the launch of a service where newsagents will be able to sell Bitcoin is, well, it’s hard to say. Check it out for yourself.

As for the news itself, it is big news in crypto currency circles with plant reporting the move.

CryptoNewsZ has more details in their report including this in the transaction process:

Firstly, an order needs to be created. Then one has to Deposit cash at any one of the 1300+ engaged newsagents across Australia. Only minutes later, the ordered bitcoin is received. One does not have to be an Australian citizen for placing an order on the website. But a residential proof with a valid Australian mobile number is necessary for performing the KYC. One also needs to be physically present in Australia for depositing cash at the newsagent stores.

For newsagents who are focussed on the agent side of the business, this new product line could be of interest.

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newsagency of the future

Are weekend newspaper sales next to decline considerably?

For the last five years, it is weekday newspaper over the counter sales that have declined, usually tracking close to or adobe double-digit declines.

I have seen data that indicate in 2019 it is the weekend newspapers that are leading the decline. I’ll know more in a month or so as part of the quarterly benchmark cycle. However, the diverse group of retailers, branded and non branded, indicate the direction.

If this is the case, if weekend newspaper over the counter sales are leading the decline, some publishers will be re-thinking their plans.

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Newspapers

Man fails to get $201m Lottoland payout for lottery he might have won — had he been eligible

This story from the respected ABC is one newsagents who sell lotteries may want to share on their business social media pages.

A foreign citizen who was ineligible to enter an Australian lottery has failed in his bid to get Lottoland to pay a $700 million fine, as well as paying him $201 million on the basis that he would have won that amount — if his bet had been successful.

The Sri Lankan national was living in Perth at the time he placed three bets totalling $50 on April 18 and 19 last year.

Two of the bets were unsuccessful and the third was voided when Lottoland identified the man as being a national of a country on its excluded list.

Read the whole store to be fully familiar.

Here is the link: https://www.abc.net.au/news/2019-03-24/man-fails-to-get-201m-lottoland-payout-lottery-might-have-won/10932720

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Ethics

Helping indie retailers say thank you

My POS software company offers indie retailers a range of collateral for pitching shop local. Some is created exclusively while other collateral uses an existing base and enhances it for purpose.

Friday, I released this video I put together using existing imagery for indie retailers to use to say thank you to local shoppers. The video is unbranded, making wide use easy. Click here to download a copy if you would like to use it.

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marketing

Non shoppable content – how big businesses are engaging on social media

Big brands and retailers are spending up on non-shoppable content. That is, content designed to entertain with only a small acknowledgement of the brand behind the content.

Successful non-shoppable content is entertaining, highly shareable, accessible and, often, inspiring. Dollar Shave Club in July last year released a video, which has now been viewed close to three million times. The video is an excellent example of non-shoppable content. It is fun, inspiring and for our times in that it reflects diversity without judgement.

The financial resources of Dollar Shave Club are considerable, enabling them to fund the professional production of the video. Small business owners could watch the video and say we can’t afford to produce something like that.

The reality is that atone with a smart phone, slime time and creativity could produce effective non-shoppable content. There are plenty of small business retailers I see who do this already. Creativity is key. Massive tech. skills are not critical.

Here is the video.

Please take a moment to think about non-shoppable content you could create that might get people watching connect with your brand.

Too often I see newsagents on Facebook saying look at what we just got in or come shop with us when a more successfully engaged campaign could be hey, we thought you might enjoy this.

People are on social media for entertainment. Often, that is why people shop too. Putting entertainment as the top priority could, indirectly, do more good for your business than a more direct ad on social media.

I love the Dollar Shave Club video. I watched it all the way through, which is rare for videos I often see on social media. The stats for the video speak volumes.

Now, if you have got this far in the post and think it does not relate to you, please pause for a moment … because, I think this topic of non-shoppable content is relevant to every retailer. Everyone in retail has an opportunity to find new customers through a non-linear approach to marketing, by entertaining first, y having fun in the name of your brand.

This is retail today, in tis world of myriad social media platforms. It’s exciting and filled with opportunity.

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marketing

Buy now, pay later helps drive sales

Using buy now pay later platforms such as Oxipay, Zip Pay and Afterpay businesses can expect increase sales.

Talk to any fashion retailer and they will tell you how important these finch offers are to sales.

Talk to owners of big toy shops or other businesses for which LayBy was an important factor in sales and they will tell you these new finance models have helped cut costs and provide greater business certainty.

In my own experience, the buy now pay later offer is tremendously valuable online, accounting for between 15% and 20% of purchases depending on the product category and time of the year.

In-store, the buy now pay later offer is key in driving purchases of more expel dive items, items priced at $200 and more.

Add to this the opportunity of the retailer not having to image LayBy product and account for the financial risk associated with LayBy and you can see why many retailers have shut down LayBy in favour of these new lines of funding.

I mention this today as it offers newsagents who are actively evolving their businesses options for more easily selling higher priced items. I think this is critical if you are pursuing higher margin dollars from sales.

By integrating the buy now pay later platforms in your POS software you can make taking them as a method of payment easier.

Just as your product range needs to change, so do backend business practices, to have the business leaning into new opportunities that come with new ways of doing business.

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Newsagency management

Serving newsagents

I was fortunate to see ALNA representatives, including their CEO, field questions from newsagents about lottery changes announced by Tabcorp this week, at the ALNA hosted newsagent meeting in Cairns.

All questions were welcomed and considered. Where there were known answers they were shared. Where answers were not known, that was stated.

It was a transparent Q&A session that also provides an insight into the process and reasoning for some timing.

One of the most important takeaways for me was the clarity about the introduction of an appeals process for retailers unhappy with in-store reviews. The appeal process will be a new thing, an opportunity retailers have not had. Given the importance of in-store reviews in the new remuneration model, having an appeals process is key.

I guess the key point I would make here is that ALNA is helloing newsagents understand the changes and providing support on getting answers to outstanding questions.

This face to face retailer to retailer engagement is association service in action. I am glad I got to see it.

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Lotteries
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