Online Store of the Year : Lovehoney
Omnichannel Retailer of the Year : Cue
RETAILER AWARDS
Online Store of the Year : Lovehoney
Sponsored by Dropshipzone
Omnichannel Retailer of the Year : Cue
Sponsored by monday . com
C ue has always been quick to embrace the possibilities of omnichannel retail . The business was one of the first to offer click-and-collect , endless aisle and ship-from-store , thanks to its investment in backend technology .
During Covid-19 , the retailer further expanded its sales channels to include video shopping . Last year , it added online marketplaces , with the brand now available on Myer Online , David Jones Online , Westfield Direct , The Iconic , and Ballantynes Online .
It also became the first brand to launch a multichannel wish list service , enabling customers to create and update their list whether they ’ re shopping online or in-store .
One of Cue ’ s most exciting new omnichannel offerings is its industry-leading one-hour delivery service , which launched last year in partnership with Uber and Shippit .
“ Omnichannel retailing provides customers with convenience , flexibility and access to a wider range of products and services through their preferred channels ,” Lauren Cantwell , Cue ’ s senior e-commerce manager , said . “ This helps increase customer engagement and loyalty , and it also helps us reach a wider audience .”
W hen providing an exceptional online shopping experience , some things are non-negotiable . Yet , Lovehoney has demonstrated that it is they are willing to go above and beyond .
The adult retailer impressed with its robust e-commerce platform and strong focus on the customer . This can be seen in its one-year warranty , 100-day free returns policy and 24 / 7 customer service offering . Lovehoney also provides free express shipping on orders over $ 59 and 5pm cut-off for next-day delivery .
Lovehoney is all about educating and empowering customers to use its products , through how-to guides , videos and podcasts . No wonder the retailer has received an “ excellent ” TrustPilot score of 4.7 out of 5 , and over 250,000 global product reviews . Last year , it became the first sex-toy retailer in the world to enter the metaverse .
On the website , Lovehoney has introduced customised filters and badges to make it easy for customers to find what they ’ re looking for , as well as intelligent add-to-cart buttons and a save-for-later feature that allows customers to add items to their wish list without signing in .
“ This award is truly a testament to the team ’ s unwavering commitment to providing our customers with the best possible online shopping experience , backed by exceptional customer service and highquality products ,” Lovehoney Australia ’ s head of commercial , Charlie Ganzen , said .
“ We look forward to continuing to innovate and push boundaries to ensure that Lovehoney Australia remains the go-to destination for all things pleasure .”
What the judges said : “ Great innovation entering the metaverse . The site gives users all the information they need to make an informed purchase , [ with ] an easy-to-use recommendation and discovery platform .” — David Martin ►
What the judges said : “ Connecting wish lists across channels is a valuable addition , as is its partnership with Uber to allow on-demand deliveries .” — Jason Pallant , co-director of CXI Research Group at Swinburne University of Technology , and director of knowledge enablement at The Luminary
44 | www . insideretail . com . au May 2023