Australian retailers are doubling down on customer loyalty perks and online shopping tools such as flexible payments to keep shoppers spending as the cost-of-living crunch tightens its grip.

A new survey commissioned by CouriersPlease – Australia’s fastest-growing franchised courier and parcel delivery service, and a proud courier partner to over half of Australia’s major retail brands – shows almost half of the nation’s retailers (47%) are now leveraging loyalty programs to secure repeat purchases. Meanwhile four out of 10 (43%) are embracing Buy Now Pay Later (BNPL) to attract business from financially stretched shoppers.  

The survey, which polled 203 retailers across Australia, comes as economic pressures drive Australians to rethink their spending habits. According to CommBank’s Cost of Living Insights Report, 86 per cent of households are now actively monitoring their finances, with more than half cutting back on non-essential purchases.¹

The CouriersPlease survey results show retailers are favouring largely online strategies that provide value and flexibility, with large businesses (more than 200 employees) particularly embracing loyalty programs, at 65 per cent – more than double the rate of micro businesses (28%). Meanwhile, almost half (49%) of medium-sized businesses (51-200 employees) are doubling down on BNPL.

Richard Thame, CEO at CouriersPlease – winner of the 2024 Retail Innovators Awards (Franchise Excellence) – says the results reflect the resilience of Australian retailers as they adapt to meet consumer needs.

“Loyalty programs and BNPL are not just nice-to-haves, they are essential for engaging value-driven shoppers in today’s economic climate. Retailers are pivoting quickly to deliver the flexibility and convenience consumers demand while positioning themselves for long-term growth,” he says.

“As predicted interest rate cuts start to ease some financial pressure this year, the impact will likely be gradual, so it is likely we’ll see retailers leaning on tools such as these to engage value-conscious shoppers.² Retailers that stay agile and innovative will be the ones to win in this changing landscape.”

Beyond loyalty: Retailers embrace convenience and personalisation  

Following loyalty programs and BNPL, the survey reveals frequent sales (31%) and next-day or same-day delivery (30%) as key tactics being used to boost revenue. Next-day same-city metropolitan deliveries have seen growing demand from CouriersPlease’s own retailer customers.

Artificial intelligence also ranks highly, with a quarter of retailers (24%) using AI to enhance customer service and streamline operations. Omnichannel retailing (22%) and customer gifting (21%) round out the list of preferred tools, while increased customer outreach through newsletters (17%) remains the least adopted strategy.

Size matters: Small, medium and large retailers take different paths to boost sales

From micro businesses to large enterprises, the survey highlights significant differences in how retailers approach their sales strategies.

Medium-sized retailers lead the way, with 100 per cent adopting at least one tool to boost loyalty or drive sales. Micro businesses face unique challenges, with 27 per cent saying they don’t use any tools to increase revenue, likely due to limited budgets and resources.  

While 20 per cent of retailers are offering more delivery choices, this increases to 32 per cent of medium-sized and large retailers. More than a third (35%) of the latter group are also engaging in omnichannel retailing, compared with just 22 per cent of small and 12 per cent of micro retailers.

Queensland retailers lead in loyalty, while WA retailers lag in retail innovation

Queensland retailers dominate the loyalty program game, with 53 per cent prioritising customer rewards, the highest rate nationwide. BNPL follows closely, with half of Queensland businesses (50%) offering flexible payments to attract budget shoppers.

In contrast, West Australian retailers lag, with just 18 per cent admitting they use none of the surveyed strategies, even though 36 per cent using loyalty programs and 41 per cent using BNPL.

South Australian retailers take the lead in using frequent sales to drive revenue at 47 per cent, while NSW and Victoria take a balanced approach, blending loyalty programs and BNPL with next-day delivery (32% in NSW) to meet shopper demand for speed.

When asked if these tactics were working, the survey reveals mixed success with 43 per cent of all retailers say they had seen greater customer loyalty, while 29 per cent reported increased sales in the past year. However, 22 per cent admitted their strategies had not delivered results.

“These results underscore the importance of aligning strategies with shopper priorities. Retailers leveraging multiple tools, particularly those focused on value and convenience, are seeing the strongest gains in loyalty and sales,” Richard says.

“This year will be a year of innovation, with loyalty programs and personalised solutions set to cement their role as cornerstones of retail success. As a trusted delivery partner for Australia’s major retailers, CouriersPlease has also made significant investment in automation, technology, cross-border shipping solutions and convenient delivery choices to help retailers deliver a higher standard of customer experience.”

Keep shoppers spending Survey results below

Q1. As online shopping competition increases and consumer spending slows amid cost-of-living pressures, what tactics are you using to increase revenue and customer loyalty? 

 
Q2. Are these strategies working for you?  

Westpac has announced an investment in legal and business services provider, Lawpath, and an exclusive partnership to support startups and small-to-medium sized businesses.

Lawpath is an online platform that provides businesses access to affordable legal services, accounting and compliance technology solutions to help meet their needs as they start up and grow.

Westpac Acting Chief Executive, Business & Wealth, Peter Herbert, said this initiative is aligned to the bank’s strategy to support business customers with solutions to help them succeed.

“Lawpath currently supports half a million businesses to set up and grow, helping drive an important sector in the economy.

“As part of the partnership, Lawpath can help Westpac customers make starting and running a business easier, including registering an ABN, setting up a website or accessing expert small business legal services,” he said.

“Our investment in Lawpath aligns with Westpac’s strategy to partner with companies which offer our customers services to help run their business and make the complex simple,” Mr Herbert said.

Lawpath CEO Dominic Woolrych said: “Our ambition is to make the law more accessible to small business and support them with a broad range of services to help them thrive.

“We’ve seen increased demand for our services over the past few years, including in our artificial intelligence solutions which are helping to simplify the complexity of starting and running a business.

“We are delighted to partner with Australia’s oldest bank and company to help more businesses to get started and grow and support growth in the economy,” Mr Woolrych said.

Westpac’s investment in Lawpath builds on their range of partner offers available to business customers and banking solutions aimed at making life easier for small businesses. These include Westpac’s EFTPOS Air app which allows businesses to accept payments anywhere, anytime on a compatible iPhone or Android.

Have you ever considered how Valentine’s Day could inspire your approach to customer relationships in your small business? While the day is traditionally about romance, it’s also a reminder that meaningful connections, whether with a partner or a customer, require effort, understanding and thoughtful actions to thrive and stand the test of time.

Here are my top tips to make customers fall head over heels for your business and build long term connections.

Wear your heart on your sleeve

You know that warm feeling when someone surprises you with flowers or a heartfelt note? Your customers want to feel that same appreciation. By taking the extra effort, whether it’s sending a personalised thank-you email, offering an unexpected discount for loyal customers or knowing their specific preferences, you show them they are not just another transaction.

Using tools that help personalise and streamline your interactions, such as automated follow-ups, appointment reminders or targeted offers, ensures your customers feel valued while making your daily operations more manageable. After all, when your business shows heart, your customers are more likely to return.

The key to your customers’ hearts

You can’t unlock someone’s heart with a one-size-fits-all approach, and your customers are no different. Tailoring your services and listening to feedback is the ultimate love language. When customers feel seen and understood, they are more likely to stick around.

Consider a dental practice that uses automated tools to send friendly reminders for check-ups, personalised messages about a patient’s dental goals or post-appointment surveys to collect feedback.These small yet meaningful touches build trust and loyalty while showcasing genuine care for the customer experience.

With the right systems to track preferences, organise feedback and personalise communication, your business can deliver an experience that makes every customer feel special.

Swipe right on social media

Every good relationship needs communication and social media is where the magic happens. Engaging with your audience, sharing updates and responding to comments builds trust and connection.

Social media management tools can simplify this process by scheduling posts, monitoring engagement, and ensuring timely responses. Regular posts help you stay visible and relevant, while timely and accurate responses to comments and messages show you care about building real connections. Sharing behind-the-scenes content gives your audience a glimpse of the people and processes behind your small business, helping to create a sense of trust and authenticity.

Roses are red, reviews are gold

When it comes to relationships, nothing beats a glowing recommendation and the same is true for your small business. Positive reviews are worth their weight in gold. They reassure potential customers that your small business is worth pursuing.

Encourage customers to leave reviews and don’t forget to respond to every review your business receives. A thoughtful response to criticism shows maturity, just like in any great love story. Online reputation management tools can help you track and respond to reviews across platforms, ensuring your small business stays proactive, personal and polished.

This Valentine’s Day, take the opportunity to woo your customers and build a love story worth sharing. With some effort and a lot of heart, you can create lasting relationships that will make your small business the one they always come back to.

By Elise Balsillie Head of Thryv Australia and New Zealand

Kwik Kopy Australia, a leader in print, design and large-format marketing solutions, is giving away a transformative opportunity for small businesses to elevate their branding. Starting 3rd February, five lucky small businesses will each win a $5,000-worth branding facelift giveaway as part of Kwik Kopy’s Australia-wide giveaway. As a way of showing their support for local businesses, Kwik Kopy will also provide $500 vouchers as weekly prizes.

The promotion will run for eight weeks, and small businesses are encouraged to submit their entries at WeMakePossible.com.au. To qualify, entrants must share why they believe their business deserves a signage facelift. Each of the five lucky major prize winners will receive an updated branding package that includes large-format materials, such as custom signage, event displays, window decals, office wallpaper and more. The major prize winners will be announced at the end of March.

These prize provisions put forward Kwik Kopy’s commitment of making possible, allowing small businesses to maximise their exposure with professional and up-to-date collateral that attracts their respective target audiences.

Making first impressions last

Installing a visually appealing storefront can go a long way by establishing the legitimacy and credibility of a business. It is an important element that drives interest and foot traffic, leading to revenue generation. As Kwik Kopy comes with decades of experience in large-format printing, they are highly familiar with how the right branding elements can strengthen the reputation of a business.

“A strong first impression makes all the difference for small businesses. It can give them that distinct edge compared to their competitors,” shares Panteha Jadidi, National Marketing Director of Kwik Kopy Australia. “We want to equip small to medium enterprises with the right tools for a brand refresh and to garner their market’s attention. We are excited to see how these facelifts will positively impact their businesses.”          

Importance of effective branding

Businesses can win a combination of small and large-format marketing collateral that go beyond storefront aesthetic appeal. Kwik Kopy will bring its expertise in ensuring the new branding provided establishes a renewed connection with the winners’ customers.

Part of effective branding includes consistency in visual elements to establish an identity. It also communicates to customers the purpose and values of a business. When these are effectively achieved, relationships are built on a foundation of trust with the customer first in mind. Standing out with proper branding allows better visibility and more opportunities to be remembered.

Opportunities to win

Aside from the major prizes, Kwik Kopy’s promotion will also provide smaller prizes with a total worth of $12,000. During each week of the promotion period, Kwik Kopy will randomly select three local businesses to each receive a $500 voucher – totalling 24 vouchers that are up for grabs. Winners will be revealed on Kwik Kopy’s social media channels weekly, so entrants should consistently monitor.

Kwik Kopy Australia has been committed to supporting small businesses for over 40 years. This giveaway is an opportunity to create a community spirit among entrepreneurs and help businesses thrive.

A vocal champion of the power of effective networking, renowned businessman Mark Bouris is among a bevy of mover-shakers backing Boa App – a relatively new and free-to-join networking platform that’s revolutionising the way business owners connect and collaborate.

Fostering productive networking opportunities for businesspeople is at the very heart of Boa’s mission, with a surging community of its members set to participate in a series of networking ‘chapters’ being rolled-out this year across the nation.

With each chapter to comprise a small group of local and likeminded businessowners who’ll have access to monthly networking events, helpful resources, and a private in-app community of peers to cultivate support and spark new ideas, Boa’s first chapter is the Inner Circle.

The Inner Circle will be officially launched on 19 February in Sydney, with a group of Boa’s most highflying guests – such as Zoe Marshall (arise), Jane Lu (Showpo / Shark Tank), Sally Obermeder (SWIISH) and Jeremy Cabral and Fred Schebesta (Finder) – to attend the Inner Circle launch party at Bondi Icebergs.

“The Inner Circle is the first of a series of chapters we’re truly excited to introduce this year because we know these easy-to-join groups will serve to support businessowners in so many ways – from creating human connections to solving challenges and fuelling success,” explains Boa App general manager, Kirsten Scott.

“We’re currently calling for members who are interested in leading local networking chapters as presidents. Importantly, the initiative is deliberately conscious of our members’ busy schedules, and our chapters are designed to be just as enjoyable as they are impactful,” adds Ms Scott.

No longer a mere convenience but now considered a cornerstone of successful business, professional networking apps are big business today, with the global professional networking apps market expected to reach a market size of more than AUD100 billion by 2030[i].

“Most Australian businessowners don’t have access to quality networking. Boa App is breaking down barriers to make premium networking accessible and free for everyone,” says Yellow Brick Road founder and Boa App investor, Mark Bouris.

“Until now, networking has always been reserved for the rich and privileged in Australia. We want to democratise access for all businessowners – big, small and irrespective of gender, age and background. This is a very important mission, and Australia has always been the place of opportunity irrespective of class or birthright, and Boa is bringing that fabric back,” adds Mr Bouris.

BOA App is the brainchild of business networking entrepreneur and Club of United (CUB) founder and CEO, Daniel Hakim.

To learn more about Boa App, visit Boa.App.

Mark Bouris’ Top Ten Tips for Effective Networking:

• Show Up and Be Present: Networking is a skill you develop by being in the room. Commit to attending events and be present – phones down, focus up.

• Lead with Curiosity: Don’t jump straight into what you do – ask questions and take a genuine interest in others. People connect with authenticity, not rehearsed pitches.

• Know Your Value: Have a clear understanding of what you bring to the table and be able to articulate it simply and confidently. A sharp elevator pitch always leaves an impression.

• It’s About Relationships, Not Transactions: Forget quick wins – networking is about building long-term, meaningful relationships that bring value over time.

• Listen More Than You Talk: The best networkers are the best listeners. Be engaged, ask thoughtful follow-up questions, and let others share their story.

• Follow Up with Purpose: Networking doesn’t end when the event does. Follow up with a quick note or invite for coffee to continue the conversation and nurture the connection.

• Be a Connector: The best way to build trust is to help others. If you can connect someone to an opportunity, a person, or an idea, you’ve already added value.

• Have a Strong Online Presence: Networking continues beyond the room. Ensure your LinkedIn and socials reflect who you are and what you do – it’s where connections go to learn more about you.

• Show Consistency: Networking success comes from consistency. Keep showing up, keep adding value, and your network will grow organically.

1. Be Yourself: People connect with people, not titles. Be authentic, relaxed, and open – your best connections will come when you’re just being you.

[i] https://www.htfmarketintelligence.com/report/global-professional-networking-apps-market

monday.com has released the findings of its 2025 World of Work Report, revealing an interesting snapshot of how businesses worldwide are navigating technology adoption, work management and AI integration. 

The research surveyed more than 3,500 employees (including 401 Aussies) across seven countries. Uncovering significant gaps and trends that impact workplace productivity technology adoption: 

• The usability gap in work management tools; 82%  report using work management software, yet larger enterprises see lower utilisation rates (71%), signaling a disconnect between access to tools and implementation.
• Leaders are embracing software, contributors are skeptical: Only 78% of individual contributors feel comfortable using work management software, compared to 90% of managers and 94% of senior executives.

AI adoption and resistance 

• AI resistance is highest among larger enterprises: Nearly half (45%) of employees at the largest enterprise companies indicate no AI usage whatsoever. Over half (52%) of larger organisations’ primary concern is a lack of trust in AI’s safety and security.
• Smaller businesses see AI differently: A third of smaller companies (33%) perceive AI is a fleeting technological trend, contributing to the general hesitancy.
• Sales and customer support lag in AI adoption: Sales (51%) and customer support roles (40%) have significantly lower levels of openness and usage of AI.

You can find the full global report here.

As the festive season wraps up, Australian retailers and companies are shifting their focus from holiday sales to addressing the challenges of post-holiday debt and capitalising on the early-year sales period. 

With household budgets tightening and consumer confidence fluctuating, many companies are turning to innovative strategies to maintain cashflow and drive revenue growth. 

New research from the Australian Securities and Investments Commission shows Aussies will have spent on average $800 each to fund gifts, holidays and celebrations with just 29% managing to stick to a budget. 

“Retailers are navigating a complex landscape. Post-Christmas is not just about clearing stock but also leveraging insights from the holiday season to fine tune customer experiences and loyalty programs,” says Maurice Zicman, Vice President Business Development at TP, one of the global leaders in customer support.

“However, the rising cost of living has left many households cautious about discretionary spending in January and February, posing challenges for retailers looking to maintain momentum,” adds Mr Zicman. 

“The companies that succeed will be those that invest in data-driven strategies to meet evolving consumer expectations.” 

“A strategy that we see being used is the use of and reliance on flexible payment solutions. The use of ‘buy now, pay later’ (BNPL) services surged during the holiday season, with projections indicating sustained demand for 2025.” 

“Retailers are partnering with BNPL providers to ease immediate financial strain on customers, making it easier for them to shop without adding to their credit card debt,” says Mr Zicman. 

Companies are using a number of strategies to ensure success and momentum to combat post-holiday debt: 

• Data-driven personalisation: Retailers are leveraging customer data from holiday purchases to tailor marketing campaigns, with a focus on personalised offers and discounts. 

• Loyalty programs: Enhanced loyalty initiatives are being deployed to retain customers, offering exclusive perks and early access to sales. 
• Omnichannel integration: Businesses are doubling down on their digital presence, ensuring seamless online and offline shopping experiences to capture a broader audience. 

• Workforce optimisation: There’s a growing trend among retailers investing in scalable customer service solutions to handle post-Christmas inquiries. This ensures they can meet demand spikes without compromising service quality. 

“The post-Christmas period is also a key time for clearance sales, which not only help offload excess inventory but also draw in bargain-savvy shoppers,” says Mr Zicman.

“Additionally, many retailers are introducing subscription models for year-round revenue, capitalising on the growing trend of subscription box services.”

“Retailers must be agile and proactive. The post-holiday period is a time to recalibrate, innovate and strengthen customer relationships to drive sustainable growth.” 

“As Australian businesses navigate the economic uncertainties of 2024, their ability to adapt to consumer behaviour and market trends will determine their resilience in the months ahead,” says Mr Zicman.

For sole traders, there’s plenty of pressure when it comes to taxes. Collating income sources, managing deductions correctly, and filing a tax return can be challenging and stressful without the necessary skills and time. We look at sole trader tax trends.

The rise of advanced technology, AI-powered tax tools, and increased scrutiny from the government are heavily impacting how sole traders manage their obligations and complete their tax returns as we move into 2025. 

Here are some sole trader tax trends we’re likely to see in the coming year and beyond.  

1.Increased ATO scrutiny 

In 2025, small businesses and sole traders will likely find themselves under increasing scrutiny. Data has shown that unpaid tax debt for small businesses grew to $35.6 billion in 2024. It’s also been revealed that the tax gap for small businesses is 12.6%, a contrast to the 4.2% gap for larger organisations. 

Deputy Commissioner, Will Day, stated that the gap exists due to mistakes, deliberate tax evasion, and some small businesses behaving opportunistically. 

In light of the deficit, the ATO has vowed to put pressure on small businesses to meet their tax obligations and file their returns correctly. That means sole traders and small businesses are under pressure to get it right at tax time. 

2. AI-powered accounting 

The rise of AI is impacting almost every industry on the planet. When it comes to taxes, AI tools are already beginning to streamline the tax process, helping sole traders to more efficiently manage their tax affairs, and this is likely to increase further in 2025 as the technology becomes more sophisticated.  

TaxLeopard, for example, partnered with leading Generative AI incubator, InnovateGPT, to build a Smart Tax Assistant for sole traders. The AI-powered tech will offer on-demand, tailored, real-time accounting and tax assistance to sole traders ensuring they receive expert advice when they need it. 

3. Digitisation of tax management  

Traditionally, sole traders managed their tax affairs on paper, including manually updating and tracking physical logbooks, balance sheets, receipts and more – which was time-consuming and left plenty of room for inaccuracies and sometimes important paperwork was lost. 

While a shift to a completely digitised ecosystem won’t happen next year, we’ll move one step closer to it. Innovation in digitised tools that enable sole traders to do everything from log expenses and digital receipts to automatically track payments, income and tax deductions, is booming in Australia.

2025 will be the year digitisation of finances and accounting truly makes its mark, with a much wider cohort of sole traders adopting all-in-one tax platforms that look after it for them, often for a lesser fee than hiring an accountant. 

4. Gig economy workers become tax savvy

2024 was a significant year of change for the gig economy in Australia, effectively making gig workers’ role as sole traders for tax purposes more pronounced. 

From July, The Sharing Economy Reporting Regime (SERR) came into effect for transactions made through electronic distribution platforms (EDPs) for the supply of services such as asset hire, performing tasks, and food delivery – extending from taxi travel, ride-sourcing and short-term accommodation already listed. 

This increased the types of gig economy workers that need to log their transactions accurately, including tracking invoices, payments, and expenses, and submitting BAS and annual statements in a timely and accurate manner.

As we move into 2025, gig economy workers will become more tax savvy, and the companies who hire them are already partnering with digital tax platforms to help their gig staff automatically and simply manage their accounts. 

2025 is going to be the year that sole traders truly come into their own with managing their finances. Whether it’s traditional businesses, or new-age entities like gig economy workers – the adoption and innovation of tools that simplify the management and logging of their taxes will continue to grow. This is particularly true as the ATO clamps down on small businesses and sole traders to get their taxes right. 

Sole trader tax trends By Selda Kaplan, CEO and Co-Founder at TaxLeopard

Imagine this. A potential customer searches for your small business online, but they are met with outdated contact details, mixed reviews or worse, no reviews at all. Within moments, they have moved on to a competitor. Managing your online reputation is about seizing every opportunity to build trust, credibility and a loyal customer base.  Here are my top five strategies every small business owner should use to keep their reputation shining.

1. Claim and update your online listings 

Consistency is key. Your small business information must be accurate across all platforms, including Google My Business, social media, and industry-specific directories. Inconsistent or outdated listings can confuse potential customers, damage your credibility, and negatively impact your search engine rankings. Regularly updating your small business name, address, phone number and other critical details ensures that customers can easily find and trust your small business.

When you take control of your online listings, you are creating opportunities which add value to your small business. Every accurate detail acts like a breadcrumb that leads customers directly to your door. Never underestimate the power of being easy to find.

2. Encourage and manage customer reviews 

Positive reviews are invaluable for establishing trust and attracting new customers. Actively encourage satisfied customers to leave reviews and make it easy for them to do so. When a negative review does appear, respond promptly and professionally, demonstrating that you value feedback and are committed to improving. This approach not only helps resolve customer issues but also shows potential clients that your small business cares.

Every review, positive or negative, is a chance to showcase your small business’s values. How you respond tells customers who you are. Think of reviews as conversations; they allow you to engage directly with your audience, fostering a stronger sense of trust and loyalty.

3. Monitor your online reputation regularly 

Staying on top of what is being said about your small business online allows you to respond quickly to any inaccuracies or complaints. Set up alerts for mentions of your small business and frequently check platforms like Google Reviews, Facebook and Yelp.

Waiting too long to address an issue online is like leaving your shopfront window cracked. Proactive monitoring is your first line of defence in maintaining a good reputation.

4. Optimise your website and listings for local search 

Search Engine Optimisation (SEO) is a game-changer for small businesses. Ensure your website and online listings are optimised with relevant keywords, accurate location details and customer-focused content. This boosts your visibility in local search results, helping your small business stand out to nearby customers who are ready to buy.

SEO is the new high street visibility. If your small business is not showing up in searches engines, it’s like locking your doors to potential customers who are actively looking to engage.

5. Consistently create engaging content 

SEO shouldn’t be the only motivator for content creation; it’s a powerful tool for managing your reputation. Regularly update your blog, social media channel, and other platforms with valuable content that showcases your expertise and connects with your audience. Engaging content not only attracts traffic but also helps establish your small business as a trusted voice in your industry.

Content is your opportunity to lead the conversation about your small business. When you share insights, solutions, and stories, you not only boost engagement but also create a narrative that draws customers in and sets you apart from competitors.

Managing your online reputation isn’t a set-and-forget task; it’s a process that requires consistency, attention and adaptability. Taking control of your digital presence can be the difference between attracting loyal customers and losing them to competitors. Remember, every review, listing and piece of content is an opportunity to shape how your small business is perceived. By embracing these strategies, you are not only maintaining a reputation, but you are also building a legacy of trust and excellence that will set your small business apart for years to come.

By Greg Nicolle, Head of Small Business Success, Thryv