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Jeweller - November 2022

Sunny-side up: After a successful reset, there’s much to like about 2023 Retail in the cloud: Jewellers move towards a subscription economy Meet and Greet: Retail’s tech and software innovators

Sunny-side up: After a successful reset, there’s much to like about 2023
Retail in the cloud: Jewellers move towards a subscription economy
Meet and Greet: Retail’s tech and software innovators

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VOICE OF THE AUSTRALIAN JEWELLERY INDUSTRY<br />

NOVEMBER <strong>2022</strong><br />

Sunny-side up<br />

AFTER A SUCCESSFUL RESET,<br />

THERE’S MUCH TO LIKE ABOUT 2023<br />

Retail in the cloud<br />

JEWELLERS MOVE TOWARDS<br />

A SUBSCRIPTION ECONOMY<br />

Meet and Greet<br />

RETAIL’S TECH AND<br />

SOFTWARE INNOVATORS


Helping you shine<br />

yesterday, today<br />

& tomorrow.<br />

YOUR LEADING SUPPLIER OF PINK ARGYLE, WHITE DIAMONDS & DIAMOND JEWELLERY<br />

worldshiner.com


SAMS GROUP<br />

AUSTRALIA<br />

Sapphire Dreams now stocks certified, inscribed, sustainably sourced Australian<br />

Sapphires. Australian sapphires are unparalleled, ranging from deep blues, teal and<br />

green, to vibrant orange and yellow and the sought-after Parti. We offer single stones,<br />

matching pairs, and an array of sapphire melee in a myriad of shapes, sizes & colours.<br />

SINGLE STONES<br />

MATCHED PAIRS<br />

CALIBRATED MELEE LINES


Apply for wholesale access via QR code or call our friendly team 02 9290 2199


Introducing our Revolutionary<br />

3D Ring Configurator<br />

PHONE 1300 886 108<br />

LIVADI.COM


8 | <strong>November</strong> <strong>2022</strong><br />

Info@LJWestDiamonds.com | www.LJWestDiamonds.com | www.ScottWestDiamonds.com


To schedule an appointment, please contact us:<br />

L. J. WEST DIAMONDS INC. | 589 5th Ave, Suite 1102 | New York, NY 10017, U.S.A. | T +1 212 997 0940<br />

<strong>November</strong> <strong>2022</strong> | 9<br />

L. J. WEST AU PTY LTD | Level 9, 225 St Georges Terrace | Perth, WA 6000, Australia | T +61 40 997 6981


TENNIS BRACELETS PROGRAM<br />

If it’s important,<br />

it’s Essential.<br />

LAB DIAMONDS AS LO<br />

Over 5000 diamon<br />

Short and long term memo<br />

STUD EARRINGS PROGRAM<br />

IGI Lab Cert#<br />

Shape<br />

Weight<br />

Col/Clar<br />

Cut<br />

Polish<br />

Sym<br />

2.0 CT TW<br />

$999<br />

7.0 CT TW<br />

$3599<br />

3.0 CT TW<br />

$1499<br />

8.0 CT TW<br />

$3999<br />

4.0 CT TW<br />

$1899<br />

All Bracelets 14K White Gold, 14K Yellow Gold or<br />

14K Rose Gold Classic 4 Prong Wire Basket<br />

Only need one? <strong>Jeweller</strong>y available for individual purchase.<br />

» All Diamonds F – G Colour<br />

» SI1 – SI2 Clarity<br />

» IGI Certify <strong>Jeweller</strong>y for $50 more<br />

10.0 CT TW<br />

$5499<br />

SOLITAIRE RINGS PROGRAM<br />

0.5 CT: 3<br />

0.7 CT: 3<br />

1 CT: 1<br />

1.5 CT: 1<br />

2 CT: 1<br />

9 Pack Bundle<br />

Sale Price<br />

$5699<br />

Long Term Memo Price<br />

$6499<br />

All Rings 14K White Gold or Yellow Gold<br />

Traditional Shank or Pinched Shank<br />

5.0 CT TW<br />

$2799<br />

AVAILABLE IN 18, 27 & 54 PACK BUNDLES<br />

532262069 BR 5.01 F-VS2<br />

538298440 BR 5.02 G-VS1<br />

9546203529<br />

Pack Bundle BR 3.51 F-VS2<br />

536203375 BR 3.47 E-SI1<br />

Sale Price<br />

537226089 BR 3.3 F-VS1<br />

1 CT TW: 544241551 5<br />

$4999<br />

BR 3.21 G-VS1<br />

1.5 CT TW: 544251410 2<br />

BR 3.11 F-VS1<br />

547247800 Long BR Term 3.07 Memo Price G-VS1<br />

2 CT TW: 508153075 2<br />

$5899<br />

BR 2.6 G-SI2<br />

488122981 BR 2.43 E-VS1<br />

537239025 BR 2.39 F-VS1<br />

AVAILABLE 537241163 IN 18, 27 & 54 BRPACK 2.34 BUNDLES E-SI1<br />

534262651 BR 2.29 G-VS1<br />

All Studs 14K 508153090 Yellow Gold or BR 14K White 2.2 Gold F-SI1<br />

Screwback 533218868 or Martini BR Pushback 2.23 F-SI2<br />

534246755 BR 2.1 E-VS1<br />

496199301<br />

533218746<br />

536289998<br />

BR<br />

BR<br />

BR<br />

2.03<br />

2<br />

2<br />

D-SI2<br />

F-VS1<br />

F-SI1<br />

536294116 BR 2.01 F-SI2<br />

PENDANTS 534262493 PROGRAM<br />

BR 1.61 F-VVS2<br />

536290826<br />

534239437<br />

512232285<br />

542238092<br />

514288883<br />

544251864<br />

544280364<br />

523207685<br />

BR<br />

PR<br />

PR<br />

PS<br />

EM<br />

EM<br />

EM<br />

CU<br />

1.51<br />

2.27<br />

2<br />

3.02<br />

5.35<br />

5.15<br />

5.13<br />

2.26<br />

G-VVS2<br />

G-VS1<br />

G-VS2<br />

G-VS2<br />

E-VVS2<br />

E-VS1<br />

E-VS1<br />

E-VS1<br />

524250727 CU 2.19 F-VS1<br />

532263074 RAD 5.03 E-VS1<br />

9529259545<br />

Pack Bundle RAD 2.07 G-VS2<br />

528227217 HS 2 F-VS1<br />

0.5 CT:<br />

487193327<br />

3<br />

Sale Price<br />

HS 2.05 G-VS2<br />

0.7 CT: 508151963 3 $4499 AS 3.54 H-VS1<br />

1 CT: 1537216532<br />

OV 4.02 F-VS1<br />

539218526 Long OVTerm Memo 4.02 PriceG-VS2<br />

1.5 CT: 1<br />

544252123 OV 3.73 G-VS1<br />

2 CT: 1544241572<br />

$5299<br />

OV 3.01 G-VS1<br />

AVAILABLE IN 18, 27 & 54 PACK BUNDLES<br />

EX<br />

ID<br />

EX<br />

ID<br />

ID<br />

ID<br />

ID<br />

ID<br />

ak<br />

ID<br />

ID<br />

ID<br />

ID<br />

ID<br />

ID<br />

ID<br />

ID<br />

EX<br />

EX<br />

EX<br />

ID<br />

ID<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

22 W 48th St, New York,<br />

Call: (212)-764-7841 | Email: sa<br />

Website: www.sanghavisolitaire.<br />

All Pendant 14K Yellow Gold or 14K White Gold<br />

Solid Bale or V Bale<br />

SCAN QR CODE FOR<br />

THE FULL PROGRAM<br />

22 W 48TH ST, NEW YORK, NY 10036, USA<br />

CALL: +1 (212)-764-7841 | SALES@ELGDIAMONDS.COM<br />

WWW.SANGHAVISOLITAIRE.COM/HOME/DAILYSPECIAL


IGI Lab Cert#<br />

549<strong>2022</strong>96<br />

551272325<br />

544283518<br />

544252112<br />

536203375<br />

516260791<br />

532239455<br />

517224775<br />

547256983<br />

542237022<br />

547246619<br />

536289868<br />

536291487<br />

529259599<br />

533220474<br />

549220438<br />

546203522<br />

544280842<br />

550269096<br />

551285360<br />

551207435<br />

551278316<br />

474129833<br />

541284845<br />

536291475<br />

538274505<br />

536275206<br />

523207685<br />

371902862<br />

526283027<br />

538277168<br />

533214916<br />

533286978<br />

538285663<br />

510102263<br />

539235031<br />

541254877<br />

551274584<br />

550237582<br />

Shape<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

BR<br />

PR<br />

PR<br />

PR<br />

PS<br />

PS<br />

PS<br />

EM<br />

EM<br />

EM<br />

EM<br />

EM<br />

CU<br />

CU<br />

CU<br />

CU<br />

CU<br />

CU<br />

CU<br />

RAD<br />

RAD<br />

RAD<br />

MQ<br />

HS<br />

AS<br />

OV<br />

OV<br />

OV<br />

Col/Clar<br />

F-VS1<br />

F-VS1<br />

G-VS1<br />

H-VS1<br />

E-SI1<br />

F-SI1<br />

E-VS1<br />

D-SI1<br />

F-VS1<br />

F-VS1<br />

E-VS1<br />

G-VS1<br />

G-VS1<br />

G-VS1<br />

E-VS1<br />

G-VS1<br />

F-VS2<br />

G-VS1<br />

D-VS1<br />

E-VS1<br />

E-VS1<br />

F-VS1<br />

D-VVS2<br />

G-VS2<br />

G-VS1<br />

G-VS1<br />

G-VS1<br />

E-VS1<br />

E-VS1<br />

E-SI1<br />

E-VS1<br />

G-VVS2<br />

G-VS1<br />

E-VS1<br />

F-VS1<br />

G-VS1<br />

F-VS2<br />

G-VS1<br />

G-VS2<br />

Cut<br />

EX<br />

ID<br />

EX<br />

EX<br />

ID<br />

ID<br />

EX<br />

EX<br />

EX<br />

ID<br />

ID<br />

EX<br />

Polish<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

Symmetry<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

Discount %<br />

-95.75<br />

-96.00<br />

-96.60<br />

-96.60<br />

-95.75<br />

-96.00<br />

-96.60<br />

-95.75<br />

-96.90<br />

-97.20<br />

-96.75<br />

-97.00<br />

-96.00<br />

-96.40<br />

-96.25<br />

-95.50<br />

-95.25<br />

-95.75<br />

-98.10<br />

-98.20<br />

-98.10<br />

-98.00<br />

-96.20<br />

-96.10<br />

-96.10<br />

-96.10<br />

-96.20<br />

-96.00<br />

-96.75<br />

-96.40<br />

-97.70<br />

-96.50<br />

-96.75<br />

-94.25<br />

-96.00<br />

-95.75<br />

-96.50<br />

-96.60<br />

-96.70<br />

Depth %<br />

62.5<br />

59.6<br />

61.7<br />

59.4<br />

61<br />

61.4<br />

60.3<br />

61<br />

63.2<br />

61.9<br />

62.2<br />

60.1<br />

75<br />

72.1<br />

72.4<br />

61.8<br />

65<br />

65.5<br />

61.5<br />

63.6<br />

61.3<br />

63.2<br />

65.8<br />

67.8<br />

67.3<br />

68.7<br />

67.6<br />

68.5<br />

60.8<br />

66.5<br />

65.3<br />

66.3<br />

68.4<br />

61.6<br />

56.4<br />

67.1<br />

63.1<br />

63.9<br />

63.4<br />

Table %<br />

59.5<br />

59<br />

60<br />

62.5<br />

58.5<br />

58.5<br />

59<br />

60.5<br />

56.5<br />

57<br />

59<br />

60<br />

73<br />

70<br />

70.5<br />

58.5<br />

61<br />

59.5<br />

61.5<br />

66<br />

67.5<br />

66.5<br />

61<br />

65<br />

64.5<br />

63.5<br />

66.5<br />

64.5<br />

67.5<br />

60<br />

67<br />

65<br />

67<br />

59<br />

59.5<br />

67<br />

66<br />

61.5<br />

61<br />

Total $<br />

$12804.19<br />

$5011.60<br />

$3520.02<br />

$2836.45<br />

$3686.88<br />

$3045.20<br />

$4092.75<br />

$1934.18<br />

$1568.60<br />

$1392.16<br />

$1672.61<br />

$1193.40<br />

$1550.00<br />

$1227.60<br />

$1390.50<br />

$3047.62<br />

$1781.72<br />

$1449.25<br />

$6034.88<br />

$5332.32<br />

$5351.92<br />

$5170.60<br />

$1675.80<br />

$1538.16<br />

$1589.84<br />

$1511.25<br />

$1384.15<br />

$1627.20<br />

$1281.15<br />

$1020.28<br />

$6465.76<br />

$1224.30<br />

$1103.21<br />

$4991.00<br />

$1414.40<br />

$1666.64<br />

$2606.62<br />

$1164.67<br />

$1081.41<br />

Weight<br />

5.15<br />

3.74<br />

3.57<br />

3.55<br />

3.47<br />

3.31<br />

3.21<br />

2.46<br />

2.3<br />

2.26<br />

2.19<br />

2.04<br />

2.5<br />

2.2<br />

2.06<br />

3.01<br />

2.42<br />

2.2<br />

5.25<br />

5.29<br />

5.03<br />

5.02<br />

2.1<br />

2.72<br />

2.63<br />

2.5<br />

2.35<br />

2.26<br />

2.19<br />

2.01<br />

5.02<br />

2.12<br />

2.19<br />

3.1<br />

2.08<br />

2.53<br />

3.31<br />

2.21<br />

2.26<br />

NY 10036, USA<br />

les@elgdiamonds.com<br />

com/Home/DailySpecial<br />

metry<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

EX<br />

Discount%<br />

-95.50<br />

-95.25<br />

-96.10<br />

-94.50<br />

-96.50<br />

-96.70<br />

-96.60<br />

-96.60<br />

-95.75<br />

-96.40<br />

-96.75<br />

-96.20<br />

-96.75<br />

-96.20<br />

-96.20<br />

-96.50<br />

-95.25<br />

-96.60<br />

-96.20<br />

-96.00<br />

-96.60<br />

-96.40<br />

-96.00<br />

-95.75<br />

-95.25<br />

-97.75<br />

-98.00<br />

-97.90<br />

-96.00<br />

-96.50<br />

-97.25<br />

-96.75<br />

-95.75<br />

-95.75<br />

-96.50<br />

-95.00<br />

-95.25<br />

-95.25<br />

-95.50<br />

Depth%<br />

62.7<br />

60.8<br />

60.2<br />

61<br />

62.4<br />

61.5<br />

61.2<br />

62.5<br />

62.9<br />

62.1<br />

62.4<br />

61.4<br />

61.5<br />

61.3<br />

62.1<br />

61.4<br />

62.5<br />

63.1<br />

59.7<br />

63.1<br />

62.4<br />

61.8<br />

71.8<br />

73.2<br />

61.9<br />

65.5<br />

62.2<br />

64.5<br />

68.5<br />

62.9<br />

61.7<br />

68.4<br />

60.9<br />

62.8<br />

63.7<br />

62.2<br />

63.6<br />

64.1<br />

63.4<br />

Table%<br />

56.5<br />

59.5<br />

61<br />

58.5<br />

57<br />

59<br />

59<br />

57.5<br />

55<br />

57.5<br />

57.5<br />

57.5<br />

58.5<br />

59<br />

56.5<br />

59.5<br />

58<br />

56.5<br />

61.5<br />

55.5<br />

57.5<br />

58<br />

70<br />

75<br />

60.5<br />

61.3<br />

65.5<br />

64.5<br />

64.5<br />

62<br />

65.5<br />

60<br />

55.5<br />

55.5<br />

64<br />

62<br />

64.5<br />

60<br />

59.5<br />

Total$<br />

$11385.22<br />

$12041.72<br />

$4038.26<br />

$4771.25<br />

$3869.25<br />

$3071.97<br />

$3542.29<br />

$3027.02<br />

$1359.15<br />

$2055.78<br />

$1708.85<br />

$1556.10<br />

$1451.29<br />

$1362.68<br />

$1118.57<br />

$1727.25<br />

$1456.02<br />

$1496.00<br />

$1238.80<br />

$1061.28<br />

$947.00<br />

$815.40<br />

$1407.40<br />

$1232.50<br />

$2940.72<br />

$7102.12<br />

$5768.00<br />

$6018.98<br />

$1627.20<br />

$1303.05<br />

$7746.20<br />

$975.49<br />

$1445.00<br />

$1263.31<br />

$2478.00<br />

$7135.50<br />

$5251.12<br />

$3986.44<br />

$3047.62<br />

SCAN THE<br />

QR CODE<br />

TO SEE OUR<br />

INVENTORY<br />

W AS 97.75% OFF!<br />

ds on hand<br />

programs available<br />

SCAN THE QR<br />

CODE TO SEE<br />

OUR INVENTORY<br />

Lab Diamonds as low as 98.20% off!<br />

OVER 5,000 DIAMONDS ON HAND.<br />

SHORT AND LONG-TERM MEMO PROGRAMS AVAILABLE.


In conjunction with the Gift & Lifestyle & Frontline stores<br />

FEBRUARY 4 – 6, 2023<br />

Melbourne Convention<br />

& Exhibition Centre<br />

Proudly supported by<br />

In conjunction with<br />

ONE MEGA EVENT, ONE TIME, DO IT ALL!<br />

AUSTRALIA’S NO.1<br />

JEWELLERY EVENTS<br />

Contact Nick Fewtrell on email at<br />

nicholas.fewtrell@expertiseevents.com.au<br />

Organised by<br />

Est. 1990


NOVEMBER <strong>2022</strong><br />

Contents<br />

This Month<br />

Industry Facets<br />

15 Editorial<br />

30<br />

10 YEARS AGO<br />

Time Machine: <strong>November</strong> 2012<br />

16 Upfront<br />

35<br />

LEARN ABOUT GEMS<br />

Garnets: Part III<br />

20 News<br />

72<br />

MY BENCH<br />

Sergio Bassil<br />

44 TECHNOLOGY FEATURE<br />

Welcome to the Cloud<br />

36 <strong>Jeweller</strong>s Showcase<br />

74<br />

SOAPBOX<br />

Erin Keller<br />

4Learn more about the phenomenon sweeping<br />

through the retail sector - cloud technology.<br />

Features<br />

44<br />

50<br />

60<br />

TECHNOLOGY FEATURE<br />

The Cloud is transforming the retail game<br />

THE DIGITAL FUTURE<br />

Get to know some of the industry’s tech experts<br />

EVENT COVERAGE<br />

Busy road ahead for buyers and suppliers<br />

Better Your Business<br />

50 THE DIGITAL FUTURE<br />

Meet and Greet<br />

4The international jewellery industry<br />

now more than ever before offers a<br />

variety of technology programs, tools,<br />

and services designed to improve your<br />

bottom line.<br />

60 EVENTS COVERAGE<br />

Looking forward<br />

4After a tumultuous three years there is<br />

reason for optimism for jewellery buyers<br />

and suppliers.<br />

66<br />

68<br />

69<br />

70<br />

71<br />

BUSINESS STRATEGY<br />

Have you tried mystery shopping? KIZER AND BENDER encourage you to give it a go.<br />

SELLING<br />

RYAN ESTIS returns for part two of his series on sales preparation.<br />

LOGGED ON<br />

DAVID BROWN outlines how sales data analysis can take your business to the next level.<br />

MARKETING & PR<br />

JOSH STRUTT explains the importance of standing out this Christmas sales period.<br />

MANAGEMENT<br />

Customers want a business to love – MICHAEL HINSHAW teaches you how to build it.<br />

FRONT COVER Purchase diamonds online<br />

with a single click – Diamonds On Call aims<br />

to bring confidence and comfort to all who<br />

use the platform, whether they be a jeweller,<br />

retailer, manufacturer, or designer. True<br />

to this desire to unify, Diamonds On Call is<br />

available on all devices and all operating<br />

systems. Visit: diamondsoncall.com<br />

<strong>November</strong> <strong>2022</strong> | 13


MADE BY<br />

HAND,<br />

FORGED<br />

IN FIRE<br />

Introducing Elysian.<br />

Made by hand, forged in fire, our Elysian range is a true<br />

expression of character and craftsmanship. A simple<br />

statement or customised piece for him, her or them.<br />

Proudly 14 made in South | <strong>November</strong> Australia <strong>2022</strong> since 1976.<br />

Long live love


Editor’s Desk<br />

Spare them the sermon -<br />

your customers often don’t care<br />

Once upon a time the only person who was entitled to give unprompted advice to a business was the accountant.<br />

How times have changed! ANGELA HAN navigates the complex new world.<br />

Accountants provide directions on the<br />

best ways to manage a business by<br />

analysing sales data and inventory<br />

movement, as well as many other things.<br />

It was and still is something of a science,<br />

with established rules, principles and laws<br />

that give the accountant confidence in<br />

providing the advice.<br />

I’m sure you’ll agree that things seemed<br />

simpler back then.<br />

In less than a decade, the world has<br />

become full of ‘experts’ on all sorts of<br />

matters - from ethics and sustainability<br />

to diversity and inclusiveness. The power<br />

to make or influence critical business<br />

decisions are increasingly being afforded<br />

to those who may not understand<br />

the difference between something as<br />

elementary as debit and credit!<br />

The rise of social media along with woke<br />

capitalism has meant that there is no end<br />

to experts and activists lecturing you and<br />

making demands about how you should<br />

run your business. The issue is whether you<br />

should listen to them or their preaching.<br />

Don’t be fooled. What is often important<br />

to the industry (suppliers) is often not<br />

important to their customers (jewellery<br />

retailers) and which often extends to<br />

what is often important to retailers is not<br />

important to consumers.<br />

But, for activists and the new breed of social<br />

media preachers, what they think should be<br />

of interest to everyone, is often not.<br />

Many moons ago, <strong>Jeweller</strong> was approached<br />

by the CEO of an international watch<br />

company who suggested the magazine<br />

conduct an interview about her brand.<br />

This would not surprise you and it’s not an<br />

uncommon occurrence. In fact, it can be a<br />

welcome one because what may start out<br />

as a run-of-the-mill interview often leads<br />

to a unique discussion point. That is itself<br />

the most important point to remember -<br />

finding something of interest to write about<br />

that will interest you, the reader.<br />

The journalist replied asking what the CEO<br />

thought was the angle of the story, given<br />

that there are literally thousands of watch<br />

brands in the market.<br />

The answer came back: “I am a female<br />

watch designer”. He replied, “Great, but<br />

what’s the angle of the story?”<br />

She responded with more detail, however,<br />

it soon became clear that the only angle<br />

she felt worthwhile pursuing was that<br />

she was a woman in a male-dominated<br />

industry.<br />

The journalist agreed with the CEO that<br />

it was valid observation on the watch<br />

industry at large, but doubled down by<br />

asking if this was really of any interest to<br />

our readers, her potential customers.<br />

While merely making it as a female watch<br />

designer in today’s business world is<br />

worthy of a personal congratulations and<br />

little more - it’s certainly not worthy of<br />

an article because, we believe it has little<br />

relevance to our readers.<br />

However, there was a far more important<br />

issue at play: Design is gender blind.<br />

For example, take two or three watches<br />

and dare anyone to accurately identify<br />

which watch was designed by a male and<br />

by a female. Yes there is a difference if the<br />

watch (or other product) is designed for a<br />

woman, but that’s quite different to a<br />

watch that is designed by a woman!<br />

Even if such things were identifiable<br />

then the gender of the designer remains<br />

unimportant. Either a customer likes the<br />

product or design, or doesn’t.<br />

<strong>Jeweller</strong>’s view then and now was that<br />

our readers, who were also her potential<br />

customers, don’t really care about who<br />

designed the product.<br />

In the instance of a retailer (as a customer<br />

of a brand), they merely want to know if<br />

the design sells. And in the instance of a<br />

consumer (as a customer of a retailer),<br />

they merely want to know if they like it.<br />

The CEO initially took issue with this view<br />

– and if you’re reading this, perhaps you do<br />

too – so we took the scenario away from<br />

‘our industry’, to neutral ground.<br />

We suggested that the CEO consider a<br />

different example: she was in the market<br />

to purchase new lingerie and she had<br />

narrowed her options down to two pieces<br />

The rise of<br />

social media<br />

along with woke<br />

capitalism has<br />

meant that<br />

there is no<br />

end to experts<br />

and activists<br />

lecturing you<br />

and making<br />

demands on how<br />

you should run<br />

your business.<br />

The issue is<br />

whether you<br />

should listen to<br />

them or their<br />

preaching.<br />

with an identical price tag, at $100. The first<br />

she rated as a 9/10 piece, the second was<br />

rated as a 7/10 or 8/10.<br />

<strong>Jeweller</strong>’s journalist posed this question to<br />

the CEO: which one do you buy?<br />

As expected, she naturally responded that<br />

she would buy the item she rated as 9/10-<br />

who wouldn’t? She was then asked if she<br />

would change her selection if she was told<br />

that her preferred lingerie was designed by<br />

a man, while the other was designed by a<br />

woman.<br />

It’s okay if the answer is ‘yes’ to that<br />

question because it’s always up to the<br />

customer to rationalise purchases by<br />

whatever decision they see fit. But if you<br />

were in this position, might you experience<br />

buyers remorse for selecting one item,<br />

when you know you preferred the other?<br />

Our watch company CEO took her time<br />

answering, before saying that she would<br />

stick with the lingerie she believed to be a<br />

9/10 and at that point she understood our<br />

view, namely; the only thing that matters<br />

is what the customer thinks, not what the<br />

business or industry thinks.<br />

In our hypothetical (but realistic) scenario,<br />

a consumer wants to buy a watch that they<br />

like. Who designed the product, what their<br />

gender or race is usually doesn’t matter, they<br />

just want a product that best suits them.<br />

And given that design is gender blind - it’s<br />

nigh on impossible to accurately identify<br />

whether a male or female created it - then<br />

it’s not up to a business to push agendas<br />

onto consumers for which they are<br />

unconcerned and might find irrelevant.<br />

Many years after the CEO contacted us,<br />

we find the ‘noise’ created by agenda<br />

driven activists and woke capitalists has<br />

intensified. Now, don’t get me wrong,<br />

most - but not all - of the causes are<br />

noble. The issue for small businesses<br />

such as jewellers is not to be fooled by the<br />

preaching and into adopting something that<br />

is of no interest to your customers.<br />

Don’t believe me? Then ask Gillette about<br />

‘Go Woke, Go Broke!’<br />

Angela Han<br />

Publisher<br />

<strong>November</strong> <strong>2022</strong> | 15


Upfront<br />

#Instagram hashtags to follow<br />

Alpha Order<br />

#gemstonejewelry<br />

569,000 POSTS<br />

#jewellerygoals<br />

142,303 POSTS<br />

#gemstonesindia<br />

40,404 POSTS<br />

#finejewellery<br />

2,000,000 POSTS<br />

#sapphirestone<br />

5,655 POSTS<br />

HISTORIC GEMSTONE<br />

Black Prince’s Ruby<br />

#goldchains<br />

551,000 POSTS<br />

#pearlsjewelry<br />

192,000 POSTS<br />

#pearlchoker<br />

119,000 POSTS<br />

#goldbracelet<br />

490,000 POSTS<br />

#jewellerydesigns<br />

201,000 POSTS<br />

4The Black Prince’s Ruby is a 170-carat<br />

cabochon red spinel that is set in the cross<br />

pattée above the Cullinan II diamond at the front<br />

of the Imperial State Crown of the United<br />

Kingdom. The Black Prince’s Ruby dates<br />

back to the middle of the 14th century,<br />

initially belonging to Abū Sa’īd, the<br />

Arab Muslim Prince of Granada. Don<br />

Pedro of Seville took possession of the<br />

gemstone during the Christian conquest<br />

of the Iberian peninsula. In 1366, the<br />

gemstone traded hands for a second<br />

time, becoming the possession of<br />

Edward the Black Prince, son of King<br />

Edward III of England, as a part of a military negotiation.<br />

The gemstone has remained in England ever since, and<br />

is featured in the official coronation portrait of Queen Victoria.<br />

Trend Spotting<br />

4London Fashion Week has come and<br />

gone for another year and one trend to<br />

leave a lasting impression was supersized<br />

jewellery. Poster Girl’s giant sea<br />

anemone-styled rings gathered plenty<br />

of attention while Masha Popova’s<br />

neon bright earrings were equally<br />

eye-popping but were made from<br />

lightweight materials that won’t<br />

weigh potential wearers down.<br />

Pictured: Halpern<br />

Stranger Things<br />

Weird, wacky and wonderful<br />

jewellery news from around the world<br />

Bacteria bangles?<br />

4Chloe Fitzpatrick, a designer<br />

from Scotland, has gone viral<br />

on social media after creating<br />

jewellery made from bacteria.<br />

21-year-old Fitzpatrick took<br />

samples from her skin, as well as<br />

samples from plants, and placed<br />

them in a petri dish with a special<br />

growth medium known as agar. The<br />

bacteria then multiples and she is<br />

able to isolate colours to be used<br />

as dye for jewellery and clothing.<br />

Fitzpatrick’s videos has amassed<br />

millions of views.<br />

800-year-old coin<br />

4Manufacturer Stauer, based<br />

in the US, has crafted a watch<br />

featuring an 800-year-old<br />

coin. Dubbed ‘The Crusader’<br />

the timepiece features a silver<br />

denier dating back to 1163AD.<br />

The coin was originally minted<br />

by Bohemond III, the ruler of the<br />

Principality of Antioch, which today<br />

is located between Turkey and<br />

Syria. The watch also features the<br />

latin phrase ‘Carpe Diem’.<br />

Digital Brainwave<br />

Motherly love<br />

Voice payments<br />

are becoming<br />

an increasingly<br />

popular practice.<br />

4The next big trend for retail efficency may<br />

well be ‘voice payments’. Customers select<br />

the jewellery products, place the order via<br />

voice and make payment as a checkout. The<br />

concept is already popular in India, where<br />

there are reportedly more than 160 million<br />

e-commerce users employing ‘voice-based’<br />

technologies to shop. Business consultants<br />

Capgemini surveyed 4,800 consumers and<br />

more than 950 executives from 12 major<br />

economies, including Australia, and found<br />

that 77 per cent of consumers expect to use<br />

touchless technologies more frequently.<br />

Campaign Watch<br />

4Michael Hill has launched its<br />

Christmas campaign, celebrating the<br />

busiest season of the year for retailers<br />

everywhere. Creative lead, Christy<br />

Peacock said: “Building on last year,<br />

our story continues with our central<br />

characters, Archie and Alice. Executed<br />

as a beautifully simple, timeless<br />

Christmas fable, it’s one that everyone<br />

can easily relate to.”<br />

4Kim Kardashian has been branded<br />

‘creepy’ after it was recently made<br />

public that she plans to make<br />

jewellery from her mother’s bones.<br />

Mother of Kardashian, Kris Jenner,<br />

recently underwent hip surgery, and in<br />

the lead-up to the procedure Jenner<br />

revealed that she had approved an<br />

unusual request from her daughter<br />

that doctors not discard any leftover<br />

bone following the procedure so<br />

that she can use the material to<br />

manufacture jewellery.<br />

VOICE OF THE AUSTRALIAN JEWELLERY INDUSTRY<br />

Published by Befindan Media Pty Ltd<br />

Locked Bag 26, South Melbourne, VIC 3205 AUSTRALIA | ABN 66 638 077 648 | Phone: +61 3 9696 7200 | Subscriptions & Enquiries: info@jewellermagazine.com<br />

Publisher Angela Han angela.han@jewellermagazine.com • Journalist Samuel Ord samuel.ord@jewellermagazine.com<br />

Production Coordinator Lauren McKinnon art@befindanmedia.com • Advertising Toli Podolak toli.podolak@jewellermagazine.com • Accounts Paul Blewitt finance@befindanmedia.com<br />

Copyright All material appearing in <strong>Jeweller</strong> is subject to copyright. Reproduction in whole or in part is strictly forbidden without prior written consent of the publisher. Befindan Media Pty Ltd<br />

strives to report accurately and fairly and it is our policy to correct significant errors of fact and misleading statements in the next available issue. All statements made, although based on information<br />

believed to be reliable and accurate at the time, cannot be guaranteed and no fault or liability can be accepted for error or omission. Any comment relating to subjective opinions should be addressed to<br />

the editor. Advertising The publisher reserves the right to omit or alter any advertisement to comply with Australian law and the advertiser agrees to indemnify the publisher for all damages or liabilities<br />

arising from the published material.


WHEN IT’S FILLED WITH LOVE AND MEANING,<br />

IT’S MORE THAN A GIFT<br />

pandora.net


Some people exaggerate, and some lie.<br />

Numbers are always honest.<br />

July <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

5,459 VIEWS<br />

970 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for July<br />

is only 17.77% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

5.6<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

June <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

3,771 VIEWS<br />

404 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for June<br />

is only 10.71% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

9.3<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

May <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

5,195 VIEWS<br />

810 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for May<br />

is only 15.59% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

6.4<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

April <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

5,641 VIEWS<br />

949 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for April<br />

is only 16.82% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

5.9<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

March <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

11,490 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

March is only 4.55% of <strong>Jeweller</strong>'s<br />

523 VIEWS<br />

JEWELLER HAS<br />

22.0<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

February <strong>2022</strong><br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

7,322 VIEWS<br />

551 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

February is only 7.53% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

13.3<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

18 | <strong>November</strong> <strong>2022</strong>


The numbers speak for themselves.<br />

Over 12 months, <strong>Jeweller</strong> achieves 165,135 views/readership compared to only 8,855 by <strong>Jeweller</strong>y World.<br />

December 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

17,958 VIEWS<br />

1,220 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

December is only 6.79% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

14.7<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

<strong>November</strong> 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

12,095 VIEWS<br />

626 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

<strong>November</strong> is only 5.18% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

19.3<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

October 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

30,655 VIEWS<br />

789 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

October is only 2.57% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

38.9<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

September 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

20,497 VIEWS<br />

735 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

September is only 3.59% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

27.9<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

August 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

27,522 VIEWS<br />

633 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for<br />

August is only 2.30% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

43.5<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

July 2021<br />

<strong>Jeweller</strong><br />

<strong>Jeweller</strong>y World<br />

15,530 VIEWS<br />

645 VIEWS<br />

<strong>Jeweller</strong>y World's engagement for July<br />

is only 4.15% of <strong>Jeweller</strong>'s<br />

JEWELLER HAS<br />

24.1<br />

TIMES MORE<br />

VIEWS /<br />

READERSHIP<br />

<strong>November</strong> <strong>2022</strong> | 19<br />

Between July 2021 to July <strong>2022</strong> Yumpu, the independent magazine publishing service, recorded <strong>Jeweller</strong>y World’s eMag views/readership<br />

as only manage 6% of that of <strong>Jeweller</strong>. Yumpu’s data is dynamic and was gathered on 28 October, <strong>2022</strong> (2pm AEST).


News<br />

Legal concerns over<br />

DDCA’s New Zealand claims<br />

New Melbourne Expo announced for 2023,<br />

<strong>Jeweller</strong>y Design Awards details revealed<br />

The mystery plaguing the practices of the Diamond<br />

Dealers Club of Australia (DDCA) has led to questions<br />

over the Club’s claims and therefore its adherence to<br />

New Zealand trade law.<br />

Among those concerns was the suggestion that the<br />

DDCA – led by president Rami Baron for 14 of its 15<br />

years – represents New Zealand on the international<br />

stage.<br />

The DDCA website states the Australian club is the<br />

“New Zealand representative of the World Federation<br />

of Diamond Bourses”.<br />

While the claim has been made on an Australianbased<br />

website, New Zealand authorities confirm that<br />

the Fair Trading Act (FTA) would still apply across the<br />

so-called ‘ditch’.<br />

According to the Commerce Commission, New<br />

Zealand’s competition, consumer and regulatory<br />

agency, businesses cannot behave in a way that is<br />

misleading or false.<br />

“They also can’t make misleading or false statements<br />

about their products or services, including price,<br />

standard, quality, origin or history and endorsements<br />

or approvals…,” the Commission’s website states.<br />

New Zealand’s Commerce Commission and Fair<br />

Trading general manager Vanessa Horne confirmed<br />

the circumstances in which the law may be applied.<br />

“The Fair Trading Act prohibits false and misleading<br />

conduct by businesses in trade,” Horne explained.<br />

She added, “The Act applies to all businesses ‘in<br />

trade’ in Aotearoa New Zealand, meaning businesses<br />

– local and international – that supply goods or<br />

services in Aotearoa,” meaning that New Zealand<br />

law applies to Australian-based organisations that<br />

mislead or deceive, including on “endorsements or<br />

approvals”.<br />

Despite previously reported requests for clarification,<br />

there has been no evidence provided by Baron and/or<br />

the DDCA to substantiate the claim that it represents<br />

New Zealand.<br />

When contacted in August, both the <strong>Jeweller</strong>s<br />

Association of New Zealand (JANZ) and the <strong>Jeweller</strong>s<br />

& Watchmakers New Zealand (JWNZ) knew nothing<br />

about the claims.<br />

Next year’s jewellery industry calendar is about<br />

to get busier with Expertise Events announcing<br />

a new trade show scheduled for February and<br />

the 2023 <strong>Jeweller</strong>y Design Awards.<br />

The <strong>Jeweller</strong>y Design Awards will return to<br />

the International <strong>Jeweller</strong>y Fair (IJF) next year,<br />

following a three-year COVID-enforced hiatus.<br />

The biennial <strong>Jeweller</strong>y Design Awards (JDA)<br />

were launched in 2017 and enthusiasm was<br />

high with 105 entries across 12 categories. The<br />

Awards recognise Australian and New Zealand<br />

jewellery design and manufacture across<br />

jewellers, apprentices and students.<br />

The last JDA event took place in 2019 and saw<br />

44 finalists across 10 categories, however;<br />

the 2021 edition was cancelled because of the<br />

global pandemic<br />

Gary Fitz-Roy, managing director Expertise<br />

Events, said, “As we have done in previous<br />

years, an expert panel will review all entries in<br />

a blind judging process to establish a finalists<br />

list. Entries are marked on theme, use of<br />

materials, retail presentation and commercial<br />

viability.<br />

“The finalists will then have the opportunity to<br />

showcase their work with an interactive display<br />

at the 2023 International <strong>Jeweller</strong>y Fair in<br />

August.”<br />

The winners will be announced on Sunday 20<br />

August with a canapé reception on the fair floor<br />

at Sydney’s ICC Exhibition Centre.<br />

Fitz-Roy explained that the JDA format is<br />

unique for Australian jewellery awards.<br />

“Unlike other awards, our format showcases<br />

the finalists on the main exhibition floor for two<br />

days before the actual Awards presentation.<br />

Each piece can be viewed by the thousands of<br />

retailers and suppliers at the fair who can also<br />

vote in the People’s Choice Award, and this<br />

brings people to the show and is another way<br />

we hope to unite the industry,” Fitz-Roy said.<br />

He added that the categories and prizes for<br />

the 2023 JDA are still being finalised because<br />

“we are waiting on decisions from two or three<br />

international organisations who we hope will<br />

give the Awards an even bigger boost than in<br />

previous years.”<br />

Meanwhile, Expertise Events has added a<br />

third event to the 2023 industry calendar – the<br />

Melbourne <strong>Jeweller</strong>y Expo – which was fully<br />

booked in one day.<br />

Fitz-Roy admitted he undertook a ‘soft<br />

announcement’ to suppliers to gauge support<br />

before formally advertising the event to the<br />

wider industry.<br />

“I was quite surprised at the feedback.<br />

Admittedly, we committed limited space to<br />

the Expo but we received more requests for<br />

bookings on the first day than we have stands.<br />

We are now reviewing how we can create more<br />

space to accommodate the current waiting list<br />

and the expected additional interest.”<br />

In March 2021 Expertise Events introduced<br />

the Australian <strong>Jeweller</strong>y Fair – a small-scale<br />

show in Sydney – as a way for suppliers to<br />

reconnect with customers face-to-face after<br />

the 2020 lockdowns. The boutique style event<br />

was promoted as a way to help stimulate sales<br />

and ordering after the Christmas and New Year<br />

sales periods and following Valentine’s Day<br />

sales.<br />

The 2021 event was successful and it ran again<br />

in March this year with the aim to also capture<br />

the pre Mother’s Day sales cycle.<br />

Fitz-Roy explained that following the success<br />

of both Sydney jewellery fairs this year (March<br />

and August) he received exhibitor feedback and<br />

requests to see if “we could deliver something<br />

to help stimulate the Melbourne and Victorian<br />

jewellery market. Many of our exhibitors had<br />

suggested a small, boutique-style event in<br />

Melbourne as that state continues to rebuild as<br />

the hardest lockdown state.<br />

“So we took it to market in late September<br />

and by the end of the day we had more people<br />

wanting to exhibit than we had stands. That<br />

forced us to review our plans, which we are<br />

currently doing so we can go back to the<br />

suppliers and advise on space allocation,<br />

presentation and promotion.”<br />

Fitz-Roy added, “The Expo is designed to<br />

serve Melbourne and country retailers and<br />

has the support of the major buying groups -<br />

Nationwide <strong>Jeweller</strong>s, Independent <strong>Jeweller</strong>’s<br />

Collective and Leading Edge <strong>Jeweller</strong>s.”<br />

Melbourne <strong>Jeweller</strong>y Expo will run from 4-6<br />

February and will be co-located with the 2023<br />

Gift Fair and Frontline Retail stores events.<br />

20 | <strong>November</strong> <strong>2022</strong>


News<br />

Another month of rising sales for Aussie retailers<br />

No stone precious metal jewellery sales<br />

dollar figures were impressive with a 57 per<br />

cent increase compared to 2021 and a notable<br />

27 per cent growth on the 2-year difference<br />

to 2020.<br />

Competition regulator<br />

targeting greenwashing<br />

Silver and alternative metals jewellery<br />

sales dollars were also very pleasing with<br />

a 74 per cent jump compared to 2021 and<br />

respectably 33 per cent improve on the 2-year<br />

comparison to 2020.<br />

The latest sales analysis from Retail Edge<br />

has drawn attention to a second consecutive<br />

month of strong performance for local<br />

jewellery retailers.<br />

Retail Edge’s data is gathered from POS<br />

software located in more than 400 Australian<br />

independent retail jewellery stores and<br />

in September, comparative overall sales<br />

increased by 54 per cent compared with 2021.<br />

Sales performance rose 18 per cent<br />

compared with September 2020. These<br />

figures come after a tremendous August<br />

analysis revealing a 62 per cent rise<br />

compared with 2021.<br />

The results for comparative units sold show<br />

a good increase of 38 per cent compared to<br />

September 2021 but a modest 0.2 per cent<br />

improve on the 2-year comparison to 2020.<br />

Comparative average sale (in inventory only)<br />

was a 12 per cent improver compared to<br />

September 2021, up to $220 from $197.<br />

Retail Edge sales manager Mike Dyer once<br />

again forewarned of the significant impact the<br />

market conditions during the pandemic had<br />

on the final figures.<br />

“As was stated each of the last few months,<br />

when reviewing the numbers it’s important to<br />

remember that July, August and September<br />

2021 and 2020 were impacted by lockdowns<br />

and so this will have an influence on the<br />

growth numbers,” he cautioned.<br />

“There were strong results across the<br />

product categories as you would expect given<br />

the numbers above.<br />

The drill down into the sales dollars numbers<br />

shows diamond set precious metal jewellery<br />

was up a huge 55 per cent compared to<br />

September 2021 and a good 13 per cent up on<br />

the 2-year difference to September 2020.”<br />

Coloured stone set precious metal jewellery<br />

sales dollars rose 45 per cent compared to<br />

September 2021 and a strong increase of 29<br />

per cent on the 2-year comparison.<br />

Dyer said that the pattern in layaways<br />

(laybys) showed a decrease of 12 per cent<br />

in dollars between new ones and pickups or<br />

cancellations.<br />

“After the previous three consecutive months<br />

of increases it’s only natural to have this<br />

drop due to completion and collection of the<br />

laybys,” he explained.<br />

“The pattern in services [repairs] also reflects<br />

this pattern with a decrease of 20 per cent<br />

in dollar values between new [incoming] and<br />

pickups or cancellations.<br />

If this pattern is also reflected in your<br />

business, it highlights the need to lift the<br />

volume and frequency of your marketing<br />

around the services area of your business.”<br />

Special order data demonstrates a reversal of<br />

the above pattern with an increase of 22 per<br />

cent in dollar values between new (incoming)<br />

and pickups or cancellations.<br />

Dyer suggested this is a good inflow of activity<br />

and cash flow moving forward towards the<br />

holiday period.<br />

Australia’s Competition and Consumer Commission<br />

(ACCC) will reportedly pursue businesses that practice<br />

‘greenwashing’ tactics as a priority in 2023.<br />

Greenwashing is a term used to describe the practices<br />

of businesses that promote their services or products<br />

as ethical or environmentally friendly with little<br />

substance or evidence to support these claims.<br />

According to many marketing experts, modern<br />

consumers are increasingly socially conscious when it<br />

comes to spending and tend to favour businesses who<br />

emphasise the importance of social responsibility or<br />

the sustainability of products.<br />

This has led to businesses making claims about the<br />

characteristics of their products or services which are<br />

untrue in a bid to profit from this consumer ‘activism.’<br />

This is typically done via the use of misleading<br />

language, broad terms that are difficult to verify, and<br />

occasionally outright falsehoods.<br />

ACCC deputy chair Delia Rickard said the champion<br />

of consumer law wouldn’t hesitate to prosecute<br />

any business found to be in breach of trade law via<br />

greenwashing.<br />

“As consumers become increasingly interested in<br />

purchasing sustainable products, there are growing<br />

concerns that some businesses are falsely promoting<br />

their environmental or green credentials,” she said.<br />

“Many businesses have raised concerns with the lack<br />

of a common definition or standard for terms such<br />

as ‘biodegradable’, ‘recyclable’ and ‘compostable’<br />

as there is no benchmark for which a product’s<br />

performance should be measured against.”<br />

The ACCC is encouraging all businesses to review<br />

their environmental and sustainability claims and<br />

ensure that their claims are supported by verifiable<br />

evidence and are not in breach of any consumer law.<br />

Rickard added: “The ACCC won’t hesitate to take<br />

enforcement action where it sees that consumers<br />

are being misled or deceived by green claims – just<br />

as it did against Volkswagen for false representations<br />

about compliance with Australian diesel emissions<br />

standards.”<br />

The ACCC states that greenwashing in a bid to<br />

promote products or services undermines consumer<br />

trust and confidence in the market at large.<br />

MORE BREAKING NEWS<br />

JEWELLERMAGAZINE.COM<br />

<strong>November</strong> <strong>2022</strong> | 21


News<br />

New Zealand jewellers victimised by devastating crime wave<br />

New Zealand jewellery retailers are being<br />

devastated by a crime wave that on the surface is<br />

brutish, however, further examination suggests it<br />

may be far more sophisticated and sinister.<br />

Ram raids have increased by more than 500 per<br />

cent for the first six months of <strong>2022</strong> compared to<br />

the same period in 2018, according to NZ Police<br />

statistics.<br />

Many major retailers such as Michael Hill have<br />

been targeted by thieves multiple times.<br />

<strong>Jeweller</strong> was recently made aware of one jewellery<br />

retailer that has been targeted by thieves seven<br />

times within an 18-month period.<br />

While a ram raid may be over quickly, the damage<br />

lasts far longer, with petrified staff members,<br />

rapidly rising insurance costs and a lack of victim<br />

support three of many factors crippling businesses<br />

beyond the immediate financial loss.<br />

Greg Harford, chief executive Retail New Zealand,<br />

told <strong>Jeweller</strong> that it was crucial businesses install<br />

effective security measures.<br />

“Crime in the New Zealand retail sector is really<br />

out of control, with a massive increase in ram<br />

raids, smash and grabs and other criminal activity.<br />

<strong>Jeweller</strong>y stores have been particularly targeted in<br />

recent weeks,” he said.<br />

“Retail NZ is deeply concerned for the safety<br />

and wellbeing of employees and customers and<br />

businesses are working to review and upgrade<br />

security.”<br />

The median age of those identified or caught<br />

across 129 ram raids since May this year is<br />

reportedly just 15 years old.<br />

Police Minister Chris Hipkins told the NZ<br />

Herald there was no evidence that demonstrates<br />

an official link between ram raids and adult gangs.<br />

“Ironically, some of the ‘tough on crime’ opposition<br />

rhetoric would drive these youth offenders towards<br />

gangs rather than away from them,” he added.<br />

“Our government is focused on ramping up<br />

support and supervision, and wants to get these<br />

young people into a pathway back into education<br />

or on to employment so they don’t end up in a life<br />

of crime.”<br />

According to NZ National Party spokesperson Mark<br />

Mitchell the criminal activity is far more intricate<br />

than it appears.<br />

“Without a doubt, these youth offenders are heavily<br />

influenced by the adult gangs,” Mitchell told Focus.<br />

“They’re well-planned, they know exactly what<br />

they’re after, they execute it well and they have a<br />

getaway car ready to go.”<br />

He added that some items are destined for<br />

overseas destinations: “Within hours they’re<br />

melting down the gold, they’re removing the<br />

diamonds and there’s a market that’s been created<br />

for that through the adult gang network.”<br />

NZ Police encourage anyone with any information<br />

to contact Crime Stoppers anonymously.<br />

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News<br />

<strong>Jeweller</strong>s Association of Australia president tenders shock resignation<br />

The <strong>Jeweller</strong>s Association of Australia (JAA) was<br />

sent scrambling for new leadership in October<br />

following the shock departure of president Karen<br />

Denaro.<br />

Denaro was elected president in <strong>November</strong><br />

2021 and, at the time, while the JAA made no<br />

announcement on its website, it is understood<br />

that she took over the role from Jo Tory in<br />

January <strong>2022</strong>.<br />

While having served only 10 months as<br />

president, Denaro joined the JAA’s board in<br />

January of 2021.<br />

Denaro announced her sudden departure on<br />

Linkedin saying: “It is with a heavy heart I<br />

announce my decision to resign from my role<br />

as JAA President and my subsequent choice to<br />

remove myself from the <strong>Jeweller</strong>s Association<br />

of Australia’s Board of Directors, effective<br />

immediately.”<br />

She added: “I shall be issuing a press release on<br />

this, in due course.”<br />

A JAA representative confirmed that the<br />

constitution requires that the vice-president<br />

becomes the de facto president in the event that<br />

a president unexpectedly resigns, until such<br />

a time as a new president is appointed by the<br />

board of directors.<br />

On 13 October, the JAA releasing a statement<br />

confirming the appointment of Joshua Sharp to<br />

the presidency.<br />

Sharp also joined the board in 2021, and prior<br />

to Denaro’s resignation, occupied the vicepresidency.<br />

Sharp has spent the past 15 years<br />

as general manager of Ian Sharp <strong>Jeweller</strong>y, a<br />

business located in Melbourne.<br />

“[Sharp’s] jewellery specialties within the<br />

business include diamonds and second-hand<br />

jewellery,” the JAA statement continues.<br />

“Joshua also comes to the board with a strong<br />

background having previously worked in banking<br />

and finance.”<br />

The statement also wished out-going president<br />

Denaro well in her next pursuit.<br />

“The JAA board extends their gratitude and<br />

thank you to Karen for her enthusiasm and<br />

commitment to the JAA during her time on the<br />

board,” the statement reads.<br />

“The board wishes her all the best for her future<br />

endeavours.”<br />

The JAA has confirmed that Joshua Sharp is the<br />

organisation’s new president following the surprise<br />

resignation of Karen Denaro.<br />

Ronnie Bauer (Klepner’s) has been appointed<br />

vice president while Cameron Marks (Percy<br />

Marks) moves to the role of treasurer. Jo Tory<br />

(Najo) and Dr Meredith Doig are the other<br />

members of the board.<br />

The JAA Annual General Meeting will take place on<br />

21 <strong>November</strong>. Director nominations for the Board<br />

from members will open in the coming weeks.<br />

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News<br />

De Beers releases cycle results, discovery in Zimbabwe Leadership change for 2023<br />

closures ahead of the Diwali holidays.”<br />

He continued: “The steady overall demand for<br />

De Beers Group rough diamonds is reflected in the<br />

ongoing consumer demand for diamond jewellery<br />

ahead of the key holiday sales season in the US.”<br />

De Beers Group has unveiled the details of the<br />

eighth sales cycle for <strong>2022</strong> completing $US500<br />

million in rough diamond sales.<br />

De Beers is the world’s largest diamond mining<br />

company by value, with operations in Botswana,<br />

Namibia, South Africa, and Canada and prior to<br />

the eighth cycle, offered forewarning of a drop in<br />

sales compared with the previous cycle due to the<br />

impact of Diwali in India.<br />

The seventh cycle represents rough sales<br />

completed between 19 September and 4 October.<br />

This year’s sales exceeded the 2021 sales ($US492<br />

million) by 1.6 per cent.<br />

De Beers Group CEO Bruce Cleaver said: “Demand<br />

for our rough diamonds during sales cycle<br />

eight was in line with expectations at what is a<br />

traditionally quieter time of year for the diamond<br />

industry as polishing factories in India prepare for<br />

The previous cycle featured a notable 20 per cent<br />

increase compared with 2021. De Beers completes<br />

10 sales cycles each year.<br />

Significant discovery for Alrosa<br />

Russian miner Alrosa has discovered 22 new<br />

diamond deposits in Zimbabwe.<br />

Zimbabwe’s president Emmerson Mnangagwa<br />

confirmed that Alrosa will only be permitted to<br />

work on two of the deposits, while the others will<br />

be made available to other investors.<br />

In 2019 Alrosa signed an agreement with the<br />

state-owned Zimbabwe Mining Development Corp.<br />

to jointly explore the region for diamonds. At the<br />

time, the company said it would spend $US12<br />

million exploring some of the 40 diamond mining<br />

rights it holds in the country.<br />

Foreign miners were permitted to operate within<br />

Zimbabwe for the first time in 2018.<br />

The world’s largest diamond miner, De Beers<br />

Group, has confirmed the company will have a<br />

new CEO in 2023.<br />

Bruce Cleaver has served as De Beers CEO for<br />

the past six years and will soon be succeeded by<br />

Al Cook.<br />

Cleaver will move into the position of cochairman<br />

of De Beers, working alongside<br />

current chairman and Anglo American CEO<br />

Duncan Wanbald.<br />

Incoming CEO Al Cook is executive vice president<br />

of exploration and production international for<br />

Equinor ASA, the Norway-based global energy<br />

company. Prior to that, he had a 20-year career<br />

with multinational oil and gas company BP.<br />

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News<br />

Lab-created diamond sales reaching<br />

new heights in US<br />

Lab-created diamonds have accounted for one-tenth of all engagement<br />

ring diamond sales within the US market this year according to recently<br />

unveiled industry research.<br />

Industry analyst Edahn Golan presented data compiled from more than<br />

1200 US jewellery stores at the Facets <strong>2022</strong> conference at the Antwerp<br />

World Diamond Centre.<br />

The data comes from Tenoris, a consultancy formed by Golan and National<br />

Jeweler publisher Chris Casey. According to Tenoris, lab-created diamonds<br />

accounted for six per cent of sales in 2021.<br />

Overall demand for diamond engagement rings of all types has dropped<br />

substantially in <strong>2022</strong>.<br />

However, natural diamond engagement rings seem to have fallen more<br />

than their rivals, with sales of lab-created diamond engagement rings<br />

falling just 12 per cent year-over-year compared with a 51 per cent drop<br />

for natural diamond engagement rings.<br />

The average gross margin for a natural diamond engagement ring is 48.6<br />

per cent compared with 54.4 per cent for lab-created products.<br />

That’s a rise of 5.1 per cent for natural diamonds and 0.2 per cent for labcreated.<br />

The average carat weight for engagement rings was 0.84-carats for<br />

naturals, compared with 1.38-carats for lab-created.<br />

That represents a 1.4 per cent decline for natural diamonds but a 4.9 per<br />

cent jump for lab-grown.<br />

During the presentation, Golan attributed the trend to a level of ‘pent up<br />

demand’ in 2021 brought about due to the COVID pandemic.<br />

Lab-created diamonds reaching one-tenth of all diamond sales has been<br />

a prediction made by many industry analysts in <strong>2022</strong>.<br />

“I am forecasting that global lab-diamond jewelry sales will exceed 10<br />

per cent of all diamond jewellery sales for the first time this year, with<br />

the share even larger in the US,” diamond industry analyst Paul Zimnisky<br />

told <strong>Jeweller</strong> in September.<br />

“I think that share will continue to creep up over the next five years,<br />

however, at a slower pace than in the past, as consumers perceive the<br />

products as being less substitutable.”<br />

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Zimnisky also outlined his belief that natural diamonds and lab-created<br />

diamonds would continue to separate as different, non-competing products<br />

in the minds of consumers.<br />

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News<br />

LVMH jewellery sales increase by 23 per cent<br />

French luxury conglomerate Louis Vuitton Moët<br />

Hennessy (LVMH) is celebrating a strong third<br />

quarter sales performance, spearheaded by<br />

Tiffany & Co and Bulgari.<br />

In the first nine months of <strong>2022</strong>, jewellery and<br />

watch sales have increased by 23 per cent to<br />

€7.58 billion ($AU11.74 billion).<br />

Group revenue increased 28 per cent year-onyear<br />

to €56.49 billion ($AU87.50 billion).<br />

“Against an uncertain geopolitical and<br />

economic backdrop, the Group is confident<br />

in the continuation of current growth and will<br />

maintain a policy of cost control and selective<br />

investment,” LVHM said in a statement.<br />

“The Group’s strategy will remain focused on<br />

continuously strengthening the desirability<br />

of its brands, by relying on the authenticity<br />

and quality of its products, the excellence<br />

of their distribution and the reactivity of its<br />

organisation.”<br />

Sales in the US, Europe, and Japan benefited<br />

from positive levels of local demand, while<br />

those in Asia, including China, improved in the<br />

third quarter as pandemic restrictions eased.<br />

Headquartered in Paris, LVMH owns more<br />

than 60 subsidiaries which manage brands<br />

such as Bulgari, Chaumet, and Fred and watch<br />

manufacturers TAG Heuer, Zenith, and Hublot.<br />

LVMH also acquired Tiffany & Co in 2021, with<br />

Q3 sales for iconic US brand strong off the<br />

back of a 185-year anniversary campaign.<br />

In 2021 LVMH reported sales revenue in excess<br />

of €64 billion ($AU93.4 billion).<br />

Notable sales jumps in Asia<br />

The largest jewellery retailer in China, Chow Tai<br />

Fook, has recorded a 26 per cent rise in sales for<br />

the fiscal quarter ending 30 September.<br />

Chow Tai Fook is the second-largest jewellery<br />

retailer by market value in the world and<br />

operates more than 5,900 stores.<br />

Year-on-year retail sales improved by 28 per cent<br />

in mainland China, accounting for 91 per cent of<br />

total sales. In Hong Kong, sales rose 11 per cent.<br />

“Both mainland China and Hong Kong and<br />

Macau demonstrated a notable sequential<br />

improvement from the previous quarter,”<br />

Chow Tai Fook’s statement reads.<br />

“Hong Kong witnessed encouraging same-store<br />

sales growth thanks to stable local consumer<br />

demand.”<br />

Hong Kong jewellery retailer Luk Fook has<br />

likewise reported a boost in sales, driven<br />

mostly by gold products.<br />

Same-store sales increased by 40 per cent for<br />

the fiscal quarter ending 30 September.<br />

Attributed to an international drop in price, Luk<br />

Fook’s sales of gold jewellery increased by 62<br />

per cent year-on-year.


News<br />

Fortune Star expected to shine<br />

at upcoming auction<br />

A remarkably rare giant pink diamond is set to be auctioned in Geneva<br />

in <strong>November</strong>, commanding a hefty presale estimate of $US35 million<br />

($AU54 million).<br />

The Fortune Pink will appear at the Christie’s Magnificent Jewels sale<br />

on 8 <strong>November</strong>, with the 18-carat pear-shaped fancy vivid pink diamond<br />

expected to fetch a historic return.<br />

Angela Berden, Christie’s senior jewellery specialist, said the rarity of<br />

Fortune Pink couldn’t be understated.<br />

“It’s a beautiful stone, it’s extremely rare to find a pink diamond, vivid<br />

pink diamond, of this size,” she said.<br />

“The colour saturation of this stone is so difficult to find in nature, and<br />

then when you find a crystal with that weight, with that colour, and a<br />

very good clarity, that’s just really rare.”<br />

To date, the largest vivid pink diamond sold at Christie’s has been the<br />

18-carat Winston Pink Legacy, which sold to jeweller Harry Winston for<br />

$US50.4 million in 2018, setting a world record per-carat price.<br />

Natural Diamond Council facing<br />

financial crisis<br />

The Natural Diamond Council (NDC) is expected to lose approximately half<br />

of its budget for 2023, a brutal blow for the international industry advocate.<br />

The NDC was established in 2000 with the intention of advancing the trade<br />

for the entirety of the diamond value chain, from mining to retail. One core<br />

focus for the organisation was reducing the trade of ‘conflict diamonds’.<br />

David Kellie, the NDC’s CEO since 2019, recently spoke at the Antwerp<br />

World Diamond Centre and highlighted the significance of Alrosa’s<br />

departure from the organisation earlier this year.<br />

“In February of this year, Alrosa suspended themselves from the NDC,<br />

resulting in a loss of almost half our financial resources for 2023,” he said.<br />

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“This is a crisis that is coming our way for the industry and one that I hope<br />

we can discuss together as a matter of urgency.”<br />

Alrosa’s self-suspension came following Russia’s invasion of Ukraine in<br />

late February. Kellie also lamented what he described as a failure for<br />

diamond jewellery to perform on par with the rest of the luxury industry<br />

which he attributed to failures in marketing.<br />

“This [modern] consumer bears no resemblance to the consumer upon<br />

which our industry was built,” he said.<br />

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News<br />

Exceptional Blue to fetch more than $136 million<br />

Auction frenzy leads to record<br />

Collectors of fancy colour diamonds will soon be<br />

given the chance to acquire any of eight stunning<br />

blue miracles of nature.<br />

Sotheby’s will soon auction eight blue diamonds<br />

sourced from the De Beers Group, with the De<br />

Beers Exceptional Blue collection expected to fetch<br />

more than $US85 million ($AU136.36) in total.<br />

The diamonds were sourced from the Cullinan<br />

Mine in South Africa and vary in shape and<br />

size, ranging from a 1.2-carat oval shape to an<br />

11.29-carat step-cut. Together, the collection<br />

weighs more than 32 carats.<br />

Four of the diamonds are GIA-graded as fancy<br />

vivid, the highest of all colour gradings, and the<br />

De Beers Exceptional 3.24-carat diamond is<br />

internally flawless.<br />

“The magnificent De Beers Exceptional<br />

Blue Collection stands as a testament to<br />

De Beers’ unique ability to source the rarest<br />

diamonds in the world and the patience and<br />

foresight required to assemble a collection<br />

that transcends rarity and can only be called<br />

remarkable,” Bruce Cleaver, CEO of the De<br />

Beers Group said in a statement.<br />

The first of the eight to be sold will be a<br />

5.53-carat diamond, appearing at the Sotheby’s<br />

Magnificent and Nobles Jewels auction in<br />

Geneva on 9 <strong>November</strong>.<br />

Two more blue diamonds will feature at the<br />

Magnificent Jewels auction in New York on<br />

7 December.<br />

Olivier Wagner, head of Sotheby’s Magnificent<br />

Jewels auction in Geneva, said: “the market for<br />

coloured diamonds and precious gemstones<br />

has never been stronger, so we are absolutely<br />

thrilled to be offering the first diamond of this<br />

superb collection.”<br />

The remaining five diamonds are expected to be<br />

auctioned in 2023.<br />

The stunning Williamson Pink Star has set a<br />

new record for price per carat after demolishing<br />

presale estimates in Hong Kong on Friday.<br />

The Williamson Pink Star carried a presale<br />

estimate of $US21 million ($AU28.55 million)<br />

prior to the 7 October auction at Sotheby’s.<br />

After 20 minutes of bidding, a private collector<br />

from Florida (US) was victorious, paying $US57.7<br />

million ($AU78.46 million) for the cushionshaped<br />

11.15-carat fancy colour pink diamond.<br />

The sale of the internally flawless vivid pink<br />

diamond has produced a new world record for<br />

price per carat, commanding $US5,178,000<br />

($AU7,040,000).<br />

The Williamson Pink Star is the second biggest<br />

diamond of that colour and clarity to feature at<br />

auction.<br />

Est.1968<br />

AUSTRALIA’S WIDEST<br />

RANGE OF GEMSTONES<br />

ALL VARIETIES OF NATURAL<br />

COLOURED GEMSTONES<br />

NATURAL FANCY<br />

COLOURED DIAMONDS<br />

OPALS AND PEARLS<br />

MEMBER<br />

03 9654 4449<br />

Level 4, Wales Corner<br />

227 Collins Street<br />

Melbourne VIC 3000<br />

gems@kandk.net.au


10 Years Ago<br />

Time Machine: <strong>November</strong> 2012<br />

A snapshot of the industry events making headlines this time 10 years ago in <strong>Jeweller</strong>.<br />

Historic Headlines<br />

4 Rocker’s watch sets auction record<br />

4 Swarovski event among changes at 2013 fairs<br />

4 Pandora wins retailer award<br />

4 Axe-wielding motorcyclists in $3 million raid<br />

4 Love triangle defrauds jeweller of $1.4 million<br />

STILL RELEVANT 10 YEARS ON<br />

Listen up and sell more<br />

“There is no more useful tool in a retail<br />

company’s marketing armoury than its<br />

front-line sales and service people. Why?<br />

Because sales staff constantly receive<br />

feedback from customers about what is<br />

good, what is bad, what is missing and<br />

what the competition is doing.<br />

READ ALL HEADLINES IN FULL ON<br />

JEWELLERMAGAZINE.COM<br />

Ancient jewellery treasures<br />

unearthed<br />

Archaeologists have discovered a 2,400-yearold<br />

golden hoard in an ancient Greek tomb in<br />

Bulgaria. Gold jewellery was among the artifacts<br />

including four bracelets and a ring.<br />

The treasure is estimated to date back to the end<br />

of the 4th century BC, originally belonging to the<br />

Thracians, an ancient group of tribes. The bounty<br />

was uncovered last Thursday (8 <strong>November</strong>) at an<br />

ancient burial site 400km northeast of Sofia near<br />

the village of Sveshtari in northern Bulgaria.<br />

Local archaeologists found gold artifacts and<br />

jewellery including a tiara with reliefs of lions and<br />

fantasy animals; snakeheads; four bracelets; a<br />

ring; 44 applications of female figures and 100<br />

golden buttons.<br />

Australian brand in luxury<br />

mega-yacht jewellery fair<br />

In what’s believed to be a world first for the<br />

industry, a jewellery fair is being held aboard<br />

a $40 million, 228-foot luxury mega-yacht and<br />

an Australian company is participating in the<br />

international event.<br />

Australian pearl jewellery supplier Autore will<br />

be exhibiting at the inaugural International<br />

Contemporary Jewelry Fair (ICJF). To be held<br />

on 4-9 December, artists from around the globe<br />

will present an innovative collection of jewellery<br />

design onboard a floating exhibition called SeaFair,<br />

as part of Art Basel Miami Beach.<br />

The up-market sale will feature several luxury<br />

jewellery pieces by designers, major brands, and<br />

artisans. Participants from Australia, Italy, Spain,<br />

the Philippines, Lebanon, Brazil, Germany and the<br />

United States will present at the global event that<br />

is sure to draw an impressive crowd.<br />

<strong>November</strong> 2012<br />

ON THE COVER Guess<br />

Editor’s Desk<br />

4Insurance debate continues: "Don’t<br />

get me wrong, I believe there is a need<br />

for valuation certificates for insurance<br />

purposes and valuers therefore play<br />

a vital role in providing that service<br />

(as long as it’s independent and the<br />

certificate is not used as part of the<br />

selling process).<br />

Regardless of your beliefs about how<br />

valuations certificates for new jewellery<br />

are used, the issue becomes even more<br />

complex when an insurance claim is<br />

lodged. What happens with a valuation<br />

certificate, assuming one exists, when<br />

an item needs to be replaced?<br />

Soapbox<br />

4 Insurers are not jewellers? :<br />

“Insurance companies are not<br />

jewellers – they do not understand<br />

the industry and have little or no<br />

understanding of the value of the<br />

individual attributes that make up<br />

jewellery items.<br />

Given that, it is easy to see why they<br />

would be confused when a jeweller<br />

offers 30 percent off the ticket price<br />

when quoting on an insurance claim<br />

but then offers 50 percent off to<br />

customers."<br />

– Greg Beaumont, managing director<br />

Jewelsure<br />

<strong>Jeweller</strong> creates Cup that<br />

stops the nation<br />

While the race may only take three minutes to<br />

run, it requires more than 200 hours to craft<br />

the winner’s trophy – arguably Australia’s most<br />

recognisable prize – the Melbourne Cup.<br />

For the past 22 years, the task of creating<br />

Australia’s most iconic and highly coveted<br />

horse-racing trophy, the Melbourne Cup, has<br />

been the responsibility and privilege of Hardy<br />

Brothers <strong>Jeweller</strong>s.<br />

The tri-handled “Loving Cup” is crafted<br />

from 1.65kg of 18-carat yellow gold atop a<br />

Queensland Wattle timber base. This year’s<br />

trophy is valued at around $175,000.<br />

Gold buyers and sellers<br />

beware!<br />

After a “sting” operation, government<br />

authorities have warned not only<br />

consumers but gold-buying businesses<br />

about discrepancies in prices offered for<br />

secondhand gold jewellery.<br />

Reputable jewellers will likely applaud NSW Fair<br />

Trading’s stance against unscrupulous buyers<br />

who are duping unsuspecting consumers by<br />

undervaluing goods – giving the industry a bad<br />

name. Most jewellers would hope pressure from<br />

the government authorities will help weed out<br />

deceptive operators, whether they run kiosks,<br />

pawn shops or traditional stores.<br />

As part of a “sting” operation, NSW Police,<br />

together with NSW Fair Trading investigators,<br />

recently visited six Sydney gold-buying<br />

businesses comprising three shopping centre<br />

kiosks, two pawnbrokers and one jeweller.<br />

30 | <strong>November</strong> <strong>2022</strong>


Anyone can make a claim, but<br />

unfortunately exaggeration is a blood<br />

relative of falsehood and fiction.<br />

As they say, the devil is in the details.<br />

Numbers lead you to the detail and<br />

the detail leads you to facts.


WORLD RANKINGS OF JEWELLERY<br />

INDUSTRY PUBLICATIONS<br />

As at 31 March <strong>2022</strong>, <strong>Jeweller</strong> was ranked 65,246, in the world, well<br />

ahead of other jewellery industry titles in more populous countries.<br />

For example, the US magazines JCK, Instore, and National Jeweler,<br />

ranked 87,514, 222,301 and 250,243 respectively, even though the<br />

population of the US is much larger than Australia.<br />

POSITION PUBLICATION COUNTRY<br />

WORLD<br />

RANKING<br />

1 <strong>Jeweller</strong> Australia 65,246<br />

2 JCK USA 87,514<br />

3 Instore Magazine USA 222,301<br />

4 National Jeweler USA 250,243<br />

5 Retail <strong>Jeweller</strong> India 264,557<br />

6 <strong>Jeweller</strong>y Net Asia Hong Kong 371,672<br />

7 Diamond World India 515,279<br />

8 Professional <strong>Jeweller</strong> UK 550,812<br />

9 Solitaire Magazine Singapore 842,952<br />

10 Retail <strong>Jeweller</strong> Magazine UK 1,019,888<br />

11 Indian <strong>Jeweller</strong> India 1,077,502<br />

12 The Jewelry Magazine India 1,195,354<br />

13 <strong>Jeweller</strong>y Outlook UK 1,212,803<br />

14 <strong>Jeweller</strong>y World Australia 1,226,650<br />

15 Art of <strong>Jeweller</strong>y India 1,237,318<br />

Which is why <strong>Jeweller</strong> remains #1.<br />

<strong>Jeweller</strong> has been the leading voice of the Australian and New Zealand jewellery<br />

industries for 25 years, and today we rank #1 in the world.<br />

Alexa, the independent global ranking system for measuring website traffic and<br />

readership, now ranks jewellermagazine.com as the most widely read industry<br />

publication in the world – by far!<br />

Better still, the daily time spent on jewellermagazine.com is more than 21 minutes,<br />

which far exceeds all other international publications, which average only 2–3 minutes<br />

per visitor. Moreover, our ‘page views’ is miles ahead of all other industry publications.<br />

In addition, <strong>Jeweller</strong>’s social media presence dominates and our eMags boast more<br />

than 12.3 million reads.<br />

The numbers speak for themselves - follow the leader, and follow the readers too!<br />

16 <strong>Jeweller</strong>y Focus UK 1,290,905<br />

17 <strong>Jeweller</strong>y Business Canada 1,388,929<br />

18 <strong>Jeweller</strong>s Network South Africa 1,436,224<br />

19 <strong>Jeweller</strong>y Monthly UK 2,196,837<br />

20 Canadian <strong>Jeweller</strong> Canada 2,670,625<br />

21 The Retail Jeweler USA 3,218,391<br />

22 Preziosa Magazine Italy 3,582,030<br />

23 Gold Book Magazine Turkey 4,099,295<br />

24 Bangkok Gems & <strong>Jeweller</strong>y Thailand 4,558,422<br />

25 Hong Kong <strong>Jeweller</strong>y Magazine Hong Kong 6,296,819<br />

26 The New <strong>Jeweller</strong> UAE / India 10,992,912<br />

27 Jewel Trendz India NO DATA<br />

28 Solitaire International Singapore NO DATA<br />

29 <strong>Jeweller</strong>y Time New Zealand NO DATA<br />

POSITION<br />

TRADING PLATFORM /<br />

PUBLICATION<br />

COUNTRY<br />

WORLD<br />

RANKING<br />

1 Rapaport Magazine* USA 139,695<br />

2 Idex* Israel 370,487<br />

VOICE OF THE AUSTRALIAN JEWELLERY INDUSTRY<br />

Denotes titles connected to diamond trading platforms / publication


NUMBER OF PAGES VIEWED BY READERS<br />

TIME SPENT ON JEWELLERY WEBSITES<br />

BOUNCE RATE / PAGE 'STICKINESS’<br />

Page Views is the number of times a reader visits any page<br />

on a website. A higher Page View figure the better, because it<br />

means readers are more engaged in the content. <strong>Jeweller</strong>’s<br />

Page View count of 12 leads all websites while most others<br />

can only record a single Page View before the reader leaves.<br />

Time-on-Page is the average time a reader spends on a page<br />

while Time-On-Site is how long they spend on the site each day.<br />

<strong>Jeweller</strong> leads the world with a Daily Time of 21.50 minutes,<br />

while most other publications only manage 1-2 minutes. The<br />

more time spent on a website, the better the global ranking.<br />

The Bounce Rate measures the percentage of visits that<br />

consist of only a single page view. It indicates the percentage<br />

of readers that land on a website, and immediately leave<br />

(‘bounce off’) meaning a low bounce rate is optimal. Alexa<br />

records <strong>Jeweller</strong>’s Bounce Rate at less than 25 per cent.<br />

POSITION PUBLICATION COUNTRY PAGE VIEWS<br />

POSITION PUBLICATION COUNTRY<br />

DAILY TIME<br />

(IN MINUTES)<br />

POSITION PUBLICATION COUNTRY<br />

BOUNCE<br />

RATE<br />

1 <strong>Jeweller</strong> Australia 12.00<br />

2 Retail <strong>Jeweller</strong> India 8.60<br />

3 <strong>Jeweller</strong>s Network South Africa 6.00<br />

4 <strong>Jeweller</strong>y Business Canada 4.00<br />

5 Gold Book Magazine Turkey 4.00<br />

6 <strong>Jeweller</strong>y Net Asia Hong Kong 3.60<br />

7 Solitaire Magazine Singapore 3.00<br />

8 JCK USA 2.20<br />

9 <strong>Jeweller</strong>y Outlook UK 2.00<br />

10 The Jewelry Magazine India 2.00<br />

11 <strong>Jeweller</strong>y Focus UK 2.00<br />

12 Indian <strong>Jeweller</strong> India 2.00<br />

13 Canadian <strong>Jeweller</strong> Canada 2.00<br />

14 <strong>Jeweller</strong>y Monthly UK 2.00<br />

15 Instore Magazine USA 1.70<br />

16 Diamond World India 1.50<br />

17 National Jeweler USA 1.30<br />

18 Professional <strong>Jeweller</strong> UK 1.10<br />

19 Retail <strong>Jeweller</strong> Magazine UK 1.00<br />

20 Art of <strong>Jeweller</strong>y India 1.00<br />

21 <strong>Jeweller</strong>y World Australia 1.00<br />

22 The Retail Jeweler USA 1.00<br />

23 Preziosa Magazine Italy 1.00<br />

24 Bangkok Gems & <strong>Jeweller</strong>y Thailand 1.00<br />

25 Hong Kong <strong>Jeweller</strong>y Magazine Hong Kong 1.00<br />

26 The New <strong>Jeweller</strong> UAE / India 1.00<br />

27 Jewel Trendz India NO DATA<br />

28 Solitaire International Singapore NO DATA<br />

29 <strong>Jeweller</strong>y Time New Zealand NO DATA<br />

1 <strong>Jeweller</strong> Australia 21:50<br />

2 Retail <strong>Jeweller</strong> India 14:59<br />

3 <strong>Jeweller</strong>s Network South Africa 12.22<br />

4 <strong>Jeweller</strong>y Net Asia Hong Kong 02.60<br />

5 Art of <strong>Jeweller</strong>y India 02.49<br />

6 JCK USA 02.47<br />

7 Indian <strong>Jeweller</strong> India 02.47<br />

8 Gold Book Magazine Turkey 02.26<br />

9 <strong>Jeweller</strong>y World Australia 02.23<br />

10 Instore Magazine USA 02.12<br />

11 Diamond World India 02.03<br />

12 <strong>Jeweller</strong>y Outlook UK 01.53<br />

13 Solitaire Magazine Singapore 01.51<br />

14 National Jeweler USA 01.49<br />

15 <strong>Jeweller</strong>y Focus UK 01.32<br />

16 Professional <strong>Jeweller</strong> UK 01.28<br />

17 <strong>Jeweller</strong>y Business Canada 01.17<br />

18 The Jewelry Magazine India 01.05<br />

19 Retail <strong>Jeweller</strong> Magazine UK 00.60<br />

20 <strong>Jeweller</strong>y Monthly UK 00.34<br />

21 Jewel Trendz India NO DATA<br />

22 Solitaire International Singapore NO DATA<br />

23 Bangkok Gems & <strong>Jeweller</strong>y Thailand NO DATA<br />

24 The New <strong>Jeweller</strong> UAE / India NO DATA<br />

25 <strong>Jeweller</strong>y Time New Zealand NO DATA<br />

26 Canadian <strong>Jeweller</strong> Canada NO DATA<br />

27 The Retail Jeweler USA NO DATA<br />

28 Preziosa Magazine Italy NO DATA<br />

29 Hong Kong <strong>Jeweller</strong>y Magazine Hong Kong NO DATA<br />

2 <strong>Jeweller</strong> Australia 24.40%<br />

1 Retail <strong>Jeweller</strong> India 22.70%<br />

3 <strong>Jeweller</strong>y Net Asia Hong Kong 36.80%<br />

4 Retail <strong>Jeweller</strong> Magazine UK 45.50%<br />

5 <strong>Jeweller</strong>y Outlook UK 50.00%<br />

6 <strong>Jeweller</strong>y Business Canada 58.30%<br />

7 The Jewelry Magazine India 60.00%<br />

8 <strong>Jeweller</strong>y Focus UK 62.50%<br />

9 JCK USA 64.40%<br />

10 Art of <strong>Jeweller</strong>y India 69.20%<br />

11 Diamond World India 69.80%<br />

12 Professional <strong>Jeweller</strong> UK 72.20%<br />

13 Instore Magazine USA 72.70%<br />

14 <strong>Jeweller</strong>y World Australia 78.60%<br />

15 Indian <strong>Jeweller</strong> India 81.00%<br />

16 National Jeweler USA 82.30%<br />

17 Jewel Trendz India NO DATA<br />

18 <strong>Jeweller</strong>y Time New Zealand NO DATA<br />

19 Canadian <strong>Jeweller</strong> Canada NO DATA<br />

20 The Retail Jeweler USA NO DATA<br />

21 Preziosa Magazine Italy NO DATA<br />

22 Bangkok Gems & <strong>Jeweller</strong>y Thailand NO DATA<br />

23 Hong Kong <strong>Jeweller</strong>y Magazine Hong Kong NO DATA<br />

24 The New <strong>Jeweller</strong> UAE / India NO DATA<br />

25 <strong>Jeweller</strong>s Network South Africa NO DATA<br />

26 Gold Book Magazine Turkey NO DATA<br />

27 Solitaire Magazine Singapore NO DATA<br />

28 <strong>Jeweller</strong>y Monthly UK NO DATA<br />

29 Solitaire International Singapore NO DATA<br />

POSITION<br />

TRADING PLATFORM /<br />

PUBLICATION<br />

COUNTRY<br />

PAGE VIEWS<br />

POSITION<br />

TRADING PLATFORM /<br />

PUBLICATION<br />

COUNTRY<br />

DAILY TIME<br />

(IN MINUTES)<br />

POSITION<br />

TRADING PLATFORM /<br />

PUBLICATION<br />

COUNTRY<br />

BOUNCE<br />

RATE<br />

1 Idex* Israel 1.60<br />

2 Rapaport Magazine* USA 1.80<br />

1 Rapaport Magazine* USA 02:20<br />

2 Idex* Israel 02:06<br />

1 Rapaport Magazine* USA 54.60%<br />

2 Idex* Israel 63.70%<br />

All data collated as at 31 March <strong>2022</strong>


Completing my diploma in<br />

Completing my diploma in<br />

Gemmology has benefited<br />

Gemmology has benefited<br />

me<br />

me<br />

as<br />

as<br />

a<br />

a<br />

jeweller<br />

jeweller<br />

in<br />

in<br />

more<br />

more<br />

ways<br />

ways<br />

than<br />

than<br />

I<br />

I<br />

ever<br />

ever<br />

expected.<br />

expected.<br />

I have<br />

I have<br />

always<br />

always<br />

had<br />

had<br />

an<br />

an<br />

interest<br />

interest<br />

in in gemstones gemstones and and found found<br />

the the course course was was not not only only<br />

informative informative and and challenging<br />

but but immensely rewarding.<br />

Studying Studying with with the the GAA GAA has has also also<br />

allowed allowed me me to to meet meet like-minded<br />

like-minded<br />

people people from from many many facets facets of of the the<br />

jewellery jewellery industry industry and and grants grants me me access access<br />

to to resources resources that that I will I will continue to to use use<br />

throughout my my professional career.<br />

Emma Meakes FGAA<br />

<strong>Jeweller</strong>, John John Miller Design - WA - WA<br />

Diploma in<br />

Gemmology<br />

Enrolments now open<br />

For more information<br />

1300 436 338<br />

learn@gem.org.au<br />

www.gem.org.au<br />

Be<br />

Brilliant<br />

Gem-Ed<br />

Gem-Ed<br />

Australia<br />

Australia<br />

ADELAIDE BRISBANE HOBART MELBOURNE PERTH SYDNEY<br />

ADELAIDE BRISBANE HOBART MELBOURNE PERTH SYDNEY<br />

Passionately<br />

Passionately<br />

educating<br />

educating<br />

the<br />

the<br />

industry,<br />

industry,<br />

gem<br />

gem enthusiasts<br />

enthusiasts<br />

and<br />

and<br />

consumers<br />

consumers<br />

about<br />

about<br />

gemstones<br />

gemstones


REVIEW<br />

Gems<br />

Garnet Part III: A colourful history<br />

Above: Chopard;<br />

Tiffany & Co.; Hemmerle;<br />

Below: Louis Vuitton;<br />

Sanjay Kasliwal<br />

Red garnets have long been a prominent<br />

embellishment, symbol, and tool used<br />

across a variety of ancient and medieval<br />

cultures.<br />

Along with the favoured lapis lazuli,<br />

turquoise, and carnelian, garnet was<br />

often used in ancient Egyptian jewellery<br />

to depict symbols and stories sacred to<br />

the culture.<br />

In the Roman era, the jewels of the<br />

wealthy would often feature garnets of a<br />

rich colour, carved either into cabochons<br />

or into cameos of prominent figures<br />

or gods.<br />

Both in ancient Rome and ancient<br />

Greece, garnet signet rings were used as<br />

the seals on significant documents.<br />

During the Middle Ages, garnets were<br />

widely regarded as a gem with valuable<br />

protection properties.<br />

For this reason, they were often inlaid<br />

into the armour or decorative pieces of<br />

Anglo-Saxon and Celtic kings headed<br />

into battle.<br />

In these early times, the many varities<br />

of minerals and the differences between<br />

them were so poorly misunderstood, any<br />

red-coloured gem cut as a cabochon was<br />

referred to as a ‘carbuncle’.<br />

They may have been a ruby, spinel, or in<br />

many cases, the almandine and pyrope<br />

varieties of garnet.<br />

Around the turn of the 16th century, a<br />

deposit of pyrope garnet was discovered<br />

in Bohemia that later became an<br />

important source for centuries to come.<br />

These Bohemian garnets were famous<br />

for their fiery-red hue, becoming the gem<br />

of choice for jewellery of the Victorian<br />

era, as well as mourning jewellery for<br />

Queen Victoria following the death of<br />

Price Albert in 1861.<br />

In 1780, the French mineralogist R.J.<br />

Haüy, often titled the ‘Father of Modern<br />

Crystallography’, began to assess the<br />

physical properties of minerals in order<br />

understand, separate, and classify them.<br />

His work and the ongoing work of others<br />

led to the eventual establishment of<br />

six varieties of garnet by the early 20th<br />

century; pyrope, almandine, spessartine,<br />

uvarovite, grossular and andradite.<br />

In modern times, the discovery of green,<br />

purple, orage, pink, and even colourchange<br />

varieties has led to garnet<br />

featuring in a wide range of jewellery<br />

designs covering all price points, offering<br />

jewellery connoisseurs a garnet for<br />

almost every taste.<br />

Given the relative abundance of<br />

almandine and a hardness more<br />

suited to regular wear than that of<br />

glass, composite gems have long<br />

been manufactured both as a cheaper<br />

alternative, and to potentially deceive.<br />

Garnet topped doublets (GTDs) are<br />

faceted stones that are primarily glass<br />

(or similar cheap or soft material), with a<br />

thin sliver of almandine garnet secured<br />

to the crown.<br />

Often, these composites are not be<br />

recognised by the untrained eye and<br />

may be confused with ruby – a gem of<br />

significantly greater value.<br />

Colour: Various colours<br />

Found in: US, Russia,<br />

Kenya, Tanzania,<br />

Myanmar, Argentina,<br />

India, Zambia, Sri Lanka,<br />

Bavaria, Italy, Namibia,<br />

Madagascar, Mexico, Mali<br />

Mohs Hardness: 6.5-7.5<br />

Lustre: Vitreous<br />

Formula: General formula<br />

for garnet: A ³<br />

B ²<br />

C ³<br />

O ¹²<br />

However, when you know what you’re<br />

looking for garnet topped doublets<br />

are one of the easiest tricks to spot.<br />

Another feat made possible by modern<br />

technology is the synthetic gem material<br />

known as Yttrium Aluminium Garnet<br />

(YAG) and Gadolinium Gallium Garnet<br />

(GGG).<br />

These purely synthetic gems have no<br />

natural counterpart and are not silicate<br />

minerals as natural garnets are because<br />

they do not contain any silica.<br />

Regardless, YAGs and GGGs crystallize<br />

in the cubic crystal system in an<br />

arrangement very similar to that of<br />

the natural garnets, producing the<br />

familiar garnet dodecahedron forms.<br />

The presence of rare earth elements<br />

in YAGs and GGGs results in striking<br />

vivid colours, popular with lapidarists<br />

who fashion them into fantastic gems<br />

reminiscent of kryptonite.<br />

A staple revered throughout history and,<br />

to this day January’s birthstone, the<br />

family of gem garnets has cemented<br />

itself as a versatile and notable gem.<br />

Mikaelah Egan FGAA Dip DT<br />

began her career in the industry at<br />

Diamonds of Distinction in 2015. She now<br />

balances her role at the Gemmological<br />

Association of Australia with studying<br />

geology at the University of Queensland.<br />

Visit instagram.com/mikaelah.egan<br />

For more information on gems and<br />

gemmology, go to www.gem.org.au<br />

<strong>November</strong> <strong>2022</strong> | 35


CELEBRATING<br />

Local Talent<br />

EST. 1981<br />

GREAT WATCHES DESERVE<br />

A GREAT WATCH BATTERY<br />

LARA<br />

LAVERDURE<br />

Leaf Earring and<br />

Pendant Set<br />

Metal: Sterling silver<br />

Gemstones: Green<br />

tourmaline<br />

Lara Laverdure<br />

Queenstown, NZ<br />

Competitive Prices<br />

Keep your watch<br />

repair business<br />

alive and ticking<br />

Australia and New Zealand are not only home to some of the<br />

rarest gemstones in the world, but also the most talented jewellers.<br />

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FEATURE<br />

Retail in the Cloud<br />

YOU’RE HEADED<br />

to the<br />

CLOUD<br />

Cloud computing and technology quietly infiltrated the retail sector and<br />

now play a key role in the jewellery trade. SAMUEL ORD explores the key<br />

reasons why your store needs to make the most of the tools on offer.<br />

44 | <strong>November</strong> <strong>2022</strong>


I<br />

t wasn’t that long ago that ‘tools’ meant the<br />

items used by a jeweller to make any given ring,<br />

necklace or earring. These days a jeweller’s toolbox<br />

has grown to mean anything that a retailer can use to<br />

improve their business.<br />

Enter ‘cloud-based’ technology, SaaS (software as a service)<br />

and the subscription economy; that jeweller’s toolbox has<br />

become more like a tool shed!<br />

More importantly, and whether you like it or not, as a small<br />

business you will increasingly become reliant on all three -<br />

if you aren’t already.<br />

Even though you may not recognise the term, there’s little<br />

doubt that your business is likely involved in SaaS to some<br />

degree now.<br />

Based in Queensland, Retail Edge Consultants is a<br />

management consultancy business which specialises in<br />

jewellery retail operations. The company’s point-of-sales<br />

technology is installed in more than 3,500 stores worldwide –<br />

split between Australia, New Zealand and the US.<br />

The jewellery retail trade has evolved significantly in the<br />

past three decades and Retail Edge’s president David<br />

Brown has witnessed it all.<br />

“I think that we find ourselves at another pivotal moment<br />

in the history of the industry, particularly in terms of<br />

the relationship between digital presence and physical<br />

presence,” Brown explains.<br />

“It wasn’t always the way it is today – jewellery retail used to<br />

be a static industry that was very slow and very resistant to<br />

change. Recently, I’ve had to remind a lot of our clients that<br />

many of them had to be dragged kicking and screaming into<br />

the computerisation of their business in the first place.”<br />

SaaS is a trend in retail that has flourished as business owners<br />

increasingly realise that their competitor is no necessarily<br />

longer ‘down the street’ or in the next suburb - it could be<br />

someone in a different state or even overseas.<br />

The answer to the challenge posed by the double-edged sword<br />

of the digital economy? Well, one solution is the way that<br />

businesses can maximise their reach, efficiency and promote<br />

their brand to a much larger audience by new technology, often<br />

in the form of SaaS.<br />

Therefore, the double-edged sword of the digital economy<br />

also means your next customer could be different state or<br />

even overseas!<br />

EXPERTS SAY<br />

Tech Heads<br />

David Scheine<br />

Podium<br />

“According to our recent<br />

research, almost half [46<br />

per cent] of Aussies have<br />

deleted an email from a<br />

business without opening<br />

it in the past 24 hours,<br />

while almost two-thirds<br />

[62 per cent] have ignored<br />

an unsolicited call from a<br />

business in the past week.”<br />

Harshil Shah<br />

Diamonds on Call<br />

“With time, efficiency became<br />

obvious, and they adapted to<br />

the new way of working.<br />

We feel the number of<br />

retailers switching to this<br />

modern way of business will<br />

increase manifolds in the<br />

coming years.”<br />

David Brown<br />

Retail Edge Consultants<br />

“I think from an industry<br />

point of view there’s still a<br />

lot of conservatism when it<br />

comes to this kind of thing,<br />

and the core reason of course<br />

is privacy. <strong>Jeweller</strong>y retailers<br />

and business owners don’t<br />

want people to see their<br />

margins and they don’t<br />

want people to be able to<br />

identify what you might call<br />

their operational ’point of<br />

difference.”<br />

L to R: Palloys’ Livadi; Diamonds on Call<br />

Innovative Australians?<br />

Australian retailers often look to the US for inspiration as<br />

global trendsetters.<br />

Brown says that when it comes to technology there are<br />

some significant misconceptions about Australia’s place<br />

in the advancement hierarchy.<br />

“We tend to think of America as leading the charge when<br />

it comes to business technology but in the reality from my<br />

perspective is that many American retailers are far behind<br />

their Australian counterparts when it comes to this kind<br />

technology,” Brown advises.<br />

“A lot of [US] jewellery stores are still very much pen and<br />

paper. They’re behind where we [Australia] are because<br />

they’re focused on doing things manually. I see a lot more<br />

hesitancy, paranoia and conservatism from the US retailers,<br />

whereas Australian retailers tend to be more willing to<br />

explore tech options.”<br />

Definitions<br />

Before going any further it’s appropriate that we define<br />

and explain the difference and importance of cloud-based<br />

technology, SaaS, and the move towards a subscription<br />

economy.<br />

The simplest way to understand SaaS is to think back to a<br />

time - not that long ago - when you purchased accounting<br />

software such as MYOB; it came in a box, it was installed on<br />

your computer and you ‘owned’ it under license.<br />

Perhaps you had to pay someone to install the accounting<br />

program, and when MYOB announced a software update you<br />

could choose to buy it (paying an additional price) in order to<br />

install the upgrade. Or you may skip that ‘latest version’.<br />

The risk posed was that you might fall behind in the most<br />

up-to-date or advanced version of the software.<br />

That was the old days, then along came SaaS, perhaps<br />

unbeknown sneaking up on you.<br />

Today your accounting program - whether it be MYOB, Xero,<br />

or Reckon - are all sitting in the cloud as a part of what’s<br />

described as the ‘subscription economy’.<br />

SaaS is the supply of software, usually on a subscription basis,<br />

over the internet where there is no need to install and/or<br />

update software – it’s all done for you by the supplier.<br />

The supplier maintains the servers, databases, and other<br />

hardware - and stores your data - to ensure a seamless<br />

delivery of your needs, be they accounting or otherwise.<br />

<strong>November</strong> <strong>2022</strong> | 45


Retail in the Cloud | TECH FEATURE<br />

Podium<br />

Understanding SaaS<br />

Broadly speaking a SaaS-based application is any software<br />

that is not hosted or run on your premises. It is served directly<br />

to you, hosted, pre-configured and ready to use for its specific<br />

purpose. The user requires no hardware to be purchased<br />

for the software, has nothing to install and does not need to<br />

create data back-ups.<br />

Typically the user accesses the software via a web browser on<br />

any device, by simply paying a monthly or annual subscription<br />

fee to get access to the ready-made SaaS solution.<br />

SaaS is not a plugin and does not sit on your computers<br />

or other devices. One of the key tenets is that there is no<br />

need to invest in or establish your own infrastructure for<br />

maintaining software products or servers.<br />

The software is hosted externally in the cloud where the<br />

data – your emails, pictures and video – is stored on a<br />

network of Google servers and licensed and delivered via<br />

your internet browser.<br />

If you require an internet connection to properly run a<br />

service your business uses, there’s a good chance it’s<br />

probably cloud-based.<br />

Subscription economy<br />

The subscription economy refers to a shift away from the<br />

traditional pay-per-product model, such as the example<br />

provided earlier concerning buying the MYOB program and<br />

installing it on your computer.<br />

This new system involves selling recurring subscriptions to<br />

consumers in exchange for access to a product or service<br />

over time.<br />

Often, but not always, these subscriptions can be paused or<br />

cancelled. Think Netflix, Amazon Prime, Spotify and so on.<br />

It’s important to know that not all SaaS is subscription based.<br />

Gmail falls into this category, as it is free. Having signed-up<br />

for Gmail, the user then has an email account to be used<br />

anytime, anywhere in the world free of charge.<br />

Therefore not all SaaS requires a subscription payment -<br />

there are many free SaaS services - but they all use cloud<br />

technologies.<br />

That said, many people confuse SaaS and cloud based<br />

products believing them to be the same. Cloud-based<br />

products and services may sound like they’re referring to the<br />

same thing, however they are different.<br />

While a service such as MYOB exists ‘in the cloud’ it will most<br />

EXPERTS SAY<br />

Tech Heads<br />

Susan Davidson<br />

Rareworks<br />

“Retailers are increasingly<br />

looking for cloud-based<br />

software solutions.<br />

Customer expectations have<br />

changed from 9-5 access to<br />

24/7 availability. To compete<br />

in this climate, businesses<br />

need more flexibility and<br />

accessibility outside of their<br />

brick-and-mortar stores.”<br />

Munmun Baishya<br />

McKinsey Digital<br />

“An increasing number of<br />

leaders have come to recognise<br />

the critical role of the public<br />

cloud in facilitating their<br />

technological reinvention.”<br />

Melissa Dean<br />

Deloitte Australia<br />

“Loyalty programs that<br />

seamlessly bridge channels<br />

strengthen brand to consumer<br />

connection through well-known<br />

reward schemes encourage<br />

repeat purchase behaviour.”<br />

likely be a SaaS-based application, however; your cloud-based<br />

services may not always be SaaS-based.<br />

In a nutshell, the cloud was developed as a way to share data<br />

faster and more effectively. A cloud-based product or service<br />

is anything running in the cloud which will cover many other<br />

areas of IT including platforms and applications, hosted in the<br />

cloud.<br />

In other words, the largest difference – or explanation - is that<br />

SaaS is only one part of the larger cloud.<br />

Why this matters to you<br />

By now you’re probably left with one question – why should I<br />

care?<br />

The answer is that a well considered strategy of SaaS tools<br />

can completely transform the business of a jewellery retailer.<br />

SaaS tools present the opportunity to better manage your<br />

store and increase sales and profits.<br />

How?<br />

Think of it as a method of outsourcing of the important parts<br />

of your business that don’t relate to retailing to customers<br />

directly. Those time-consuming areas such as administration,<br />

stock control, buying, marketing and so on.<br />

SaaS tools allow you to effectively hand over the creation,<br />

implementation, maintenance and updating of business<br />

software to the experts, so that you can get on with doing what<br />

you do best - selling to consumers.<br />

Over the past decade there has been an enormous shift<br />

in growth strategies for businesses, brought about by an<br />

increasing preference by consumers and businesses to<br />

subscribe to services, rather than outright purchase products.<br />

This trend gathered speed during the global pandemic,<br />

when everyone re-evaluated their lives. Consumers carefully<br />

considered what was important to them, and businesses<br />

evaluated why they operated in certain ways, and assessed<br />

the value of different procedures under new, often harsher<br />

circumstances.<br />

The astute asked one question more-often-than not – why?<br />

Why stick to the traditional methods? Why can’t this business<br />

operate with fewer expenses, more efficiently?<br />

This self analysis paired well with the newfound formula for<br />

increasing sales focused on monetising long-term customer<br />

relationships rather than selling products. These market<br />

shifts are driven by new models of consumption.<br />

46 | <strong>November</strong> <strong>2022</strong>


for over 40 years<br />

Rareworks<br />

In short, consumer preferences have changed and<br />

businesses are beginning to understand that if they<br />

don’t meet their customers where they want to be,<br />

one of their competitors will.<br />

It’s all about managing your business better and in<br />

different ways - using new technology - in order to<br />

compete in the digital economy.<br />

Consider the following<br />

There is almost nothing that is not covered by a<br />

SaaS retail solution, some of which you may not<br />

have previously considered. They are all designed<br />

to reduce your workload and improve efficiency and<br />

productivity.<br />

Website management is one major area of<br />

advancement in recent years, lining up well with<br />

increased consumer expectations. Business<br />

websites offer more today than at any point in the<br />

history of the internet.<br />

Presenting potential customers with a highquality<br />

website affords your business a range of<br />

benefits – credibility, lead generation, organic<br />

traffic, the opportunity to showcase your unique<br />

brand, and the chance to provide updates and<br />

announcements. Managing all of these utilities<br />

is made simpler using SaaS, rather than a<br />

dedicated in-house IT staff.<br />

Furthermore, customer service capabilities are<br />

expanding, and perhaps most importantly, time is<br />

saved – whether it be because simple questions are<br />

easily answered online, avoiding lengthy phone calls<br />

with confused customers, or because inventory<br />

management can become somewhat automatic.<br />

Another important component of this increasingly<br />

complex digital landscape for retailers is reputation<br />

management – something many SaaS programs<br />

attempts to manage.<br />

Through a business such as Podium, a retailer can<br />

respond to a customer’s enquiries and schedule a<br />

consultation, send automated reminders ahead of<br />

their appointment, issue a one-touch payment link<br />

after they make a purchase and collect a Google<br />

review after their interaction is over.<br />

With Podium, it’s all done via SMS, so even<br />

for new customers it’s a familiar and easy to<br />

navigate system.<br />

According to Dave Scheine, country manager<br />

at Podium, businesses wildly misunderstand<br />

Australian consumers relationships with email<br />

as a platform.<br />

“According to our recent research, almost half of<br />

Aussies have deleted an email from a business<br />

without opening it in the past 24 hours, while almost<br />

two-thirds have ignored an unsolicited call from a<br />

business in the past week.”<br />

He continues: “Meanwhile 49 per cent say that<br />

businesses that use SMS to communicate appear<br />

more professional than those that don’t. Threequarters<br />

of Australians say they’re reliant on SMS<br />

reminders to manage their day-to-day life tasks,<br />

while 69 per cent say an SMS reminder has saved<br />

them from missing an upcoming appointment.”<br />

So what’s the key takeaway from this research?<br />

Consumer expectations are changing and<br />

businesses must keep up or risk falling behind.<br />

Scheine says that if your business isn’t<br />

communicating with customers using methods<br />

that suit their tastes, it won’t take long before a<br />

competitor captures their attention.<br />

“Take York <strong>Jeweller</strong>s, for example,” he says. “They<br />

wanted to generate more reviews and provide more<br />

streamlined customer communications, so they<br />

engaged Podium. They use Webchat to engage with<br />

their customers at every stage of their journey, and<br />

eviews to collect more Google reviews after the<br />

completion of a sale or customer interaction.”<br />

“The results speak for themselves. They’ve<br />

received over 400 total inbound leads in the past<br />

year, including 321 from Webchat, and facilitated<br />

650 customer conversations. What’s more, prior<br />

to Podium, they had 32 Google reviews with an<br />

average rating of 4.6. Through Podium, they now<br />

have over 360 reviews with an average rating of 4.9.<br />

They’re just one of thousands of businesses, many<br />

of them jewellery retailers, seeing similar results.”<br />

Further options<br />

All of the SaaS programs which address customer<br />

service management aim for one thing – more time<br />

available for you with customers, face-to-face.<br />

Inventory management was once one of the most<br />

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<strong>November</strong> <strong>2022</strong> | 47<br />

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Retail in the Cloud | TECH FEATURE<br />

Real-time inventory view: How the cloud could help<br />

The Cloud as Catalyst for Retail, McKinsey & Company<br />

QUICK GUIDE TO<br />

SaaS – Software as a Service<br />

What does it all mean? SaaS is a way of<br />

delivering applications that a business may<br />

use to operate over the Internet. Instead of<br />

installing and maintaining software using an<br />

in-house IT department, business owners and<br />

employees are able to access the applications<br />

via the internet, freeing themselves from<br />

software and hardware management.<br />

Apart from the obvious general business and<br />

administration software such as accounting<br />

and POS, there are many jewellery specific<br />

SaaS services on offer that include:<br />

4 Gemstone and diamond trading platforms<br />

4 <strong>Jeweller</strong>y and watch auction sites<br />

4 Diamonds search<br />

4 <strong>Jeweller</strong>y repair tracking and management<br />

4 <strong>Jeweller</strong>y appraisal management<br />

4 CRM - Customer Relation Management<br />

4 <strong>Jeweller</strong>y Virtual Try-on<br />

4 Customised design<br />

4 eCommerce<br />

4 Email marketing and automation<br />

4 Retail store staff management<br />

Advantages<br />

• Flexible payments: Transitioning costs to<br />

a recurring operating expense allows many<br />

businesses to practice more predictable<br />

budgeting.<br />

• Scalability: Cloud services like SaaS offer<br />

high scalability, which gives customers the<br />

option to access more or fewer services or<br />

features on demand. Services can be expanded<br />

or retracted to fit the size of the business.<br />

• Automatic updates: Rather than purchasing<br />

new software, can rely on a SaaS provider to<br />

automatically update and patch management.<br />

This reduces the burden on in-house IT staff.<br />

• Accessibility and persistence: Since SaaS<br />

vendors deliver applications over the internet,<br />

users can access them from any internetenabled<br />

device and location.<br />

• Customisation: SaaS applications are often<br />

customisable and can be integrated with other<br />

business applications.<br />

Disadvantages<br />

• Uncontrollable issues: Should a provider<br />

experience service disruptions, or perhaps a<br />

security breach, there’s little the user can do<br />

but wait for the issue to be resolved.<br />

• Unexpected changes: If the provider upgrades<br />

to a new version of an application, it will roll out<br />

to all customers, regardless of whether or not<br />

the customer wants the newer version.<br />

• Security: Cloud security is often the biggest<br />

cause for hesitancy among retailers.<br />

businesses. It can be painstakingly repetitive and<br />

diverts your time and attention from other facets of<br />

the business.<br />

It’s difficult to focus on improving the efficiency of<br />

your business, adding new products or promotions, or<br />

generally improving your brand when you’re trapped in<br />

the store room with a clipboard!<br />

SaaS programs are able to accurately inform you how<br />

much stock you have on hand and using forecasting,<br />

can also advise on when you need to restock in order to<br />

avoid shortages. There are fewer things more grating<br />

to a customer than hearing that a coveted piece of<br />

jewellery is out of stock.<br />

Error reduction is perhaps the most obvious benefit<br />

when it comes to managing inventory in the cloud.<br />

The automated nature of the software means that<br />

inevitable human errors are eliminated. Cutting down<br />

on missed orders or incorrect information saves your<br />

business time and money.<br />

Meeting, and in some cases exceeding, the<br />

personalised security requirements of a store or<br />

business has never been easier with the decreasing<br />

cost of security equipment and the rise of accessibility<br />

as a result of cloud technology.<br />

For jewellers, connecting security cameras with a<br />

cloud service is a recipe for a safe and secure business<br />

– even in the event that thieves interfere with the<br />

cameras themselves. When the footage from security<br />

cameras is backed up on the cloud, access is easy and<br />

simple around the clock.<br />

Recorded CCTV footage is available and accessed<br />

anywhere at any time via a computer, mobile or tablet.<br />

Using the cloud can simplify the process of retrieving<br />

video information – even in the event that thieves<br />

damage the camera itself.<br />

Marketing is made easier with services designed<br />

handle outbound emails and newsletters as well as<br />

handling loyalty programs.<br />

Deloitte Australia partner Melissa Dean advises any<br />

retailer looking to maximise sales this holiday period<br />

must consider a well-oiled loyalty program.<br />

“Loyalty programs that seamlessly bridge channels<br />

strengthen brand to consumer connection through<br />

well-known reward schemes encourage repeat<br />

purchase behaviour,” she explains.<br />

“Loyalty programs also create additional, high impact<br />

touchpoints for greater customer understanding<br />

and value delivery improvement. Having a single<br />

customer view allows you to know your customer,<br />

and is your greatest strength in delivering excellence<br />

through personalisation, driving higher value business<br />

outcomes.”<br />

Dean suggests that cloud-based software is an<br />

excellent method for managing such programs.<br />

“Cloud-based systems can effectively underpin multichannel<br />

selling. They allow for a seamless shopping<br />

experience by efficiently supporting retailers with<br />

real-time visibility of stock quantities and locations,<br />

inventory syncing and integration, tracking, reporting,<br />

forecasting, customer, vendor management and<br />

more.”<br />

Buying and selling<br />

The logistics associated with acquiring diamonds and<br />

gemstones has been revolutionised by online trading<br />

platforms, such as RapNet, Get-Diamonds and IDEX.<br />

One relatively new face to the scene is Diamonds<br />

On Call – based in Hong Kong, the trading network<br />

recently celebrated five years of operation.<br />

Diamonds On Call founder Harshil Shah says he<br />

expects the increase in retailer interest in the cloud<br />

and SaaS to continue long into the future.<br />

“If you remember, post-recession diamond prices<br />

dropped rapidly and then picked up again from 2010<br />

to 2013. From 2013 to 2020 the market kept dropping<br />

from 5-10 per cent every quarter and hit a sharp low of<br />

almost 40 per cent during the pandemic,” he explains.<br />

“This was also during the times when cloud-based<br />

systems were introduced to almost all spheres and<br />

industries anew. And the retailers who initially were<br />

hesitant saw the opportunity to save time, effort and<br />

money and came on board to survive.”<br />

He added: “With time, efficiency became obvious, and<br />

they adapted to the new way of working. We feel the<br />

number of retailers switching to this modern way of<br />

business will increase manifolds in the coming years.”<br />

With an ever-growing number of programs and<br />

tools being made available to businesses to handle<br />

48 | <strong>November</strong> <strong>2022</strong>


If If you have a<br />

workshop, you’ll<br />

fall in love with a<br />

ProLaser Easy<br />

Desktop<br />

Laser Welder.<br />

L to R: Rareworks; Rapnet<br />

inventory management, customer data, and store<br />

security, Retail Edge Consultants Brown says that<br />

unsurprisingly, privacy remains a pivotal point of<br />

interest for retailers.<br />

“I wouldn’t say that I’m seeing a big ‘movement’<br />

when it comes to retailers endorsing a wide range<br />

of cloud technologies, however, we have cloud<br />

options available to all of our clients because many<br />

do want the option,” he says.<br />

“I think from an industry point of view there’s still<br />

a lot of conservatism when it comes to this kind<br />

of thing, and the core reason of course is privacy.<br />

<strong>Jeweller</strong>y retailers and business owners don’t want<br />

people to see their margins and they don’t want<br />

people to be able to identify what you might call<br />

their operational ‘point of difference.’<br />

“Some feel that because it’s all going ‘online’ and<br />

is being stored in some data centre they may never<br />

visit, that they are exposed to security flaws. But<br />

still, I would describe the interest as growing.”<br />

Rareworks is another recent addition to the<br />

industry, beginning in 2021 as RFID specialists.<br />

The business has since expanded to include an<br />

e-commerce platform, augmented reality, POS,<br />

business analytics and finance options – all created<br />

with the jewellers needs in mind.<br />

Rareworks’ chief operating officer Susan Davidson<br />

agreed with Brown and said that soon, it may be<br />

impossible for tech-hesitant retailers to compete<br />

with those that embrace emerging opportunities.<br />

“Retailers are increasingly looking for cloud-based<br />

software solutions. Customer expectations have<br />

changed from 9-5 access to 24/7 availability. To<br />

compete in this climate, businesses need more<br />

flexibility and accessibility outside of their brickand-mortar<br />

stores,” Davidson explains.<br />

“Whether it’s remote access to a POS to maintain<br />

an up-to-the-minute integrated website or the<br />

ability to log in to a cloud based book-keeping<br />

system, the need to work from any location is<br />

driving companies to transition to cloud-based<br />

systems. Cloud-based POS, accounting and human<br />

resource systems are vital for success today.<br />

Having a global cloud-based fleet of systems that<br />

work is what makes a modern-day business stand<br />

out from the rest.”<br />

Don’t fall behind<br />

It’s one thing to merely say – don’t fall behind. It’s<br />

another thing entirely for owners and managers<br />

to stay competitive via the mastery of emerging<br />

software technologies, especially when juggling the<br />

already time consuming responsibilities of running<br />

a business.<br />

As part of a report for McKinsey Digital, associate<br />

partner Munmun Baishya explains the evolving<br />

landscape for retailers: “Retail today is in the midst<br />

of an exciting revolution in which power has shifted<br />

from the retailer to the consumer.”<br />

“Consumers are influencing product trends<br />

through reviews and social media, doing extensive<br />

product research online, and expecting a seamless<br />

omnichannel experience across all touchpoints,”<br />

Baishya adds.<br />

“Businesses’ demands for tech-enabled capabilities<br />

are compelling technology executives to advance<br />

and accelerate their technology-adoption<br />

schedules. An increasing number of leaders have<br />

come to recognise the critical role of the public<br />

cloud in facilitating their technological reinvention.”<br />

Retailers face pressure to deliver new business<br />

capabilities faster. This, in turn, shrinks retailers’<br />

margins and impacts all aspects of the retail value<br />

chain in some way, shape, or form.<br />

For those hesitant to explore SaaS options, it’s<br />

important to remember that while learning and<br />

implementing new programs and services can be<br />

daunting the aim in the long run is to create a more<br />

efficient business, saving time and energy.<br />

Learning to use a program like MYOB was once a<br />

daunting prospect too – today, it’s second nature<br />

for most. The number of SaaS services being<br />

developed specifically for jewellery retailers and<br />

store managers increases every year (see panel<br />

opposite).<br />

Perhaps some day soon, many of the SaaS<br />

programs discussed above will feel so interwoven<br />

into your business that they’re an all-but invisible<br />

aspect of your efficient, time-rich business.<br />

Designed &<br />

manufactured in<br />

Italy.<br />

Precise.<br />

Repeatable.<br />

4 x variants.<br />

And totally<br />

beautiful...<br />

Contact us today<br />

Contact us us today<br />

Contact 1300 926 us 296<br />

1300 1300 926 926 296 296<br />

today<br />

1300 61 3889 926 296 1666<br />

<strong>November</strong> 61 61 7 3889 7 <strong>2022</strong> 1666<br />

| 49<br />

61 anthony@evotechpacific.com.au<br />

anthony@evotechpacific.com.au<br />

3889 1666<br />

anthony@evotechpacific.com.au<br />

www.evotechpacific.com.au<br />

www.evotechpacific.com.au<br />

www.evotechpacific.com.au


Retail in the Cloud<br />

ADVERTISEMENT<br />

Rareworks<br />

with Susan Davidson, Chief Operating Officer<br />

Est. 2021<br />

RAREWORKS.IO • +61 7 3053 5590 • marketing@rareworks.io<br />

facebook.com/rareworkssuite<br />

@rareworkssuite<br />

linkedin.com/company/rareworkssuite<br />

Rareworks, powered by TJS and<br />

Irys, helps jewellers focus on sales,<br />

customers, and designs by streamlining<br />

your day-to-day. Starting with RFID<br />

inventory management and Swim POS,<br />

our customised product line now includes<br />

an e-commerce platform, augmented<br />

reality, business analytics, and finance<br />

options - all created with the jeweller’s<br />

needs in mind.<br />

Our innovative cutting-edge solutions help<br />

increase sales, lower expenses,<br />

and engage with customers in unique<br />

and memorable ways.<br />

Why should jewellery retailers consider<br />

using Rareworks?<br />

Rareworks has a positive impact<br />

throughout your jewellery business –<br />

RFID improves stock control, optimises<br />

inventory purchases, boost sales, and<br />

reduce holding costs.<br />

Swim Cloud-based POS, developed in<br />

Australia, was designed by a jeweller for<br />

jewellers. It was created with you in mind.<br />

Swim covers your store processes in<br />

an easy-to-use, feature-rich jewelleryspecific<br />

business management system.<br />

Free up time for staff to focus on sales,<br />

designs, and client engagement rather<br />

than counting stock and paperwork.<br />

What benefits can your business offer<br />

jewellery stores?<br />

Swim stands for Savings With Improved<br />

Management.<br />

Rareworks products deliver that outcome<br />

to our clients via streamlined sales and<br />

operations, unique and memorable<br />

customer engagement, and advanced<br />

inventory management technology.<br />

The end result is saving jewellers the time<br />

they need to make every moment count!<br />

What unique benefits does your business<br />

offer that your competitors cannot?<br />

Rareworks caters exclusively to jewellers<br />

worldwide, with an extensive global<br />

footprint.<br />

With our streamlined and integrated<br />

products, jewellers can incorporate new<br />

technologies into their vision for their<br />

businesses and gain an advantage over<br />

competitors.<br />

We innovate and create solutions whose<br />

benefits tackle many of the challenges of<br />

the jewellery industry.<br />

Curated consultations help business<br />

owners understand what processes and<br />

business changes can be made that have<br />

the most value for their business and its<br />

operating model.<br />

Our industry knowledge and domain<br />

expertise, coupled with the suite of<br />

solutions we offer, help jewellers achieve<br />

their goals.<br />

With one integrated system backed by<br />

our exceptional training and support<br />

services, we help to automate, manage,<br />

and standardise across environments<br />

to create visibility and strengthen<br />

profitability. This is what sets<br />

us apart from the other industry players.<br />

Describe the typical user of Rareworks?<br />

Rareworks’ solutions span independent<br />

mom-and-pop shops and multichain<br />

retailers and wholesalers.<br />

Are there any options for integration<br />

with existing software?<br />

Rareworks RFID is already integrated<br />

with many POS systems around the<br />

world, of course including Swim.<br />

Swim is integrated with Shopify, Tiara<br />

E-Commerce, Xero, Clicksend and more<br />

to come!<br />

RAREWORKS<br />

Top 3<br />

Advantages<br />

• Individualised<br />

consultation<br />

guides owners<br />

on the path to<br />

adding more<br />

value to their<br />

business.<br />

• A singlue<br />

integrated<br />

system with<br />

quality training<br />

and support.<br />

• Easy-touse<br />

program<br />

that reduces<br />

energy spent<br />

completing<br />

timeconsuming<br />

administrative<br />

tasks.<br />

How does pricing work with your<br />

platform?<br />

Swim offers monthly and annual plans,<br />

tailored to your business size and<br />

profile. Anyone interested is specific<br />

pricing structures can find the listings<br />

on our website, or contact us for further<br />

information.<br />

Our RFID solutions include hardware<br />

and software, priced as a combination<br />

of licenses and annual maintenance<br />

contracts.<br />

We also offer a variety of RFID tags<br />

in different colours, form factors, and<br />

functionality using a volume-based<br />

pricing approach.<br />

Can your software offer API integration<br />

and if so, how does that take place?<br />

We offer API integration and software<br />

development kits for some our products.<br />

As I mentioned earlier, anyone who has<br />

specific needs is free to contact us in<br />

order to discuss the finer points – every<br />

client we work with is unique in some way<br />

and we’re ready to meet requirements.<br />

What have been the major advances in<br />

RFID in the past three years?<br />

Integrations with e-commerce and<br />

virtual try-on elevate the already<br />

substantial benefits of Rareworks RFID<br />

and Swim POS.<br />

Any additional comment or information<br />

you’d like to share about your business?<br />

The Rareworks team is our biggest asset!<br />

No matter what the product is, you need<br />

the right people to back it up.<br />

Everyone, from our CEO to the newest<br />

hire, is invested in and accountable for the<br />

each and every long-term relationship. The<br />

outcome is the support, product growth,<br />

and availability you need for success.


Retail in the Cloud<br />

ADVERTISEMENT<br />

Diamonds On Call<br />

with Harshil Shah, Founder and CEO<br />

Est. 2017<br />

DIAMONDSONCALL.COM • +61 1800 841 842 • info@diamondsoncall.com<br />

facebook.com/diamondsoncall @diamondsoncall linkedin.com/company/diamondsoncall @diamondsoncall<br />

To make all varied types of polished<br />

diamonds, certified and parcel,<br />

accessible online around the world<br />

and to design a simple online platform<br />

where jewellers can buy and receive<br />

diamonds with single click.<br />

Why should jewellery retailers consider<br />

using Diamonds On Call?<br />

We function as a real-time virtual<br />

window between diamond sellers<br />

and buyers, bridging the gaps in the<br />

jewellery supply chain.<br />

Diamonds On Call is a business-to-business<br />

diamond e-commerce platform and the<br />

winner of the JWA Industry Innovation<br />

Award for 2021. Our web portal allows<br />

jewellers, diamond retailers and buyers<br />

across the world purchase diamonds<br />

from suppliers with a single click. We are<br />

an ecosystem of more than 20 DTC sight<br />

holders, 700-plus diamond manufacturers<br />

and 1500-plus retailers and jewellers<br />

completing transactions every day for<br />

natural and lab-created diamonds.<br />

What benefits can your business offer<br />

jewellery stores?<br />

Our portal carries a live inventory of millions<br />

of stones, where the jewellers find their<br />

perfect match and place orders.<br />

We offer transparent pricing, with no hidden<br />

cost or registration fees. Compare prices<br />

offered by suppliers. The inventory is live and<br />

members can purchase or hold diamonds in<br />

real- time. We offer exclusive CRM support<br />

with 24/7 access to a dedicated manager<br />

as per the preferred time zone. Diamonds<br />

On Call also carries complete supply<br />

management - we take care from A to Z;<br />

from sourcing, ordering to quality assurance<br />

and delivery.<br />

What unique benefits does your business<br />

offer that your competitors cannot?<br />

Buyers can choose to keep all their orders<br />

under one invoice or shipment, as per their<br />

requirement with consolidated invoicing and<br />

shipping.<br />

Our experts physically examine all the<br />

diamond including eye-clean and with no<br />

BGM as a part of an independent quality<br />

check. We adhere to a one-time KYC filing<br />

policy that saves a lot of effort and time<br />

of jewellers from filing documents for<br />

each and every supplier they deal with on<br />

our platform. Full logistical support is an<br />

important aspect of our platform, with full<br />

assurance of safety and security we provide<br />

door-to- door insurance. Diamonds On<br />

Call’s API integration and plugin allows<br />

purchasers to hold and confirm orders<br />

using right from their website.<br />

Describe the typical user of Diamonds<br />

On Call?<br />

<strong>Jeweller</strong>s, retailers and manufacturers,<br />

jewellery designers and chains of jewellery<br />

stores dealing exclusively in diamond<br />

jewellery pieces. We cater to jewellers<br />

primarily based in Singapore, Hong Kong,<br />

Australia, Europe, Canada, and some<br />

regions of southeast Asia, as well as the<br />

US and UK.<br />

Are there options for integration with<br />

existing software?<br />

Yes - our exclusive API integration and<br />

plugin option lets clients of our customers<br />

search, hold and buy diamonds from our<br />

inventory, via their website.<br />

How does pricing work on your platform?<br />

We are proud of our transparent pricing<br />

structure whereby any buyer can<br />

compare the supplier’s price and ours<br />

and see that buying from our platform is<br />

inexpensive. Furthermore, buying diamonds<br />

from our portal is always cost-effective<br />

because of the high negotiation ability we<br />

have, topped with consolidated shipments<br />

and single invoice structure.<br />

Does your business offer<br />

demonstrations?<br />

Any jeweller can simply visit our website and<br />

request a demo. A dedicated relationship<br />

manager from our sales team will get in<br />

touch with them at their convenience, in the<br />

working hours of their time zone and take<br />

DIAMONDS<br />

ON CALL<br />

Top 3<br />

Advantages<br />

• Consolidated<br />

billing and<br />

shipments<br />

for those<br />

that prefer to<br />

keep all their<br />

orders under<br />

one invoice/<br />

shipment.<br />

• API integration<br />

and plugin<br />

allowing users<br />

to hold and<br />

confirm orders<br />

conveniently<br />

from their<br />

website.<br />

• Independent<br />

quality checks<br />

performed<br />

by experts<br />

ensuring<br />

diamonds are<br />

eye-clean with<br />

no BGM.<br />

them through the workings of the website as<br />

well as the mobile app.<br />

Can your software offer API integration<br />

and if so, how does that take place?<br />

Yes - directly visit the website, choose the<br />

‘Diamond Feed Connect’ option i.e., API or<br />

plug-in and one of our dedicated personnel<br />

from the CRM team will contact you to<br />

understand your requirements and along<br />

with an IT team member, will help you setup<br />

the API or plugin. Once the integration is<br />

done, the jewellers will only have to deal<br />

with one feed format for accessing the<br />

entire live inventory. They can choose to<br />

filter in or out any supplier’s inventory<br />

specifically as per their preference and can<br />

also has multiple filters to stream down the<br />

options and create a customised feed to be<br />

displayed on their website.<br />

What specific functions on your platform<br />

help jewellers sell more diamonds?<br />

There are several answers to this question,<br />

but the most important is that we provide<br />

security, convenience and comprehensive<br />

solutions. <strong>Jeweller</strong>s significantly saves time<br />

and money while working with Diamonds<br />

On Call. Our offerings include but are not<br />

limited to; a vast collection of diamonds in<br />

the live inventory, effortless coordination<br />

and free registration, easy access to readyto-sell<br />

diamonds from around the world,<br />

quick delivery, consolidated shipment and<br />

invoicing, so they can focus on making<br />

jewellery instead of procurement of<br />

diamonds.<br />

Any additional comment or information<br />

you’d like to share about your business?<br />

We recently celebrated five years of<br />

operation and have sold 70,000 diamonds<br />

so far. We have a well-structure operations<br />

team of experts who perform quality checks<br />

on shipments. Diamonds On Call is proud<br />

to possess a very well-maintained network<br />

of suppliers including DTC sight holders,<br />

and we are coming up with some dashing<br />

new technological innovations and tools and<br />

features that’ll help jewellers’ boost their<br />

businesses.


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Retail in the Cloud<br />

ADVERTISEMENT<br />

Retail Edge Consultants<br />

with David Brown, Founder and President<br />

Est. 1996<br />

RETAILEDGECONSULTANTS.COM.AU • +61 7 5574 0322 • info@retailedgeconsultants.com<br />

@theedgesoftware<br />

linkedin.com/company/retail-edge-consultants<br />

Retail Edge is a management consulting<br />

company that, as a result from demand<br />

from retailers dissatisfied with their<br />

existing system, sourced the world’s<br />

leading jewellery software.<br />

The retailers wanted a feature rich,<br />

reliable system with strong support,<br />

all at a realistic price. TheEdge was<br />

the answer!<br />

Why should jewellery retailers consider<br />

using Retail Edge?<br />

We’re offering the most comprehensive<br />

system in the market and we’re a full<br />

service company.<br />

We have a team of client services people<br />

working full-time to work with our clients<br />

and handle any incoming calls and we<br />

are the only business in the Australasian<br />

jewellery industry that provides industry<br />

trends, analysis and information.<br />

We’ve got programmers working hard to<br />

deliver programs that address staffing,<br />

customer and inventory management<br />

needs for our clients.<br />

The fact that we have stood the test of<br />

time is important, we’ve been around 20-<br />

plus years now and we’re still growing.<br />

Other companies have stagnated or began<br />

to decline in membership but that’s not<br />

the case for us.<br />

What benefits can your business offer<br />

jewellery stores?<br />

Electronic invoicing is a significant<br />

component of what we offer and I<br />

think that comes as a huge benefit<br />

to our clients.<br />

I mentioned the trends anaylsis earlier,<br />

I think that’s really unique.<br />

The advice and education and mentoring<br />

are probably our primary offering.<br />

Recently, one of the ideas we’ve been<br />

emphasising to our clients is that we are<br />

a single source for problem resolution.<br />

Whether it’s improved financials, healthier<br />

stock, business growth strategy, or staff<br />

performance and retention, we’re offering<br />

it all and more.<br />

If our clients have any issue with their<br />

business we want them to undersand they<br />

can come to us and we’ll work with them<br />

to generate the solution.<br />

What unique benefits does your business<br />

offer that your competitors cannot?<br />

More recently we’ve begun offering<br />

Edge Pulse.<br />

You’ve got your point-of-sale system<br />

which is located at the store, and now,<br />

we’re offering a mobile app which allows<br />

business owners to access all the key<br />

information from devices away from<br />

the store.<br />

It’s got excellent mobile functionality,<br />

real time statistics and all the data you<br />

might find yourself needing when you’re<br />

away from the store.<br />

It all circles back to that concept of being<br />

a full service business.<br />

It’s not just a matter of offering the tools.<br />

The name is Retail Edge Consultants.<br />

We don’t just give our clients the tools,<br />

we work with them to make sure they<br />

maximise sales and maximise profit.<br />

Describe the typical user of Retail Edge?<br />

Every client we work with is an<br />

independent jewellery store, however, they<br />

come in all different shapes and sizes.<br />

We’ve got your small mum-and-dad<br />

RETAIL EDGE<br />

Top 3<br />

Advantages<br />

• Only business<br />

in the<br />

Australian<br />

jewellery<br />

industry<br />

offering trends<br />

analysis<br />

• Able to address<br />

a diverse range<br />

of issue that<br />

may impede a<br />

business<br />

• Multiple fulltime<br />

client<br />

services staff<br />

to provide<br />

quality,<br />

knowledgeable<br />

support to our<br />

clients<br />

jewellery stores with $300,000 in turnover,<br />

and then we work with larger retailers<br />

doing many millions in sales.<br />

We work with multi-store operations and<br />

cover anything that falls into the industry<br />

itself, whether it be diamonds jewellery,<br />

other gemstones, etcetera.<br />

We don’t work with major chains, our<br />

clients are all independents.<br />

Are there any options for integration<br />

with existing software?<br />

Whether it’s financing, jewellery<br />

valuations, or insurance, we’re across<br />

a very wide variety of programs and we<br />

offer a strong level of integration.<br />

We believe that it’s important that there<br />

are more and more tools available for<br />

our clients all the time and as a result we<br />

make it a priority to be adept and relevant<br />

so that we can meet their needs when<br />

they arise.<br />

We need to be relevant to the industry as<br />

it is today, not as it was yesterday. It’s a<br />

very dynamic industry and we need to be<br />

dynamic in our solutions.<br />

We pride ourselves on refusing to ever lag<br />

behind in a rapidly changing environment.<br />

How does the pricing structure work<br />

with your platform?<br />

The easiest way to understand our pricing<br />

structure is to know that it’s a rental<br />

model, we don’t sell the software.<br />

It’s a subscription-based service which<br />

is flexible depending on the size of your<br />

operation, factoring in characteristics<br />

such as how many work stations you<br />

have, or how many stores.<br />

On average, we charge less than one per<br />

cent of a typical store’s sales.


Just the edge<br />

you need.<br />

Know your business<br />

and industry trends<br />

anywhere, anytime.<br />

At the beach or at a Trade Fair,<br />

review your stock and sales<br />

performance from any supplier.<br />

Use pooled data to optimise<br />

profits by knowing the best<br />

performing items and emerging<br />

trends before you buy.<br />

Ready to improve your retail profits?<br />

We are your single source for all of your store’s needs.<br />

Improved<br />

Financials<br />

Healthier<br />

Inventory<br />

Sales<br />

Growth<br />

Recruiting<br />

& Hiring<br />

Increased Staff<br />

Performance<br />

POS &<br />

Edge Pulse<br />

• Mentoring and management consulting<br />

• Seamless succession planning<br />

• Be held accountable – see results!<br />

07 5574 0322<br />

mike@retailedgeconsultants.com<br />

www.retailedgeconsultants.com.au


Retail in the Cloud<br />

ADVERTISEMENT<br />

Podium<br />

with Dave Scheine, Country Manager, Australia at Podium<br />

Est. 2014<br />

PODIUM.COM • support@podium.com<br />

facebook.com/podium @PodiumHQ linkedin.com/company/podium @podium<br />

A few years back, Eric Rea (co-founder and<br />

CEO) got a frustrated call from his dad.<br />

His dad’s tyre shop had plenty of happy<br />

customers, but only a handful of angry<br />

ones were leaving reviews. So we built a<br />

product that made getting more reviews as<br />

easy as sending a text.<br />

As we set out to solve the same problem for<br />

local businesses everywhere, we realized<br />

that messaging with customers wasn’t<br />

just the better way to get reviews—it’s the<br />

better way to do business. We’ve since built<br />

a multi-product platform that’s modernising<br />

the way local business gets done.<br />

Why should jewellery retailers consider<br />

using Podium?<br />

<strong>Jeweller</strong>y retailers - and any local<br />

business, for that matter - should use<br />

Podium because it helps businesses cater<br />

to the needs, habits, and preferences of<br />

contemporary consumers.<br />

Aussies have come to expect - and prioritise<br />

those who offer - quick, convenient and<br />

customer-friendly interactions with<br />

businesses today. They no longer want to<br />

interact with businesses via phone calls or<br />

exchanging emails back and forth; they want<br />

more convenience than that.<br />

Podium comprises eight different solutions,<br />

which enable businesses to deliver<br />

exceptional customer experiences in the<br />

palm of their hand. Local businesses are<br />

turning to Podium’s SMS-based platform<br />

to receive more business-critical reviews,<br />

collect payments, send SMS campaigns,<br />

and centralise their communications<br />

during lockdown. Running a local business<br />

isn’t easy, particularly lately, but Podium<br />

makes it easier than ever to communicate<br />

more conveniently, collect reviews, facilitate<br />

payments, send effective marketing<br />

campaigns and more.<br />

What benefits can your business offer<br />

jewellery stores?<br />

Through Podium, a jewellery retailer<br />

can answer a customer’s enquiries and<br />

schedule a consultation via webchat,<br />

send automated reminders ahead of their<br />

appointment, issue a one-touch payment<br />

link after they make a purchase and collect<br />

a Google review after their engagement<br />

has concluded.<br />

Crucially, it’s all done via SMS, so for a<br />

customer it’s as easy and convenient as<br />

communicating with their friends and family.<br />

What unique benefits does your business<br />

offer that your competitors cannot?<br />

Our competitive differentiator is the scale<br />

of our platform. A business is made up of<br />

many essential processes, departments,<br />

and components, and Podium’s platform<br />

caters to so many of them.<br />

We’ve built a platform made up of eight<br />

different tools, and growing that ecosystem<br />

is a core focus - we want to be the one-stop<br />

shop for local businesses.<br />

Rather than a local business using multiple<br />

different vendors - which is expensive,<br />

requires more time to learn and integrate,<br />

and often creates business silos - local<br />

businesses can use Podium for all their<br />

communication, marketing, and payment<br />

needs. There might be other platforms that<br />

handle one or two of those functions, but<br />

jewellers need a platform they can rely on<br />

to help power their business, not just one<br />

aspect of it.<br />

Describe the typical user of Podium?<br />

Podium is used by over 100,000 local<br />

businesses globally. Our core customers<br />

are SMBs, so typically any business with<br />

between 1-50 employees, though our<br />

platform is excellent for bigger<br />

businesses, too.<br />

We serve the entire spectrum of local<br />

businesses, from jewellers to dentists,<br />

mechanics, tradies and more. Every local<br />

business is unique, and every sector of the<br />

small business community has separate<br />

challenges and opportunities. However,<br />

they’re all bound by a desire to provide<br />

meaningful, convenient, and sophisticated<br />

customer experiences - and that’s where<br />

we come in.<br />

Are there any options for integration with<br />

existing software a retailer may be using?<br />

Because our mission is to make it as easy<br />

PODIUM<br />

Top 3<br />

Advantages<br />

• A platform<br />

containing<br />

eight different<br />

tools, each<br />

aimed to<br />

improve your<br />

business.<br />

• Scalable to<br />

all sizes due<br />

to a client<br />

base of more<br />

than 100,000<br />

businesses.<br />

• Capable of<br />

integration<br />

with more than<br />

180 different<br />

solutions.<br />

as possible for businesses to operate, we<br />

integrate with over 180 different solutions.<br />

Our growing ecosystem of integrations<br />

makes it easy to automate the more routine<br />

stuff while maintaining a personal touch<br />

in each customer interaction. We’re a<br />

perfect fit with the tools a jewellery retailer<br />

already uses, and we’re always adding new<br />

integrations.<br />

Can your software offer API integration<br />

and if so, how does that take place?<br />

Our API is public and available in our<br />

Developer Portal. That means any business<br />

that has an in-house system, or an idea<br />

for an app or process, can integrate it with<br />

Podium through the public API.<br />

What do retailers misunderstand about<br />

reputation management?<br />

Consumer expectations are changing<br />

today, and businesses that understand the<br />

role their online presence plays in that will<br />

be better placed to seize opportunities,<br />

overcome challenges and cater to their<br />

customers’ needs.<br />

The biggest misconception currently is that<br />

email and phone remain the primary means<br />

of communication for consumers. Far from<br />

it, in fact.<br />

Our research has revealed that Australian<br />

consumers say their tolerance for poor<br />

business communication has decreased<br />

since the pandemic and are willing to<br />

blacklist local businesses who don’t cater<br />

to their habits and preferences. So it’s<br />

no longer good enough to simply have<br />

a digital presence; it has to be effective,<br />

and built with the consumer and their<br />

preferences in mind.<br />

Any additional comment or information<br />

you’d like to share about your business?<br />

We recently released the Podium Businessto-Customer<br />

Communication Report, which<br />

deep dives into the trends and habits of<br />

consumers today.<br />

It’s a really important read, providing the<br />

insights jewellery retailers owners need to<br />

know about interacting with their customers<br />

post-pandemic.


Email is dead.<br />

Phone tag sucks.<br />

Watch 4 low-cost<br />

ways to supercharge<br />

your jewellery sales


Retail in the Cloud<br />

ADVERTISEMENT<br />

Livadi<br />

with Richard Ashman, General Manager at Palloys<br />

Est. 2020<br />

LIVADI.COM • 1300 886 108 • info@livadi.com<br />

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@Palloysau<br />

linkedin.com/company/palloysau<br />

livadirings<br />

Design your own bespoke wedding<br />

ring or unique couples set. Start<br />

with a ring setting then customise<br />

the shape, features and stones.<br />

Your beautiful creation will be<br />

uniquely yours!<br />

Why should jewellery retailers become<br />

a partner with Livadi?<br />

Livadi offers unprecedented levels of<br />

innovation to our partners through<br />

cutting-edge technology.<br />

At the same time, targeted towards<br />

nurturing the sentimentality and personal<br />

nature of something as precious and<br />

important as wedding bands.<br />

Other important factors are the sheer<br />

ease at which retailers are able to create<br />

bespoke rings with the 3D configurator, as<br />

well as the interactive interface that can<br />

be used collaboratively in-store or online<br />

with your customers. The configurator’s<br />

unprecedented capacity for personalisation<br />

includes the ability to engrave anniversaries<br />

and inscriptions into your designs.<br />

What benefits can your business offer<br />

jewellery stores?<br />

Livadi takes pride in our ability to take the<br />

logistical burden away from business owners.<br />

We believe in jewellers building strong<br />

personal connections with their customers,<br />

having the time and space to identify how<br />

they can improve their business.<br />

It’s about creating the opportunity for<br />

these businesses to focus on the tasks<br />

that will generate a greater commercial<br />

outcome, which can be difficult when you’re<br />

negotiating the logistics of manufacturing<br />

bespoke jewellery.<br />

With Livadi, it is possible to be fully present<br />

in your business and with your customers,<br />

while ensuring that the highest-quality,<br />

bespoke wedding bands are available and<br />

carefully handcrafted.<br />

What unique benefits does your business<br />

offer that your competitors cannot?<br />

All Livadi products are made with 100 per<br />

cent Australian gold and ethically sourced,<br />

sustainable metals, this is an industry first<br />

and something that can be exclusively<br />

offered by Livadi.<br />

As concerns regarding sustainability<br />

continue to mount in industry, Livadi<br />

stands resolute in our commitment to<br />

sustainability and the environment.<br />

Additionally, all Livadi wedding bands<br />

are made from one piece of metal,<br />

creating an extremely durable,<br />

continuous wedding band.<br />

It’s worth noting that Livadi creations are<br />

completely hand-finished. We want each<br />

piece to be considered a miniature work<br />

of art, and so each Livadi piece is created<br />

by masters of craft – people who are proud<br />

to create objects of beauty.<br />

The hope is that the piece will be enjoyed by<br />

their wearer and their descendants to come.<br />

As we like to say, it’s this design ethos that<br />

makes every Livadi piece so special.<br />

Conceptually, the rings both symbolically<br />

and functionally reflect the lifelong<br />

commitment and connection associated<br />

with marriage.<br />

Since Livadi was launched what changes<br />

have been made to the platform?<br />

In June of <strong>2022</strong>, Livadi launched our<br />

revolutionary 3D Configurator, which allows<br />

clients to customise, design, and create<br />

their unique Livadi ring, with 3D rendered<br />

visuals that show their creation in real-time.<br />

The render created can then speak<br />

to the internal Livadi manufacturing<br />

systems, and the ring can be handcrafted<br />

and delivered within 14 days. It is a<br />

game changer in the industry, and for<br />

LIVADI<br />

Top 3<br />

Advantages<br />

• Made from<br />

100 per cent<br />

Australian gold,<br />

answering<br />

contemporary<br />

consumer<br />

concerns about<br />

environmental<br />

sustainability..<br />

• Interactive<br />

interface that<br />

can be used<br />

collaboratively<br />

in-store with<br />

customers.<br />

• Easy-to-use<br />

program that<br />

suits timesensitive<br />

businesses.<br />

Livadi stockists.<br />

The Configurator was one of our key<br />

innovation projects during COVID and<br />

is by far our most significant change to<br />

our online platforms.<br />

Describe the typical user of Livadi?<br />

While we believe Livadi is a brand for<br />

anyone and everyone, unified by our belief<br />

in marriage and celebrating love, Livadi is<br />

for anyone considering or preparing to take<br />

the exciting step toward marriage.<br />

We foresee a huge interest from customers,<br />

who typically value bespoke, meaningful<br />

and quality jewellery that can be customised<br />

and personalised as desired.<br />

Does your business offer demonstrations?<br />

At the recent International <strong>Jeweller</strong>y Fair<br />

in Sydney, the Livadi digital 3D configurator<br />

and platform were a huge success.<br />

Additionally, we regularly demonstrate<br />

Livadi with buying groups.<br />

Anyone who interested in a demonstration<br />

is encouraged to get in contact via email<br />

[info@livadi.com] for more information or<br />

to book an instore demonstration.<br />

Any additional comment or information<br />

you’d like to share about your business?<br />

Palloys see technology as an enabler in<br />

the jewellery industry.<br />

Innovation and technological<br />

advancements support customer<br />

engagement and build business<br />

efficiencies; it improves systems and<br />

processes without compromising the<br />

artistry and sentimentality associated<br />

with jewellery, particularly wedding bands.<br />

We believe in supporting jewellers as<br />

artists and craftspeople and believe that<br />

technology like the 3D Configurator can help<br />

actualise this focus while simultaneously<br />

building wider business success.


EVENT FEATURE<br />

On the Horizon<br />

JAM-PACKED 2023<br />

after<br />

Sydney & Singapore Success<br />

Everybody loves a comeback story. SAMUEL ORD examines the optimism surrounding 2023 following<br />

the success of Singapore’s <strong>Jeweller</strong>y & Gem World and Sydney’s International <strong>Jeweller</strong>y Fair.<br />

A<br />

fter the trade was impeded for more<br />

than two years due to the COVID<br />

pandemic, jewellery retailers and<br />

suppliers have a jam-packed schedule to look<br />

forward to in 2023.<br />

Locally, next year’s jewellery industry calendar<br />

is about to get busier with Expertise Events<br />

announcing a new trade show scheduled for<br />

February as well as the 2023 <strong>Jeweller</strong>y Design<br />

Awards.<br />

The industry’s enthusiasm for such the new<br />

event was clearly high, as the Melbourne<br />

<strong>Jeweller</strong>y Expo was fully booked in one just day.<br />

Fitz-Roy admitted he undertook a ‘soft<br />

announcement’ to suppliers to gauge support<br />

before formally advertising the event to the wider<br />

industry.<br />

“I was quite surprised at the feedback. Admittedly,<br />

we committed limited space to the Expo but we<br />

received more requests for‘ bookings on the first<br />

day than we have stands. We are now reviewing<br />

how we can create more space to accommodate<br />

the current waiting list and the expected additional<br />

interest.”<br />

In March 2021 during COVID Expertise Events<br />

introduced the Australian <strong>Jeweller</strong>y Fair – a smallscale<br />

show in Sydney – as a way for suppliers to<br />

reconnect with customers face-to-face after the<br />

2020 lockdowns. The boutique-style event was<br />

promoted as a way to help stimulate sales and<br />

ordering after the Christmas and New Year sales<br />

periods and following Valentine’s Day sales.<br />

The 2021 event was successful and it ran again in<br />

March this year with the aim to also capture the<br />

preMother’s Day sales cycle.<br />

Fitz-Roy explained that following the success of<br />

both Sydney jewellery fairs this year (March and<br />

August) he received exhibitor feedback and requests<br />

to see if “we could deliver something to help<br />

stimulate the Melbourne and Victorian jewellery<br />

market. Many of our exhibitors had suggested a<br />

small, boutique-style event in Melbourne as that<br />

state continues to rebuild<br />

as the hardest lockdown state.”<br />

He added, “The Expo is designed to serve<br />

Melbourne and country retailers and has the<br />

support of the major buying groups - Nationwide<br />

<strong>Jeweller</strong>s, Independent <strong>Jeweller</strong>’s Collective and<br />

Leading Edge <strong>Jeweller</strong>s.<br />

Changes afoot for 2023<br />

This year’s International <strong>Jeweller</strong>y Fair (IJF) was<br />

always going to be a litmus test of not only for the<br />

exhibitors and buyers but also event organiser<br />

Expertise Events.<br />

The pandemic forced people to question many<br />

things, including the way they work and run<br />

their businesses. For more than two years, retail<br />

jewellers and suppliers alike questioned everything<br />

they did.<br />

The <strong>2022</strong> Sydney tradeshow effectively became a<br />

reset in anticipation for the 2023 fair and beyond.<br />

Expertise Events managing director Gary Fitz-Roy<br />

told <strong>Jeweller</strong> he had already observed some<br />

changes in ordering patterns in the lead-up to the<br />

2019 show.<br />

“I think the challenge this year was always going to<br />

be the question of whether or not people were going<br />

to come and buy. If you think back to 2019, the Fair<br />

had already changed quite a lot. We were seeing<br />

a lot of people attending just to look at what’s on<br />

display and to plan for Christmas rather than just<br />

buy,” he explained.<br />

He said he viewed the reset to be a success and<br />

that the biggest surprise was that the opening<br />

days of the fair were very different start compared<br />

with what had occurred in the years before the<br />

pandemic.<br />

“It was reminiscent of fairs from yesteryear.<br />

From those that I’ve had the chance to speak with,<br />

Saturday and Sunday were both really strong days,<br />

however the first day felt more like the second<br />

we’ve become accustomed to.<br />

“In my mind, the success of this year’s show has<br />

really reaffirmed the position that a successful<br />

tradeshow unites the industry.”<br />

Success in Sydney<br />

This Fair was a busy one for Duraflex Group<br />

Australia (DGA), one of industry’s longest running<br />

jewellery and watch suppliers, as the business<br />

celebrates 60 years since it began trading.<br />

Duraflex has evolved from watch straps to European<br />

branded jewellery, a diamond range, and more<br />

recently Swiss watches, launching a partnership<br />

with Edox at this year’s Fair.<br />

Duraflex managing director Phil Edwards told<br />

<strong>Jeweller</strong>: “the overall experience at the fair was<br />

extremely positive with excellent attendance. Our<br />

60 | <strong>November</strong> <strong>2022</strong>


SEE MORE IMAGES ON<br />

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2023 EVENTS SCHEDULE | On the Horizon<br />

ROCKRUSH<br />

DRAGON DANCING ON OPENING DAY<br />

VENUS JEWEL’S 52.64-CARAT ROYAL OVAL<br />

BUYERS @ BUSY REGISTRATION DESK<br />

GREEN LAB DIAMONDS<br />

OFIR SRL<br />

SHREE RAMKRISHNA EXPORTS


New Designs<br />

On the Horizon | 2023 EVENTS SCHEDULE<br />

OE011-SS<br />

IP6524P<br />

IP83-BANGLE-YGP<br />

IP6524E<br />

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customers were pro-active with their agendas and feeling confident<br />

about the upcoming Christmas trading period.”<br />

For years visitors were traditionally greeted by the large presence of the<br />

Peter W Beck stand at the entrance, and the company’s rebranding to<br />

BECKS, with a strong red-and-black design, was the latest move from<br />

the South Australian-business following the passing of founder Peter<br />

Beck in 2021.<br />

“I known it’s my first major fair since 2001 and loved every minute,”<br />

Ingham explained. “Late on the third and final day you could see<br />

everyone on our team laughing and smiling – we’re all exhausted but<br />

now all the work has been worth it based on the reception we’ve had.”<br />

For jewellery and watch distributor Timesupply – which serves more<br />

than 800 retailers in Australia and New Zealand – the expectations<br />

heading into the IJF were clear.<br />

Director Ken Abbott said “Our expectations heading into the weekend<br />

were to simply reconnect with our customers face-to-face and hopefully<br />

connect with some new people, and we’ve achieved both of those goals<br />

so we’re happy.<br />

“Saturday was very strong in terms of orders and then Sunday was<br />

even stronger again, which is exactly what we hoped to see.”<br />

His expectations were met to such a degree that he added, ”there<br />

was little reason to delay confirming a return in 2023.<br />

“It was great to see so many people face-to-face – especially those<br />

from New Zealand who for obvious reasons we haven’t been able to<br />

see for a long time.”<br />

Success in Singapore<br />

Internationally there’s also been plenty of cause for optimism.<br />

Organisers of <strong>Jeweller</strong>y and Gem World, Informa Markets, made the<br />

difficult decision to shift the event to Singapore from Hong Kong for a<br />

one-off event in <strong>2022</strong>.<br />

The end result? Overwhelming praise for the new location and its ability<br />

to provide an accessible and secure in-person experience, even against<br />

the backdrop of the pandemic.<br />

Beginning on 27 September and concluding 30 September, JGW<br />

Singapore welcomed just shy of 1,000 exhibitors from more than 30<br />

countries and organisers reportedly increased the total reserved floor<br />

area to 35,000 square metres to accommodate increased demand.<br />

More than 11,000 buyers from 97 countries visited JGW Singapore.<br />

Informa Markets senior vice president David Bondi confirmed that the<br />

five biggest sources of buyers were Singapore, India, the Phillipines,<br />

Vietnam and Malaysia.<br />

“We are immensely delighted that exhibitors and buyers from all<br />

corners of the globe have joined our industry’s grand reunion in<br />

Luxury Pearl and Opal <strong>Jeweller</strong>y<br />

+61 2 9266 0636<br />

enquiries@ikecho.com.au<br />

www.ikecho.com.au<br />

“The fair was extremely<br />

positive with excellent<br />

attendance. Our customers<br />

were proactive with their<br />

agendas and feeling<br />

confident about the<br />

upcoming Christmas<br />

trading period.”<br />

Phil Edwards<br />

Duraflex Group Australia<br />

IJF Commentary<br />

“When you compare this<br />

show to Hong Kong, of<br />

course, Singapore is much<br />

smaller in scale but there’s<br />

still been lots of buyers<br />

and we’ve had the chance<br />

to showcase our products,<br />

so we’re very happy.”<br />

Shu Minoda<br />

Iris Opal<br />

JGW Commentary


Singapore. The positive energy and level of engagement on the show<br />

floor was invigorating,” he said.<br />

“Without our community’s incredible support, the industry regrouping<br />

that we all saw in Singapore wouldn’t have been possible. We are<br />

extremely grateful to our valued partners – the exhibitors – who<br />

brought their very best products and innovations to the show, and to the<br />

thousands of buyers who chose to attend. As I’ve mentioned a number<br />

of times before, a sourcing event goes beyond products; it’s as much<br />

about people, ideas and inspiration.”<br />

Australian’s in Singapore<br />

There were plenty of local faces among the exhibitors.<br />

Based in Los Angeles and originally from Sydney, Joel Price Opals is<br />

a wholesaler of Australian opal specializing in Lightning Ridge black<br />

and light opal.<br />

Director Joel Price said, “It’s been a little rough around the edges<br />

but largely I would say it’s been a good experience. Those little road<br />

bumps are exactly what you’d expect from a show the first time it’s<br />

hosted, first show jitters.<br />

“I’ve done Hong Kong many, many times before and although this<br />

show is obviously smaller and is missing the buyers from mainland<br />

China, I’d say that the buyers I’ve spoken to have the kind of attitude<br />

you hope to see.”<br />

“With that said, I’ve seen a lot of people I’m familiar with from Hong<br />

Kong here today and with close to 1,000 exhibitors at a first time<br />

show, there’s clearly been buy-in from the suppliers too, which is<br />

what the event needs to be a success.”<br />

Another familiar face amongst the crowd was that of Shu Minoda,<br />

director of Iris Opal.<br />

“It’s been a trip we’ve been very happy,” Minoda said. “When you<br />

compare this show to Hong Kong, of course, Singapore is much smaller<br />

in scale but there’s still been lots of buyers to speak with and we’ve had<br />

the chance to showcase our products, so we’re very happy.”<br />

“We were very busy on the first two days. Our speciality of course is<br />

black opals and they really seem to be rising in popularity.”<br />

What did the buyers have to say?<br />

Around 65 per cent of the 11,000 visitors came from overseas. Amongst<br />

the crowd were Amy and Chris Bradley of Pastiche, Australian designer<br />

jewellery. The pair acknowledged the irreplaceable importance of direct<br />

interaction in the jewellery trade.<br />

“It was so wonderful to be able to participate in trade fairs again after so<br />

long without one. We made a couple of new connections and caught up<br />

face-to-face with our current suppliers,” she said.<br />

Gislaine Rial of Jovely Joias, based in Brazil, echoed this sentiment.<br />

“Late on the third and final<br />

day you could see everyone<br />

on our team laughing and<br />

smiling – we’re all exhausted<br />

but now all the work has<br />

been worth it based on the<br />

reception we’ve had.”<br />

Greville Ingham<br />

BECKS<br />

IJF Commentary<br />

“I’ve seen a lot of people I’m<br />

familiar with from Hong Kong<br />

here today and with close to<br />

1,000 exhibitors at a first time<br />

show, there’s clearly been<br />

buy-in from the suppliers too,<br />

which is what the event needs<br />

to be a success.”<br />

Joel Price<br />

Joel Price Opals<br />

JGW Commentary


On the Horizon | 2023 EVENTS SCHEDULE<br />

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DURAFLEX GROUP AUSTRALIA<br />

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2023 EVENTS SCHEDULE | On the Horizon<br />

2023: SAVE THE DATES – AUSTRALIAN JEWELLERY EVENTS<br />

DATE EVENT LOCATION<br />

4-6 Febuary ‘23 Melbourne <strong>Jeweller</strong>y Expo MCEC, Melbourne<br />

17-19 March ‘23 Australian <strong>Jeweller</strong>y Fair ICC, Sydney<br />

19-21 August ‘23 International <strong>Jeweller</strong>y Fair ICC, Sydney<br />

“I had been going to the Hong Kong shows, which I love, for many<br />

years, but I have to say that Singapore did not disappoint. The beautiful<br />

city and JGW Singapore energised me after nearly three years of video<br />

meetings!” she said.<br />

Another Australian buyer - Adam Kelly of Adela Imports, based in<br />

Newcastle – said that launching a trade show following a two-year<br />

hiatus was no easy feat.<br />

“I found some new suppliers and placed some orders. Under the<br />

circumstances, Informa has done a great job,” he reported.<br />

Busy year ahead<br />

As a part of a special presentation on the second day of JGW Singapore the<br />

particulars of two significant upcoming international jewellery shows were<br />

outlined.<br />

From 12–14 February, <strong>Jeweller</strong>y, Gem and Technology Dubai (JGT Dubai)<br />

will take place at the Dubai World Trade Centre.<br />

The JGT Dubai marketplace debuted this year with 300 exhibitors from 25<br />

countries and regions. More than 4,000 visitors took part – 46 per cent of<br />

whom were international visitors.<br />

Informa Markets has also reaffirmed plans to return the <strong>Jeweller</strong>y and<br />

Gem World trade show to Hong Kong in September of 2023.<br />

Amid the recent relaxation of COVID pandemic restrictions in Hong Kong,<br />

Informa Markets has scheduled the Hong Kong show for seven days in<br />

September.<br />

The show will open at Hong Kong’s AsiaWorld-Expo (AWE) from 18-22<br />

September, while the trading will continue at the Hong Kong Convention<br />

and Exhibition Centre (HKCEC) from 20-24 September.<br />

Celine Lau, Informa Markets director of jewellery fairs, said that organisers<br />

were confident pandemic restrictions would continue to be relaxed across<br />

the coming year, presenting Hong Kong with the opportunity to once again<br />

host one of the biggest events on the international calendar.<br />

“Although pandemic policies remain, we are hopeful that additional easing<br />

measures will be introduced when conditions allow,” Lau told Rapaport<br />

News.<br />

Welcome back<br />

The <strong>Jeweller</strong>y Design Awards will return to the International <strong>Jeweller</strong>y<br />

Fair (IJF) next year, following a three-year COVID-enforced hiatus. The<br />

Awards celebrate Australian and New Zealand jewellery design and<br />

manufacture across jewellers, apprentices and students.<br />

The biennial <strong>Jeweller</strong>y Design Awards (JDA) were launched in 2017 and<br />

enthusiasm was high with 105 entries across 12 categories.<br />

The most recent JDA event took place in 2019 and saw 44 finalists<br />

across 10 categories, however; the 2021 edition was cancelled because<br />

of the global pandemic.<br />

With so much on offer internationally and within Australia’s shores in 2023,<br />

there’s plenty of reason to believe buyers and suppliers alike will able off<br />

the looming economic uncertainty and well-and-truly put the pain of the<br />

pandemic in the rear-view mirror.


BUSINESS<br />

Strategy<br />

"A sincere and warm<br />

welcome from the<br />

staff, A clean store<br />

with products and<br />

promotions well<br />

displayed, A high<br />

quality website as<br />

well… this business<br />

is definitely on the<br />

right track!"<br />

How mystery shopping can improve your store<br />

It’s difficult to remain objective with the things we are most passionate about.<br />

KIZER & BENDER explore the insights the mystery shopping experience can offer business owners.<br />

In the hunt for better sales and happier<br />

customers, business owners have turned<br />

to mystery shopping services for more<br />

than 80 years now.<br />

It’s a practice with a rich history, beginning<br />

in the 1940s and exploding in popularity in<br />

the 1980s.<br />

Quality mystery shopping reports include<br />

more than just a numerical rating. They<br />

also include the shopper’s personal<br />

feelings, revealing how they felt while<br />

at the business. In the jewellery trade in<br />

particular, customers are looking to make<br />

an emotional purchase. How the store<br />

makes a customer feel can make or break<br />

a major sale!<br />

Mystery shoppers help businesses uncover<br />

how the average person perceives the<br />

business.<br />

That perception is your reality, whether you<br />

like it or not.<br />

Before the pandemic grounded us, we<br />

mystery shopped for many retail stores.<br />

We’d assume faux identities and morph<br />

into the typical customers that you see<br />

every day.<br />

We've shopped as well-dressed and as<br />

a complete mess, wealthy and cashchallenged,<br />

nice and downright selfabsorbed.<br />

And when we couldn’t pull off a<br />

disguise, we’d hire someone who could.<br />

We would never purposely set someone up<br />

with a ridiculous or embarrassing request<br />

because we believe that there is more to a<br />

successful mystery shopping experience<br />

than judging what a business is doing<br />

wrong.<br />

We prefer to look for the things a business<br />

is doing right and share those insights<br />

during the final analysis.<br />

When we do a mystery shop, we cover<br />

the following areas: exterior appearance,<br />

interior appearance, customer service,<br />

associate abilities, purchases, refunds, and<br />

overall visit.<br />

Mystery shoppers also rate the business<br />

on cleanliness, merchandise selection<br />

and presentation and store policies. Some<br />

even take note of how the telephone is<br />

answered.<br />

We’ve even had businesses ask us to<br />

mystery shop at the stores of their<br />

competitors!<br />

In each instance, we include a demographic<br />

profile so that we can describe the<br />

members of staff who served us.<br />

There’s a wide range of professional<br />

mystery shopping services available.<br />

If you’re looking to save money, you can<br />

organise one yourself. Simply prepare a list<br />

of criteria and ask your friends to shop at<br />

your store incognito.<br />

So, with all the above in mind, let’s take<br />

a look at some pieces of advice we leave<br />

business owners with following a review.<br />

Welcome!<br />

Offering each customer a warm and<br />

sincere greeting should be common<br />

practice right?<br />

According to<br />

the experts,<br />

we take 55 per<br />

cent of our<br />

communicative<br />

cues from body<br />

language, 38 per<br />

cent from tone<br />

of voice, and<br />

only seven per<br />

cent from the<br />

words they use.<br />

In our opinion, the sincere part is the most<br />

important.<br />

In the past, we’ve been ignored by staff and<br />

even met at the door by an employee who<br />

refused to smile or even make eye contact.<br />

According to the experts, we take 55 per<br />

cent of our communicative cues from body<br />

language, 38 per cent from tone of voice,<br />

and only seven per cent from the words<br />

they use.<br />

Avoid allowing your stance or tone to<br />

relay something other than what you had<br />

intended to say.<br />

Acknowledge<br />

Encourage your staff to acknowledge each<br />

customer whenever they cross paths.<br />

This might only be a smile, however, these<br />

gestures will make the customer feel<br />

valued.<br />

Salespeople should be able to read each<br />

unique situation. Sometimes a smile is all<br />

that’s required, and sometimes you need to<br />

break the ice and start a conversation.<br />

Asking, “What brings you in to see us<br />

today?” is always a good question to ask.<br />

If the customer has a specific need, they'll<br />

tell you what that is; if they are just there to<br />

learn more about what you offer, they'll let<br />

you know that too.<br />

Cleanliness<br />

If a customer is going to spend any amount<br />

of time in an area of the store it must be<br />

well-maintained.<br />

66 | <strong>November</strong> <strong>2022</strong>


Make a list of closing duties that need to<br />

be completed each night before the staff<br />

heads home.<br />

Keep everyone busy by assigning them<br />

one task to complete before the lights are<br />

switched off and doors are closed.<br />

In the morning, make a quick pass through<br />

the entire store, noting anything that needs<br />

to be cleaned or tidied before you unlock<br />

the door for business.<br />

Cut the chatter<br />

When you first enter a store, the sound<br />

or sight of staff enthusiastically chatting<br />

about life outside of work can be offputting<br />

for many customers.<br />

Customers don’t care to hear about what<br />

an employee did on Saturday night –<br />

especially in a jewellery store!<br />

Gratitude<br />

Staff should be sincerely thanking every<br />

customer for stopping by.<br />

It’s a simple thing, however half-hearted<br />

attempts to extend gratitude can do more<br />

harm than saying nothing at all.<br />

Let your customers know that you are<br />

always here to help - even if they leave the<br />

store empty-handed. How they are treated<br />

determines whether they will return to<br />

shop with you again.<br />

Zero Moments of Truth<br />

Google has coined an important term,<br />

ZMOT – Zero Moments of Truth. It’s used<br />

to describe a pattern of behaviour used by<br />

consumers online.<br />

Once upon a time, marketing experts<br />

worked with a three-step model to<br />

understand purchasing patterns.<br />

A customer begins with the catalyst (or<br />

stimulus) to make a purchase and heads to<br />

a store. After browsing products in a store,<br />

and perhaps speaking with an employee<br />

or salesperson, the customer makes a<br />

purchase, the first moment of truth. The<br />

customer heads home and makes use of<br />

the product, and that experience is known<br />

as the second moment of truth.<br />

Experts now understand that as a result of<br />

the internet and the rise of of e-commerce,<br />

that model is outdated and there’s a new<br />

aspect to understand – the ZMOT.<br />

The ZMOT comes after the catalyst and<br />

before the first moment of truth. After the<br />

need for a product arises, consumers are<br />

now consulting the internet before heading<br />

to the store – reading online reviews,<br />

comparing products online and seeking<br />

out detailed product descriptions.<br />

The ZMOT happens online before<br />

customers choose to visit your store. As a<br />

business owner you’ll need to be proactive<br />

and make the most of services such as<br />

Google Alerts to learn what’s being said<br />

about your store online.<br />

We have alerts set up with each of these<br />

services for ourselves, our company, and<br />

everything else we want to monitor online.<br />

Shaping the perception of your store and<br />

products online is crucial to coming out<br />

ahead during the ZMOT stage.<br />

Digital evaluation<br />

Dig deeper and check out your store’s<br />

online profile.<br />

Start by reviewing your Yelp and Google<br />

Business pages weekly. Think you don’t<br />

have a Yelp or Google Business page? You<br />

may have one even if you didn’t set it up!<br />

If a customer decides to review your<br />

business that becomes your page.<br />

As the owner, claim it, review what is<br />

being said, then fill in all the open areas.<br />

Add photos and respond to comments,<br />

both good and bad.<br />

ZERO<br />

MOMENT<br />

OF TRUTH<br />

Catalyst<br />

The customer<br />

develops a desire<br />

or need for a<br />

product.<br />

Zero Moment<br />

Research is<br />

performed online,<br />

examining<br />

reviews and<br />

descriptions.<br />

First Moment<br />

The customer<br />

visits a store<br />

to make the<br />

purchase.<br />

Second<br />

Moment<br />

The experience<br />

the customer has<br />

when using the<br />

product for the<br />

first time.<br />

Monitor these pages around the clock if<br />

you are getting many reviews.<br />

According to research released earlier this<br />

year by Invesp, 90 per cent of customers<br />

check online reviews before visiting a<br />

business.<br />

A further 72 per cent of customers they<br />

surveyed said they felt increased trust in a<br />

business with positive reviews online.<br />

That information should be all the<br />

prompting you need to understand the<br />

importance of a well-maintained online<br />

presence.<br />

Somehow, you’re still unconvinced? 31<br />

per cent of customers said they were<br />

likely to spend more at a business with<br />

overwhelmingly positive reviews!<br />

Good luck<br />

The biggest thing to remember is that<br />

when you’ve employed the service of a<br />

mystery shopper, every customer who<br />

walks through the door becomes a part of<br />

the mystery.<br />

The mystery component makes the<br />

evaluation exciting and keeps participants<br />

on their toes, however the bottom line is<br />

that every customer, in some shape or<br />

form, is offering your store a similar test.<br />

The average customer may not be a<br />

mystery shopper who is paid to be<br />

selective and picky, but they are evaluating<br />

your business each time they visit.<br />

The only difference is that they aren’t<br />

sharing your test results with you.<br />

So, will you pass their test?<br />

RICH KIZER and GEORGANNE<br />

BENDER are retail strategists,<br />

authors and consultants. Visit:<br />

kizerandbender.com<br />

<strong>November</strong> <strong>2022</strong> | 67


BUSINESS<br />

Selling<br />

Important elements of sales preparation: Part II<br />

The average customer of today has changed significantly due to the influence of the internet.<br />

RYAN ESTIS encourages sales staff to prioritise planning.<br />

In the October edition of <strong>Jeweller</strong>,<br />

I discussed the changing perspective<br />

of the modern customer.<br />

The average customer walking into a<br />

jewellery store today wants the ideal<br />

product and they want it quickly, with their<br />

perception of products heavily influenced<br />

by online research performed days, and<br />

sometimes weeks in advance.<br />

Salespeople should view this new<br />

landscape as an opportunity and not a<br />

hurdle separating them from success.By<br />

performing targeted research to develop a<br />

better understanding of the customer while<br />

communicating in the appropriate tone to<br />

the person making the final purchasing<br />

decision, sales remain as achievable as<br />

ever.<br />

There’s more good news! Along with<br />

the strategy discussed in part one of<br />

this series, there is a range of further<br />

strategies to explore which will take the<br />

approach of your business to the next level.<br />

Pre-sale contact<br />

Sales calls have changed in the past<br />

few years, with an evolving mixture of<br />

in-person, phone, email, and video calls<br />

proving popular. The need to prepare for<br />

this pre-sale contact hasn’t changed.<br />

Great sales staff rely on a pre-sale plan.<br />

Here are three things that your pre-sale<br />

plan should achieve.<br />

• Understand the objective: Do you want<br />

the contact to result in a sale? A referral?<br />

Or simply to move the customer closer to<br />

closing the deal?<br />

Whatever it is, understanding your end<br />

goal is essential. Each one of those goals<br />

requires a different type of sales meeting<br />

and a different approach.<br />

• Emphasise your position of value: A<br />

position of value is the act of aligning with<br />

the customer outcome and presenting<br />

yourself in a compelling way that leads to a<br />

buyer investigating the business further.<br />

Customers want to see the value in<br />

maintaining a relationship with you. Price<br />

It’s important that you don’t meet resistance with resistance. Meet the<br />

customer with listening and understanding.<br />

is one thing, but your ability to create<br />

value is something that customers notice<br />

every time. Explain how your value is<br />

differentiated and unattainable from<br />

another business. Customers want<br />

authenticity and they aren’t afraid to<br />

validate the information they’ve gathered.<br />

• Earn the commitment: Sales contacts<br />

should end with a commitment to move<br />

forward in a positive way.<br />

Wherever you and the customer end up in<br />

the decision cycle, what is the commitment<br />

for advancing? That commitment also<br />

applies to you and your sales staff. How<br />

will you commit to delivering on your<br />

promises after the contact?<br />

Customer behaviours have changed, and<br />

your pre-sale plan needs to adapt. When<br />

you devote time to planning, establish your<br />

objectives and state the value you offer, all<br />

that’s left is to follow through.<br />

Readiness to meet resistance<br />

The top salespeople welcome resistance<br />

from potential customers. Resistance<br />

isn’t rejection, it’s a sign that someone is<br />

interested in your products or services.<br />

To be ready for that resistance, you must<br />

come up with solutions and make the<br />

customer the hero of their story.<br />

Every customer has unique needs, but<br />

they often have common pain points.<br />

Identify a handful of these challenges and<br />

Customers want<br />

to see the value<br />

in maintaining<br />

a relationship<br />

with you. Price<br />

is one thing,<br />

but your ability<br />

to create value<br />

is something<br />

that customers<br />

notice every<br />

time. Explain<br />

how that value<br />

is differentiated<br />

and unattainable<br />

from another<br />

business.<br />

prepare a script that helps you address<br />

those challenges as they come up. It’s<br />

important that you don’t meet resistance<br />

with resistance. Meet the customer with<br />

listening and understanding.<br />

When you emphasise open<br />

communication, you can develop a<br />

dialogue. When you do that, you can guide<br />

the customer toward a decision while<br />

assisting them with their concerns and,<br />

eventually, completing the sale.<br />

The second component is trust. Nearly 80<br />

per cent of B2B buyers want to work with<br />

a sales professional who is also a trusted<br />

adviser. It’s a similar scenario in a B2C<br />

environment – customers want to be loyal<br />

to a business – it makes purchasing all the<br />

easier when you have a history with a store<br />

or brand and know you can rely on them for<br />

quality products and exceptional service.<br />

When your potential customers are<br />

expressing resistance, they aren’t rejecting<br />

you — they are trying to ascertain your<br />

trustworthiness. They’re opening to door<br />

for you to provide advice and counsel. In<br />

turn, make them the hero of the story.<br />

Tell stories that help the customer see<br />

a brighter future. Show them how you’ll<br />

help them get to the other side — together.<br />

Statistics and lists are important, but<br />

people are much more likely to remember<br />

stories than other types of information.<br />

Customers have changed<br />

In this sales environment where<br />

customers are self-reliant and demand<br />

nothing short of perfection, preparation<br />

will be the difference between a sale<br />

secured and failure.<br />

By doing the research, crafting a presale<br />

strategy, and willingly engaging with<br />

resistance by helping the customer reach<br />

the solution with your guidance, sales staff<br />

position themselves for success.<br />

RYAN ESTIS is a Keynote speaker,<br />

author and founding partner of Impact<br />

Eleven helping companies embrace<br />

change, align teams, deliver value and<br />

drive growth. Learn more: ryanestis.com<br />

68 | <strong>November</strong> <strong>2022</strong>


BUSINESS<br />

Logged On<br />

Study sales data to take<br />

your business to the next level<br />

Leaders demonstrate to the rest of the world what is achievable.<br />

DAVID BROWN encourages business owners to examine the sales data produced by high performers.<br />

There’s an old saying about pioneers –<br />

they inevitably finish with arrows in their<br />

backs!<br />

This is a good metaphor for the power of<br />

competition, particularly when it comes<br />

to business.<br />

All too often, it seems those who choose<br />

to be leaders are constantly having to<br />

look over their shoulder to see what the<br />

chasing crowd is doing and those who<br />

follow get a comfortable view of the<br />

minimum level of performance they<br />

need to be achieving.<br />

Leaders set the benchmark for others to<br />

strive for.<br />

The ‘space race’ during the 1960s<br />

between the Soviet Union and the US<br />

drove levels of achievement in space<br />

exploration that culminated in the moon<br />

landing within one decade.<br />

Had the Soviets not sent the first person<br />

into space in 1961 (Yuri Gagarin), the US<br />

may not have been spurred into action so<br />

quickly.<br />

Roger Bannister, famous for breaking<br />

the four-minute mile in 1954, inspired<br />

a flurry of other athletes to pass that<br />

target within an 18-month period.<br />

It’s safe to say it was the remarkable<br />

feat of Bannister that inspired so many<br />

others to follow suit in such a short time<br />

period.<br />

Why do we follow?<br />

The best thing about following the<br />

leader is you get an accurate indication<br />

of what’s possible at the highest<br />

levels, which in many contexts is an<br />

irreplaceable level of insight.<br />

This is true of sales performance both<br />

within your jewellery store and when<br />

making comparisons with external<br />

competitors.<br />

Having data that indicates the best<br />

practices can make all the difference.<br />

If other stores are achieving a higher<br />

margin, why can’t you?<br />

In order to compile an effective report, ask the big questions.<br />

If some members of your sales staff can<br />

achieve an average sale of $200 why<br />

can’t the rest?<br />

So how do you know what the best<br />

practice level of achievement is? You<br />

have this data available to you daily<br />

through your sales reports.<br />

Reports<br />

Complete a salesperson report and<br />

you should be able to narrow in on the<br />

performance of staff, paying particular<br />

attention to how each employee weighs<br />

in against the store average.<br />

The benefit of benchmarking each<br />

contributor is that it highlights which<br />

member of staff is employing the best<br />

practices and opens the door for others<br />

to follow suit.<br />

In order to compile an effective report,<br />

ask the big questions. What is your<br />

threshold for average retail sale<br />

achieved? How many of your staff are<br />

achieving above this level?<br />

Who are the staff members achieving<br />

less than this ideal average? These are<br />

the staff members who need training in<br />

this area.<br />

What would happen if these staff<br />

members could achieve a level equal to<br />

the median average retail sale for your<br />

store?<br />

Your software may offer a ‘what if’<br />

scenario which shows how your overall<br />

The best thing<br />

about following<br />

the leader is you<br />

get an accurate<br />

indication of<br />

what’s possible<br />

at the highest<br />

levels, which<br />

in many<br />

contexts is an<br />

irreplaceable<br />

level of insight.<br />

sales would improve if your lower<br />

average sale staff managed to lift<br />

themselves to this median threshold.<br />

Discounts<br />

What about discounting, I hear you ask?<br />

If you have a situation where more than<br />

half your sales are made at a discount<br />

across the board this may reflect the<br />

number of reduced items in-store,<br />

or perhaps a cultural issue you have<br />

around discounting.<br />

If some of your staff discount heavily and<br />

while others don’t that is an issue. You<br />

can manage the problem on a case-bycase<br />

basis through training.<br />

Examining the practices of your lowest<br />

discounters, compared with those of<br />

your highest, will show you what can be<br />

achieved.<br />

To what degree would your bottom line<br />

improve by if they improved this to the<br />

store average discount level?<br />

A staff member discounting by five per<br />

cent more than your store average on<br />

$500,000 of annual sales will be taking<br />

$25,000 off your bottom line.<br />

Training for employees who do<br />

discounting more than is necessary<br />

could include dealing with discount<br />

pressure from customers or how to<br />

shy away from selling catalogue or<br />

specialised items<br />

by substituting higher margin pieces.<br />

If you’re losing $25,000 in profit from one<br />

person’s discounting patterns compared<br />

to the average store discount, can you<br />

afford to train them in how to correct<br />

this practice?<br />

Can you afford not to may be more<br />

accurate!<br />

DAVID BROWN is co-founder<br />

and business mentor with Retail<br />

Edge Consultants. Learn more:<br />

retailedgeconsultants.com<br />

<strong>November</strong> <strong>2022</strong> | 69


BUSINESS<br />

Marketing & PR<br />

Retailers must create theatre: Part I<br />

The holiday period brings with it tremendous opportunity for jewellery retailers.<br />

JOSH STRUTT encourages you to add creative flair to your store.<br />

William Shakespeare famously said:<br />

”all the worlds a stage and all the men<br />

and women merely players.”<br />

This rings true in the world of jewellery<br />

retail where your store is the stage<br />

and the customers and staff are the<br />

performers.<br />

Many years ago, I worked with a retail<br />

entrepreneur who said that stores are<br />

like theatre and each morning when the<br />

curtains rise it is ‘showtime’.<br />

Nobody builds a set better than the<br />

professionals of theatre and just as we<br />

recommend stage lighting designers<br />

for retail lighting, similarities also exist<br />

between visual merchandising, set<br />

design, and great visual impact in retail.<br />

We are now approaching peak Christmas<br />

trading and you can expect a significant<br />

increase in customers walking by and<br />

entering your store.<br />

In order to turn the busiest period of the<br />

retail calendar into a success for your<br />

jewellery store, consider the following<br />

tips and pointers for magnificent,<br />

awe-inspiring, jaw-dropping window<br />

and merchandise displays to excite and<br />

delight your customers this Christmas.<br />

Getting started<br />

Don’t aim to create good theatre. You<br />

must intend to create great theatre!<br />

We don’t need any more perfectly ‘good’<br />

stores with perfectly ‘good’ displays. You<br />

are setting out to do something great - or<br />

it’s not worth doing.<br />

• Belief: Create the window and<br />

merchandise display you believe in.<br />

Create your own show and make it true to<br />

your brand.<br />

When designing your display space,<br />

remember why you are creating the<br />

show. The display you design should an<br />

expression of the things that make your<br />

business unique.<br />

Take a strong stand and challenge<br />

yourself to express it and where you can<br />

include your customers in this process.<br />

Build great displays from the customer perspective that entertains and<br />

inspires (form) not from the traditional product assembly (function).<br />

All great displays should acknowledge,<br />

utilise, and endow the space where it is<br />

performed.<br />

• Know your audience: Have some idea<br />

of who you are creating this show for.<br />

Displays that are for ‘for everyone’ are<br />

bland theatre and will not target your<br />

customer segment effectively.<br />

Provide entertainment that your target<br />

customers will not only remember, but will<br />

also inspire them to return year-after-year.<br />

Gain feedback from your audience, find out<br />

what they really want to see, and create a<br />

show based on those responses.<br />

• Mix it up: Make sure that no two<br />

performances or displays are the same.<br />

Make sure your store is offering an event<br />

that cannot easily be reproduced – this is<br />

what the audience wants to see and if you<br />

succeeed, loyal customers will return to<br />

see the next production.<br />

Include a surprise. No one should be able<br />

to know what’s coming next, including the<br />

performers. Surprise makes theatre a<br />

live event and multiple surprises make for<br />

memorable theatre.<br />

• Gifts: Create a gift for the audience and<br />

make sure everyone in the audience has<br />

an individual experience of the show to<br />

take out of the theatre and share and<br />

discuss afterward.<br />

Provide<br />

entertainment<br />

that your target<br />

customers will<br />

remember and<br />

look forward to<br />

coming back<br />

to see year<br />

after year.<br />

Think of the wonderful department store<br />

windows at Christmas time as a holiday<br />

destination as people enjoy the gift of the<br />

season.<br />

• Change: Keep your merchandising fresh<br />

and exciting for your customers and don't<br />

shy away from evolving as a store.<br />

Make it clear when new lines and items are<br />

in store by promoting them in your window.<br />

• Make some noise: Include music within<br />

your store that complements to the<br />

atmosphere. There’s no better way to<br />

introduce new music to people than having<br />

it accompany stage action!<br />

Considering taking the opportunity to<br />

re-contextualise known music through<br />

performance.<br />

• Break the rules: Don’t do what<br />

anybody tells you, it’s your store and your<br />

performance. Make your own theatre and<br />

find your own way – you’re creating art.<br />

Build great displays from the customer<br />

perspective that entertains and inspires,<br />

(form) not from the traditional product<br />

assembly (function).<br />

Final thoughts<br />

Performative action within your store can<br />

be best used to create excitement around<br />

your promotional products.<br />

If you’re unsure about the positioning of<br />

your promotional products ask yourself<br />

the following questions: Is the latest<br />

promotional material positioned in the<br />

correct place? Are the promoted product<br />

lines in a prominent position? Are all<br />

products in stock, faced up, and well<br />

presented?<br />

In the part two of this series with <strong>Jeweller</strong>,<br />

I’ll outline several strategies you<br />

can utilise to make the most of the<br />

Christmas period.<br />

JOSH STRUTT is Retail Doctor Group’s<br />

performance consultant. His expertise<br />

is driving tactical operational efficiency<br />

to maximise growth.<br />

Visit: retaildoctor.com.au<br />

70 | <strong>November</strong> <strong>2022</strong>


BUSINESS<br />

Management<br />

The key to building a business your customers love<br />

Ready to make your customers your priority? MICHAEL HINSHAW shares five crucial<br />

concepts to understand on your way to building a business your customers will love.<br />

It takes effort to build a business that<br />

customers will love. But for most, it’s<br />

well worth the time and energy. After all,<br />

your customers are the lifeblood of your<br />

business.<br />

So, if you make decisions based on their<br />

needs and what is best for them, your<br />

organisation can thrive. As we often say,<br />

improving customer-centricity may not be<br />

simple - but it can be straightforward.<br />

If you’re ready to make your customers<br />

your priority then here are five concepts to<br />

keep in mind as you build your business.<br />

Put your customers first<br />

If you want to build a customer-centric<br />

business you need to put your customers<br />

first. It starts with products and services<br />

that solve problems and meet needs, however,<br />

it doesn’t stop there. You also need to<br />

make sure your customers are treated like<br />

people — not like accounts, numbers or<br />

simply a source of revenue.<br />

In other words, show them you care. Think<br />

about ways to put your customers at the<br />

centre of your decision-making so their<br />

needs are consistently understood and<br />

met and they know your organisation values<br />

them. Your customers should not only<br />

feel like they are your top priority - they<br />

should also truly be your top priority.<br />

Prioritise experience<br />

Customer experience should be a top priority<br />

for any business that wants to extract<br />

increased value from customers.<br />

Every interaction the customer has with<br />

your business should help them seamlessly<br />

accomplish their goal – whether it<br />

be finding the right piece of jewellery or<br />

having a beloved ring or necklace repaired<br />

- from an initial website visit to direct customer<br />

service, every point counts across<br />

their journey with your organisation.<br />

That's why it’s so important to understand<br />

the experience of your customer in<br />

its entirety and then work to make sure<br />

they have positive interactions each step<br />

of the way.<br />

Intelligently anticipating customer needs is one of the best ways to get more<br />

business from them.<br />

By first identifying and eliminating friction<br />

and pain points, you’ll then be able to<br />

deliver the differentiating — perhaps even<br />

transformational — experiences that can<br />

set you apart from the competition.<br />

Collect feedback and act<br />

Customer feedback is essential for making<br />

informed decisions about what customers<br />

love about your business - and what they<br />

dislike about it too.<br />

Understanding what they are thinking,<br />

feeling, and doing is one of the more<br />

important parts of being customer-centric,<br />

as it allows you to constantly improve your<br />

business and meet your customers where<br />

they are and not just where you wish they<br />

were. This means regularly soliciting and<br />

collecting feedback from your customers,<br />

analysing the data you collect and taking<br />

action on what you learn.<br />

Anticipate<br />

One of the best ways to demonstrate<br />

that a business is customer-centric is to<br />

anticipate the needs of customers in ways<br />

that allow a business to consistently meet<br />

— and where relevant exceed — customer<br />

expectations.<br />

After all, there’s a reason that Amazon<br />

was granted a patent for what it calls a<br />

‘system for anticipatory package shipping’.<br />

The e-commerce giant is planning<br />

to ship the products they know their<br />

customers want before their customers<br />

know they want them.<br />

Customer<br />

feedback is<br />

essential<br />

for making<br />

informed<br />

decisions about<br />

what customers<br />

love about<br />

your business<br />

- and what they<br />

dislike about it<br />

too.<br />

Like Amazon, your business can leverage<br />

customer data to become dramatically<br />

more intelligent and more responsive to<br />

your customers.<br />

Intelligently anticipating customer needs is<br />

one of the best ways to get more business<br />

from them.<br />

Relentlessly relevant<br />

Today’s customers expect personalisation<br />

and recognition. In fact, Microsoft research<br />

notes that 80 per cent of customers are<br />

more likely to buy when you offer personalised<br />

experience.<br />

However, that personalisation better be<br />

relevant and the jewellery product or<br />

service you’re offering must be aligned<br />

with their individual interests, beliefs and<br />

needs.<br />

To deliver relevant experiences, your<br />

organisation must have the systems,<br />

processes, data, and capabilities to allow<br />

you to treat customers differently based on<br />

what you know about them.<br />

This applies across every channel and<br />

interaction, with data analytics leading the<br />

way to individualised experiences that give<br />

your customers what they need - when,<br />

where and how they need it.<br />

Customer is king<br />

From the products and services you sell<br />

to the experiences they have and the<br />

ways you interact with them, a focus on<br />

providing an amazing customer experience<br />

drives greater loyalty and, for a few<br />

winning companies, customer love.<br />

Of course, it’s all easier said than done.<br />

However, if you keep the customer at the<br />

centre of everything you do, you’ll be on<br />

your way to creating a business they love<br />

that deserves their loyalty, their accolades,<br />

and their business.<br />

MICHAEL HINSHAW is president of<br />

McorpCX, which focuses on customer<br />

experience management.<br />

Learn more: mcorpcx.com<br />

<strong>November</strong> <strong>2022</strong> | 71


My Bench<br />

Sergio Bassil<br />

Sergio Bassil Gem Setters. Sydney NSW<br />

Age 64 • Years in Trade 46 • Training Trained in Paris for 5 years, working with master diamond setters. • First job Diamond setting in Paris.<br />

SIGNATURE PIECE<br />

SAPPHIRE DRESS RING<br />

This ring featured tapered baguettes and round diamonds<br />

in a claw setting with a Ceylon blue sapphire in a claw<br />

setting. One of the most detailed cluster rings I have set<br />

that included various diamond sizes.<br />

4FAVOURITE GEMSTONE Diamond. Great to work with<br />

and the greatest refractor of light, giving it the most<br />

sparkle out of the all the gemstones.<br />

4FAVOURITE METAL 18-carat white gold.<br />

4FAVOURITE TOOL The graver - the most used tool in<br />

diamond setting.<br />

4BEST NEW TOOL DISCOVERY The pulse graver. It is a<br />

great new tool for setting diamonds.<br />

4BEST PART OF THE JOB Setting diamonds on different<br />

unique pieces that skilled jewellers have created and<br />

then seeing the finished piece after it has been polished.<br />

4WORST PART OF THE JOB Forgetting to take a break<br />

and stretch out the body when working on a big piece<br />

that requires many hours at the bench.<br />

4BEST TIP FROM A JEWELLER Spend time on each<br />

piece of jewellery to make sure it is perfect.<br />

4BEST TIP TO A JEWELLER If you’re starting out as a<br />

jeweller, get yourself a great mentor that can teach their<br />

skills. This can really help you get much further faster<br />

in your career.<br />

4BIGGEST HEALTH CONCERN ON THE BENCH<br />

Sitting down for too long. It’s important to get up<br />

sometimes and move around and stretch the body.<br />

4LOVE JEWELLERY BECAUSE It is my passion. I have<br />

been setting diamonds for more than 40 years and I<br />

love seeing the piece come to life once the diamonds<br />

and gemstones are set.<br />

72 | <strong>November</strong> <strong>2022</strong>


OPINION<br />

Soapbox<br />

The hidden factor impacting<br />

your bottom line<br />

It’s long been said that the customer is king. ERIN KELLER suggests that an important<br />

aspect of business success is all too often overlooked in service of this traditional wisdom.<br />

For the industry leaders reading this<br />

it will come as no surprise when I say<br />

that hiring staff right now is incredibly<br />

difficult.<br />

Labour shortages are widespread, young<br />

workers are expecting higher starting<br />

wages, and after a business hires and<br />

trains a new employee, especially a new<br />

apprentice, the risk that they will jump ship<br />

for a better paying job, or worse become<br />

your competition, is rising fast.<br />

With record staff shortages plaguing<br />

businesses, it’s clear that something needs<br />

to change. Reducing staff turnover and<br />

attracting new talent is forcing employers to<br />

operate from a core belief that places value<br />

on their employees.<br />

Employees or customers?<br />

Employees or customers – who would you<br />

say matters more to your business?<br />

We need to prioritise the customer<br />

experience. With an emphasis on sales<br />

increases our customers are our focus,<br />

while employees are often seen as<br />

disposable and replaceable cogs in the<br />

machinery. Because the customer is always<br />

right — right?<br />

Not anymore! While customers and their<br />

experience are still integral to our cause<br />

the pandemic gave many jewellers the time<br />

to pause and rethink circumstances and<br />

priorities, including what we want from our<br />

careers and more importantly, our lives.<br />

Many have opted for the sea-change<br />

option, moving towards coastlines with<br />

slower-paced living and have concluded<br />

that the ‘old way’ of doing things just isn’t<br />

good enough anymore.<br />

Staff, especially those belonging to<br />

younger demographics, want more<br />

flexibility, more autonomy and yes, more<br />

opportunity to grow within their roles.This<br />

shift in priorities and perspective from<br />

the average employee has changed the<br />

landscape for businesses, leading to the<br />

staff shortages I mentioned earlier.<br />

This is applying more pressure to those<br />

handling the hiring and training process,<br />

however, the simple truth is that developing<br />

quality staff is an investment every jewellery<br />

business simply must make.The imminent<br />

threat of losing a talented contributor at<br />

the drop of a hat may scare many stores<br />

away from investing heavily in developing<br />

employee abilities, but believe me when I say<br />

that’s a mistake you can’t afford to make.<br />

Risking it all<br />

It has never been more important to invest in<br />

your people. I guarantee that your customer<br />

experience will benefit from this focus.<br />

Every member of staff has influence over<br />

some, or all, of your customer relationships<br />

and experiences.<br />

You’ve probably heard it said before that<br />

when someone has a positive experience<br />

at a business, they’re likely to tell one or<br />

two people, whereas if they have a negative<br />

experience, they will tell at least five.<br />

A single interaction with your staff can<br />

make or break their experience in store,<br />

on a telephone call, or even via virtual<br />

interactions such as email or social media.<br />

Like it or not, these experiences reflect<br />

on your business and how a customer<br />

perceives your brand, including the<br />

likelihood of them returning in the future.<br />

In Ruby Newell-Legner’s Understanding<br />

Customers, she says that it takes 12 positive<br />

customer experiences to completely<br />

repair the damage done by one negative<br />

experience. Perhaps even more interesting<br />

is that research from Glance suggests that<br />

78 per cent of customers admit they have<br />

backed out of a purchase due to a poor<br />

customer experience.<br />

Further research shows that businesses<br />

that perform well on employee experience<br />

metrics – meaning their staff are happy and<br />

engaged working in the business – also tend<br />

to perform well on customer experience<br />

metrics, suggesting that improvements<br />

in employee satisfaction can drive<br />

improvements in customer satisfaction.<br />

It has never<br />

been more<br />

important<br />

to invest in<br />

your people.<br />

I guarantee<br />

that your<br />

customer<br />

experience<br />

will benefit<br />

from this<br />

focus.<br />

Happy staff can equal happy customers.<br />

Accept the challenge<br />

There is a old saying we use here at<br />

Nationwide <strong>Jeweller</strong>s – “work on your<br />

business, and not in your business.”It’s<br />

a saying that refers to a business owner<br />

getting caught up in the day-to-day activity<br />

of a business and struggling to find the<br />

time to empower their staff with higher<br />

responsibilities.<br />

Why do we still blame employees for<br />

sales losses when training and processes<br />

are the problem? What if the procedure is<br />

inadequate and does not fulfil the intended<br />

purpose? How can you hold your team<br />

accountable for failures if they are not<br />

sufficiently trained?<br />

These can be hard questions to ask yourself<br />

as a business owner, however, they’re<br />

important to consider. As an experienced<br />

educator and sales trainer, I cannot express<br />

enough the importance of adequate training<br />

and communication; they comprise the<br />

successful foundation of any business.<br />

Effective two-way communication provides<br />

new ideas and engages employees, which<br />

can contribute to sales and the continued<br />

success of the business. Ineffective<br />

communication leads to errors, leaves staff<br />

feeling confused, devalued, and frustrated.<br />

I challenge you to empower your staff<br />

with capabilities that exceed your own, to<br />

work on their weaknesses and improve<br />

their strengths, to provide focus for more<br />

opportunities that could lead to further<br />

business growth. Because happy, motivated,<br />

engaged, experienced, empowered staff<br />

equals happy customers.<br />

Listen to your employees - they often have<br />

something important to say!<br />

Name: Erin Keller<br />

Business: Nationwide <strong>Jeweller</strong>s<br />

Position: National Membership Manager<br />

Location: Sydney, Australia<br />

Years in the industry: 12<br />

74 | <strong>November</strong> <strong>2022</strong>


The 2023 <strong>Jeweller</strong>y Design Awards are back!<br />

Returning to the International <strong>Jeweller</strong>y Fair held at the ICC Sydney, the <strong>Jeweller</strong>y Design Awards represent the industry<br />

in recognising and celebrating the best of the best in Australian and New Zealand craftsmanship. The Awards Finalists<br />

will have their designs showcased as part of an exclusive display at the Fair, with cash prizes to be won!<br />

Award Categories<br />

✧1st & 2nd year Apprentice/Student ✧ 3rd & 4th year Apprentice/Student ✧ Australian Opal Award<br />

✧ Bridal Award ✧ Cad/Cam/Cast Award ✧ Coloured Gemstone Award ✧ Diamond Award<br />

✧ Coloured Diamond Award ✧ Men’s Accessories & <strong>Jeweller</strong>y ✧ Pearl Award ✧ Precious Metal Award<br />

Do you have what it takes?<br />

Enter the Awards online at www.jewelleryfair.com.au<br />

International <strong>Jeweller</strong>y Fair<br />

August 19 – 21, 2023 ✧ ICC Sydney, Darling Harbour<br />

Organised by<br />

For information regarding the awards, including terms and conditions, please visit<br />

www.jewelleryfair.com.au or give our team a call on 02 9452 7575


SAMS GROUP<br />

AUSTRALIA<br />

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Whether you are investing in a tender stone, looking for some melee to complete a custom<br />

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TENDER STONES<br />

SINGLE STONES<br />

MATCHED PAIRS<br />

CALIBRATED MELEE LINES<br />

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Apply for wholesale access via QR code or call our friendly team 02 9290 2199

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