How the Salvos embraced ecommerce
Customer experience manager details the approach needed to bring a network of charity shops into the digital age
Few retailers would be as far from claiming ecommerce leadership as charity op shops. But when COVID-related lockdowns descended across Australia last year, charity stores were forced to close their doors along with everyone else considered non-essential.
For the Salvation Army, that meant the closure of a network of more than 300 stores that collectively helped raise more than $41 million annually.
“It was a huge thing,” customer experience manager for Salvos Stores, Aife O Loughlin, tells
CMO. “It was the first time in 150 years the Salvos stores had ever had to close our doors.”