The changing face of retail in Australia

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THE CHANGING FACE OF RETAIL IN AUSTRALIA SHAWN SMITH

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Transcript of The changing face of retail in Australia

Page 1: The changing face of retail in Australia

THE CHANGING FACE OF RETAIL IN AUSTRALIA

SHAWN SMITH

Page 2: The changing face of retail in Australia

70% are using a smartphone

44% have adopted a tablet, up from 30%

AUSTRALIANS

Technology is now part of the process

17 Million smartphones by the end of year

Page 3: The changing face of retail in Australia

72% are looking via their phone62% want to pay with their phone

CONSUMERS

25% have made a purchase on their phone57% want to be directed to relevant info20% use social media to research

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Currently using mobile for operational tasks6% have mobile checkout

BUSINESSES

47% are using social78% of paper-based catalogues don’t workLarge disconnect between consumer

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Linked to the growth of mobile70% use multiple channels to shop

OMNICHANNEL

36% shopped with the same retailer Tablets are rising very fast

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Demands are high - always connectedPath to purchase can be tech-heavy

MOBILITY PATH

Can be completed all onlineRepeat or add-ons are made easierMay use in-store to validate

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95% of under 40s access the internet72% of 40+ access the internet

NEXT CUSTOMER

79% used their phone to find products38% researched their retailer25% had made a purchase

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Mobile is highly influential51% have changed their purchase

IN STORE

Loyalty programs are low Don’t underestimate social

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Free WiFi was highly desiredImprove in-store experience

STORE SERVICES

Few want marketing messages

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Facilitating training and rosteringImprove customer service

OPERATIONS

Biggest opportunity is the relationship

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It’s the digital ‘word of mouth’67% of access from smartphone

IMPACT FROM SOCIAL

Less than 1% had negative impact 25% of usage is to a brand20% used it for search

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It all starts with the customerServe up Apps as part of the experience

FINAL WORDS

Online and offline are intertwinedCollect data and test your theories Never forget the post-sale stuff