THE CHANGING FACE OF RETAIL IN AUSTRALIA

SHAWN SMITH

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

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

Currently using mobile for operational tasks6% have mobile checkout

BUSINESSES

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

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

OMNICHANNEL

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

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

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

Mobile is highly influential51% have changed their purchase

IN STORE

Loyalty programs are low Don’t underestimate social

Free WiFi was highly desiredImprove in-store experience

STORE SERVICES

Few want marketing messages

Facilitating training and rosteringImprove customer service

OPERATIONS

Biggest opportunity is the relationship

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

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