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
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