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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 phone
62% want to pay with their phone
CONSUMERS
25% have made a purchase on their phone
57% want to be directed to relevant info
20% use social media to research
Currently using mobile for operational tasks
6% have mobile checkout
BUSINESSES
47% are using social
78% of paper-based catalogues don’t work
Large disconnect between consumer
Linked to the growth of mobile
70% use multiple channels to shop
OMNICHANNEL
36% shopped with the same retailer
Tablets are rising very fast
Demands are high - always connected
Path to purchase can be tech-heavy
MOBILITY PATH
Can be completed all online
Repeat or add-ons are made easier
May use in-store to validate
95% of under 40s access the internet
72% of 40+ access the internet
NEXT CUSTOMER
79% used their phone to find products
38% researched their retailer
25% had made a purchase
Mobile is highly influential
51% have changed their purchase
IN STORE
Loyalty programs are low
Don’t underestimate social
Free WiFi was highly desired
Improve in-store experience
STORE SERVICES
Few want marketing messages
Facilitating training and rostering
Improve 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 brand
20% used it for search
It all starts with the customer
Serve up Apps as part of the experience
FINAL WORDS
Online and offline are intertwined
Collect data and test your theories
Never forget the post-sale stuff

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The changing face of retail in Australia

  • 1. THE CHANGING FACE OF RETAIL IN AUSTRALIA SHAWN SMITH
  • 2. 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
  • 3. 72% are looking via their phone 62% want to pay with their phone CONSUMERS 25% have made a purchase on their phone 57% want to be directed to relevant info 20% use social media to research
  • 4. Currently using mobile for operational tasks 6% have mobile checkout BUSINESSES 47% are using social 78% of paper-based catalogues don’t work Large disconnect between consumer
  • 5. Linked to the growth of mobile 70% use multiple channels to shop OMNICHANNEL 36% shopped with the same retailer Tablets are rising very fast
  • 6. Demands are high - always connected Path to purchase can be tech-heavy MOBILITY PATH Can be completed all online Repeat or add-ons are made easier May use in-store to validate
  • 7. 95% of under 40s access the internet 72% of 40+ access the internet NEXT CUSTOMER 79% used their phone to find products 38% researched their retailer 25% had made a purchase
  • 8. Mobile is highly influential 51% have changed their purchase IN STORE Loyalty programs are low Don’t underestimate social
  • 9. Free WiFi was highly desired Improve in-store experience STORE SERVICES Few want marketing messages
  • 10. Facilitating training and rostering Improve customer service OPERATIONS Biggest opportunity is the relationship
  • 11. 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 brand 20% used it for search
  • 12. It all starts with the customer Serve up Apps as part of the experience FINAL WORDS Online and offline are intertwined Collect data and test your theories Never forget the post-sale stuff