Download - The changing face of retail in Australia
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THE CHANGING FACE OF RETAIL IN AUSTRALIA
SHAWN SMITH
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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
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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