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