Technosuming - BCM's What Next presentation August 2011
77
‘The rapidly changing ways consumers are devouring products and services’
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BCM's 'Technosuming' What Next presentation, August 2011
Transcript of Technosuming - BCM's What Next presentation August 2011
‘The rapidly changing ways consumers are devouring products and services’
#1 Friendmendations
‘Technosumers are most influenced by friends and family
in their social networks’
trust recommendations from people they know90%
Text
What is it about you that your customers love talking about?
LEVEL 1 challenge
How can you use social media to amplify these recommendations?
#2 Aisle surfing
‘Technosumers are most influenced by friends and family
in their social networks’
of consumers use their mobile phones in-store to help make their purchase decision70%
What happens when you search your brand or product on a mobile?
Is relevant information delivered? If not, how can you improve this?
LEVEL 2 challenge
#3 LOOT FOR LIKE
‘Technosumers respond well and are starting to expect rewards for
engagement with brands’
deals per month800deals per month4,000
2010 =
2011 =
What value can you offer your customers through online channels?
What action do you want from your customers in return for this value?
LEVEL 3 challenge
#4 point of tale
‘Technosumers love new experiences and especially love being able to tell
their social network about them’
What physical space have you got available?
What are some creative ways to use this space which delivers new experiences?
LEVEL 4 challenge
#5 PYJAMA SHOPPING
‘Technosumers are most comfortable in their home environment’
Australians are now shopping online6.7M
63% bought tickets72% paid bills online
75% banked online
76% made travel bookings
How much of your offering can your customers access from home?
Can you expand the online offering now or in the future?
LEVEL 5 challenge
#6 DIGITAL WALLET
‘Technosumers want to, and one day will, pay for everything using their
mobile phone’
88M
Are there any opportunities to speed up or promote repeat purchase using mobile payments?
Could the new NFC technology facilitate future mobile payment?
LEVEL 6 challenge
#7 customer servants
‘Technosumers have high expectations and crave personal attention’
That’s why stores have begun making change rooms more attractive to customers.
Lauren Tielis, Retail Reporter
Only
10%of customers make a purchase that they haven’t tried on.
67%of customers who try on items buy them.
What is your audiences’ idea of perfect customer interaction?
How can technology enable this perfect customer interaction?
LEVEL 7 challenge
#8 SHOPPING LAYER
‘Technosumers love the merging of online and offline behaviour’
What opportunities are there for you to merge online and offline information?
Could you give your customers a better experience with your brand?
LEVEL 8 challenge
bcm.com.auwhatnext.bcm.com.au
blog.bcm.com.autwitter.com/bcmpartnership
facebook.com.au/bcmpartnership
