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 dont 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 nd products 38% researched their retailer 25% had made a purchase

Mobile is highly inuential 51% have changed their purchase IN STORE Loyalty programs are low Dont 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

Its 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 ofine are intertwined Collect data and test your theories Never forget the post-sale stuff