Salmat has partnered with the acclaimed Australian Consumer, Retail, and Services (ACRS) Research Unit to find out how shoppers would like to shop in the future. Positioned within the Monash Business School's Department of Marketing, ACRS has a 35-year history as a globally respected source of retail, services, consumer and marketing knowledge. Their ACRS Omnibus tracker is a quarterly tracking study of consumers’ multichannel preferences and behaviour, based on an online survey of 500 Australian shoppers. We’ve distilled the key findings from the tracker into a slideshare with suggestions on how your business can get ahead of the curve and exceed your customer's’ expectations. To talk to us about how Salmat can help you prepare, call 1300 725 628 or visit our website https://www.salmat.com.au Visit our blog to read about the latest marketing best practice and trends: https://www.salmat.com.au/blog Or explore our library of downloadable marketing guides here: https://www.salmat.com.au/marketing-guides About Salmat Salmat is a leading Australian marketing services business. We partner with our clients to help them with the constant pressure of acquiring and servicing their customers, week-in, week-out. With media, digital and contact capabilities, we have the right solutions for our clients, enabling them to Reach, Convert and Serve more customers. Founded in 1979, Salmat has evolved from a small letterbox distribution business to an ASX-listed company. With a talented team across four countries we work with some of Australia’s most recognised and trusted brands to manage billions of customer interactions every year. About Netstarter Netstarter is Australia’s largest eCommerce agency. Our team is made up of 140 strategic, creative and technical specialists who work in unison to deliver eCommerce solutions of the highest quality. Every team member is laser-focused on digital commerce and the technology ecosystem that supports it. Netstarter is a Salmat-owned business. Netstarter: http://www.netstarter.com.au/ Salmat: https://www.salmat.com.au/

1. How do Aussie consumers
really want to shop
in the future?

2. We’ve been thinking a lot about
how shopping
habits are changing
in Australia.

3. Yes,
bricks and mortar
stores still exist.

4. But,
more people are
shopping online.

5. and,
Amazon
hasn’t even arrived yet!
Things are changing quickly…

6. We began to wonder...
What will
things look like
in five years’ time?

7. Will we all order our weekly shop through Alexa?
Will we all have an Amazon Dash
button to automatically
reorder our toilet roll?
Will drones deliver our
ASOS shopping?

8. And the bigquestion...

9. Are consumers
even thinking
about this

10. So,
we asked them.
(with a little help from ACRS)

11. Here’s
what we
learnt.

12. In five years’ time,
how would you prefer
to receive information
about new products
and services?
Q.

13. Survey said?

14. The majority
wanted to
59%
search online.

15. What we learnt:
Consumers like to do
their own research.

16. Once consumers have
an idea of what they want,
how did they say
they wanted to compare
the product/service
they are thinking of buying?

17. online
54%
in-store
52%
Consumers were split on
this one, between
and

18. Interesting

19. And what about
how people
buy?

20. We asked consumers
how would they prefer to
do most of their shopping
in five years’ time?

21. 45%
48%
in-store online
Again,
consumers were split between
and

22. Hmmm.
There seems to be
a trend here.

23. Consumers are
still on the fence about
fully embracing
online shopping.

24. The machines are
not taking
over yet.

25. Seeing is
believing after all.

26. When asked which products/services
they would leave to automated
technology (hello Alexa),
half wouldn’t
even consider it. 53%

27. Even in
five years’ time.

28. So,
why is this

29. It seems
Australians are
just a social
bunch at heart.

30. The majority of shoppers (59%)
admitted they would like an equal
balance between using technology
and interacting with people.

31. In fact, the majority of shoppers (59%)
would prefer to interact with
humans rather than technology
when they have a problem with an item
or service they have purchased.

32. Complaining to a computer
just doesn’t cut it.

33. what can retailers
do right now to get
ahead of the curve?
So,

34. Firstly,
the majority of shoppers (71%) said
they would like to see
real-time, in-store stock
status from retailers.

35. Something like this…
Click and collect functionality

36. Half (56%) of consumers said
they would like
delivery to their exact
location by a person.

37. Nobody
wants to put Dave the
delivery man out of a job

38. Again,
us Aussies are
a sociable bunch

39. And if
the product needs
to be returned?

40. A whopping 80% of consumers said that
they would most like to see
a free and easy returns policy
from retailers in five years’ time.

41. Amazon’s recent
announcement
about its new returns policy
to get the general idea.
See
https://www.cnbc.com/2017/08/02/amazons-new-refunds-polic
y-will-crush-small-businesses-say-sellers.html

42. And
how would consumers
like to be kept informed of
products and services?

43. Consumers were split on
whether they would be willing to
share their personal information
with a brand or retailer.

44. 39%
39%
were not willing
to share personal
information
and
were (in return for
personalised offers
relevant to their
needs and tastes)

45. So,
our
conclusion?

46. for bricks and mortar
stores alongside online.
There’s still a place01.

47. whether it be the delivery
driver or the shop assistant.
People like dealing with people:02.

48. in the visibility of stock
availability, delivery and returns.
But, where consumers do
want to see innovation is03.

49. Talk to Salmat
to find out
how we can help

50. Contact us
www.salmat.com.au
1300 725 628

51. Thank
you
www.salmat.com.au