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‘The rapidly changing ways consumers are devouring products and services’
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#1 Friendmendations
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‘Technosumers are most influenced by friends and family
in their social networks’
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trust recommendations from people they know90%
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Text
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What is it about you that your customers love talking about?
LEVEL 1 challenge
How can you use social media to amplify these recommendations?
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#2 Aisle surfing
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‘Technosumers are most influenced by friends and family
in their social networks’
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of consumers use their mobile phones in-store to help make their purchase decision70%
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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
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#3 LOOT FOR LIKE
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‘Technosumers respond well and are starting to expect rewards for
engagement with brands’
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deals per month800deals per month4,000
2010 =
2011 =
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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
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#4 point of tale
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‘Technosumers love new experiences and especially love being able to tell
their social network about them’
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What physical space have you got available?
What are some creative ways to use this space which delivers new experiences?
LEVEL 4 challenge
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#5 PYJAMA SHOPPING
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‘Technosumers are most comfortable in their home environment’
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Australians are now shopping online6.7M
63% bought tickets72% paid bills online
75% banked online
76% made travel bookings
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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
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#6 DIGITAL WALLET
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‘Technosumers want to, and one day will, pay for everything using their
mobile phone’
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88M
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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
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#7 customer servants
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‘Technosumers have high expectations and crave personal attention’
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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.
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What is your audiences’ idea of perfect customer interaction?
How can technology enable this perfect customer interaction?
LEVEL 7 challenge
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#8 SHOPPING LAYER
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‘Technosumers love the merging of online and offline behaviour’
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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
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bcm.com.auwhatnext.bcm.com.au
blog.bcm.com.autwitter.com/bcmpartnership
facebook.com.au/bcmpartnership