The digital consumer in 2016.

Find out more: www.bt.com/retail

Google

searches

Comparisonsites

Storesites

Social

media

Sources:AT Kearney. (2014) On solid ground. Available: https://www.atkearney.com/documents/10192/4683364/On+Solid+Ground.pdf/f96d82ce-e40c-450d-97bb-884b017f4cd7 Boston Retail Partners. (2015) The Future Store Manifesto. Available: https://bostonretailpartners.com/the-future-store-manifesto-real-time-retail-changes-everything/ Hartjen, R. (2015) The store of the future. Available: http://retailnext.net/blog/retail-store-of-the-future-infographic/Marketing Land. (2015) Survey: 90 Percent Of Retail Shoppers Use Smartphones In Stores.Available: http://marketingland.com/survey-90-percent-of-retail-shoppers-use-smartphones-in-stores-135759Tech Crunch. (2012) 4 out of 5 smartphone users use device to shop. Available: http://techcrunch.com/2012/09/19/comscore-4-out-of-5-smartphone-owners-use-device-to-shop-amazon-most-popular-mobile-retailer/UPS (2014) UPS Pulse of the Online Shopper. Available: https://www.ups.com/media/en/2014-UPS-Pulse-of-the-Online-Shopper.pdf

BUYBUY

BUYBUY

will happen via mobile POS or self-checkout.

90%of pre-purchasing research

happens online.

PAY

Today’s digital consumer switches from channel to channel during the purchasing process; an online presence and a bricks-and-mortar store both play important roles. The challenge for the retailer is to create a seamless omni-channel experienceto win customers and nurture them through to purchase — and beyond.

The physical store is still vital to retail.

Two thirds

of consumers who purchased online use the store before, or after, the transaction.

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But most people use the internet at some point in the purchasing process.

1 in 3consumers start theirshopping journey ona retailer’s website.

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4 out of 5people shop on

their smartphones.

Digital retail today merges online capabilities with the store experience.

of people use their smartphones in stores while shopping.90%Looking up product information

Checking reviews online

of customers buymore when helpedby a sales assistant with all the facts attheir fingertips.

85%

By 2017

Smart planning, bold decisions and the right technology can do more than help you keep pace with the digital consumer’s omni-channel expectations — it can help you get ahead, so that the experience you offer both delights the consumer now and sets up your business for future demands.

90%of all retail sales transactionsstill occur within the store.

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BUY

Price comparisons

• Stock availability.

• Discounts.

• Offers.

• Personalised

recommendations.

• Ordering to home.

• Product info.

half of alltransactions

PAY

54%

48%

42%

OPEN