Retailers need to lift their mobile and digital game, finds new report

New research into the Australian ecommerce market finds 20 per cent of consumers are visiting ecommerce sites from mobile devices yet many retailers spend less than 5 per cent on mobile advertising

Mobile is driving one in five retail digital interactions and yet many Australian retailers spend less than 5 per cent of their advertising budgets targeting these consumers, a new report claims.

The 2014 Snapshot of Australian E-Commerce study, which was produced by ecommerce solutions provider, ChannelAdvisor, in partnership with the Australian Retailers Association, found at least 20 per cent of traffic to retail sites is coming from mobile devices. Yet half of the 400 retailers surveyed spend less than 5 per cent of their advertising budget on targeting these devices.

Related: Marketers using measurement complexities to avoid mobile are 'lazy'

The research also found almost two-thirds of Australian retailers offered free shipping in the past 12 months and nominated this as their most successful online customer service offering. Other key customer service offers included no-hassle returns and two-day or faster shipping.

ChannelAdvisor and the ARA reported 77 per cent of local retailers see social media as a way to increase brand awareness, with 93 per cent nominating Facebook as their top social media platform in terms of conversions.

Nearly half those surveyed said social media channels were key to attracting a new generation of customers yet again, only 36 per cent currently view social media as a way to drive conversions.

The survey was undertaken via email and online in July.

‘Savvier’ retailers earning $1 million or more online were highlighted in the report. Seventy per cent of these organisations invest in digital marketing, including online advertising as well as social media. Google Shopping, driven by product listing ads, was nominated the best-performing digital marketing channel, followed by paid search.

Other marketing tools include comparison shopping engines, retargeting, social media promotions and display advertising.

ChannelAdvisor also looked into the international and third-party behaviours of local retailers, finding 50 per cent of those bringing in more than $1 million online are selling on at least one third-party marketplace such as eBay. Overall, one-third of respondents are currently selling on international sites, and several saw future opportunities in global marketplaces such as eBay, Amazon and Rakuten.com.

Across the board, Australians are spending about $15.6 billion each year online, according to NAB’s Online retail Sales Index in July, and this figures is only going to increase.

“Retailers have many day-today demands such as juggling customer needs, shipping challenges and fast-moving, fickle consumer trends,” ARA executive director, Russell Zimmerman, said. “Despite these demands, it’s imperative that retailers spend time planning.

“The survey shows a need for greater planning and measurement, as retailers often answered ‘I don’t know’ when asked questions about where their sales or Web store traffic originated, or how much they were spending on advertising.

“Ecommerce is, and will continue to be, a core part of retail and retailers must continually learn how to operate efficiently and effectively in this new world.”

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Signup to CMO’s email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: Microsoft's Pip Arthur

​In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.

More Videos

Hey WhatsApp chatbots need to be added to a business’ tool belt to engage with the always-on customers. Easy to build in literally 5 step...

Unnit Dedhia

How chatbot marketing brought a supernatural exhibition to digital life

Read more

We’re seeing an increase in customer loyalty after businesses began implementing Live Chat. Here’s your one-stop guide on Live Chat suppo...

Fiza Syed

Customer loyalty in the time of COVID-19

Read more

JP54,D2, D6, JetA1 EN590Dear Buyer/ Buyer mandateWe currently have Available FOB Rotterdam/Houston for JP54,D2, D6, JetA1 with good and w...

Collins Johnson

Oath to fully acquire Yahoo7 from Seven West Media

Read more

Hi This is George, Thanks for sharing this nice information about foodpanda blockchain. During this pandemic situation food delivery indu...

George David

foodpanda launches blockchain-based out-of-home advertising campaign

Read more

Did anyone proofread this document before it was published?

Beau Ushay

CMO Momentum 2020: How to embrace agile marketing

Read more

Blog Posts

Commissioning personas that get used

How to avoid the bottom drawer, and how to get value from the work you’ve paid for

Melanie Wiese

Chief strategy officer, Wunderman Thompson

Why It’s Going To Be A Bumper Holiday Season Despite the Pandemic

Behavioural science expert Dan Monheit, co-founder and strategy director of creative agency, Hardhat, writes that marketing chiefs should hold their nerve, as they have reason to be optimistic

Dan Monheit

Co-founder, Hardhat

Why marketing and UX teams must join IT on cyber security

For far too long, cyber security has been considered the sole domain and concern of the IT department, with other departments including marketing, UX and design, firmly entrenched in the belief it is not their concern. The reality could not be further from the truth. In fact, this view is dangerous as it could lead to irreparable brand damage and a lack of trust in consumer behaviour.

Nicki Doble

CIO, Cover-More Group

Sign in