Today’s consumers are a fickle bunch—for all the benefits they offer, option overload, customer-centric branding and expectations of a seamless experience have created shoppers that are ready to drop your brand in a hot second if they run across any bumps in the road or have to jump through unnecessary hoops along the buying journey. Therefore, it’s essential for retailers to understand the shopping preferences of their target audience to design the right experience that appeals to their customers.
New research from BRP reveals that while the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. Digital Consumers (ages 18-37) have higher expectations for the retail experience and embrace the use of technology to make their research and buying process more convenient than Traditional Consumers (ages 38+), who are more focused on the basics of finding their desired product at the right price.
“It is interesting to see what drives consumers’ shopping habits and the differences between generational groups,” said David Naumann, vice president of marketing at BRP Consulting, in a news release. “As retailers plan their in-store, online and mobile shopping experience strategies, it is imperative that they align with the desires of their target audiences. Making every experience a positive one is also key, as nearly two-thirds of ALL consumers will stop shopping at a retail brand after one unsatisfactory experience.”
The firm’s newly released 2019 Consumer Shopping Habits – The Generation Gap report identifies how and where they prefer to shop and which factors influence their shopping journey. Below are key findings based on generation groups.
As Digital Consumers research products, they seek out consumer reviews to make more educated purchase decisions. When choosing a store, 65 percent want the ability to receive personalized recommendations and 65 percent prefer the ability to pay via a mobile wallet or retailer app. Receiving merchandise quickly is important with same day delivery a reason to choose a store for 77 percent of these consumers. Digital Consumers are more likely than Traditional to share feedback on social media for both exceptional and unsatisfactory shopping experiences.
Traditional Consumers focus on the basics when they shop – product availability and competitive pricing. While shopping for products, 63 percent choose a store based on the associates’ ability to order out of stock products. While they are more tolerant on the timing of deliveries, 86 percent will choose a store with free delivery over one that doesn’t offer this service. Traditional Consumers rarely share feedback on social media for any shopping experience, but for unsatisfactory experiences, 64 percent will contact the retailer to share their dissatisfaction.
Download the full report here.
This report, based on findings from a BRP survey of 1,298 U.S. consumers fielded in December 2018, was sponsored by Manhattan Associates.