millennials & the trends they inspire: how to build your business around a better customer...
TRANSCRIPT
MILLENNIALS &THE TRENDSTHEY INSPIREHOW TO BUILD YOURBUSINESS AROUNDA BETTER CUSTOMEREXPERIENCE
VIRTUALLOGISTICS.CASTAND E421
Robin H . SmithCo-Founder , GMSales & Marketing
CUSTOMER EXPERIENCE?Visual aesthetic, functionality, or both?
W H A T I S
VIRTUALLOGISTICS.CASTAND E421
1
HOW GEN M SHOPSSMARTPHONE AND MOBILE DEVICE OWNERSHIP CONTINUES TO GROW GLOBALLY
MILLENNIALS OVERWHELMINGLY SHOP ON THEIR MOBILE DEVICESWHEN COMPARED TO OTHER COHORTS.
Gen M will shop for Auto, Consumer Electronics, CPG, and Travel on mobile.
Gen X & Boomers still prefer to shop on laptops and tablets.
VIRTUALLOGISTICS.CASTAND E421
Source: http://www.adweek.com/
FUNCTIONALITY FIRSTFUNCTIONAL USE IS THE MOST IMPORTANT FACTOR INDESIGNING A CUSTOMER EXPERIENCE.
VISUAL APPEAL IS THE LAST ITEM THAT SHOULD BECONSIDERED.
"91% OF PEOPLE GO TO ACOMPETITOR IF THEY'VE HADA BAD EXPERIENCEON MOBILE DEVICES"
- CLICKZ LIVE SAN FRANCISCO, AUGUST 2016
VIRTUALLOGISTICS.CASTAND E421
GEN MWho are they & what do they value when interacting with brands?
C U S T O M E R E X P E R I E N C E &
VIRTUALLOGISTICS.CASTAND E421
2
GROWINGDEMOGRAPHIC
In 15 years, Gen M
will make up 75% of
the labour force.
BIGSPENDERS
Gen M enjoy and will
spend more on luxury
items.
MOBILEUSERS
Gen M'ers are mobile
users, often owning
3+ devices.
HIGHLYSOCIAL
Gen M is highly tied
in to social media.
Gen M'ers arrive in-
store with all the
details on what they
want.
SHOP CROSS-CHANNEL
GEN M & (YOUR) BUSINESS
VIRTUALLOGISTICS.CASTAND E421
Source: Gen M Influenced Retail Trends Infographic, virtuallogistics.ca/blog
THOSE EXPERIENCES AREDRIVEN BY DATA.
Gen M is forcing changes in shopping. This is forcing retailers to providemore personalized and authentic experiences to their customers.
Data is becoming the key that is going to fundamentally change thesupplier-retailer relationship. Brands like L'Oreal, Sephora, Zara, Ssence
and more are already doing deep dives into customer data to betterunderstand customer buying habits, social preferences, and background.
VIRTUALLOGISTICS.CASTAND E421
Source: Gen M Influenced Retail Trends Infographic, virtuallogistics.ca/blog
FOR T H E FULL PRESENTATION, VISIT
VIRTUALLOGISTICS.CA
VIRTUALLOGISTICS.CASTAND E421
VIRTUALLOGISTICS.CA | STAND E421
SINCE OUR START IN 1994 ,V L h a s b e e n f o c u s e d o n h e l p i n g b u s i n e s s e s f u n c t i o n m o r ee f f i c i e n t l y a n d e f f e c t i v e l y . W e d o t h i s t h r o u g h p r o v i d i n gh i g h - q u a l i t y d a t a i n t e g r a t i o n s e r v i c e s a s a p a r t n e r i ny o u r b u s i n e s s ' o n g o i n g g r o w t h .
