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~ Salesupply Generations ~

GENERATION Z

‘THE FUTURE

SHOPPER’

Text: Thomas van Mossel // Photos: Salesupply Age: 9-24, Born: 1996-2010

lways online
Generation Z is the very first generation that has never
63% shopping via smartphone is mainly driven by them. However, and
Aknown a life without the internet. The shift to online
this is really remarkable, 63% indicate that they only shop online if
they have to and prefer to shop in a physical store.

Generation Z also tends to be less loyal to companies and brands
than older generations.

84%
rust
84% trust a company more if their information is
Tused to personalise the customer care experience.

p to date
78% expect retailers to keep them updated about the delivery
Uprocess of an order. They also expect more engagement, such as
online package tracking and email updates.

ocial sharing
Social media is mainly used to share customer experience within this genera-
Stion. 70% say they have done this at some point in their life, and 40% say they
do this regularly. Other people’s opinions are hugely important in helping this genera-
tion make purchasing decisions.

hone-favourite
Even though social media is an essential platform for Generation Z to
Ppartake in their customer experiences, they still tend to contact the customer
care department by using the telephone (29%). This is followed by live chat (21%),
email (20%) and the FAQ page (13%).

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