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Focus on the phone

Produce Retailer – How does the average shopper experience your brand on her phone? That question should be a guide for your marketing efforts in the coming years. According to a new report by retail consulting firm BRP, 41% of consumers plan to increase how often they shop on their phone or tablet within two years. The report is based on a survey about shopping habits overall — not grocery shopping habits alone — but the findings are still relevant.

After all, the plethora of fast food options has certainly influenced what kind of products shoppers demand in grocery stores, leading to tremendous growth in fresh-cut and prepared foods sections, and the popularity of e-commerce in non-food retail sectors like clothing, books and electronics has prompted the rapid rise of grocery pickup and delivery services. We know shoppers are looking for convenience, and the BRP report indicates that for many people convenience is not just important but a make-or-break factor.

The firm found that 67% will choose a store based on the availability of mobile coupons and 64% will choose a store based on product information availability via a mobile device. BRP found that many retailers are already working to realize the opportunities those preferences present.

Read Full Article: Focus on the phone

Gap, Chipotle and Sephora test Ibotta’s new rewards-based payment tool

Retail Dive – Younger consumers are leading the way with the adoption of mobile payments, according to a survey by Origin, Hill Holliday’s independent research arm. Twenty-two percent of survey respondents under 40 said they use mobile payments daily, while 45% of people over 40 said they’ve never used mobile payments. The most popular payment apps on mobile devices in the U.S. are for person-to-person (P2P) transactions, eMarketer found. It estimated that P2P adoption of apps like Venmo will grow to 96 million users, or 40% of all mobile phone users, this year from 82.5 million in 2018.

Smartphones have become a key part of the shopping journey for many U.S. consumers, with 34% saying they use their phone to compare prices while in store and 28% looking for coupons, according to consulting firm BRP. About two-thirds (67%) of surveyed consumers in the U.S. said they’re likely to shop at a retailer that offers mobile coupons over one that doesn’t, the company said. Ibotta’s new feature aligns with these trends by streamlining mobile payments, couponing and rewards into a single app function.

Read Full Article: Gap, Chipotle and Sephora test Ibotta’s new rewards-based payment tool

Consumers Shop Differently – The Generation Gap

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 than Traditional Consumers (ages 38+) and embrace the use of technology to make their research and buying process more convenient. Traditional Consumers are more focused on the basics of finding their desired product at the right price.

BRP surveyed 1,298 U.S. consumers to identify how and where they prefer to shop and which factors influence their shopping journey. The findings of the survey are covered in the 2019 Consumer Shopping Habits – The Generation Gap report.

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.

DIGITAL CONSUMERS (ages 18-37)

As Digital Consumers research products, they seek out consumer reviews to make more educated purchase decisions. When choosing a store, 65% want the ability to receive personalized recommendations and 65% 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% 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 (ages 38+)

Traditional Consumers focus on the basics when they shop – product availability and competitive pricing. While shopping for products, 63% 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% 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% will contact the retailer to share their dissatisfaction.

For more information on the generation gap between Digital and Traditional Consumers, download the 2019 Consumer Shopping Habits – The Generation Gap report:

https://brpconsulting.com/download/2019-consumer-shopping-survey

I hope you enjoy this report.  Please share your comments below.

David

Report unveils consumer shopping preferences based on generation

Refrigerated and Frozen Foods – While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. It is essential for retailers to understand the shopping preferences of their target audience to design the right shopping experience that appeals to their customers, according to the “2019 Consumer Shopping Habits – The Generation Gap” report, produced by BRP Consulting, Boston.

While the shopping journey varies depending on the customer, product and even season, there are similarities within generational groups. Digital consumers (ages 18-37), for instance, have higher expectations for the retail experience than traditional consumers (ages 38-plus) and embrace the use of technology to make their research and buying process more convenient. Traditional consumers 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,” says David Naumann, vice president of marketing. “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.”

Read Full Article: Report unveils consumer shopping preferences based on generation

5 Things Customers Want from Retail Stores and How You Can Deliver

Small Business Trends – The world of retail is changing — perhaps faster than at any time in history. How can a small retailer keep up with what customers want? One way is by keeping up with the latest retail insights from retail consulting firm BRP. The company does a wealth of consumer surveys to find out what today’s shoppers want from retailers.

While some of the research is most applicable to larger retail chains with bigger budgets than small retailers, there is still a lot to learn. You’ll want to pore over the massive report yourself, but here are some of the key takeaways.

What Retail Store Customers Want:

1. Provide Personalized Customer Service
2. Offer Online/Offline Integration
3. Make the Most of Mobile Technology
4. Lure Them with Loyalty Rewards
5. Offer Store Financing

What do retail customers want? It changes from day to day. But since 63% of consumers will stop shopping at your store after just one unsatisfactory shopping experience, you’d better offer it.

Read Full Article: 5 Things Customers Want from Retail Stores and How You Can Deliver

Study: Personalization Important To Young Retail Shoppers

MediaPost – Younger retail shoppers are driven more by personalization than older people, according to Consumer Shopping Habits—The Generation Gap, a study by BRP, retail consulting firm. They also are more attracted by a retailer’s technology.

BRP refers to the younger group as digital consumers, and to the older cohort as traditional consumers. During the customer journey, digital consumers want knowledge, personalization, self-sufficiency, speed and influence.

Traditional consumers look more for discounts, product availability, ease of use, cost and satisfaction. Of those in the older group, 64% compare prices, versus 59% of the younger people. At the same time, 62% of the digital consumers will build a shopping list, versus 49% of the traditionalists. But only 44% of the juniors will look for offers/coupons, compared to 57% of the older people.

Shoppers in the younger cohort are also much more likely to be attracted to mobile point-of-sale (59%), self-checkout (75) and the ability to pay by mobile app or retailer app (65%). They also want same-day delivery.

Read Full Article: Study: Personalization Important To Young Retail Shoppers

Survey: Older, younger consumers shop brick-and-mortar differently

Chain Store Age – Customer expectations of the in-store experience depend on whether they are older or younger than 38. According to a new survey of 1,298 consumers from BRP, retail consulting firm, “Consumer Shopping Habits – The Generation Gap,” digital consumers age 18-37 approach brick-and-mortar stores very differently than traditional consumers age 38 and up.

For example, digital consumers tend to want in-store technology that enables personalized shopping. Sixty-five percent want personalized recommendations, while 61% want a curated selection of products from stylists and 60% want recommendations based on what is in their closet.

Meanwhile, traditional consumers are more interested in technology that helps ensure product availability – 63% want associates to have the ability to order out-of-stock products and 60% want the ability to search in-store inventory availability.

Digital consumers are also more interested in having technology-enabled control of their in-store shopping experience – 87% say self-service options allow them to control their own experience and 71% like automated pickup and returns processes. In contrast, 60% of traditional consumers say self-service options allow them to control their own experience, while 49% say automated returns are nice but not necessary, and 41% say automated pickups are nice but not necessary.

Before entering a store, both digital and traditional consumers will use technology to research and prepare for the trip. However, digital consumers are more focused on prioritizing their purchases, while traditional consumers zero in on discounts, as demonstrated by differences in likelihood to perform the following activities:

• Compare prices (59% digital vs. 64% traditional).
• Look for offers/coupons (44% vs. 57%).
• Build a shopping list (62% vs. 49%).

Read Full Article: Survey: Older, younger consumers shop brick-and-mortar differently