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Does Your Online Shop Satisfy Millennials?


Millennials, people born between 1980 and 2000, are just coming into their own as adults with spending power. Despite being the first generation to be really digital savvy, Accenture asserts that this group of consumers have many similarities to previous generations. Millennials, Baby Boomers (born from 1946 to 1964) and Generation X (1965 to 1979) all:

  • Want cheap return options.
  • Practice showrooming where they look at the product in-store but look for a cheaper price online.
  • Will buy online when the physical shop is closed.

However, according to the research,

“68 percent of all Millennials demand an integrated, seamless experience regardless of the channel.” – @accenture

Accenture say that to satisfy this,

“…retailers will need to team up with technology, data, analytics and process partners to provide the service performance Millennials want.” – @accenture

On the subject of loyalty, Accenture broke down the myth of the fickle millennial. In fact, millennials wants brands to earn their loyalty by recognising their needs and wants and to be treated as a valued customer. One way they expect this to be expressed is with tailored offers.

“95 percent or more of Millennials say they want their brands to court them actively.” @accenture

Antavo Loyalty Software, a loyalty software service, along with PureChat, a live chat solution, have created an infographic on how to secure loyalty by building a webshop consumers will love. Get 9 statistics on customer behaviour, along with tips on how to deliver the best service to satisfy it.

Infographic with statistics on online shopping habits

9 Ways to Make Customers Fall in Love with You

Antavo and PureChat identified 9 optimisations you can make to secure your customers’ love for your online shop.

  1. Provide friendly, relatable customer support.
  2. Reduce friction as much as possible with a fast checkout process, that .
  3. On-site and off-site personalisation that makes marketing as relevant as possible to individual shoppers. Get advice on targeting shoppers with the right content for their buying stage.
  4. Reward customers for their loyalty.
  5. Encourage current customers to refer their friends. Referred customers have a 37% higher retention rate.
  6. Build relationships with your potential customers using ‘cold’ content that’s practical to them and doesn’t try to sell your product.
  7. Find out what issues your customers care about and highlight where your values align. Clothing retailer, People Tree, who sell sustainable and fairtrade fashion, have a strong value set that they market upon
  8. Your site needs to work well on mobile devices. Build an app or build your site with mobile in mind and upward compatibility, rather than responsive design, which is the reverse. Tips on building a mobile-first site.
  9. Be present across channels and networks so you don’t miss opportunities to engage with your potential customers.

Thanks to Antavo and PureChat for including our data.