As stores begin to re-open around the world, retailers will be looking for ways to offer a safe, secure, and premium consumer experience. This is especially true for retailers looking to attract the $143 billion buying power of Generation Z (Gen-Z) shoppers, who make up about 40% of all consumers. Luckily, Gen Z’s spending habits provide a few unique ways that retailers can attract these young consumers.

Gen Z craves in-store shopping

The vast majority – 81% – of Gen-Z consumers (those born between 1995 and 2015) prefer to shop in-store. In fact, e-commerce only accounts for 7.4% of Gen Z spending, with many preferring to shop in a physical store. According to recent data, 73% of Gen-Z shoppers said they like to shop in-store to discover new products, and 58% of them say browsing in-store allows them to disconnect from the digital world.

Shifting from in-store to mobile experience

In light of changing social distancing recommendations, Gen Z’s in-store shopping habits may prove to be difficult to continue. One way brick-and-mortar locations can continue to attract Generation Z shoppers and follow social distancing guidelines is through the use of mobile apps. Retailers should look to create mobile applications that are engaging, personalized, and user-friendly to encourage them to make online purchases.

Another way retailers can continue to attract Gen Z Shoppers is by offering virtual shopping experiences. Gen-Z craves connection and community, and they actually prefer to engage with and speak to store associates while in-store. Retailers should get creative in bringing this in-store interaction to online platforms.

Delivering a positive in-store & online experience is key

Retailers should deliver positive in-store and online shopping experiences to Gen Z. Why? Because they have high expectations. Research shows that 22% of them will refrain from making a repeat purchase if the online experience is poor, and that number jumps to 25% if they have a negative in-store experience. Now more than ever, retailers should be providing an intimate and personalized experience.

This generation is digitally connected, so they are more likely to share personal reviews – both positive and negative – on the products and services they’ve rendered via social media. In fact, data shows that over 60% of Gen-Z’ers leave a product review after a purchase. It is important for retailers to provide timely responses via their social channels.

Gen Z ranks click-and-collect as one of their top preferred shopping methods

Growing up with technology at their fingertips, Gen-Z shopping habits are primarily driven by mobile and experiential shopping. It should come as no surprise that they live in a digital world and simply reach for their mobile devices to research products, engage with brands, discover new items, and make purchases. They want the products they order online to be available immediately, and they want the pick-up process to be quick and easy.

Gen-Z ranks click-and-collect as one of their go-to shopping methods. However, retailers need to execute it seamlessly in order to boost Gen-Z customer loyalty and drive additional revenue.
Smart lockers provide retailers a safe, secure and contact-free delivery process

Smart lockers, like those offered by Parcel Pending by Quadient, help retailers streamline their click-and-collect process and enhance their customer experience. Quadient’s parcel locker solutions make it quick, convenient, and most importantly, safe for customers to retrieve their online orders. Customers can be in and out of the store with their goods in seconds compared to the outdated method of waiting 10-15 minutes for a store associate to locate and provide their order.

How does click-and collect work?

Once an online order is fulfilled – be it clothing, electronics, or more – the items are placed into a Parcel Pending locker. Customers are then instantly notified by text or email with a unique PIN or barcode to access the locker. They can quickly and easily pick-up their online order at their convenience, and all deliveries and customer pick-ups are monitored, tracked, and verified for a complete chain of custody for all orders.

A premium experience
By bringing a customer into a store and delivering a convenient and premium experience, these younger consumers are more likely to make additional purchases since their time is no longer wasted waiting in line. In fact, 61% of shoppers who come into the store to collect their online order make an additional unplanned purchase. 

Retailers should consider investing in safe, secure, and innovative solutions – like a Parcel Pending by Quadient Parcel Locker – to earn the loyalty of this demographic. By adapting their shopping experience to appeal to young shoppers and their purchasing preferences, retailers can tap into Gen-Z’s influential spending power. 

Let Parcel Pending by Quadient help you save staff time, boost your bottom line, and provide a consistent and secure consumer experience by streamlining your click-and-collect process. Discover the retail locker solution that is right for your business by contacting us today.

Alexandrea Purvis

Alexandrea Purvis

Content Marketing Specialist- Parcel Locker Solutions

Alexandrea Purvis is the Content Marketing Specialist for Parcel Locker Solutions at Quadient, responsible for the development and execution of Quadient's global content strategy for Parcel Locker Solutions. Alexandrea has more than 5 years of experience in the technology industry and has created and implemented key marketing strategies that are engaging and increase brand awareness around parcel lockers. Alexandrea holds a B.A. from the University of Central Florida and an M.A. from Lille 1 University of Science and Technology. 

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