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Understanding Generational Differences in Retail

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MaritzCX G-Tailing Poll

Join Dave Fish, Ph.D. to hear about generational preferences in privacy, shopping, and retailing from the results of our first annual MaritzCX G-Poll.

“Each generation imagines itself to be more intelligent than the one that went before it, and wiser than the one that comes after it.”
– George Orwell

Did you know:

  • 50% of Plurals would prefer to order online for most of their packaged goods
  • 2 in 3 of Millennials use their mobile devices to check prices while grocery shopping
  • 41% of Gen Xers start with the internet sales department when shopping for a new vehicle
  • Less than 1 in 3 Boomers use mobile banking
  • 62% of the Silent Generation trust private industry with their information more than the government

The impact that world events and technology have on generations is pronounced and tenacious. The Silent Generation had a country that rallied to free the world from tyranny and expand democracy. The Boomers were the hopeful idealist sons and daughters whose optimism was later diminished by the untimely death of a young president, a red menace, and an unpopular war. Gen X somehow fell in the cracks with a generation of so-called “slackers” who created some of the worlds most prolific artists and entrepreneurs. Then came the millennials, who never knew a world without mobile devices or 500 television channels at their disposal. Finally the newest generation is coming of age; called Gen Z or Plurals. Sophisticated shoppers who grew up in an agnostic mash up of race, religion, geography, and class…older before their time in many ways, but younger in many others.

Each generation has a view of the world that is in contrast to the previous. Each has its own preferences in how they wish to communicate, shop, and interact with companies and other organizations. Companies that can learn and adapt to the populations they serve will flourish. Those who fail to adapt and keep up will, eventually, fail.

Join this exhilarating discussion as Dave Fish, Ph.D. presents an interactive session about generational differences and similarities in their attitudes around sharing privacy and information sharing.

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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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