We are currently in a social media buying phenomenon. Gen Z is the first generation to have lived with some digital function since birth, and now that they are getting older, the stakes are high. Unfortunately, it has been researched that members of Gen Z as consumers are hard to win over and easy to lose. That is why businesses now more than ever need to fully commit to embracing social commerce to secure the hearts and businesses of Gen Z.
Expectations
Let me tell you a little about my generation. We seek convenience. If we find one flaw in our customer experience, one little challenge that makes our purchase journey inconvenient, game over. The cart is abandoned.
74% of Gen Zer’s claim they will spend more money with a brand that has a good customer experience
Making sure your Gen Z customers (and everyone else) have a seamless customer experience includes the following:
- An easy-to-use app or mobile-friendly website
- Simple check-out processes
- Mobile wallets
- Self-Service customer support
These are all essential features, but the aspect that tops the cake is … PERSONALIZATION. Gen Z expects personalized experiences and interactions.
80% of consumers are likelier to purchase from a brand that offers personalized experiences.
Social Commerce is The Next Big Thing For Creating Personalized Experiences
Now for the good stuff
Over half of Gen Z allows social media channels (Instagram, Tiktok, Twitter, Facebook) to influence what they buy. We see common trends such as #amazonfinds and #TikTokMadeMeBuyIt all over social media showcasing their purchase. We are now at a point where consumers want to be able to make purchases through their apps.
So how do you keep up?
Be interactive on social media, open to customer feedback/support to the DM’s, incorporate AI, maximize human-operated customer service channels, and more! Social Commerce will soon become the norm, and brands need to embrace it and plunge into this trend by crafting an omnichannel strategy.
Wrap Up
Social Commerce is the new expectation for Gen Z tech savages. They have everything they need in the palm of their hands from their mobile devices. Win this generation over as customers today by embracing social commerce and crafting personalized experiences with features like mobile wallets, self-service customer support, and more! Remember also to be interactive on social media and have high-quality authentic content.
