Retail industry analytics firm, RetailNext, recently announced results from a study on Zoomers. They are driving much of the post pandemic recovery in physical retail stores (nearly 70% of them shopping weekly). The downside is they want the same level of speed and ease they enjoy online. 

The survey found that just over 35% of those that leave the store without purchase is out of frustration, more than any other generation. The most cited issues were long check-out lines, crowded and cluttered aisles, and difficulty finding merchandise, issues not encountered virtually. 

The authors of the survey stated, “Gen Z has grown in an age where everything is on demand, and yet, when they walk into stores, they feel caught in a system that has not caught up. Gen Z isn’t just a consumer group — they’re a force pushing brick-and-mortar stores to become smarter, faster, and more intuitive.” These findings dovetail with our research on Gen Z shopping behavior, which has found that they are the most impatient generation. 

This consumer group is more likely to embrace in-store technology to replicate online experiences. This includes everything from self and remote checkout to interactive and AI enabled video displays that help young customers find, learn, and compare merchandise. Store layout and design are more important than ever, along with improved inventory management. Our research found that Zoomers are drawn to stores that capture their imagination with unique designs and experiences. 

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