The omni-channel consumer – Engaging the millennial generation

Where older generations clipped coupons from the pages of a magazine or the local newspaper and spread news of trusted brands and value over word of mouth, millennials have simply grown up doing the same things via their laptops and smart phones. There’s no doubt that online shopping has become a new normal, but some things simply do not change. No matter how convenient a one-click experience may be, it doesn’t make for much of an experience at all.

Millennial customers still want the same things. They want to be inspired. They want to see and touch something before they spend their money. They want to know just what it will look like, not isolated in a blank background with a price tag, but inside their homes.

Millennials still enjoy shopping in person as much as anybody else; just go check out the nearest Apple Store. People want to see the product first-hand to know that it is what they truly want, even with the very tools that allow their massive online presence in the first place.

But another aspect of the brick and mortar store is that it is a perfect place to window shop. Research shows that the same percentage of customers of all generations want to see the products first-hand, but how do you keep customers from scouting ideas at your location only to find the same products for a better price at a different online retailer? You offer them the easiest path to purchasing with a unique and engaging experience. Omni-channel shopping is the new expectation of the modern consumer, with seamless transitions through every stage of the buying process.

Think of the web as just another entryway into the showroom. Sure, a multitude of potential buyers will be walking through those doors, but it will take a little something extra to have them leaving with your products in the shopping cart. Simply being available online is not enough.

This new generation of homeowners may scan the internet for reviews and lowest-possible prices, but the internet does not come with any sense of security and confidence. While for many it will be a source of early inspiration as well as the final purchase destination, consumers still need more to feel comfortable in the knowledge that their needs are being met.

There is no single method to fall back on for the modern customer, the combined package is what the Millennial is looking for. Think of how your buying channels work together as a whole. Can your website provide a showroom experience? Does it flow effortlessly from a smartphone to a laptop and to the brick and mortar showroom itself?

This new type of buyer grew up in the tech-world. They grew up playing The Sims and other world-building simulations. This is an incredibly important detail when it comes to home remodeling. Millennials want to be a part of the process from start to finish, and they’re no strangers to technology.

Offering interactive participation, both in-store and online, is a crucial advantage for the modern manufacturer and retailer. With web-based solutions like 2020 Ideal Spaces, your customer can build a virtual 3D dream home with specific products from your catalog. With modules like Auto-Design, they can do all this in minutes. From the starting gun to the finish line, customers can use this online space planning solution for inspirational ideas and choosing products, they can combine options for a full view of the end result and then easily transition to working with a professional designer and purchasing your products online or in person, and finally installation in their homes. For a generation of consumers that delights in all forms of hands-on customization and DIY involvement, this is a game-changer.