Interesting article from Gartner about the customer of tomorrow, but is it? Gen-Z and Millennials are already making buying decisions.
My partners 22 year old has just purchased his first flat. He got his mortgage through an app. Everything about the flat, all the information on buying, the furniture is all purchased online and validated through peer validation and talking with his mates. If your website is difficult to use, he gives you 5 seconds and does not go back. Many of time he says to my partner and I "How do these people make money, when they have such bad websites?"
And there is the difference. Us Gen X, put up with bad service as we expect it, Gen-Z and Millennials don't.
Mankind is at a crossroads .....
“Peer validation has become a key way for many younger people to self-evaluate, thanks to social media, which they use as sources for “reality checks.””