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Brands that are yet to make the necessary changes to welcome Gen Z…

It’s ok. You still have some time!

Why Focus on Gen Z?

With a massive 377 million, Gen Z’s customer base is India’s largest generation to date. Already influencing $860 billion in consumer spending, their impact is expected to soar to nearly $2 trillion over the next decade.

With 1 in 4 Gen Z youngsters already in the workforce and half expected to be earning within the next decade, now is the time to adapt. NOW.

Although Gen Z shops as frequently as millennials, they are 1.5 times more likely to conduct in-depth research before buying. 

While 45% of brands acknowledge Gen Z’s economic potential, only 15% have started to truly leverage it!

Gen Z & Trends

When it comes to shopping, trends are everything. For Gen Z, trends are 1.7 times more important than brands. 

It’s not only about the products. Nearly 70% of Gen Z places high value on their inner circle—those close friends and family with whom they share everything from shopping finds to streaming choices.

Nearly 80% are drawn to all types of visuals—from images and GIFs to stickers and immersive lenses. If your marketing lacks visual appeal, it could easily be overlooked in the endless scroll!

Are you ready to embrace the Gen Z revolution?...

First came search. Then came social.

Now, we’re in the third wave of digital advertising, that brands have to get accustomed with.

1. Commerce media has transitioned from traditional in-store displays to digital ads seamlessly integrated across platforms, enabling brands to connect with consumers near the point of purchase.

2. Retail-Agnostic Media Platforms (RAMPs) have broadened commerce media’s reach by leveraging zero- and first-party data from multiple retailers, offering wider audience access and more tailored personalization beyond individual retailer networks.

3. With the rise of hybrid shopping, advertisers need to connect with consumers across diverse touchpoints—from online to in-store—delivering consistent, customised messaging throughout their purchasing journey.

4. As third-party cookies phase out, zero- and first-party data directly gathered from consumers enables brands to enhance personalization in marketing efforts and create more effective audience segments.

5. New measurement tools, such as data clean rooms, offer improved methods to assess ad impact, particularly across digital and physical channels, boosting return on ad spend (ROAS) and return on investment (ROI).

This being said, let us take a closer look into the 3 stages of Customer Journey, and what Gen Z have to say about it…

1. What Gen Z Hates about the Pre-Purchase Experience

Gen Z is all speed and seamless interactions.

With an average online attention span of 8 seconds (sadly), Gen Z values speed and convenience over everything. Brands that can’t offer a smooth, low-barrier entry are at risk of high bounce rates and cart abandonment.

To retain Gen Z’s interest, brands should streamline the pre-purchase process, eliminate unnecessary steps, and explore user-friendly social commerce integrations.

2. What Gen Z Hates about the Post-Purchase Experience

Notifications, but without excessive intrusion. 

Gen Z’s trust hinges on transparency and immediacy. 

Brands need to prioritise real-time updates, DIY support options, and non-intrusive yet informative notifications to keep Gen Z happy and informed.

3. What Gen Z Hates about the Post-Delivery Experience

Gen Z is vocal, extremely.

And like any other, expects seamless returns, effortless feedback collection, and prompt responses to any reviews or queries. 

Lacking here? Gen Z won’t hesitate to let you—and their entire social media following—know.

Follow-up right, increase loyalty and brand advocacy.

What else? Streamlined return processes, authentic review interactions, and loyalty programs tailored to individual preferences.

That’s the end of our talk on “What Gen Z hates about your Brand.”...

☕ See you on the next coffee date!

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