Value for money is the top priority for shoppers this year, with two thirds (67%) suggesting it has become more important since the start of the pandemic, according to new global research from Klarna.
This was followed by promotions and deals (60%), a good reputation and trustworthiness (60%) and having a wide range of products available (58%).
Over half of respondents said that an easy returns process (55%) and next or same day delivery options (51%) have become more important this year — naturally coinciding with 49% doing more of their shopping online and 44% doing most or all their shopping online now.
While these ‘non-negotiables’ are consistent across the board, Klarna’s report ‘Clicks and cliques: Understanding shopper tribes now’ reveals subtle differences in the priorities and preferences of five modern shopper tribes that alter the way brands and retailers should engage with them. By tapping into the wants and needs of shoppers, retailers will create a deeper, emotional connection.
- Family Firsts
A family-focused tribe with a busy life that makes online shopping invaluable and interruptions unavoidable. They are most likely to stay loyal with the retailers they buy from (30%). However, over half (55%) say they are more open to trying new brands now than they have been previously — more than any other tribe.
2. Aspirational Achievers
A financially comfortable tribe that tend to shop around and will invest in premium products. They are most likely to say they are loyal to a couple of brands and retailers within each category that they shop (45% made this claim). High quality products are a must, with over half (57%) saying these must be offered by brands or retailers — more than any other tribe.
3. Here and Nows
A tribe that lives in the moment, spending what they earn on the things they want and often finding inspiration on social media. Almost six out of ten (58%) say they still want to treat themselves to nice items, even though they are going out less — more than any other tribe. They are also more likely to turn to TV adverts for inspiration, with almost one quarter (24%) saying they do this .
4. Savvy Fashionistas
Earning less than they would like to, this tribe regularly seek inspiration online and look for hacks to help get the best products and deals. They are most likely to buy more from brands and retailers that offer promotions and deals (45%) and that have a wide range of products available (45%). They are also most likely to consider it important for brands or retailers to offer flexible payment options (36%) — which encourage them to shop regularly (33%) and buy more (35%).
5. Conscious Consumers
Less focused on hitting life’s traditional milestones and living by the system, this tribe seeks fulfilment in pursuits like learning and discovery and shop as sustainably as they can. The only tribe to rely more on brand or retailer websites for inspiration than family or friends, with 36% ranking them as a top source — perhaps due to a need to validate information themselves. Trustworthiness and a good reputation are more likely to encourage them to shop regularly with a brand or retailer — with 42% reporting this effect.
Klarna Australia country head, Fran Ereira said 2020’s events have transformed the way consumers browse and buy, reinventing their relationships with brands and retailers and accelerating change at an unprecedented rate.
“Merchants must keep a finger on the pulse of their customers’ wants and needs and adapt their products and service offers accordingly to build a connection with shoppers to drive loyalty and, ultimately, sales.”