Evidence why every digital customer experience must consider all ages

When companies talk about customer experience they usually make two fundamental mistakes; first is thinking that customer experience only applies to a younger consumer and second is that they limit it to digital experience rather than the entire customer journey.

However, this research from Nielsen also suggests that when developingĀ a digital customer experience one would be foolish not to consider the needs of all adult ages. We call this Lifetime Customer Experience.

(See chart below) Sure there are some age-related differences in the preferred device to watch video programming at home, but the usage out of home is similar among all age groups.

Given that the 50+ consumer is the largest, fastest growing, wealthiest and often least contested consumer segment on the planet, surely it makes sense that digital (in fact any) customer experiences should appease them!?

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