Gen Z will quickly ditch brands with poor digital experiences. According to a Sitecore study, 80% of 18-24-year-olds say they’re more willing to try new brands online than before the pandemic, while 57% said they’re less loyal to brands than before the crisis. Thirty-eight percent say they allow a brand “just one second chance” to fix a mistake before switching to a rival, 74% say they’ll find another retailer if an online store is out of stock, while 37% have abandoned a purchase or posted a negative review because of a “poor digital shopping experience.” YPulse’s Retail’s New Reality trend report found that 82% of 13-39-year-olds who have shopped online during COVID have been shopping online more than they had in the past. (Marketing Dive)
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