older consumers: the market opportunity...older consumers: the market opportunity mark beasley...
TRANSCRIPT
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Older consumers: the market opportunity
Mark Beasley
Chairman: The Mature Marketing Association
Managing consultant: rhc advantage
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Why I’m here
• To help businesses to engage effectively and ethically with the
increasingly large number of economically and socially
active older consumers
• Many businesses and organisations have yet to optimise their
alignment with this strategically important group
• As a result, many older people are unable to source, purchase
and consume goods and services in the way they would like
• Addressing this market failure will benefit both business and
consumer
• To do this requires specialist insight, understanding,
resources and skills.
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Scope
1. What we know
Demographics
Economic
Social
Psychological
Physical
2. Opportunity Areas
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Demographics
• More adults over the age of 45 than under 45
• More people over the age of 65 than under 16
• Growth is in over-65s:
• + 1.1m in next 5 years
• + 50% in next 10 years
• + 100% in next 50 years – from 17% - 30% of population
• Baby boomers > seniors
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Economic impact of ageing population
Macro-economy slows down
• Reduced output growth
• Expenditure peaks
• Savings & investment decline
• Smaller workforce, paying more tax
• Increased pressure on state
• Reduced state funding
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Economic impact of ageing population
For individuals
• Inadequate provision for retirement
• Private & state pension issues
• Poor return on savings & investments
• Health and social care funding
• Longer working life
• Increased entrepreneurship
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Economic behaviour of over-50s
• 35% of the population
• Income peaks at 50
• 70-80% of wealth
• 40%+ of expenditure
• Outspend younger age groups
• Driving category growth: mainstream and self-actualisation
But...
• 1.6m people 65+ living on or below the poverty line
• The next generation of 45-64 year olds will not be as well-off
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When do you stop being young?
•15-24 28
• 80+ 42
• Average 35
Abrams & Vauclair
European Social Survey
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When do you start getting old?
Aged 15-24 - 54
Aged 80+ - 67
Average - 58
The concept of ‘age’
is associated almost entirely
with negative attributes
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Old age is culturally unattractive
• Old people seen as a burden,
dependent, feeble, frail,
inadequate, lacking in creativity
& dynamism
• “Ageism is now the most widely
experienced form of
discrimination in Europe.“
• 64% think that age prejudice is a
serious issue
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New stereotypes
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New stereotypes
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Social disruption
• Traditional concepts of
lifestage and family structure
are increasingly irrelevant
• 80% are non-traditional family
• ‘Blended families’, ‘club
sandwich’ families, single-
person households, single-
parent families, increase in
divorce, decline in marriage...
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The psychology of ageing
• Denial. Refuse to look, think, feel, behave or accept
chronological age
• Don’t pigeonhole me! Refuse to accept social stereotypes,
assumptions and prejudice
• I am an individual! I want to be defined by activities, attitudes,
desires, interests, lifestyle and needs – not age
• The Happiness Curve. Increased confidence, cheerfulness and
optimism
• Are you talking to me? Dislike of being defined, portrayed or
targeted by age
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Physical ageing
• Younger for longer? People are living longer, healthier, more
active lives
• Older for longer? Increased longevity – but with disability and
serious illness
• Disablement. 50% of registered disabled people are over 65
• Physical ageing. Inevitable – but varies by age & individual
- Cognitive. Response, processing & retention of information
- Sensory. Sight, hearing, touch, smell, taste, oral
- Physical. Mobility, Dexterity, flexibility, weight & body size,
digestion, muscle strength, hair, skin, menopause, (in)continence,
nutrition
• Independence. People wish to remain independent for as long
as possible
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Attitudes to marketing
• “I am still an active and
discerning consumer.”
• “I enjoy shopping – and have
the money and time to do it
more often.”
• “I feel ignored, excluded, mis-
understood, patronised and
stereotyped.”
• “I am open to new experiences
– if there is a good reason.”
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Marketing Planning
• Age is not a sexy word in marketing terms
• Despite all the evidence, advertisers continue to pursue
youth
• 95% of marketing budgets spent on under-50s
• An environment which lacks empathy with older people
• 50% aged under 30
• 5% aged over 50
• Marketing lagging behind demographic change
• Targeting youth is a habit marketers have yet to break
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Segmentation and targeting
Age has serious limitations as a primary targeting
• It’s not how people see themselves
• Diversity and complexity within older age group
• Blurring of boundaries across age groups
• Inter-generational purchasing (and consumption) roles
• Important role of other segmentation variables
• e.g. attitudes, benefits, interests, lifestyle, needs
• Socio-economic and health the most important
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Review
entire
Customer
Experience
SERVICE Process
All points of
contact
PRODUCT Design
Functionality
Packaging
Convenience
Quality
PROMOTION Promotion Mix
Media
Communication
strategy
Tone of voice
CRM
PHYSICAL ENVIRONMENT
Access
Facilities
Recognition of
physical needs
PLACE Retail activity
Telephone
Online
Route to market
PRICE Pricing
strategies
Price promotion
Price packages
Payment
methods
Credit
PEOPLE Culture
Training
Empathy
Empowerment
Frontline staff
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Playing to the co-op’s strengths
• At the heart of the community
• Local, convenient
• Ethical, socially responsible
• Current shopper profile?
• Christmas 2015 TV commercial
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Marketing Communications
Better copywriting, for people who appreciate the written word
• Plain, well-written English
• Address as fellow adults
• Straightforward and well-structured
• Avoid irrelevant or alienating references and jargon
• A clear value proposition (not just price)
• Universal values (family, nostalgia)
• Information and facts, enabling an informed purchasing
decision
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Marketing Communications
Better design
• Address physical ageing: especially sight and hearing
• Avoid stereotypes, caricatures and negative portrayals
• Visual clarity: fonts, colour contrast, images
• People: use older models, not ‘aspirational’ younger ones
• Seek realism and relevance
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Digital
• High levels of usage amongst 45-64 year olds
• Rapid increase in usage by 65+
• However, digital exclusion is also social exclusion
Key issues
• Consumers need help moving ‘up the curve’ and overcoming
fears
• Multi-channel usage
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People
• Shopping as a social activity
• Human interaction preferred
• Recruit and develop older people
- Greater empathy with customers
- Benefit local economy
• Staff Training
- Importance of older customers
- Needs and support
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Product
• Formulation & nutrition
• Portion Size
• Convenience – ready meals
• Range offering e.g. Premium
& value
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Packaging
• Ability to read labels / instructions /
information
• Intelligibility and relevance of
information provided
• Japan: magnifying glasses!
• Ability to hold pack
• Ability to open pack
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Develop growth categories
Example – health
• High area of spend
• Links to pharmacy and
prescriptions
• Health and health-related
products
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In-store environment
• Tailor to needs and wants, subtly
• Rest areas and seating
• Retail layout, including wide
aisles / wheelchair access
• Shelving height
• Toilet facilities
• Trolley depth
• Clear signage & lighting
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Social
• More time for the social aspect of
shopping
• Cafes - meeting friends – and
resting
• Community events and activities
• Promotional events and activities
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Additional services
• Positioning of home delivery to offer a
valuable service to older people
• Recognising needs, enabling
independence
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Summary
1. What we know
• Demographics
• Economic
• Social
• Psychological
• Physical
2. Opportunities
• Additional services
• Digital
• Growth categories
• In-store environment
• Marketing communications
• Packaging
• People
• Products
• Social
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Older consumers: the market opportunity
Mark Beasley
Chairman: The Mature Marketing Association www.the-mma.org
Managing consultant: rhc advantage www.rhcadvantage.co.uk