The digital age may be redefining the customer experience, but retailers should not overlook the simple features that help make shopping comfortable and attractive to a burgeoning age group — seniors.
One small business owner featured in an article on Crain’s New York Business’ website kept that in mind when he opened a new store on New York City’s Upper East Side. His footwear store has comfortable seats with back support, wide stair steps and sturdy handrails to serve his growing customer base of older adults. One in five residents in his store’s neighborhood is at least 65 years old.
Other retailers, including a national drugstore chain, also are making their store elder-friendly by lowering shelves that contain products popular with seniors. Another example: A senior-friendly grocery store guide for the Upper East Side lists locations that offer home delivery, seating, senior discounts and other perks. It’s a brilliant strategy to attract elderly customers.
And like all customers, seniors will go where they can manage. Or in other words, where they will have a great customer experience.
Retailers need to reach out to their elderly shoppers. Retailers must remember that these baby boomers have significant amounts of disposable income, more so than the younger demographics that retailers often focus on.
Source: Crain’s New York Business, June 2012