For more than 20 years, we’ve been helping clients understand better the mind of Baby Boomer and senior customers (48 years of age and older) to successfully secure and retain
them. And over that period we’ve learned a few things. Several years ago we published some of these insights, and we think they’re worth sharing again. We’ll reveal more in
- Increased individualism
Baby Boomer and senior customers are less subject to peer influence than younger
Marketing Implication: Keeping up with the Joneses is not as important as it once was; thus advertising that invokes social status benefits doesn’t play as well
in Baby Boomer and senior markets as in younger ones. Largely freed from worrying about reactions of others, Baby Boomer and senior customers tend toward greater practicality in buying decisions than
younger customers. This increases individualization (autonomy) in behavior which makes it more difficult to predict what they will do in the marketplace.
- Increased demand for facts
Baby Boomer and senior customers tend to be less responsive to sweeping claims in marketing messages as they age.
Implication: Hyperbole turns them off. If Baby Boomer and senior customers are interested in considering a purchase, they want unadorned facts, and more of them, than they
usually wanted earlier in life. Years of buying equip Baby Boomer and senior customers with knowledge of what to look for and what information they need for an intelligent purchase. However, they
often don’t get to the point of asking for facts until a product has emotionally intrigued them.
- Increased response to emotional stimuli
Baby Boomer and senior customers tend to be quicker than younger customers to reflect emotionally a lack of interest in or negative reaction to an offered product.
Implication: Such “first impressions” are more likely to be permanent than among younger who are more likely to give a marketer a second chance. On the other hand, you can embed a
positive first impression especially deep in the emotions of the older person — so much so that the Baby Boomer and senior customer is often more disposed to be a faithful customer than the
- Less self-oriented, more altruistic
Baby Boomer and senior customers tend to show increased response to marketing appeals
reflecting altruistic values.
Marketing Implication: This tracks with common middle-age shift toward stronger spiritual values in which concern for others increases. As
altruistic motivations become stronger, narcissistic and materialistic values wane in influence. Marketers to Baby Boomer and senior customers must rethink their traditional egocentric appeals in
- Increased time spent in making purchase decisions
As most people grow older, they experience changes in their
perceptions of time, but also in its meaning and role in their lives.
Marketing Implication: For example, Baby Boomer and senior customers often ignore time-urgency strategies
in marketing — such as: “Offer good until —,” “Only three left in stock—etc…” Generally, “time is not of the essence” is a common attitude
among Baby Boomer and senior customers, especially those who have retired.
- See fewer differences between competing products
Because Baby Boomer
and senior customers tend to be more highly individuated, and less influenced by external influences, perceptions of products are more internally shaped.
They typically conclude that there is really little difference between products as may marketers’ claim. This contrasts with the tendency of younger customers to assert robustly the differences
between a product they prefer and its competitors — even when clear differences don’t exist. In beer tasting tests, for example, young customers often cannot distinguish their favorite
brews from others. Beer marketers can influence perceptions of beer taste as much as brew masters can.
- See more differences between competing
Baby Boomer and senior customers tend to be more responsive to “companies with a conscience” than younger customers.
From a self-interest perspective, they are also more attentive to warranty issues and a company’s reputation for honoring its warranties than younger customers.
- With respect to making discretionary-purchase decisions, Baby Boomer and senior customers tend to :
- Have a decreased sensitivity to price;
- Increased sensitivity to affordability;
- and, sharply increased sensitivity to value.
- Marketing Implication: Baby Boomer and
senior customers have more complex ways of determining value than younger customers. Value determination by Baby Boomer and senior customers tends to be an existentialist exercise whereby they combine
soul (spiritual) values as well as mind (intellect) and body (tangible) values into the value determination process. Not only does an item purchased symbolize some aspect of the customer’s
being, the entire purchase experience can be a projection of the customer’s whole being.
For example, a person with a passionate concern for a favorite
charity may more likely purchase a product from a company with a program benefiting the charity. To that customer, the product has a high Metavaluesindex; that is, an element of value unrelated to the
product performance. Appraisal of Metavalues takes place mostly at subliminal levels of the mind because Metavalues tend to reflect deeply embedded, “background” emotional needs. Younger
customers tend to reflect more transparent motivations. After a mature customer develops strong interest in a discretionary product purchase and determines that a brand has acceptable
holistic value (basic plus Metavalues) affordability can easily become more important than price in the final decision.
The differences in customer motivations and decision
processes between customers in the first and second half of life sometimes frustrate many marketers who have yet to figure out how to market to older customers. Until recently, this was not a matter
of serious concern because the young dominated the marketplace. The young are easier to sell to and analyze. Now, with adults over the age of 40 in the majority, marketers are being compelled to
figure out the values and behavior of older customers.
We’ll share additional insights in the next post.
"... marketers are being compelled to figure out the values and behavior of older customers."
I think you left out the word "reluctantly" between being and compelled. :-) Your analysis is excellent, Jim. Too many ads leave me frustrated, irritated, or simply laughing, "That's how you're trying to get my dollar?!"
Every business today should have a "senior" staff member -- and I don't mean in title only. While we're at it, why don't we get specific and let's tell the advertisers that we don't like ads that make us look like bumbling old fools, or those clearly using much younger models and actors.
But then, who am I to advise? I'm just a lonely old woman who buys pet products, toys for my grandchildren, household decor and necessities, clothing (when I can find affordability and style to suit me), gifts for friends, electronic equipment - gasp! Yes, I have 2 computers and an iPod and a ... well, now I'm just preachin' to the preacher.
Thank you for an intelligent, well-written article.