The "Golden Agers" target group has been on everyone's lips for years. Around 1.3 million pensioners currently live in Switzerland. In the next 20 years, their number will rise to around a third of the population in Western European countries, according to the World Health Organization (WHO). In view of the massive increase in the purchasing power of older people, companies can no longer afford to ignore the needs of older consumers. Peter Gross, Professor Emeritus at the University of St. Gallen, puts it in a nutshell: "As the number of long-lived consumers increases, so does their potential as a threat. However, the 72-year-old is convinced that the economy is not yet really ready for long-lived consumers. As part of the lecture series "Age(ing)-fair economy" at the Paulus Academy in Zurich, he speaks of a "demographic delay" on the part of companies. Are companies aware of the future market? What measures are they taking to attract the "golden agers"? A survey in the retail trade shows that a lot is being done.
Packaging in transition
In general, experts agree that the consumption structures and needs of older people are extremely heterogeneous. Milieu, values and lifestyle have a greater influence on (consumer) behavior than age. But even if older people are not necessarily characterized by specific interests, they are still subject to the biological aging process. Eyesight and physical strength, for example, decline at some point. It can be worth taking this into account when designing product packaging. In 1989, around 49,000 people in the UK had to be hospitalized because they had injured themselves when opening packaging with knives or scissors. Older people are particularly affected by bulky packaging. According to studies, they primarily complain about packaging that is difficult to open and illegible descriptions and expiration dates.
Some companies have recognized these needs. In 2013, Coop responded to the demographic change with a comprehensive packaging optimization (the first Swiss retailer to do so, according to its own information). As part of the "Easy to Open" project, Coop commissioned the Fraunhofer Institute in Dresden, which specializes in packaging technology, to develop customer-friendly packaging. Beforehand, the current situation was analyzed together with the Schulthess Clinic in Zurich by filming test subjects with limited hand function when opening packaging and then interviewing them. The packaging marked with the new "Easy to Open" label features easy-to-grip opening tabs and an improved sealing seam along the closure, among other things. Currently, 130-150 charcuterie products carry the "Easy to Open" logo. It is to be launched for a further product group in the course of spring 2015. According to Urs Meier, media spokesperson for Coop, the opening principles for all own brands will be tested step by step. Migros also announced a specific project in response to a request for information, which is a reaction to the demographic change. In cooperation with the Swiss Central Association for the Blind, the company is planning a consumer survey to investigate the effects of visual impairment on the shopping experience: "In this survey, we want to find out what experiences blind and visually impaired people have when shopping at Migros (in-store and online) and how we can provide them with even better support." Migros also cites various guidelines for barrier-free construction, which are "not only about wheelchair accessibility, but also about the needs of senior citizens". In their written statement, both retailers point out that the needs of older people should generally be taken into account in labeling, packaging and store design.
The situation is different for low-cost retailers from Germany. All retailers, including Aldi and Lidl, have adapted their product ranges to meet the needs of older target groups. However, when it comes to packaging design specifically for older people, the two companies currently see no need for action. "So far, there is no need to respond to the possibly changed needs of older people," writes Aldi with regard to product declarations: "This would mean major changes and, last but not least, would also make the products more expensive." Complaints are received "only very occasionally". The same applies to Lidl: older people are more likely to be targeted with items such as "vein cushions, reading aids or large-button telephones". Older people with less purchasing power who shop at low-cost suppliers from Germany cannot (yet) benefit from innovative packaging initiatives or similar.
Common practice in advertising
Awareness of older target groups has evidently been gaining ground in the area of advertising for some time now - and this applies to all the companies approached. "Yes, we want to include all age groups - because our target group is the entire Swiss population," writes Migros. "Of course. Older people are important members of our society," says Coop. Aldi is a little more specific: "Advertising must be designed to appeal to the target group. Depending on the message of the advertising message, we also use actors from the older generation in our advertising." Nevertheless, the classic "grandparent role" dominates. It does not necessarily correspond to how older people see themselves.
And the age of the employees?
During his presentation, Peter Gross pointed out another aspect where he sees a need for companies to take action: Up to now, the ageing of the workforce has only been reflected in the customer structure. According to the business lecturer, in order to really be able to act on an equal footing with customers, they should be aligned with the employee structure. Because, as a friend put it after a visit to the bank, "a young person" as an advisor does not meet with the enthusiasm of every older person. There appear to be hardly any strategic objectives in this area. None of the retailers surveyed take the age structure of their employees into account with regard to demographic change, not even those with customer contact. "Friendliness and competence" are at the forefront, according to Aldi, for example, and similarly at the other retailers. Coop sees the issue as a no-brainer: "In principle, the average age of employees in the companies will also increase - in line with the average age of customers." The age structure of the workforce is rarely disclosed in the annual report. Of the retailers contacted, only Migros publishes the age statistics of its employees (although the proportion of employees in the 50-64 age group is lower than the proportion of employees in Switzerland as a whole).
The topic is likely to be particularly explosive for the financial sector. This is because the majority of investment assets are now in the hands of older age groups. Unfortunately, an e-mail inquiry to this effect sent to four Swiss banks went unanswered.
Universal design required
The well-known crux with the 55 plus target group: if there's one thing older people don't like, it's being addressed as older people. For this reason, Migros does not carry "any products that are specifically labeled for a target group of older people" in its range. Research has shown that this is not desired by senior citizens (with the exception of the club school offer). Coop spokesperson Urs Meier points out the benefits of the optimization initiative for all age groups: "We hope that the newly packaged items will provide additional benefits and added value for all our customers - and make everyday life a little easier for the older generation in particular." The developments clearly point in the direction of a so-called universal design that takes into account the needs of as many consumers as possible.
Simone Isliker