Generation Z is particularly open to alternative touchpoints
Personalization has been a trending topic in retail for some time now. But how does Generation Z feel about individually tailored offers? What is the best way to reach this young target group? Ingenico Marketing Solutions conducted a representative survey among consumers in Germany to evaluate the demands of Generation Z.

With 48% in favour, the young target group (18 to 29 years) shows a significantly higher affinity for personalized offers and forms of advertising compared to the average (35.3%). 74% of respondents from Generation Z (born after 1995) participating in a loyalty program would be more likely to remain loyal to the program with this type of communication, and 35% would even actively recommend it to others. These are the highest rates of all participants.
When asked about the popularity of touchpoints for personalized offers, the retailer website is clearly in the lead for the young participants with 45.2%. By contrast, email newsletters (29.9%) and flyers (17.5%) are less relevant compared to all participants. Mobile retailer apps (29.9%) and social media platforms (23.7%) are much more attractive to the young age group. Looking at the average of all participant groups, these channels are only preferred by 17.1% (mobile app) and 8.5% (social media).
Generation Z is also consistently the most open to alternative touchpoints. For 11.3%, digital signage is a relevant medium for personalized offers (average: 4.6%). Check-in and check-out couponing are further channels that are desired by the young target group to an above-average extent (approval at 7.9%).
"The survey proves that personalization is a must. Young participants in loyalty programs in particular experience a significant boost in loyalty as a result. Openness to touchpoints opens up additional potential for retailers to reach Generation Z. Creativity and experimentation in communicating offers will pay off," explains Jochen Freese, Managing Director of Ingenico Marketing Solutions.
For the survey "Personalization in omnichannel retail through recommender systems", a total of 1051 private individuals aged 18 and over from Germany were surveyed online between 13 and 20 December 2018. The study can be here can be obtained. Ingenico Marketing Solutions is a provider of customer loyalty concepts.















