Retailers must develop emotional intelligence to win over new generation of online shoppers

Retailers must develop emotional intelligence to win over new generation of online shoppers

Payment company Klarna questioned 2,000 UK consumers, in a survey carried out byCensuswide, and found that members of the millennial generation, aged between 16 and 34, were three times more likely to feel excitement while adding items to their online basket, compared to older shoppers. Millennials are also more likely (68 per cent) than shoppers aged 55 and over (24 per cent) to feel anxiety and guilt at the point of payment.