“Some people dream of having a big swimming pool. With me, it’s closets.” — Audrey Hepburn.
The eternal style icon Audrey Hepburn would certainly personify the definition of a diva: ‘di –va’/ from lt. diva “goddess”, fem. of divus “divine (one).” A lady of distinction and good taste.
As timeless as this concept is, it is currently making a comeback in a globally emerging and most influential consumer segment – the “Digital Diva”.
The concept of the Digital Diva emerged from a large global piece of research with 7400 consumers, undertaken by researchers at the University of Arizona in 2013.
Here are five facts about this emerging consumer segment fashion retailers need to know:
1. The Digital Diva sums up a consumer type in apparel, which is highly connected, engaged with fashion and technology savvy.
2. This segment cannot be grasped or remotely understood by means of classic demographic characteristics – they make up a large age bracket of anything between 25 to 44-year-olds with nearly equal incidence among females and males, with and without children.
3. They are well-informed, hyper-connected and opinion leaders in their social circles and beyond (e.g. high klout scores, high social media usage and engagement, brand advocates).
4. Digital Divas comprise 22% of all fashion shoppers, yet represent 69% of purchasing power, a combination of their direct spend (29%) and influenced spend (40%).
5. Diva’s leverage an average of 3.7 different technologies along their path to purchase (compared to less than one for non-divas), to finally purchase primarily at physical retail stores (70%) and retailer websites (51%).” (Source: UA)
So for many fashion retailers, these consumers represent the equivalent of a holy grail. The good news is that they are highly loyal advocates if they identify with a brand. Bad news is they are highly selective, time poor and their attention is difficult to get.
So, how can these consumers be better understood, reached and turned into customers?
Emotionally personalised experiences are key
It is obvious from the above five facts describing this segment that a seamless experience across multiple channels will be a key value driver, as well as a sound mobile strategy and inspiring physical store experience. So far, so good.
But this doesn’t answer which digital and physical experiences will capture their attention, inspire them and win them over.
No particular demographic will help target them in an effective way, as expectations and experiences that connect with these different fashion shopper types are vastly different.
From all our research and client work in the field we know that behind this broader segment of ‘Digital Divas’ three particular shopper types can be differentiated: The Performer (5%), the Adventurer (5%) and the Hedonist (12%).
Behind each one of these types there is a set of subconscious aspirations and motives that determine what is meaningful for them and what attracts their interest.
Once you understand who your core market is you can then design store and digital experiences that immediately connect on a personal, emotional level.
These are some high level differences:
An example of a retailer that resonates with the Performer is Shine, Hong Kong.
Source: Shine Hong Kong
An example of a retailer that resonates with the Hedonist is Peter Alexander.