Changing Customer Demographics: Ignorance Equals Obsolescence

By Matt Pillar, chief editor

One of the most important keynote presentations I’ve heard in years was given a few weeks ago at the NCR Synergy conference in Dallas by Dr. James H. Johnson Jr. Dr. Johnson is the William R. Kenan Jr. distinguished professor of strategy and entrepreneurship and director of the Urban Investment Strategies Center at UNC’s Kenan-Flagler Business School. He delivered a fast-paced, engaging, and at times, alarming romp through changing U.S. consumer demographics.

Most notably, he shared some eye-opening statistics on what he terms the “browning and graying” of America. The implications of these statistics on the way we’re retailing—from hiring to merchandising and marketing—are massive.