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How Do We Motivate “Non-Green” Customers to “Buy Green”?

Scott Cooney | Friday June 25th, 2010 | 5 Comments

Susan Shelton of the Shelton Group, a self-described former ad agency-cum-consumer engagement firm, gave a talk at LOHAS about a subject that’s top of mind for many in the sustainability world:  how do we get people who may not otherwise consider themselves green to vote with their dollars and support the growing green economy?

Shelton’s firm conducted a great deal of research with many customers, though they deliberately excluded the bottom rung of the ladder, the 15% or so of people who just couldn’t be less concerned about environmental issues.  Thus, consumers had to be somewhere already on the scale of very light green to very deep green to be included in the research.

The firm drew six major insights.

1.  Green is mainstream.  No surprises here.  Her data, however, showed that green purchases are much more skewed toward purchases of inexpensive products.  The conclusion is that people are willing to try something that they might not otherwise have tried a few years ago, so long as it’s not going to cost them much.  Good examples include personal care products and food.

2.  People know a lot less than we’d like them to know.  For instance, when asked to name one single trait of a ‘green’ home, over half were unable to name even one.  Similarly, when asked if a product can be organic and not sustainable, 50% did not know.

3.  Most people don’t go green to save the planet.  While data showed that interest in green products continues to rise, concern about global climate change has simultaneously dropped off.  One major takeaway here is that there is an emotional and intellectual side to each decision, and motivations for this, whether it’s a baby wipe or a ream of paper, vary greatly from product type to product type.

4.  Comfort and convenience are huge motivators and de-motivators.  In 2008, when we thought we were on the cusp of the second Great Depression, respondents to Shelton’s survey, if given $10,000 to spend, were likely to replace an old HVAC or add insulation.  By 2009, most consumers had retreated back to aesthetics and comfort items like remodeling a kitchen or bath.

5.  Consumers are skeptical.  Again, no surprises here.  People don’t know what labels to trust. Only 6% of respondents believe that companies marketing themselves as green do so because they actually care about the environment. So how to get around this?  Shelton suggested that the best way to combat this is total transparency.  Shelton showed a handful of commercials:  Clorox GreenWorks, Apple MacBooks, Hanes underwear, and SunChips compostable bags.  Each had emotional and/or intellectual appeals.  Among both her focus groups and the audience at the event (we texted our responses in for a live poll), the Sun Chips ad was hands down the best.  It was both factual and emotional, and made its factual appeal in a animated and entertaining way.

6. Conversations matter.  Shelton’s study found that 68% of consumers who’d had conversations with their children about sustainable products were led to a behavior change as a result.  It was slightly less for co-workers, but the bottom line remains.


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  • http://Firebird.com JunkkMale

    'How Do We Motivate “Non-Green” Customers to “Buy Green”?'

    Most of us are time poor (ok, a bit lazy) & hard to persuade on perceived ('green' need not be more effort or £/$…at all) extra commitment areas (ok, personally selfish).

    Hence: genuine, well-communicated, convincing END-BENEFIT.

  • RezHub

    I think we cannot neglect the fact that customers still want to be rewarded for choosing a green alternative, being green themselves if traveling, or doing the “right thing”. For example, I love the idea of hotel guests being rewarded for opting out of housekeeping during their stay.

  • http://www.kiwano.ca Sofia Ribeiro

    I loved Susan's presentation at Sustainable Brands. Great content!

  • http://twitter.com/NickAPalmer Nick Palmer

    Companies manufacturing products/services should have to include the costs of the environmental “externalities” of their manufacturing processes and the extraction and processing of the materials and energy they use. Automatically the greener, more sustainable, product/service will become at least equal to, and probably cheaper than, the alternatives. People looking for a financial bargain will do the job.

  • hereitcomesagain

    I fault the media for not ever putting information about these choices in reasonable context. Heating, cooling and transportation choices have big impacts. Waste generation is probably next highest. Brand of toothpaste? Not so much. Best for you personally? Get the toxics, like like unnecessary cleaning chemicals, vinyl items and such, out of your home.

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