Customer Experience Featured Article

Millennials & The Customer Service Shift

 
March 23, 2015



Companies are starting to rethink the way they interact with customers as the next generation of consumers is starting to overtake the market. By the year 2017, Millennials are expected to spend more than $200 billion annually. There is a movement in customer service from outdated systems to new social channels and personal interactions—and Millennials are at its heart.


Crafting a customer experience causing a positive millennial response can make all the difference for your business. Allow me to let you in on some tips to reach your millennial audience. 

  • Make it social: Millennials are constantly engaged on Facebook (News - Alert), Instagram and Twitter. These platforms are mobile and casual, two things that Millennials are looking for when they need customer support. It is easy to connect with consumers on platforms they are already comfortable in. Consumers are already interacting in these spheres; why not take advantage?
     
  • Personalize the experience: The days of informal script reading are out, and personalized experiences are in. People want to deal with people, not big corporations. Social media allows for this personal experience, customer service representatives can answer questions in a conversational way while still maintaining your brand voice. Remember information about a returning customer makes the interaction more pleasant for them, and creates a hassle-free experience.
     
  •  Speed is key: Millennials and instantaneous communication go hand in hand. They do not want to wait for a response and go through an automated service. This is the generation of multi-taskers that place a lot of value on convenience. Smartphones and online experiences shape millennial perception of the speed of service. They want the timely responses they have grown accustomed to.
     
  • Allow for transparency: Social media and online forums give users the freedom to talk about their personal experiences with companies, outside of the companies’ control. In this digital age, there is no place to hide a bad customer service interaction. Instead, use this as a tool to engage with unhappy customers. Make the process collaborative, address the problem, and create positive interactions that will foster positive reviews.

Millennials are changing the world in many ways, and customer service is no exception. Taking these tips into consideration, your company can adjust to the shift and stay ahead of the customer service curve. 



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