The Millennial generation is the largest in US history and they’re already having a considerable impact on the economy. A strong brand for your company isn’t enough to be successful any longer. With product information, reviews and price comparisons all available via a device that goes with them everywhere, Millennials are making choices that can offer maximum convenience at the lowest cost.
So it’s more important than ever to be sure that your customer service practices and customer experience design are ready to serve these young clients the way they want to be served. The time to get this right is now.
How do you go about shaping your customer experience to meet these challenges? Here are three helpful tips to get you on your way:
- Make it easy and fast. Figures show that “71 percent of online shoppers claim that the most important thing a brand can do is to value the customer’s time.” In addition, “25 percent of Millennials expect to get a response within ten minutes of reaching out for customer service via social media, and more than 30 percent expect the same speed of response when posting a query via text messaging.” In short, if you want to keep Millennials happy, you have to respond to their queries as fast as possible or they’ll move on.
- Offer intuitive, self-service options. Building the right experience for this new generation of customers requires you to think hard about where human employees are helpful to customers, and where they should be avoided. Millennials have different ideas about where human-powered service fits into the customer experience. Younger customers expect technology to reduce the need for human gatekeepers. They also think they should be served in their own language and that their experience should be accurate and reliable.
- Make sure you get it right, the first time. Millennials review, blog, and post about their experiences. If their experience from start to finish isn’t a pleasurable one, you can bet that a good number of future buy decisions will be influenced. At the same time, you can anticipate a decrease in loyalty and wallet share of not only this customer, but others as well.
If you’d like to see how you could reshape your customer experience to meet these demands, please Contact Blueworx today.