Millennials have been a topic of buzz for quite some time now. The reason being, they are vastly different in various ways than the preceding generations. They have ways to please their inner selves and the can sometimes come up with outlandish requests to surprise the crowd around.
In the U.S, millennials are considered to be the largest and most smartly learned in history. The expectations with millennials have progressed alongside the rapid acceleration of new technologies being emerged.
It will be sufficing to say that the millennials have redefined many professional verticals alongside redefining the customer experience. They have evolved and challenged businesses to keep up to their ever-changing expectations.
There are many buzzes where people deem Generation Y as narcissists, however, their self-esteem, assertiveness, and high expectations are all forward-thinking and in line with the latest technologies. Millennials expect you to keep up with the times, and to do it quickly before you’re out of the race completely.
We have listed 5 expectations millennials have for your brand that will redefine the customer experience for you:
Don’t care how: I want it now!
Well…blame it on the high-speed internet, and the smartphones, real-time technology, and never-ending personalization. Millennials have existed in a world where results and answers are being generated faster and faster. If you can’t keep up, they will move on before you know it.
How fast you respond to customer queries has become almost as critical as the answers you provide to them. 71% of online shoppers claim that the most important thing a brand can do is to value the customer’s time and their opinion. Not just that, but 52% will abandon online purchases if they can’t find a quick answer or have received a better response to their query or complaint. The need for speed has never been so prominent.
“Meet me where I am.” The Everywhere Customer
Apple has leaped forward in UI design and technology with its Watch and with just one more spark in the massive explosion of touchpoints we have been experiencing over the past few years.
The younglings of Generation Y are early adopters who share the tendency to use multiple devices at once, switching between laptops, smartphones, tablets, TV, and what not on a minimum average of 27 times per hour. You must implement a sleek customer experience that encapsulates all of these new touchpoints, providing meaningful engagements from every screen. Frustration and disengagement will likely ensue if these qualifications aren’t met so, you better start working on these.
When social calls, you better answer
In line with the immediacy of engagement on social media, forums, review sites, et al., customers are now accustomed to selecting their mode of communication for customer service on their terms, in their words, anytime and anywhere.
According to research done, 53% of customers who ask a brand a question on Twitter expect a response within one hour, and that number skyrockets to 72% if it’s a complaint. That means you better show up for millennials when and how they choose. If you have a millennial working as customer representation personnel, be confident that the query will be addressed at the first disposal.
No… I’ll do it!
Generation Y is a self-reliant bunch, accustomed to navigating the internet on their terms. They have perfected the art of fast discovery for the information they need. This kind of “resourcefulness without borders” has opened up companies’ knowledge bases beyond the FAQ screen.
In fact, according to a study, 70% of customers expect a company website to include self-service tools. Self-service tools help deflect the repetitive, low-urgency questions that otherwise can clog up your chat queues and turn your customers off and away from your site. Need smarter and quicker ways to come out of a hurdle? Put a millennial in the equation!
Prove that you know me
Although millennials seek convenience and the streamlined experience provided by modern technology, they also long for significant personal engagements, even from their brands. Slowly but surely we have seen top brands such as Netflix and Amazon to integrate personalization into their marketing, customer service, and customer experience efforts.
CRM, sophisticated websites that analyze cookie data and self-service platforms are technologies that help you show up for millennials to prove that you get their interests. Use them to your advantage to assure the customer that your business understands their wants, needs, and interests.
Do you need help with building a similar CRM for your business analytics? Drop by and discuss the project with vteams technical team.
Millennials are changing the structure of business strategies and customer care through their dual love of technology, multi-tasking, and driving desire for personal interchanges. Time is a precious commodity to us all, especially these convenience customers who are multi-tasking their engagements with your brand and expect seamless experiences. Consider where the right technology can help ease these interactions, but think hard about where the human touch is required and helpful when dealing with the tastemakers and leaders of tomorrow.
Out of all the others, millennials practice more analytical skills and diagnose customer pain points more effectively. If you want to know more about how to uncover some toughest pain points of the customers, then read here.
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