The Millennial Customer
Blog: Decision Management Community
Millennial customers (born 1980-2000) are bringing an entirely new set of expectations to the market. They think differently about customer service and about how they want to be treated in business interactions. This is a generation of consumers defined by the digital world that they’ve known since infancy. Their wallet power, already significant, is rapidly expanding, and will soon equal and then eclipse that of the Baby Boomers. It’s time for businesses to change, and change fast. This Forbes article recommends how to make Millennials love your customer service — and your business. A few quotes:
“The Millennials want to converse in their own language, according to their own rules. They speak in tweets, texts and Facebook posts. If you want to reach them, you have to speak in their native tongue. And you have to be completely authentic.”
“A new brand, service or product is only started by the company; it’s finished by the customers. Millennials are a generation that wants to co-create the product, the brand, with you. Companies that understand this and figure out ways to engage in this co-creation relationship with millennials will have an edge. ”
“Millennials’ internal time clocks and customer expectations are shaped by the instant gratification they’ve grown accustomed to from the online/smartphone experience. They’re by and large superb multi-taskers who put a premium value on convenience. Speed and efficiency are of the utmost importance: in how quickly you respond to a customer, ship to a customer, and offer up choices of product or service to a customer.”
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