Customer service has shifted with the demands of each generation. The millennial generation is of no exception, having different expectations of customer service.
The number of millennials, born in the U.S. between 1980 and 2000, have surpassed baby boomers. In 2015, there were 83.1 million millennials, compared to 75.4 million baby boomers, according to the Census Bureau. The customer service and marketing departments of companies big and small are going to great lengths to court this youthful demographic. Entrepreneur.com recently offered some insights on connecting with the millennial generation. Here are some of our favorite observations from the article:
Millennials have had easy access to information. They are used to finding information on their own and expect channels that provide self-service opportunities with quick results.
Companies are also expected to be found through social channels. Millennials prefer informal communication, speaking through Twitter, Facebook, and texts. Content concerning a brand or service should have value, coming from trusted sources. Authenticity is key in reaching this generation.
Multiple channels and devices are also preferred in place of speaking to a contact center agent. This millennial attitude can help to save costs, by creating opportunities for automation and the reduction of call center agents.
Educational experiences and opportunities are embraced by this group. Having grown up with technology, they are educated, eager to travel and want to make a difference in the world.
Interestingly, millennials are differentiated among several groups. For example, the Hip-ennial is a person who is on social media, careful in decision-making, and seeks out opportunities to give
back to the community. Other groups of millennials include Millennial Mom, Anti-Millennial, Gadget Guru, Clean and Green Millennial, and Old School Millennial. Recognizing the differences among these personas is important when targeting this age group with customer service strategies.
Millennials are educated and prefer authenticity. They can be loyal but will not hesitate to seek out a competitor as a result of a poor experience. Understanding this large demographic is essential in providing optimal customer service.