Baby boomers, once America’s largest generation, have been surpassed by millennials, also known as Gen Y. With this increase in numbers comes more purchasing power. According to Ad Age, millennials are expected to collectively spend more than $200 billion annually beginning in 2017 and $10 trillion in their lifetimes. Millennials are also increasingly becoming decision-makers at major corporations – the businesses your company wants as customers.
Now more than ever, it is important that your organization exceed the expectations of the millennial generation. A critical component to exceeding expectations and creating a stellar experience is customer service. Here are three ways to exceed millennial expectations with customer service.
Make Technology Intuitive
The millennial generation has never known a time without the Internet. Most grew up well aware of how to use a smartphone. Millennials naturally embrace new technology but expect it to be intuitive. To meet millennial expectations, powerhouses like Apple, Amazon, and Google are continuously setting new standards of intuitiveness. Today, millennials accept these standards as the norm for the products they use and the customer experience they receive.
When addressing customer questions and reported issues, your company should avoid outdated processes and clunky technology; millennials expect the companies with which they do business to respect their time and answer questions promptly. They simply do not have the patience to search for a workaround and will quickly turn to your competition for a more enjoyable customer experience tailored to their needs.
Create an Experience
Millennials expect efficient and helpful support without interaction with your support team. Younger customers have experienced years of online and self-service options. To obtain customer loyalty and gain a competitive edge, your organization must make the self-service experience a priority.
Creating a knowledge-driven support community gives millennials the customer experience to which they have grown accustomed. With an online community, millennials can avoid the dreaded phone call to customer service. Support becomes a social experience where customers can easily search real-time questions and answers, share ideas, and even be rewarded for helpful contributions.
Welcome Customer Feedback
Customer feedback is an essential and often overlooked element of a strong customer service strategy. Kristin Smaby, the author of Being Human is Good Business, said it best: “When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make product, service, and business better.” Millennials want customer service to be collaborative. By sharing ideas and feedback, millennials feel as if they are creating a product with you. Companies that establish a collaborative approach to customer service can use valuable insights to evolve products and services to satisfy the needs of millennial customers. As Alex Castellarnau, former Head of Design at Dropbox, put it, “With millennials, a new brand, service, or product is only started by the company. It’s finished by the customers.”
What advice do you have for meeting millennial expectations? Tweet us at @Devada_Inc.