We all know that money changes our minds and nowhere is that more true than in business. “Generation Y” or Millennials refers to people born between 1980 and 2000. As the largest and most educated generation they have a lot of purchasing power and love the latest technology. For them being ahead in the digital game is a priority – they don’t want to be left behind.
This digital native generation has redefined customer experience expectations. Businesses must keep up with their changing demands. Businesses that don’t will lose customers to more nimble and innovative competitors.
Here are 5 expectations “Generation Y” have for your brand:
- How fast you respond to customer queries has become almost as critical as the answers you provide. 71% of online shoppers claim that the most important thing a brand can do is to value the customer’s time. Not only that, but 52% will abandon online purchases if they are quick answers. Need for speed has never been such a major.
- The youth of Generation Y are early adopters who share the tendency to use multiple devices at once, switching between laptops, smartphones, and TV on an average of 27 times per hour. You must apply a smooth customer experience that makes all these to the new tachpainton, which provides meaningful engagement of every screen. If these abilities have been completed to assess the disappointment and failure.
- In line with the immediacy of engagement on social media, forums, review sites, et al., customers are now accustomed to selecting their own mode of communication for customer service on their terms, in their words, anytime and anywhere.
- A Report says 70% of customers expect a company website to include self-service tools. This is a time/money saving investment for your company as well. Self-service tools help deflect the repetitive, low-urgency questions that otherwise can clog up your chat/call queues and turn your customers off and away from your site.
- Slowly but surely we have top brands like Netflix and Amazon on your marketing, customer service and customer experience efforts at privatization began to integrate.
Conclusion
Generation Y has changed the customer experience by demanding speed, seamless digital, flexible communication, self-service and personalisation. Businesses that adapt to these expectations will build stronger relationships with Millennials and customer loyalty and long term success.
By using advanced CRM, AI analytics and omnichannel engagement brands can stay ahead in the digital game and deliver the customer experience that Generation Y expects.
