Why is there so much buzz about attracting millennials? Typically, the population born between 1980 and 2000 is categorized as millennial. This age group makes the largest demographic in the market at the moment. Not only this, they have a different view about customer service compared to baby boomers. As a result, they are influencing the marketplace and the way brands interact with their audience.
As a business owner relying on current and new customers, if you haven’t yet focused on the expectations of millennials, you are seriously losing out to the competition that outperforms you in terms of offering great customer service to this demographic. It’s important to know Why Your Customers Buy from YOU!
1. Self reliant Self service
When it comes to understanding this section of your audience, it is important to remember that millennials are self reliant and prefer self service. They are born in the age of the Internet, where everything is just a click away. This means they want everything at their fingertips and super quick and efficient.
If your website lacks key features, such as an FAQ section, community forum, or any form of customer help that walks them through the system, millenials will just search for yrou competitor. Make it easier for your millennial customers to resolve their queries or concerns themselves on your website, rather than keeping them waiting for customer support. They are not too keen on face-to-face communication or calling customer service.
Additionally, it’s a cost-effective method for you, as you can cut back on the cost of hiring customer service staff.
2. It’s everything in realtime
This section of your audience has grown up in the age of the internet and with smartphones, where tons of information is at their fingertips. This means they want quick access to everything in realtime. Research shows that online customers expect brands to value their time. To the millennial population, it is either now or never, so they want a response within minutes of reaching out to customer service, whether through social media or text messaging. To the millennial population, face-to-face communication is no longer relevant; rather, they like to communicate through social media or Facebook Messenger, WhatsApp or SMS. If millennials are not able to get in touch with you in an instant, you are yesterday’s news to them.
3. Active across channels and devices
The essence of great customer service lies in catering to the specific demands of millennials as well as all other segments. Today’s consumers may switch from smartphone to laptop or vice versa and Social Media networks and at least “27 times per hour.” Online brands that fail to connect with their millennial customers on multiple devices are losing out to the competition in more ways than one.
Make sure your website is mobile friendly, so it is easily on any digital device being used by the millennials. Not only this, a majority of your millennial audience is present in social media, which means they expect brands to be active in all the social channels.
4. Personalization is King
Though they aren’t too keen to interact over phone with customer service reps, they want to get familiar with the human face behind your brand. They like more personal, emotional engagement with brands, completely different from baby boomers.
An about us page with little information about your brand history, vision, and founders can go a long way in generating interest and trust among millennial population. They expect brands to share valuable, information-rich content that adds value and makes their lives better.
The best way to offer great customer service is to create value-driven content that they’ll want to share with others.
Millenials are a huge and profitable target market that you simple cannot ignore. Learn how to cater to their preferences and you can boost your bottom line. It’s all about engaging the millennial population in a better way to keep them from moving to your competition. Offering them exciting new experiences is a step in that direction. Provide a level of service that enhances their journey with your brand. It’s a great idea to support a cause that they support and they will love you for it.
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