It seems like today everyone is focused on Millennial and Gen Z customers, believing that they are somehow different from the generations that existed before them, particularly when it comes to their behaviour towards excellent and poor customer experiences.
Truth is, the core factors for Millennials when choosing which company/brand to do business with are almost the same with the earlier generations. But to capture the enormous purchasing power of millennials and Gen Z, it's not going to hurt to shift a bit and add some extra whipped cream on their coffee. Here are some tips:
Service On-The-Go
One of the most important aspects of a good customer service, according to these generations, is time. They hope to receive feedbacks the moment they send an inquiry.When a customer contacts you on Facebook, he doesn't want you to send him an email; he wants to handle the issue as quickly as possible on the same platform. Don't provide a +632 8555 number in response to Instagram complaints.
They appreciate expedient delivery and would rather try new company than risk a delay in delivery from the company that has already failed before.
Authenticity & Informal Attitude
If you think millennials and Gen Z leave companies because loyalty is not their forte, you are not exactly right. They are not just after the freebies. They base their loyalty on consistently good service, personal experiences and convictions. In fact, millennials stay more loyal to brands than older generations do. Some 36% of young people believe that brands help express their values and their personality. Young consumers these days don't expect you to be buttoned-up at all times. If your customer service reps keep spitting out copied-and-pasted blocks of apology text, customers will feel frustrated.
Online Presence
A failure to meet expectations will cause a flood of negative feedback. Past generations would simply stop doing business with a company because of poor service, but younger consumers feel obligated to warn other consumers via social media and review sites. Do not delete, block or disable. It would best to address complaints directly on the platform, then look to move the conversation offline to avoid to engaging in a back-and-forth commentary online.
On the other hand, they are kind enough to flex you with a shinning 5 or 4 star for an excellent customer service. Yes, they can sometimes be a pain in the neck but trust me, they are fair and genuine. They call it as they see it.