How to Serve the Millennial Customer: from CRM tactics to IT innovation Webinar Watch now – on demand! Moderated by Customer Management IQ – IQPC | Sponsored by TELUS International Peter (Scotch) Scocimara Google Apps for Business Guillermo Valiente TELUS International | @TELUSint
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How to Serve the Millennial Customer: from CRM to IT innovation
Providing customer service to Millennials has its challenges. The generation born 1980-2000 has grown up in a connected world, renowned for their social-media savvy and exceptional multi-tasking. Their digital coolness also comes with a few labels: impatient, demanding, and seekers of instant gratification. For many companies, the Millennial Generation is a game-changing force.
On the front end, should their unique attitude change how companies roll out customer service? On the back end, is IT stuck when it comes to serving this highly-wired community? What do Millennials expect and how can companies better respond?
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How to Serve the Millennial Customer:from CRM tactics to IT innovation
Webinar
Watch now – on demand!
Moderated by Customer Management IQ – IQPC | Sponsored by TELUS International
How do you connect with customers who talk like this?
“Omg jk!! LOL u kno ily. Nyway watchu doen 2nite? I g2g 2 din wit da rents but bbl. U hangen out?”
Translation:
“Oh my god I’m just kidding! Laughing out loud. You know I love you. Anyway, what are you doing tonight? I have to go to dinner with my parents but I’ll be back later. Are you hanging out?”
Source: Example taken from the book, Gen BuY – Kit Yarrow & Jayne O’Donnell
11 On Twitter: #GenYCRM
Business strategies are shifting
Companies are paying attention
12 On Twitter: #GenYCRM
What does this mean for customer service?
Still lots of opportunity to improve
Big Question: What aspects of customer service do you emphasize to satisfy Millennials?
13 On Twitter: #GenYCRM
Top 5 Customer Service Tactics for Gen Y
Customize / personalize It’s all about personalization They seek out only the info relevant to them Help them focus on the product features most
important to them
Millennials are convenience consumers It’s not always about impatience – it’s about access Be available – right channels, right hours, right
response times
Millennials share what they like, including their great experiences
Make it easy to spread via “word of mouse” New customers can & will generate other new
customers
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Be accessible & fast
Make it shareable
14 On Twitter: #GenYCRM
Top 5 Customer Service Tactics for Gen Y:
Extend the experience
Help consumers buy with their eyes 68% of consumers report using YouTube to browse
and research retail companies * Use video & images to help make the
connection between them & your brand/product
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5 Make it visual
Millennials have fewer dollars to spend than previous generations
But are willing to spread out spending over multiple pay periods
Influence this future spending now! Cross-train customer service reps with sales
skills to offer promos & incentives to come back
* Source: Google, The ZMOT Handbook, 2012 - http://www.zeromomentoftruth.com/
62% of US Federal Agencies allow employees to use a personal device for work (44% of employees do so) – CDW-G’s Federal Mobility Report, 2011
50% of companies with BYOD models are requiring employees to cover all of the costs – and they are happy to do so – Good Technology Stage of BYOD Report, 2011