Customer Experience with a Millennial Mind

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Joe Martin / ReadWrite

It’s not how we’ve always done it, and that’s a good thing. Here is a guide to creating a customer experience with a millennial state of mind.

 

Millennials’ communication styles are different from prior generations. Younger workers appear to have a clear preference for visual content, particularly videos. When faced with an issue, they’ll watch a YouTube tutorial to figure out how to fix their broken vacuum rather than dust off the text-heavy owner’s manual.

 

Many millennials’ preferred methods of connection and communication involve an abundance of emojis, GIFs, memes, and acronyms.

How will your business connect to this generation? How do you create a customer experience that will make an impact and create a loyal customer out of this generation? Chances are, many of your employees are part of this generation and the customers they’re interacting with are their peers.

 

Enabling your employees with the communication tools necessary to connect in the ways that are natural for them is essential in providing high-quality customer interactions that can improve satisfaction, increase referrals, and drop churn like it’s hot.

 

The Ultimate Guide to Stand Out with Millennials

Business owners who pay attention and apply the technologies that are central to the millennial’s world do so by using the tools they already interact with on a day-to-day basis.

 

As you learn millennials’ language and communication styles, you’ll gain insight into creating a high-touch, personalized experience using software specialized just for that. Customized and highly personal is the key to creating a meaningful experience while simultaneously improving your bottom line.

 

Here are five key concepts that will help you break through the noise and tailor your customer experience to Millennials.

  1. Be Authentic
  2. Show, Don’t Tell
  3. Work Around Their Schedule
  4. Speak Their Language
  5. Know Your Audience

1. Be Authentic

‍Millennials conduct copious amounts of research before they make just about any purchasing decision. Because so much is available, data has shown that millennials are more likely to make decisions for their money and their life based on their values.

 

A Nielsen report found that 73% of millennials will pay more for a product that is sustainable— and the word “sustainable” is equated with “trustworthiness” in a millennial’s mind.

 

How will you stand out? Emanate authenticity.

Our millennials are people who been inundated with choices their whole lives and their generation is spoilt with them. You can bet the one thing — they know how to differentiate everything. The Millennial knows the better from the best — it’s kind of like knowing the difference between a pair of Yeezys and a pair of Feezys, or Ray Bans from Ray Berries.

Your product and team have a story. Tell it with transparency to invite connection with people both in and out of your company.

 Be Trustworthy

Trustworthiness and transparency allow you to connect with customers in an authentic way. Go beyond the taglines and offer information. Present knowledge that isn’t typically required or shared on a product label or business brief — such as the brand story.

Tell how your brand may be contributing positively to the world, and how much your company upholds honesty and integrity with its employees and clients.

 

It’s often independent initiatives that provide this information to millennials, but this extra effort is important — don’t pass up the opportunity to do it. You extra effort could be the very thing that sets your company apart from the competitors.

Some examples of ways to communicate authentically include having an ‘About Us’ page on your website.

 

Have your social media engagement up-to-date and interesting to create community. Opt for live-streams with a webcam recording software as opposed to a formal press release information.

 

Couple these well-founded efforts with communication software that speaks the way millennials do, and you’ve found yourself a pair of listening ears. Have your spots at least for 8 seconds — that’s the amount of time it takes for millennials to decide whether they’ll move on to their next option.

 

Be careful with using AI to completely replace your customer support. If not done properly, your AI effort can cost you customers and loyalty.