Transcribed

Millennial's: Myths vs Reality When it Comes to Customer Service

MILLENNIALS MISCONCEPTIONS THE REALITY 80 SPEND ROUGHLY $4 $600B THEY'RE ALL BROKE MILLION MILLENNIALS (IN U.S. ALONE) " ANNUALLY" 11 THEY DON'T CARE SPOILED AND LAZY ME DEMAND AN INTEGRATED, 68% SEAMLESS EXPERIENCE ME ME FROM SMARTPHONE REGARDLESS OF CHANNEL THEY DON'T VALUE FRIVOLOUS SPENDERS AUTHENTICITY MILLENNIALS HAVE INFLUENCE ON FRIENDS' AND FAMILIES PURCHASING DECISIONS4 TO COMPUTER WE SHOULD DEVELOP CUSTOMER SERVICE STRATEGIES FOR THE BOOMERS FIRST® TO PHYSICAL STORE 13 THEY FALL FOR WHAT DOES THIS MEAN FOR YOUR CUSTOMER SERVICE? THEY'VE GOT THE FLASHY' ENTITLEMENT COMPLEXES : OVERINFLATED, THEY HAVE UNREALISTIC CUSTOMER SERVICE NEEDS TO BE THEY LACK LOYALTY EXPECTATIONS" ACCESSIBLE & FAST15 IF THERE ARE BARRIERS OR 17 A DANGEROUS MISCONCEPTION TO HAVE: IT'S A CONVERSATION DELAYS IIIIII 16 THEY WILL HAPPILY GO ELSEWHERE. (ONE THAT IS INCREASINGLY DIGITAL) CUSTOMER SERVICE IS LESS IMPORTANT TO MILLENNIALS CONVENIENCE IS KEY" O- DIGITAL SELF-SERVICE IS MORE IMPORTANT THAN EVER BEFORE THE NEED FOR DIGITAL CUSTOMER SERVICE 51.5% PREFER A WEBSITE 72.5% THAT ANSWERS 79% QUESTIONS QUICKLY OVER A CALL CENTER 19 TELL FRIENDS ABOUT BAD CUSTOMER SERVICE EXPERIENCES 20 EXPERIENCE WILL SWITCH TO #PCE A NEW COMPANY AFTER A OUT BAD CUSTOMER EXPERIENCE 21 WE SURVEYED 20 MILLENNIALS: SOURCES: NIELSEN 12.345 INTELLIRESPONSE 619.20.21 ONLINEUNIVERSITIES.COM 1.8.9 QUNTISSENTIAL CAREERS 1D ACCENTURE 1.12 13.7 FORRESTER 4 CONTACT CENTER PIPELINE 1516 13 wWW.INTELLIRESPONSE.COM

Millennial's: Myths vs Reality When it Comes to Customer Service

shared by intelliresponse on Sep 10

637 views

2 faves

2 shares

0 comments

“If It Wasn’t for Those Pesky Kids” - Customer Service for Millennials: Scooby-Doo fans will fondly remember those words, as they were usually uttered when the gang uncovered the criminal, who ... would always utter: “And I would have gotten away with it, if it wasn’t for those pesky kids.” 40 Years Later… Today, millennials face an uphill battle when it comes to interacting with companies, as there are a number of misconceptions about the demographic. One of the biggest misconception companies have is that all millennials are broke[1]. That statement couldn’t be further from the truth! There are about eighty million millennials in the U.S and they spend roughly $600 billion annually[2]. Because of their misconceptions, many companies do not see the value in catering to millennials and meeting their needs, even though millennials influence friends’ and families’ purchasing decisions. As a result of the above misconception, companies perceive that customer service is less important to millennials. Let’s clarify, traditional customer service (calling into a call center and being placed on hold for long periods of time) is less important to millennials. Proof? 68% of millennials demand an integrated, seamless experience across multiple channels, like mobile, web and live person[3]. Furthermore, 72.5% of millennials prefer a website that answers questions quickly over a call center[4]. The Millennial Customer Service Wish List Simply put, millennials crave digital self-service options, virtual agents for example, as they’re looking for accessible and fast customer service. In a world where convenience is key, digital self-service is more important than ever before. Since many companies struggle to understand millennials and their unique customer service needs, here is a helpful infographic.