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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

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“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 ...

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Tim Peters

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