Research shows that companies who are customer centric are 60% more successful than non-customer centric companies. However, customers and the ways in which businesses interact with them are evolving.
The growth of the millennial customer segment; the group born between 1982 and 2004 are among the biggest contributors to the changing consumer market.
With statistics showing that the millennial generation is now the largest domestically and worldwide, it's more important than ever to be sure that your business understands and serves these young customers the way they want to be served.
The influence of Millennials on customer service expectations The ways in which Millennials are changing consumer behaviour is that unlike previous generations, they have different expectations, are more tech-savvy and interact with companies differently. They have a lower tolerance level for slow response time and are open to newer and different forms of communication.
This is according to Lionel Bourgeois Director at VETTA Communication, who explains that as a more mobile generation, Millennials seek optimised yet effortless customer experiences on the go. For them, the key is to make every interaction meaningful, quick, and seamless. Millennials also favour products with a social or environmental benefit, with three out of four Millennials willing to pay more for sustainable products.
“It’s no secret that Millennials are active social media users. According to Infusionsoft, 90% of Millennials currently use social media, where they love to engage in everything from service to sales, and they love to rate brands on social media as well. They value clear, quick communication, personalised assistance on social media platforms, and for customer comments to be taken seriously. According to Desk.com, 25% of Millennials expect to get a response within 10 minutes after reaching out for customer service via social media.”
Living up to millennial customer expectations, and ultimately ensuring the survival of your business, means keeping a customer-centric attitude at all times.
So how do you ensure you have honed your customer approach to meet the expectations of Millennials?
VETTA is now offering interactive events entitled: VETTA LIVE #ServiceMustRise, which helps attendees to learn everything they need to know about customer relations, how to maximise the value of your internal and external customer interactions, and ultimately your business success.
Lionel explains that these events, which are perfect for anyone in any organisation who interacts with the public, covers topics such as The Psychology of Customer Connection, Effective Selling Techniques, Developing Healthy Relationships with Customers and Customer Service for the Modern Millennial – amongst others.
The 2018 VETTA LIVE #ServiceMustRise events take place on 7 and 8 March 2018 at Hacklebrooke Conference Centre in Johannesburg or 14 and 15 March 2018 at the Southern Sun in Newlands Cape Town. The cost of the event – which can be done as a one-day or two-day option - includes morning and afternoon tea breaks as well as a lunch and refreshments.
SPECIAL OFFER: Receive a 20% discount for Early Bird Booking - if you book and pay by 15 December 2017!
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