Millennials are a self-service, tech-savvy generation influenced by the ever-growing sway of social media, instant gratification, and quick access. Millennials, categorized as anyone born between 1982-2003, represent the largest consumer market for annual revenue growth. It’s for this reason that the “wow me,” factor is vital.
Outsourcing anything is hard. It requires a lot of trust. But if you pick a bad partner, you can always cut your losses and move on. When it’s your customer service, though, it’s harder. It means you’re trusting someone else to care for your customers. If you pick a bad partner, you don’t just have to explain the bad investment to your superiors; you have to win back the trust of your customers.
When crafting the ideal experience for your customers, be sure to review your communication channels to ensure your efforts are focused on those preferred by your customers.Dimension Data recently found that 44% of Generation X and 42% of Generation Y prefer to communicate via electronic messaging (Email, SMS, Chat)- nearly double that of the Baby Boomer generation (23%).
Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it?On the other hand, just 25% of customers who had a good experience are likely to say something positive about your company, according to Harvard Business Review.