The millennials are the age group born between 1980 and 2000, and they officially outnumber baby boomers. Although they are very impressionable, they are also very difficult to target.
Millennials are very different from previous generations, they grew up in a world where everything could be accessed easily and answers were instant. They are the most impatient generation yet, we have some advice to help you keep them happy:
- Respond quickly
This generation grew up with information at their fingertips, for best results we recommend responding to their messages within 30 minutes of it being posted. 25% expect a response within 10 minutes.
- Appear on more than 3 networks
Millennials can switch between devices up to 27 times per hour (that number is not exaggerated). For best results; make sure your website is responsive, there is always someone at the end of the phone, and that your brand is available on social media.
- Offer alternatives to calling
Less than 1% of people who call customer service helplines are millennials. They simply prefer emailing or texting above phone calls. Be sure to keep in touch with them in other ways. (Click here to discover our email /web chat customer service options)
- Post ‘shareable’ content
Rather than trying to sell to them all of the time, the millennials appreciate valuable content where they can laugh or learn from something. Post something share-worthy.
- Provide top-notch customer service
Millennials are not afraid to leave a company. Up to 25% of this generation will leave a company after just one single bad experience. It’s not worth the risk so make sure your customer service excels across all channels.
We wish you the best of luck out there on the field. Please don’t hesitate to contact us if you would like any further advice on how to provide expert customer service.
Call us on 0800 0931 830 or email [email protected].