The more you understand about your customer, the better equipped you are to meet their needs. All businesses, regardless of industry, should be thinking about how their customers’ end-to-end journey. The customer experience.
Well, the customer of the future is quite different from the customer of days gone by.
Meet the Millennial
Born between 1980 and 2000, Millennials are also referred to as “Generation Y”. When you consider that there are about two billion Millennials globally, 87% of which live in emerging markets, it would be foolish to not consider these emerging market players when focusing on customer experience. What makes Millennials so different from their older counterparts is the fact that they’re a “digital first” generation.
This means that they grew up in a world with computers, email, cell phones and the Internet. These technologies have always been a part of their day-to-day activities. As such, Millennials want to work, and interact with businesses, with the same level of ease and convenience that they experience in all other aspects of their lives. This presents a number of customer experience challenges, but also provides countless opportunities for businesses to really innovate and come up with creative ways to reach this increasingly economically active market segment.
Keen to learn more about Millennials? Here are a few things we think you need to keep in mind
Social: Millennials are three times more likely to have their own blog or website than non-millennials. And they commonly use these platforms to share the most intimate details about their lives with the world. As people with experience participating in online communities, smart brands will leverage such communities to learn more about them and use this information to enhance their customer experience.
Always On: Having grown up in a world awash with consumer technologies, Millennials are generally tech savvy. They know how to use the technologies they have at their disposal to meet their needs. When developing new products or campaigns, businesses must keep their highly technology-enabled lifestyles in mind.
Knowledge-driven: Millennials aren’t likely to try something new or to trust a brand without first checking things out online. This “self-education” generation have access to so much information, at all times, which can make it both easier and harder to meet their needs.
Self-centric: With a tendency to carefully curate their lives on various social media platforms, Millennials are often perceived as rather self-centred. These platforms also encourage heightened competition, which in turn drives ambition and results in a focus on personal success. How can your brand leverage this drive to give these customers they want?
Our telecoms lifecycle and expense management platform provides businesses with all the information they need to make smarter decisions around having the right infrastructure in place to meet the connectivity demands of the customer of the future. Understanding your customer, and using this information to better meet their unique needs, is key to giving customers a positive experience.
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