Winning Over Millennials Through Customer Experience
When trying to win Millennials in today’s marketplace, it is important to know who they are and what they want. It is more important to create a customer experience that satisfies their wants than it is to satisfy their basic needs. In this post, I will discuss a couple strategies to win over the young generation with a high propensity to spend.
DIY Customer Experience
Millennials are known for connecting through digital channels in every aspect of their lives. They want to be able to handle their accounts and rewards on their own from their devices. Millennials expect a seamless do-it-yourself process, especially when it comes to rewards programs. They, like everyone else, expect their transactions to work without running into problems. They want to be able to track orders, make payments and handle their accounts without the need to pick up the phone and call a customer service rep. This is hugely important to remember when targeting Millennials.
Another important feature when tailoring to the Millennials is digital capability. Millennials are now moving more in the direction of handling all of their transactions and rewards programs digitally. In today’s marketplace, if you don’t have complete digital capabilities, you will be hard pressed to reach Millennials. Digital access is a big piece to the puzzle of the Millennial DIY experience. Millennials aren’t looking to carry another paper punch card in their wallet. In fact, many of this generation don’t even carry a wallet, thanks to mobile pay. A digital option for rewards programs and marketing is absolutely vital to reaching young audiences.
All Industries Must Accommodate Millennials
Millennials are quickly becoming decision makers for large companies and organizations. One of the biggest changes in any industry might be the fact that Millennials are taking over, and they want the customer experience to happen their way. Never make the mistake of believing that Millennials aren’t a big part of your customer experience because they definitely are.