Customer Service For Millennials

Millennials, people ages 20-35, are quickly becoming the largest generation on the planet. They’re also big spenders – and they want instant gratification. In other words, your business can’t afford not to target millennials, cater to them, and earn their loyalty.

They’re a profitable niche to target, but it’s not often said that millennials are easy customers. According to multiple studies, millennials were raised with constant feedback and encouraged to “follow their passion” both of which contribute to the way they expect to be treated as adult consumers. It’s not easy to earn millennials as customers, and it can be even harder to keep them once you do. Here are some simple strategies to help you provide the kind of customer service your millennial customers crave.

Enable Them to Be Self-Reliant

As a result of growing up in the age of the internet, millennials are used to being self-sufficient when it comes to getting information. They expect to get their questions answered instantly, thanks to the power of the online search. If you don’t post some sort of FAQ page on your website, answering every potential question you can think of, you risk losing your millennial customers.

The more you empower your millennial customers with knowledge and self-resiliency, the more loyal they will be.

Plan for Their Impatience

Again, millennials are accustomed to getting what they want, when they want it (which is right this second). They are far more impatient than the generations that preceded them. Studies have shown that more than 70% of consumers in this age bracket value a return on their time investment over everything else. Furthermore, millennials report that they expect a customer service team to reach out to them with a response within 10 minutes of making an inquiry or comment through email or social media. That means you really need to be on top of your game. Having a social media manager and tools like online chats and a Facebook messenger bot in place will make it easier and faster to service these clients in the manner they expect.

Be Present on Multiple Platforms

It’s not enough to just have a Facebook account or a Twitter account. These days, you have to be on all of the major platforms including Facebook, Twitter, LinkedIn, YouTube, Instagram, Snapchat, Pinterest, Reddit, Google+ – you get the point. Millennials are constantly switching between platforms and devices so you need to build a presence across multiple networks just for a chance of getting through to them.

Stay Authentic

One thing you definitely can’t afford to do with millennials is lie to them or be fake in any way. Not only are they very perceptive and great at seeing through nonsense, they have no problem being vocal with their criticisms on social media. The days of being able to get away with scripted customer interactions are long gone now with millennials demanding genuine conversations that make them feel appreciated.

Be Careful About Stereotypes

Something else millennials can’t stand is being stereotyped. This is one mistake that could cost you a fortune in lost business. It’s good to understand what drives millennials, what makes them tick, and what they like and dislike – but don’t let them know you know these things. And whatever you do, don’t call them entitled or lazy!