The 2018 Customer Experience (CX) Index by the Sitel Group indicates a shift in the expected customer experience with a clear delineation between baby-boomers and millennials.
Millennials are more willing to:
Pay more for products and services in exchange for a better customer experience.
Stop doing business with a brand or a company due to negative experiences.
Post negative reviews to prevent others from shopping with a brand.
Use online chat and social media to communicate with a brand or a company.
Communicate with a digital customer representative than a human customer service representative.
Wait longer to talk to a customer care rep before hanging up.
Millennials believe that:
It is important to receive personalized communication via email, chat, or social media.
Digital representatives or chatbots are as effective as talking on the telephone when engaging with a brand or company.
What you can do to ensure you deliver the desired customer experience:
Develop communication channels (online chat and social media) to easily interact with customers.
Develop a digital customer experience presence.
Develop a digital communication plan.
Develop a training program that properly trains your digital customer service representatives.