BPA Featured Article

Are You Doing Enough for Young Consumers?

By Stefania Viscusi, Assignment Desk, Content Management
February 09, 2017

Businesses today know that customers are the most important focal point when it comes to success. Keeping them happy in every aspect of their relationship with you is key. That means delivering products and services they want and need and also being ready to respond to their needs wherever and whenever they may arise.

Businesses that are winning on the customer service front are doing all of this. They are offering solutions that customers need and they are all over social media to keep those consumers – especially the large population of young consumers – happy.

Millennials make up a large part of today’s consumer market and paying attention to their needs is vital. Young shoppers are not going to sit around on hold waiting for answers, or drive all the way to a brick and mortar location to get simple billing questions answered. It’s just not a reality anymore when they expect to be able to do it quickly from their mobile devices with little interruption to their day. Is your company prepared to deliver on this front? If not, it may be time to start thinking about staff training and better tools for your call center.

A recent BBC article looks at the expectations of young consumers and how companies can do better to meet their needs.

A major issue that seems to be plaguing businesses that are using Web chat to communicate with customers is empathy. It takes a certain skill set to be able to communicate in a chat forum and get the right tone across from messages. Typically short, curt communications can be misunderstood as uncaring or bothered instead of just quick responses.

To get better at this, and the others things that are frustrating today’s customers, businesses are advised to add more staff training and offer tips on how to handle customer conversations.

Are you doing enough for young customers? 

Edited by Alicia Young