New from Forbes Media: Everything you need to know to transform your customer service experience and delight a new generation of customers. In this groundbreaking volume, America's top customer service authority explains how your customers have changed-and how the customer service and customer experience you provide needs to change as well.
This is true whether your customers are members of the Millennial generation, Baby Boomers, or otherwise.
Technology and demographics have changed dramatically over the last decade, but customer service has not kept up. The days of scripted service, employee uniforms, long lines and longer wait times are over. Your customers today don't want that, and they'll vote with their feet (or reviews) if you try to serve them more of the same.
Millennials in particular (customers born 1980-2000) are over 80 million strong in the U.S. alone, and they're unlike any customers you've ever had before. Millennials demand nearly-instantaneous and completely intuitive customer support. They reject hackneyed ideas of what "luxury" should mean. They actively search for brands and companies that can bring them authentic experiences that match their values.
The power of getting this right--and the hazards of getting this wrong--are immense. Since millennials share nearly all of their experiences via social media, the way you meet their expectations decides whether they'll choose to "Yelp your business a new one" or become true, digitally-empowered "brand ambassadors" for your business.
Just as important, what millennials want from you today represents what more and more customers, from every generation, will be asking for as well in the very near future. This means that regardless of the age of your target consumer, the information inside Your Customer Is The Star is of utmost importance to you and to the sustained success of your business.
Principles and subjects covered inside:
* The rise of the millennial generation as customers, their power and different expectations
*The up-trending of the millennial generation's expectations: How the
expectations of millennials today are quickly spreading to the boomers
and other generations
* The (unauthorized) Jetsons approach to
customer service: How to decide which service tasks to assign to people,
to automation, and even to robots
* The importance of authenticity:
doing away with scripts, reconsidering name badges and uniforms,
building something genuine for your customer to embrace
* Building a movie with your customer as the star
* Turning your business into a stage for customer relationships
* The importance of values and transparency
* The importance of ultra-speed in today's marketplace and with today's customers
* The "90% solution" to the customer loyalty challenge
This is true whether your customers are members of the Millennial generation, Baby Boomers, or otherwise.
Technology and demographics have changed dramatically over the last decade, but customer service has not kept up. The days of scripted service, employee uniforms, long lines and longer wait times are over. Your customers today don't want that, and they'll vote with their feet (or reviews) if you try to serve them more of the same.
Millennials in particular (customers born 1980-2000) are over 80 million strong in the U.S. alone, and they're unlike any customers you've ever had before. Millennials demand nearly-instantaneous and completely intuitive customer support. They reject hackneyed ideas of what "luxury" should mean. They actively search for brands and companies that can bring them authentic experiences that match their values.
The power of getting this right--and the hazards of getting this wrong--are immense. Since millennials share nearly all of their experiences via social media, the way you meet their expectations decides whether they'll choose to "Yelp your business a new one" or become true, digitally-empowered "brand ambassadors" for your business.
Just as important, what millennials want from you today represents what more and more customers, from every generation, will be asking for as well in the very near future. This means that regardless of the age of your target consumer, the information inside Your Customer Is The Star is of utmost importance to you and to the sustained success of your business.
Principles and subjects covered inside:
* The rise of the millennial generation as customers, their power and different expectations
*The up-trending of the millennial generation's expectations: How the
expectations of millennials today are quickly spreading to the boomers
and other generations
* The (unauthorized) Jetsons approach to
customer service: How to decide which service tasks to assign to people,
to automation, and even to robots
* The importance of authenticity:
doing away with scripts, reconsidering name badges and uniforms,
building something genuine for your customer to embrace
* Building a movie with your customer as the star
* Turning your business into a stage for customer relationships
* The importance of values and transparency
* The importance of ultra-speed in today's marketplace and with today's customers
* The "90% solution" to the customer loyalty challenge
