Close
  • Latest News
  • Artificial Intelligence
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Artificial Intelligence
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Latest News
    • Small Business

    Millennials Want Options from Customer Service Reps

    By
    Nathan Eddy
    -
    April 9, 2015
    Share
    Facebook
    Twitter
    Linkedin
      texting and millennials

      Businesses need to address the customer engagement preferences of the Millennial demographic or risk going out of business, according to a survey of 1,050 Americans conducted by Conversion Research on behalf of Aspect Software and the Center for Generational Kinetics.

      More than half (56 percent) of Millennials moved their business from at least one company in the past year due to poor customer service, and nearly a third of consumers would rather clean a toilet than talk to customer service.

      “For starters, our research found that half of Millennials value their smartphone more than their computers, significantly more than the Gen Xers and overwhelmingly more than Boomers,” Jim Freeze, chief marketing officer of Aspect, told eWEEK. “Millennials marry later so more of them are single and being single means being mobile. Millennials don’t email either and they don’t like to talk on the phone unless someone is making them do so. Because texting is their primary mode of communication between friends, they would prefer to use that modality when they want to or have to talk to customer service.”

      The survey indicated the customer experience is increasingly defined by service, with 76 percent of all generations viewing customer service as the true test of how much a company values them.

      However, consumer preferences are not being addressed, as 73 percent of consumers said that they should have the ability to solve most product and service issues on their own.

      Freeze noted that four out of 10 of Millennials said they would be a truly satisfied customer if they could text to do business, and over a third of them would contact a company more frequently if they could do so by text.

      “Plain and simple, text is a primary and preferred method of communication for Millennials as they find it easy, succinct and fits into their lifestyle,” he said.

      In addition, 65 percent of all generations and 69 percent of Millennials say they feel really good about both the company and themselves when they are able to answer a question or solve a problem related to that company on their own.

      “Millennials as a whole have a lower level of trust so going into a customer-company relationship, there is more work to be done to not only gain that trust but also keep that trust,” Freeze said. “Brands then need to provide consistent and predictable customer experiences that inspire loyalty in order to overcome this trust issue.”

      He said for Millennials, the experience is more important than individual functions and features of a product or service Companies must adapt as customer service evolves to become the primary vehicle for customer acquisition and retention.

      Nathan Eddy
      A graduate of Northwestern University's Medill School of Journalism, Nathan was perviously the editor of gaming industry newsletter FierceGameBiz and has written for various consumer and tech publications including Popular Mechanics, Popular Science, CRN, and The Times of London. Currently based in Berlin, he released his first documentary film, The Absent Column, in 2013.
      Get the Free Newsletter!
      Subscribe to Daily Tech Insider for top news, trends & analysis
      This email address is invalid.
      Get the Free Newsletter!
      Subscribe to Daily Tech Insider for top news, trends & analysis
      This email address is invalid.

      MOST POPULAR ARTICLES

      Latest News

      Zeus Kerravala on Networking: Multicloud, 5G, and...

      James Maguire - December 16, 2022 0
      I spoke with Zeus Kerravala, industry analyst at ZK Research, about the rapid changes in enterprise networking, as tech advances and digital transformation prompt...
      Read more
      Applications

      Datadog President Amit Agarwal on Trends in...

      James Maguire - November 11, 2022 0
      I spoke with Amit Agarwal, President of Datadog, about infrastructure observability, from current trends to key challenges to the future of this rapidly growing...
      Read more
      IT Management

      Intuit’s Nhung Ho on AI for the...

      James Maguire - May 13, 2022 0
      I spoke with Nhung Ho, Vice President of AI at Intuit, about adoption of AI in the small and medium-sized business market, and how...
      Read more
      Applications

      Kyndryl’s Nicolas Sekkaki on Handling AI and...

      James Maguire - November 9, 2022 0
      I spoke with Nicolas Sekkaki, Group Practice Leader for Applications, Data and AI at Kyndryl, about how companies can boost both their AI and...
      Read more
      Cloud

      IGEL CEO Jed Ayres on Edge and...

      James Maguire - June 14, 2022 0
      I spoke with Jed Ayres, CEO of IGEL, about the endpoint sector, and an open source OS for the cloud; we also spoke about...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2022 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×