Customer Experience (CX) for Millennials, By Millennials
In the age of startups, there is no doubt that millennials are seeking opportunities to put their own unique stamp on the world of business.
The advent of technology has created many influential millennial entrepreneurs with internet-based service that have been doing extremely well. These entrepreneurs are rewriting the rules of business and have been able to access a consumer demographic that firms have targeted for years… their peers – “millennials”.
“The Magic of Service” is the theme for Customer Service Week 2019 (October 7-11) and 20/40 Exchange sat down with a millennial boss, Alex-Ann Green, Chief Executive Officer of SP!KE to talk about millennial consumers and to showcase to our millennial #exchangers, a few tips to keep in mind when running their businesses.
What is SP!KE?
SP!KE is a consultancy firm that uses customer experience as a vehicle for business growth and customer retention, to improve and maintain business profitability.
SP!KE came out of frustration, to be honest. I was travelling a fair amount and everywhere I went (Bar None); I was annoyed by businesses. I felt I was paying to be treated poorly. As such, I was inspired be a part of the solution and that is how SP!KE came about.
Millennials are quickly becoming the most important consumers of goods and services. How can businesses impress millennials with great customer service to build loyal customers?
Millennials are risk-takers! They have no tolerance for service delays and inadequacies. Research shows that 60% of highly skilled and productive millennials will leave for new jobs in less than three (3) years. Similarly, millennials will take their business elsewhere in a split second. By setting the bar high, millennials challenge companies to deliver their very best customer service via multiple channels.
Millennial consumers wants websites and social media platforms that provide clear information, chatbots to respond and resolve their issues at their convenience (24/7 access) and technology that actually works e.g. e-commerce, online banking, etc. And if all these options fail, millennial consumers expect company representatives that are agile and can communicate to address their issue outside of the designated script.
So in essence, millennial consumers are looking for self-service and responsiveness.
How can Spike help companies to deliver what millennial customers want?
SP!KE focuses on the customer experience; reviewing the company’s processes from the customers’ perspective and then developing strategies that position the company to win. SP!KE uses journey mapping, training, change management and other tools to strategically move your company from its current state to the ideal state.
A customer experience strategist and columnist, Alex-Ann writes on the topic in the Western Mirror.She is currently enrolled in an international certified customer service manager programme. She holds a master’s degree in business administration from Monroe College and another in construction management from New York University; a bachelor’s degree in Tourism Management and several certificates in project management, procurement and contract negotiation. With almost a decade of experience in the field, Alex-Ann specialises in process development, customer experience and operational change.
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