12 Considerations for Connecting with Millennial Customers

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  • 1. 12 Considerations for Connectingwith Millennial Customers
  • 2. MOBILE USAGE77% of affluent Americans between the ages of18 and 24, and 80% between the ages of 25 and34 own smartphones (Business Insider)One-third ofall tabletowners arebetween theages of 18and 34(Nielsen)1
  • 3. MOBILE USAGEof 18 to 29-year-olds who use theinternet on their cell phones domost of their online browsing onthem(Pew Research)2
  • 4. SHARING BRAND AND SERVICE EXPERIENCESSharability ofretailexperiences istwice asimportant toGeneration Yas it is toBoomers(Brodeur Partners)3
  • 5. SHARING BRAND AND SERVICE EXPERIENCES4 60% of millennialsproduce and uploadonlinecontent, includingphotos, videos, wikientries, blogposts, micro-blogposts andproduct/servicereviewsvs.29% of non-millennials (Barkley)Half ofallbloggers arebetweenthe agesof 18and 34(Nielsen)
  • 6. SHARING BRAND AND SERVICE EXPERIENCESYoung adult consumers increasingly chooseonline public feedback over direct33% of the youngest consumer age group (18 to 24-year-olds) preferring public feedback methods28% of those specifically favoring FacebookThe younger the consumers, themore likely they are to prefer publicover direct feedback methods(NICE Survey)5
  • 7. CHANNEL SURFINGA quarter to a third (25% to32%) of millennials reportusing the followingalternative channelsfrequently:live chat or virtualassistant onwebsitestextmessaging (SMS)smartphoneapplicationsservicekioskssocialnetworksonline communitiessponsored by theirproviders(NICE Systems Survey)6
  • 8. CHANNEL SURFINGOn average, 18 to 30-year-olds use6.3 customer service channels7On amonthlybasis, 18 to30-year-oldsuse 3.6channels(NICE Survey)
  • 9. SOCIAL CUSTOMERSsearchfor a solution online first(2012 Sitel Study)8 When customers have aproblem with aproduct….71% of 16 to 24-year- oldsand65% of 25 to 34-year-olds
  • 10. SOCIAL CUSTOMERSof customers age16 – 34 saidcompaniescould mostdrasticallyimprovecustomerexperience by“respondingquickly when Iask a questionon Twitter.”(Sitel Study)9
  • 11. SOCIAL CUSTOMERSof UKconsumersage 25 – 34engage insocialcommerce1045%By 2021,that percentageis expected toincrease to73%(Barclays)
  • 12. SOCIAL CUSTOMERS55% ofAmericanadultsage 35 andunder useFacebookevery day(Associated Press CFK GroupPoll)11
  • 13. SOCIAL CUSTOMERS-year-oldsexpectcustomersupport onsocial mediawithin 12hours of acomplaint orcomment(Nielsen)12 of 18 to 3442percent
  • 14. FOLLOW US ATwww.parature.com/blogwww.facebook.com/paraturewww.twitter.com/paraturewww.linkedin.com/company/paraturewww.youtube.com/paratureincwww.slidesharenet.net/paraturewww.parature.com/rss