This document discusses strategies for retaining young customers, referred to as millennials. It advocates creating an impact while customers are still young, communicating through recurring notifications and emails on topics they care about like social issues and technology. It also stresses quickly fixing problems when they occur through direct communication, and connecting customers to build a loyal community through rewards and recognition of their contributions. The overall message is that millennials want brands that actively engage them through communication, responsiveness, and a sense of community.

1. Casper Sermsuksan | Nicholas Wang

2. Tommy T.

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7. Tom Me

9. Retain Young Talk to Me Fix My Problem Reward Me
What do we learn from Tommy?
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Retain Young Talk To Me Fix My Problem Reward Me!
Retain Young Talk to Me Fix My Problem Reward Me

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Retain Young
Create an impact while they are still in the nest
75% of Millennials cited friends and family as
sources for information about products and brands
Source: The Monogram Group

11. Retain Young Talk to Me Fix My Problem Reward Me
Retain Young
Create an impact while they are still in the nest
Family Plan

12. Retain Young Talk to Me Fix My Problem Reward Me
Retain Young
Create an impact while they are still in the nest

13. Retain Young Talk to Me Fix My Problem Reward Me
Retain Young
Create an impact while they are still in the nest

14. Retain Young Talk to Me Fix My Problem Reward Me
Talk to Me
Create recurring notifications and informative emails
95% of Millennials want
their brands to actively court them
Source: Accenture’s Report

15. Retain Young Talk to Me Fix My Problem Reward Me
Talk to Me
Suggested Topics
Social Issues
New Technology
Local Community
89% of Millennials are more
loyal to brands that support
solutions to social issues
83% of Millennials are
willing to work with brands to
achieve positive change
Source: Cone & MSL Group

16. Retain Young Talk to Me Fix My Problem Reward Me
Talk to Me
Local Success Story
Carmel Stevens
State Farm Agent, LA

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Fix My Problem
Control the damage right when it happens
Customers Corporate
State Farm @statefarm
We are so sorry to hear that. @tommytrojan can you please tell us what happened? In
the mean time, your agent @mariaSF should have contacted you via email. Thank you
for being a loyal customer, Tommy!
Tommy T. @tommytrojan
@StateFarm had the slowest service ever! Definitely not a good experience with my
first accident
Social Mention
Mention
Topsy

18. Retain Young Talk to Me Fix My Problem Reward Me
Share Folder
Control the damage right when it happens
Customers Corporate Local Agent Customers
tommytrojan@gmail.com
Your Recent Accident Feedback – Maria from State Farm
Hi Tommy,
I saw that you had an unsatisfactory experience with your service today. Can
you please let me know what went wrong and how I can fix it? I am here to
make sure that we provide you with a great experience!
Best regards,
Maria SF
Fix My Problem

19. Retain Young Talk to Me Fix My Problem Reward Me
Reward Me!
Connect the dots; create the community
86% of Millennials join loyalty program
Source: Forbes

20. Retain Young Talk to Me Fix My Problem Reward Me
Reward Me!
Neighbor Sticker
Neighbor

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Retain Young Talk To Me Fix My Problem Reward Me!

22. “A Good Neighbor Builds a United Community”

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Retain Young Talk To Me Fix My Problem Reward Me!
Q&A Session