1. OF SHOPPING DOLLARS,
STAYING RELEVANT IN A SOCIAL ERA:
A R E YO U S O C I A L I Z I N G YO U R C U S T O M E R E X P E R I E N C E ?
WHY DO MILLENNIALS MATTER?
IN 2015, THE NUMBER OF
MILLENNIALS IS PROJECTED
TO SURPASS THE NUMBER OF
BOOMERS FOR THE FIRST TIME.
By 2030, it is projected Millennials
will make up 75% of the workforce.2
By 2017, Millennials will have
more spending power than
any other generation. 4
WHY ARE MILLENNIALS DRIVING SHIFTS IN
RETAIL CUSTOMER SUPPORT STRATEGIES?
78% ARE MORE LIKELY TO CHOOSE
A BRAND THAT OFFERS A LOYALTY
OR REWARDS PROGRAM OVER A
BRAND THAT DOESN’T. 5 62% of
Millennials say they connect for
discounts or coupon codes, and
56% do so for “free perks.”6
44% ARE WILLING TO PROMOTE
PRODUCTS OR BRANDS THROUGH
SOCIAL MEDIA IN EXCHANGE FOR
REWARDS.8 49% of Millennials report
they typically discover new and
interesting things through Facebook’s
news feed, while 33% do the same
via Twitter’s timeline.9
57% use their mobile devices to
compare prices while in-store.12
DEALS ACTUALLY ACCOUNT FOR
31%
and many of the top apps used
by Millennials are either retail
or discount focused, with
Amazon Mobile and Groupon
topping the charts.7
More than 85% of consumers ages
18-34 own smartphones compared
to 61% of consumers 51-64 and only
46% of those over 65. 11
SO WHAT IS A RETAILER TO DO?
F I R S T: Millennials are more mobile- and channel-agnostic so retailers
should look to four key areas to enhance the digital shopping environment:
Product pricing
optimization and
management
FIND OUT MORE AT:
WWW.EGSCORP.COM
Understanding Millennial buying preferences is critical to keep pace with social customers, in
every interaction. Hyper-personalization across devices, contextual targeting, and more consumer
commentary in online ads are the current trend when socializing the customer experience.
ARE YOU SOCIALIZING YOUR CUSTOMER EXPERIENCE?
T H E N : Establish a process for collecting
customer experience and internal data
Conversion and site
optimization tools
Advanced mobile
innovations
Store-related
digital innovations
75.3 MILLION MILLENNIALS
MILLENNIAL SPENDING IS
PROJECTED TO REACH $200
BILLION PER YEAR BY 2017. 3
IN 2013, MILLENNIALS BECAME
THE LARGEST GENERATIONAL
COHORT IN THE WORKFORCE.
13.1 MILLION consumers access retail content via mobile phone,
8.2 MILLION visit mobile commerce websites,
4.2 MILLION engage in text messaging, and
3.2 MILLION have downloaded and used mobile apps.13
58% of mobile shoppers are Millennials.
10
65+
1. http://www.pewresearch.org/fact-tank/2015/01/16/this-year-
millennials-will-overtake-baby-boomers/
2. http://www.wired.com/2013/08/the-rise-of-the-millennial-workforce/
3. http://adage.com/article/digitalnext/millennials-party-brand-
terms/236444/
4. http://investors.bazaarvoice.com/releasedetail.cfm?releaseid=649677
5. https://www.aimia.com/content/dam/aimiawebsite/CaseStudies
WhitepapersResearch/english/Aimia_GenY_US.pdf
6. https://www.internetretailer.com/2014/06/04/millennials-connect-
businesses-social-networks
7. http://www.nielsen.com/us/en/insights/news/2014/millennials-
technology-social-connection.html
8. https://www.aimia.com/content/dam/aimiawebsite/CaseStudies
WhitepapersResearch/english/Aimia_GenY_US.pdf
© 2015 Expert Global Solutions, Inc. All trademarks, service marks and logos included herein are the intellectual property of
Expert Global Solutions, Inc. and its affiliates (“EGS”).
5 / 8 0 % : Five basic metrics will produce
80% of what you need to know 14
First contact resolution (FCR)
Cost per call / contact
Agent utilization
Customer satisfaction
Balanced score
Survey-based (CxP, NPS, ACSI, EDR)
Mobile sales conversion rate
Contact drivers by demographic
Embed any compliance or regulatory
requirements into monitoring forms
T H I N G S T O K N O W T O W I N T H E M I L L E N N I A L
9. https://www.aimia.com/content/dam/aimiawebsite/CaseStudies
WhitepapersResearch/english/Aimia_GenY_US.pdf
10. http://www.businessinsider.com/the-surprising-demographics-of-
who-shops-online-and-on-mobile-2014-6
11. https://www.internetretailer.com/2015/05/01/master-great-design
12. https://www.internetretailer.com/2014/06/04/millennials-connect-
businesses-social-networks
13. https://www.internetretailer.com/2011/06/13/mobile-shoppers-are-
14. http://www.callcenterbestpractices.com/call-center-metrics-most-
to-least-impact/
REFERENCE S
VS.
74.9 MILLION BOOMERS.1
85%
61% 46%
$
50%
$
89
$
99
UNIQUELY MILLENNIAL BEHAVIOR:
$ 89
$ 99