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12 Considerations for Connecting with Millennial Customers


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12 Considerations for Connecting with Millennial Customers

  1. 1. 12 Considerations for Connectingwith Millennial Customers
  2. 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. 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. 4. SHARING BRAND AND SERVICE EXPERIENCESSharability ofretailexperiences istwice asimportant toGeneration Yas it is toBoomers(Brodeur Partners)3
  5. 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. 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. 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. 8. CHANNEL SURFINGOn average, 18 to 30-year-olds use6.3 customer service channels7On amonthlybasis, 18 to30-year-oldsuse 3.6channels(NICE Survey)
  9. 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. 10. SOCIAL CUSTOMERSof customers age16 – 34 saidcompaniescould mostdrasticallyimprovecustomerexperience by“respondingquickly when Iask a questionon Twitter.”(Sitel Study)9
  11. 11. SOCIAL CUSTOMERSof UKconsumersage 25 – 34engage insocialcommerce1045%By 2021,that percentageis expected toincrease to73%(Barclays)
  12. 12. SOCIAL CUSTOMERS55% ofAmericanadultsage 35 andunder useFacebookevery day(Associated Press CFK GroupPoll)11
  13. 13. SOCIAL CUSTOMERS-year-oldsexpectcustomersupport onsocial mediawithin 12hours of acomplaint orcomment(Nielsen)12 of 18 to 3442percent
  14. 14. FOLLOW US