With the world at their fingertips, millennials can’t be blamed for having high expectations. It’s not just about technology, though technology does lie at the heart of it. In terms of customer experience management, at least, it’s about agility – specifically, how quickly and effectively brands can right a wrong, or whether they can improvise when something doesn’t go according to script.
Whether they realize it or not, companies are being pushed to improve their game in the customer service department. Resolutions have to be swifter, more satisfying and easier to come by – and the same applies whether your company employs ten people or ten thousand people.
Before you can get better, you need to diagnose the problem
You might already be aware of problems within your organization – maybe a lack of social media engagement, a poor website or ineffective employee training. If you’re not sure, the road to better customer experience management is paved with knowledge. Find ways to reach out to your customers through channels that work for them; create surveys, solicit feedback, but do it in a way that acknowledges the value of the customer’s time and the loftiness of their expectations.
More than ever, customer experiences need to be seamless, intuitive and agile. Few products are so unique or exclusive that they can help a brand overcome poor experiences. To tap into the massive market of consumers growing up in the digital age, you’ve got to be willing to evolve with those consumers – adapting to new technologies, yes, but also acknowledging and responding to the ways in which they experience brands and products.
Customer loyalty isn’t dead, but these days it doesn’t survive for long without constant care and vigilance. When millennials are left unsatisfied, they won’t hesitate to seek satisfaction from your competitor.