In previous updates, I described what Traditional, Baby Boomer and Gen X customers expect from the companies they do business with.
Gen Y consumers expect personalization. They are used to instant gratification and expect up-to-the-minute information across all media channels.
You must be knowledgeable about your offerings across channels and steer Gen Y customers to mobile channels since they love and expect state-of-the-art technology. Many members of Generation Y equate tech savvy with intelligence. It may harm your credibility with a Gen Y customer if you are not technologically savvy.
Community and authenticity are central values to Gen Y consumers. Effective use of social media platforms like Facebook and Twitter are a way businesses can align with these values, but only if social media is treated as a conversation. Gen Y will slam you on social media for service and products perceived as annoying, insulting, or “bad.”
Please send an email to firstname.lastname@example.org for a copy of all five updates on Meeting Customers Expectations Means Business and a free quick guide Selling to Four Generations and for information about my e-book and onsite workshop. I help organizations and sales people achieve bottom-line results with customer-centric communications.