What Customer Experience Means to Different Generations

What Customer Experience Means to Different Generations

OABPO Blog Team Published on January 13, 2015Last updated on December 15, 2022

Philippine call centers deliver customer service according to industry benchmarks and best practices that apply to all types of consumers.

This includes expert buyers, common users, power purchasers, and both tech-savvy and traditional consumers.

While there’s a list of standards that firms must follow in order to do customer service right, there still needs to be a unique approach for each demographic they serve.

Customers belonging to different populations have different consumer preferences and needs. So, the way you sell your brand and engage with them should be tailored to their likes and dislikes, which are unique to the generation they belong to.

Your sales or customer support representatives should be able to smoothly shift their approach from one member of a generation to another. And this starts with understanding generational differences among people’s consumer behaviors.

Baby Boomers

baby boomers elderly couple on couch using phone looking at catalogue

Having been born before most of the world’s population today, baby boomers have seen and experienced it all. They have a definite preference for what they like and don’t like in a product, as well as the exact type of things they want to buy. So long, flowery, and convoluted pitches won’t work on them. If you want them to read or listen to your whole message, capture them at the first line. Cut to the chase—present the facts and benefits they need right away.

Baby Boomers value connections. As a result, expect lengthy conversations whenever they contact your customer support team. They want the staff to be available all the time and provide resolution on the first contact.

Also, money is no issue to boomers. If getting the superior service means throwing money at it, they’d do so. They hold almost 70% of the United States’ disposable income and spend $548 billion each year. And they spend more than any generation. This covers the most money spent on transactions.

Just make sure that they do get what they paid for and that you’re true to your every word.

One widespread false information about the older generation, however, is that they aren’t tech-savvy. According to Pew Research Institute, 68% of them possess a smartphone and 57 % use social media. Considering Baby Boomers in the design of your multichannel customer experience can prove beneficial.

Generation X

happy young couple pregnant woman using laptop for online shopping

In their mid-40s to late 50s this year, Gen Xers want straightforward marketing like the generation before them. They want quick, easily accessible solutions, and these are not hard to provide to them, as they are the first ones to use computers. Most of them are also frequent social media users, regularly on platforms like Facebook and Twitter.

However, your website’s navigation and speed are not the only factors that could invite Gen X to stay loyal to your brand. They value efficiency the most, and they are the ones who are most likely to research about products online before going to actual stores for purchases. Having experienced the best of both traditional and digital customer service, Gen X would prefer doing business with you if you have online and physical presence.

Millennials

millennials happily looking at smartphone
Growing up alongside the boom of technological advancements, millennials are seen to be the easiest to market to but the hardest to manage. They grew up in a computer-dominated world, so they are well-networked and tech-savvy—they search, purchase, complain, and praise online.

Although they are the most image-conscious (thanks to social media), they don’t base their preference for a product on its popularity alone. The more you inject marketing to a supposedly social environment, the less they like you. And contrary to their image of self-absorption, millennials are actually we-thinkers. Selling to them would bring the best results if you present what you can do for them, their parents, their peers, and the rest of their network.

As digital natives, they have greatly influenced how our modern culture communicates. They pioneered new types of communication, from social media to crowdfunding and even peer-to-peer payments.

They want a company to provide customer assistance at all times and via any available channel, even through Facebook Messenger. A millennial is willing to share personal information with a business for a more tailored experience. And they want them to keep their information and service history safe and secured.

Generation Z

gen z girl pink hair using smartphone on bed

Generation Z may very well be taking over the pole position for most technological immersion, a position once held by Millennials. The older GenZ-ers are now in their 20s and have broken into employment and the consumer markets. As consumers, they value how great customer service can convert to brand loyalty.

They respond to visual content and social media exposure to filter brands aligned with their values. This generation is also twice more likely to find product reviews on YouTube before making a purchase. With their high regard for tech and digitization, Gen Z values personalized customer service and prefers experience over product.

Most of them are tasked with the research required before purchasing by the older generations, they can influence their parents’ buying decisions. Additionally, with their high regard for tech and digitization, their perception of how they see service is unlike that of any other generation. They expect their experience to be utterly seamless and without trouble.

Strengthening customer relationships depends on how brands can tailor their customer experience to different generations. When a brand provides exceptional customer service, it’s easy for consumers of any generation to become loyal to a brand.

Outsourcing partners, such as Open Access BPO, can eliminate your worries about agile customer service. Learn more about our customizable business solutions to enhance customer satisfaction for your brand. Message us today!

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