Making It Through the Millennial Customer Service
MAZE
The Millennial generation has less tolerance for waiting in lines, repeating their problems to five different people or being treated like a number. Companies that can’t make it through the Millennial maze and adapt to this growing generation’s engagement preferences risk obsolescence. Get all the surprising findings now at www.aspect.com/millennials
Would you rather
The average American interacts with customer service 65 times per year.
x65
talk to customer service or...
33%
26%
Change a Physical dirty diaper labor
Clean a toilet
And most of them aren’t happy about it.
Why are Millennials so important? The 80 million Millennials, currently ages 19 to 37, are poised to outspend Baby Boomers in 2017*
56%
moved their business from at least one company in the past year due to poor customer service.
*U.S. figures
55
say their customer service expectations % have increased over the last three years.
If all communication options were equal in privacy and ease of use, all consumers would consider increasing their use of:
367%
“I’d rather do things on my own most of the time:”
233%
47%
62%
64%
Message boards
Millennials
250%
Text
Chat
Gen X
Boomers
The bonus?
Millennials dig digital
40
23%
would contact a company more % frequently if they could text.
36
If you make it quick and easy to share a good experience on social, most customers will!
56%
64% 60
%
% would prefer purely online customer service. Boomers Millennials
Self-service benefits everyone
Gen X
69%
69
% of Millennials say that they feel good about themselves and the company when they solve a problem without talking to customer service.
Get the research and learn five actions you can take right away to apply the cutting-edge findings to your business. www.aspect.com/millennials Data based on research results from a national study conducted by Aspect Software & The Center for Generational Kinetics, conducted in February 2015 with adults from across the U.S. between the ages of 18 and 65 with a 25% oversampling of millennials. © 2015 Aspect Software