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Customer Service and the Expectations of Millennials

A study from Aspect Software analyzes the customer service expectations of different generations.

Millennials expect a rapid and convenient channel for customer service interactions.  Texting represents an opportunity for brands to address the customer engagement preferences of Millennials.

Jack Loechner, writing for the Research Brief From the Center for Media Research, summarizes the findings from this study, which includes these points about Millennials and customer service:

-56% moved their business from at least one company during the past year due to poor customer service.

-More than 50% reported that their customer service expectations have increased over the past three years.

-69% feel good about themselves and the company they are doing business with when they can resolve a problem without speaking to customer service.

-This generational segment is more “experience-loyal” than “brand-loyal.”

An effective customer service strategy will address the preferences of Millennials for omni-channel support and self-service.

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