With Millennials, Customer Service Is Your Greatest Marketing Tool

Regardless of which industry you’re in, your interaction with consumers involves two basic components—communication and payments. Traditionally, business communication focused on presenting the value of your product or service to the consumer so it could result in a transaction. However, as technology creates newer, more  consumer-friendly ways to communicate, invoice, take payments, and make account information available, business success is no longer just about the quality or price of your product or service—it now includes the consumer experience you deliver.

This internet-driven, consumer-centric world—often referred to as the millennial mindset—places every product or service under a microscope, comparing not just price and quality, but convenience, engagement, and even the culture behind your brand. Here are just a few items to consider:

  • How you communicate is sometimes just as important as what you say.
  • To know the how, you need to know which communication channels your customers prefer to be communicated through, and which they prefer to use when interacting with you.
  • Providing today’s consumers with communication and payment solutions they prefer creates loyal customers who share their
  • Preferred communication channels may change depending upon circumstances—smart solutions already have options in place.

This may sound like a lot of work to just reach one generation group. However, the consumer preferences millennials embrace are quickly becoming adopted by the Gen X and Baby Boomers. This millennial mindset is blurring the lines between customer service and marketing. Smart businesses see the financial impact—both positive and negative—that comes from the quality of the consumer experience.

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 Who are millennials and why should you care about their consumer preferences?

Millennials, also referred to as Generation Y, are widely defined as anyone born between 1976 and 2000. they are the generation who has grown up saturated in marketing at every level. From TV to internet, to social media to mobile devices, Generation Y has entered the marketplace fully aware everything and everyone around them is out to sell them something. And they are eager to buy.

A recent Nielsen report cites this generation spends $65 billion a year and influences more than $1 trillion in total consumer spending.

This is why you should care about the consumer preferences of millennials—they not only have a lot of money to spend—they also tell all of their friends about the brands they like.

Discover five business “must haves” to engaging the growing millennial mindset in this free resource guide.


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