[January 2016] Before you know it, millennials will account for the majority of your customer base. And guess what? They have different habits and expectations than their older counterparts. It’s imperative now to have the right customer service solutions in place. Here’s why:
Dollars and Cents
Millennial spending power will hit a whopping $200 billion annually by 2017 and $10 trillion over their lifetimes as consumers in the U.S. alone. Your organization can’t afford not to cater to this demographic.
Timing is Everything
Millennial customers have real-time expectations. Thanks to the smartphone, they are accustomed to having information readily available at their fingertips. Thirty percent of this age group (technically aged 12-34) expect a response within 10 minutes of reaching out for customer service via text message and 25 percent expect to receive a response within 10 minutes of reaching out via social media. Furthermore, they overwhelmingly do not want to pick up a phone to call a customer service representative.
They Know if You’re Faking It
This generation craves a “true, authentic personalized experience as customers,” according to Forbes contributor Micah Solomon. They also want to collaborate with your brand—as long as they believe that what they say matters to the company. They see the customer experience and the brand (and service provided) as one in the same.
They are Vocal
Millennials review, blog and post via social media and they don’t hesitate to speak up about a company. Boston Consulting Group reveals that the vast majority of millennials report taking action on behalf of brands and sharing brand preferences in their social groups. In addition, 81 percent of millennials use social media (in a public way) to interact with customer service.
The Answer
Microsoft Dynamics CRM® is a solution that caters to the needs of the millennial customer. It’s available via the cloud, which allows for real-time customer service updates so the entire team can act proactively. Because customer information is available across the organization, sales and marketing have access to the same data that the customer service team inputs, and vice-versa.
Microsoft Dynamics CRM’s Social Engagement tool gives you access to powerful social insights to stay on top of trends and specific instances that need immediate attention. You’ll see information presented in easy-to-view charts and graphs with the ability to drill down into each data point.
Last but certainly not least, if the majority of your customers are millennials it can be said that the majority of your workforce is as well. Microsoft Dynamics CRM 2016 was built to be easily accessed on-the-go, simplifying collaboration and allowing for increased productivity from anywhere, anytime.
To learn more about how Microsoft Dynamics CRM can help your organization or get started with a free 30-day trial, email us at learnmore@curogens.com.