5 Ways To Keep Your Millennial Customers Satisfied

Millenials can be very hard to please at times. They expect a lot out of today’s companies and if they aren’t satisfied with the customer service they will share this on social media or with their friends. Here are 5 ways to keep your millennial customers satisfied.

 

Be Everywhere

Young customers will expect service across all channels such as Snapchat, Facebook and Instagram. If you are marketing on one channel then you need to ensure you also handle customer service on this channel. It is important to make sure you have people in place who will respond to customers on all your channels.

 

Don’t Change Channels

If you receive a complaint on one channel then you need to make sure you respond to it on that channel. If someone messages you on Instagram they don’t expect you to reply on Facebook.

 

Answer Quickly

You should aim to respond to all questions and complaints in less than an hour. To help staff deal with queries and complaints you should make sure they all the resources they need. It is important to invest in software, which will identify, categorize and reply to complaints quickly.

 

Provide Self-Service

Many millennials will be tech-savvy and less patient. This means when they are having an issue with a product they most likely will know what needs to be done. You should provide a huge amount of information online so customers are in a position to do research themselves when a problem arises.

 

Act like a Human

Customers don’t expect you to act formally on social media. If you just send out a clear copied and pasted apology text then this will frustrate customers. You should try and personalize the message as much as you can.