For Startup ROI, Good CX Means Fast CX
The need for speed to execute quality CX.
You’ve likely heard that you need to prioritize “digital natives” in your marketing and customer experience strategies. But who are they? And why are their needs so important to your success?
Spoiler alert: they’re the biggest consumer group in the US, and the quality of their customer experience can make or break your business.
In what follows, we’ll take a look at:
Digital natives are widely recognized as consisting of the Millennial and Gen Z demographics. Born between 1980 and today, digital natives are those who use digital technologies and the Internet from a young age.
Right now, Millennials represent the largest group of consumers in the US, at 76 million. Gen Z, at 78 million, is set to surpass that number in the coming years. As digital natives, both groups represent a huge amount of buying power, as well as a significant fraction of the workforce. By leveraging their digital-first mindset, you can keep customers satisfied and ensure your business stays on top of leading edge CX approaches.
If you know digital natives, or if you are one, you know they usually recoil at the thought of having to pick up the phone. While it makes for great meme material, it’s also supported by customer preference data that proactive organizations are using to guide their customer experience strategies.
So what are digital natives looking for in their customer experience? Here are four key areas your strategy should be taking into account:
Maybe you already know you need to be thinking about the customer expectations of digital natives, but you’re feeling daunted by the challenges of shifting to a digital-first experience. For many companies, that change represents a drastic departure from the way they’ve traditionally done things.
Failing to rise to the challenge can have a substantial negative impact on business. For 53% of customers, not being able to find a quick answer to their question is a dealbreaker that leads them to walk away from a potential purchase.
Employing a diverse workforce of digital natives as customer service agents is one way companies are ensuring consumers get support that’s catered to their expectations and mindset. Who better to know what digital natives want than tech-fluent, experienced digital natives themselves?
As more and more companies understand that high employee satisfaction has a direct positive impact on customer satisfaction, they are developing and empowering their customer support teams in these key ways:
Of course, supporting digitally native agents and customers in the ways we’ve discussed means having the right technology in place to make it all possible. The best way to guarantee this is to work with a trusted partner who can provide the following solutions and functionality to flawlessly launch digital customer support delivery:
When your digital workforce is equipped with the right technology, trained to provide an end-to-end digital experience, and empowered to deliver exceptional customer service, you’re bound to reap the rewards of improved customer satisfaction. And, inevitably, you’ll also launch your organization down a path of continuous improvement. As your digital workforce acquires and contributes new ideas, processes, experiences and knowledge, you can feed those insights back into your operations and translate them into optimal outcomes for your digital customers.
With integrated technology and empowered, digitally fluent support agents, companies can achieve seamless customer engagement, exceptional employee performance and superior outcomes. All of that adds up to a futureproof CX approach that meets the needs of the consumer group with the most purchasing power and the greatest potential to impact business, for better or worse.
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