Don’t Be So 1999, Know What Millennials Want From Your Business
They’re Online
You have to start by looking at differences between millennials and older demographics. This generation has grown up with digital technology and the internet their whole life. You don’t necessarily have to have an ecommerce component to your business. However, you do need to put effort into an online presence and know what they want to see. They want information, they want to see active communities, they want quality. Nowadays, more people go straight to the site first rather than a store. They will make their first impression not as a customer, but as a judge of your online brand.
They Take Service Seriously
Consumers today are also more informed of the power that they hold as consumers. They’re eager to hold businesses accountable. That being said, you need to be able to account for better customer service. The power of good will has been made clear to businesses, especially since failing to uphold it in the online world can hurt their reputation. Businesses no longer have excuses to use slow channels of customer service. Everyone knows the effectiveness of social media and on-site chat apps. Businesses that lack them can look uncaring in response.
They’re Impatient
Information travels much quicker these days and that means the processes of the shop can be sped up. This is particularly true of the end goal of the business: the sale. If your business lacks essential conveniences like point of sale credit card processing, it will feel archaic and slow to your consumers. Millennial customers are used to much more efficient and convenient services in their stores. Anything less just doesn’t stand up to their standards.
They’re Always Eager for More
Their impatience has created an instant gratification culture. It goes not just as far as the sale but even beyond it. It might seem like businesses that use loyalty programs are sacrificing more to impatient consumers. However, the truth is that they’re investing in the people most likely to become their most devoted brand advocates. Offering more goes beyond offering more value per each purchase. For instance, if you have ecommerce options alongside a physical store, then the omnichannel offers consumers much more control over how they shop with you.
It’s a new breed of customer out there. They’re savvier, they know the ease and convenience on offer. They care more about the businesses they support and how those businesses support them. The internet might seem like it’s making relationships more distant, but in business, it’s making them more connected.
