Why do we need to deliver the customer service experience a Millennial is looking for?
It’s simple. Millennials have overtaken Baby Boomers as the largest demographic in the retail marketplace, and soon will overtake them in purchasing power as well.
This is why it is important to understand how to sell to Millennial in the retail environment.
Millennials were born between 1981 to 2000 and will be between 17 to 36 years old. They are tech-comfortable, family-centric and confident.
Millennials grew up with the internet at their fingertips, so they are self-reliant at discovering the information they need on their own. Often a Millennial customer will have done research on different products before entering your store or buy online.
When selling to Millennials, be truthful and communicate the facts.
Everything you say could be verified in seconds with a simple internet search.
If you aren’t sure of a fact or don’t know how to accurately answer a customer’s question, be honest and let the customer know that you are not sure. However, always make an effort to find out the answer from another staff member or manager so you can satisfy the customer’s needs.
According to a recent study by Deloitte, 9 in 10 shoppers know what they’re buying before they arrive at a store.
Remember to make sure you know the facts about your products.
Millennial customers want a personalised experience when they walk into your store.
They expect retailers to be authentic and have a more informal attitude when it comes to customer service.
They don’t just want information – they want a personalised experience. For Millennials, it’s more about dealing with the individual retail sales person, than the company or store they represent.
Delivering an excellent customer experience is very important for Millennial customers due to their use of social media and review websites.
Millennials will tell everyone about their experience if they like it. This can be online and face to face.
However, if you disappoint a Millennial customer and fail to make it right they will tell everyone including people they DON’T know about their experience.
Recommendations and reviews are important for Millennials, so take the time to ask if the customer is satisfied with the service experience.