5 TIPS TO OFFER A GOOD CUSTOMER EXPERIENCE TO GENERATION Z

In Marketing, when we talk about concepts such as target, buyer person or segmentation, it is important that we bear in mind that our communications must be created with the people they are going to address in mind. Society is heterogeneous because human beings have very diverse characteristics and taste so both the content and the form of the phone number messages will have a different impact.

Thus, in this sense, age is a factor to be taken into account. It is estimated that each generation lasts a maximum of between 20 and 30 years, which allows us to group people into stages marked by common aspects: fashion, culture, socio-economic circumstances, etc. And, currently, one of the generations that most influences the decisions made by companies is the so-called Generation Z. So today, at ActionsCALL, we are going to talk to you about it and give you 5 tips so you can offer a good customer experience to your members.

WHAT CHARACTERISTICS DOES GENERATION Z HAVE?

Generation Z refers to all the email list people who were born approximately between the middle of the last decade of the 90s and the middle of the first decade of the s. XXI. Although the limits are really diffuse and can vary a few years before and a few years later.

In any case, the important thing is that it refers to people who are currently under 30 years old and over 15; with all that means. Therefore, in a very general way, we can make a profile with the following characteristics :

• Young people.
• They are used to technology and the use of Social Networks. For the most part, they are ‘digital’ users.
• They have access to mobile terminals (such as smartphones, and tablets…) and use them on a daily basis to carry out daily activities and connect to the Internet.
• They are used to immediacy, so they highly value speed and efficiency.
• They place great importance on diversity and tend to encourage inclusion.
• They are practical and decisive since they have no problem learning in a self-taught way and tend to absorb new knowledge easily.

HOW TO OFFER A GOOD CUSTOMER EXPERIENCE TO GENERATION Z?

If we take these distinctive characteristics into account, we can create a communication strategy that focuses on this consumer profile. And this must be based on five basic ideas:

MULTICHANNEL

Members of Generation Z are mostly digital natives. They are used to taking advantage of technology to make their day-to-day easier, so the experience offered to them must be as phone number list broad and complete as possible.

Therefore, in addition to the telephone, the ideal is that these people also have other channels at their disposal to communicate with the company: Email, Social Networks, online chat … The point is to make things as easy as possible for them. , so that they are the ones who choose how they want to contact.

SIMPLICITY AND CLARITY

It is estimated that the average attention span of a Generation Z person is between 7 and 8 seconds. Therefore, it is essential to communicate with this audience as concretely and clearly as possible, since the longer the message lasts, the more likely it is that they lose attention.

The most effective messages are the most direct and clear since these young people value their time very much and do not want to complicate themselves. Hence, brevity and authenticity are very important aspects so that what we want to convey permeates this customer profile.

SHOW SOCIAL ENGAGEMENT

Marketing seeks profitability in an activity or business. And although initially, he focused his work on achieving specific sales, in recent years he has understood that, sometimes, the longest path can end up being the one that offers the best results.

Today not everything is convincing the user to close a single sale. Inbound marketing has taught us that the mechanism is more complex and that it includes attracting the user, interacting with him and delighting him , so that he trusts us, shares his data and is satisfied enough to become loyal.

Thus, this approach is very present in marketing for Generation Z, because we are talking about a group of people who are committed to society and who have concerns about the world around them. Which means that our company must also show them that it shares these concerns . How? Investing in corporate responsibility, implementing inclusive practices, promoting sustainable measures , launching offers and promotions that encourage customer participation in charitable activities, etc.

THE IMPORTANCE OF INFLUENCERS

Every time audiences gain more presence in Social Networks . Young people consume up to 7 hours a day of digital leisure , which is why other media such as television, radio or the written press have lost strength compared to the content on the Internet.

This trend makes influencers essential players for marketing aimed at Generation Z. Currently, people belonging to this age group generally take the opinions and tastes of streamers more into account than those of actors, presenters or politicians. So influencer marketing must also be one of the ‘legs’ of any strategy aimed at young audiences, because it will help to transmit and amplify the messages.

PERSONALIZATION

We live in an era where consumption is à la carte. We decide what movie we want to see, when and where; we choose the music playlist that we want to listen to at any time… or we can even make an appointment for the doctor online . Consequently, personalization is essential for a highly satisfactory customer experience .

According to a survey carried out in 2017, 26% of young people who belong to Generation Z demand more personalization from brands when interacting with them. And this is a need that must also have a fulfilled response in the field of telemarketing; since it is a type of public that does not see with bad eyes giving up their data, if in return we are able to offer them a unique and totally personalized service .

GENERATION Z, DEMANDING BUT COMMITTED

So far our 5 tips to offer a good customer experience to Generation Z. As you can see, this is a demanding and well-informed audience, but at the same time it is participatory and passionate, so an appropriate approach to our marketing strategy can end up offering us magnificent results.