This guide will provide you with information on the why and how of engaging the Millennial generation with video. As well as tools and metrics that will help you to be successful.

Key points
  • Communication is essential for the success of your business
  • Business is increasingly done between millennials
  • They prefer video
  • Providing tools, like CloudApp, that help reduce friction and speak to customers in the way that is most comfortable to them is critical for success

How To Level Up Your Customer Experience and Wow The Snapchat Generation

It’s not how we’ve always done it, and that’s a good thing. A guide to creating a customer experience with a millennial state of mind. How well you communicate with your customers can ultimately determine the success and longevity of your company. Unfortunately, many businesses struggle to communicate effectively both internally among team members and externally with existing and prospective customers. This problem can lead to subpar customer experiences and ultimately result in lost revenue, confused clients, and high churn.

Understanding your customer and knowing what methods of communication are most effective with them can be a daunting task. Furthermore, the generational shift in the workforce with millennials (ages 23 to 38 in 2019) accounting for nearly half of the U.S. labor force can complicate matters as businesses and customers from different eras try to get on the same page.

Millennials’ communication styles are considerably different from prior generations. Notably, younger workers appear to have a clear preference for visual content, particularly videos rather than text. When faced with an issue, they’ll watch a YouTube tutorial to figure out how to fix their broken vacuum rather than dust off the text-heavy owner’s manual. Many millennials’ preferred methods of connection and communication involve an abundance of emojis, GIFs, memes, and acronyms. They text more than they answer a phone call, and tbh, they don’t have time to wait on hold for customer service.

So how will your business connect to this generation? How do you create a customer experience that will make an impact and create a loyal customer out of this generation? Chances are, many of your employees are part of this generation and the customers they’re interacting with are their peers. Enabling your employees with the communication tools necessary to connect in the ways that are natural for them is essential in providing high-quality customer interactions that can improve satisfaction, increase referrals, and drop churn like it’s hot.

Business owners who pay attention and apply the technologies that are central to the millennial’s world do so by using the tools they already interact with on a day-to-day basis. As you learn millennials’ language and communication styles, you’ll gain insight into creating a high-touch, personalized experience using software specialized just for that. This is key in creating a meaningful experience while simultaneously improving your bottom line.

In this book, you’ll learn five key concepts that will help you break through the noise and tailor your customer experience to a new generation of decision-makers and consumers. You’ll learn how to create the customer experience they have come to expect through their use of smartphones, social media, and on-demand purchasing power.

  1. Be Authentic
  2. Show, Don’t Tell
  3. Work Around Their Schedule
  4. Speak Their Language
  5. Know Your Audience

Chapters in this eBook