A new report from Aspect Software, a US software company providing customer engagement solutions, has found that Gen Ys can’t be bothered with a company’s customer service, preferring to solve problems themselves.
The Millennial Report surveyed 1,050 Americans, of which 25 per cent where aged 18-34. The study found companies have to adapt to Millennial’s changing view of customer service or risk consumers taking their business elsewhere.
Some of the findings from the study include:
- 76 per cent of all generations view customer service as a “true test” of how much a company values them.
- 56 per cent of Millennials have stopped doing business with a company because of poor customer service.
- 69 per cent of Millennials say that they feel good about themselves, and the company they are doing business with, when they resolve a problem without talking to customer service.
- Nearly a third of consumers would rather clean a toilet than talk to customer service.
“The average consumer interacts with customer service 65 times a year, yet they are increasingly underwhelmed with an experience that does not reflect consumers’ digital and mobile preference nor their desire to resolve issues on their own,” said Joe Gagnon, senior vice president and general manager of Aspect’s Cloud Solutions.
“As Millennials are more ‘experience-loyal’ than ‘brand-loyal,’ consumer engagement is quickly becoming a far more influential factor in building positive brand perception. It’s imperative that businesses adapt their customer service strategies to deliver an interaction strategy that addresses Millennial engagement preferences.”
Click here for the study.
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