How generational changes also impact customer service

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How generational changes also impact customer service

Generational changes have been impacting consumer habits, the decisions that companies have to make or even the type of product they have to launch on the market. Today’s consumers do not want the same products that past consumers were interested or imported, and at the same time, the same claims that were used to sell to parents cannot be used to sell the same products to their children. Things have to change, to adjust to the times and to take into account what matters – and what does not matter – to new types of consumers.

But the truth is that you not only have to change the way things  uk mobile phone database  are done and the way in which they are positioned, but you also have to understand how the ways that connect consumers are changing and how they are reaching the audiences of a different way.

Possibly one of the clearest examples to understand how this happens is to see what has happened to television in recent years. TV went from being the means of communication par excellence and the one in fashion, the one that had to be taken into account to connect with audiences and to reach potential consumers, to becoming a medium in crisis due to the push of the network . Consumers were no longer using television to watch content as they did in the past, as on-demand content had begun to take over. The same thing that happens with TV happens with many other elements.

Thus, brands and companies not only have to take into account how consumers change in modern times but also how those changes affect the customer service they must offer and the consumer experience. Companies have to adapt to changing times and have to take into account what this entails. And these new times mean, many times, that what previously seemed more comfortable or more recommendable has ceased to be.

The telephone, star in decline
The telephone, the favorite way to connect with brands and companies and to receive good customer service, is no longer the preferred way for consumers. As indicated in the conclusions of a study by The Northridge Group, based on an American sample, the telephone continues to be the most used customer service service – in general numbers – but it has also begun to be the one with the greatest decline in the year-on-year comparison. Even more interesting, the telephone is the way that younger consumers favor the least when it comes to connecting with companies.

The numbers clearly show this change. In 2015, 49% of those surveyed indicated that the telephone was their favorite channel to connect with customer service. In 2018, the last year for which data are available, the percentage was already only 43%. At the same time, the profits attributed to the telephone are also falling. 54% of those surveyed say it is the fastest channel and 48% the easiest to use. In 2015 they were 65 and 56% respectively.

If the data is analyzed from a generational point of view, the fracture is much clearer. For millennials, the preferred customer service channel is digital, with 44%, ahead of the telephone (34%) and email (20%). In front of them, members of generation  uk mobile phone database  X stay with the telephone (41%) over digital (35%) as do the baby boomers (55% telephone and 22% digital, they prefer the latter channel even email, with 23%).

Customer service adapted to the new times
Therefore, companies have no choice but to understand who they work with and who they want to reach. For customer service to work and for consumers to feel comfortable with it, they have to think about how their consumers have changed and what they expect from the times. They have to find which channels they are most comfortable with and offer them to them.

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