Overview

How to gain and keep Gen Y loyalty

Gen Y’s constant connectivity through various channels allows them to direct the way brands should manage their customer service. So what does Generation Y want in terms of customer service? Retailers that are one step ahead.

  • Unique Personalization
    • Loyalty programs and personalized perks are just two of the expectations from Gen Y. Retailers must think about the “something extra” for Gen Y. For example, Beachbody, offers “Beach Body Club” in which consumers get discounts on workout items and free support and advice from health coaches. The customer gets personalized coaching while the retailer guides them on what to purchase online.  Providing these perks is a win-win. To avoid the brand promiscuity of Gen Y shoppers, give them a reason to be loyal to you by providing an exclusive program that shows you know your shopper. Providing an intuitive platform for their journey and their shopping preferences gives them the ease of knowing they are being approached as an individual, not as a dollar sign.
  • Eliminate the disconnect, make it quick and easy
    • From smartphone, to computer, to tablet to the physical store Gen Y demand an integrated seamless experience. The associates both online and in store should have the appropriate resources to access product information and order status quickly. Having a uniform system that provides a 360 view of the customer helps eliminate any disconnect from their previous interaction, no matter the channel.
  • Get Savvy
    • Gen Y is considered the most tech-savvy generation to date. Retailers that provide services that keep up with Gen Y will be ahead of their competition. Gen Y needs options, they have had options since the day they sat down in front of the Internet. Retailers must offer services that allow for flexibility. For example, buy online and pick up in store or mobile ordering and delivery based upon their desired time frame within the hour or 24 hours. Nielsen data shows that online ordering for groceries is the preferred service for Millennials. From groceries to clothing, millennial buying power has pushed these services to grow and it is up to the retailers to keep up this growing expectation of “I want it now”.

In conclusion, the retailers that can predict the shopper’s next move or question is the surviving brand. Gen Y is about convenience, if there are delays in getting the information they want, they will quickly move on to the next brand.

Life on a Seven-Second Delay

One infamous wardrobe malfunction in the 2004 Super Bowl made the seven-second broadcast delay a household term. A seemingly negligible amount of time, seven seconds gave television executives the feeling of security, the knowledge that they could cut the video feed or bleep the audio before it went out to millions of viewers.

But imagine what life would be like if our vision or hearing was limited by that seven-second delay. Forget about catching your smartphone before it hits the floor; according to Isaac Newton, that screen’s already been cracked for six seconds and change. Walking around? Take one step, […]

Simulation modeling and Madden: Understanding “What if” analyses through football

Many years ago, I got my first promotion for drawing a simple graph.

I had been asked a question: Given changes we were expecting at our airline, what should be our servicing strategy?

That question is the sort of question that you would ask a $500/hour consultant, and I certainly wasn’t one of those. But my boss knew that I had built a discrete-event simulation model of the contact center network, and he felt it was time to take the model out for a spin.

Many of you haven’t heard of discrete-event simulation modeling, but if your home is like […]

How One Company Used their Best Asset – Their People

You can help drive a culture of inclusion and collaboration or you can let your team descend into constant reactive mode. If you ignore what your people are saying, this can create a siloed environment which can directly impact your customer service.

An inspiring moment for me was listening to what our customer Ambit Energy, a top electricity and gas provider, has accomplished by listening to its employees and turning those insights into action.

Ambit reached out to its employees for ways to improve, and then followed through, making changes to its processes. CRM system improvements decreased an average call […]

Collection Analytics: How to save money with counterintuitive data

One of my more interesting jobs was as a manager of a credit card collections analytics group. We were tasked to produce all sorts of cool analytics, from when to schedule collectors to how to segment the delinquent customers to how to manage the collections dialer. It was fun.

Being someone who hadn’t grown up in collections, I was able to ask all sorts of stupid questions — to challenge the “traditional” way of operating. And we found some cool “traditions” that should be re-evaluated. One of the more nuanced piece of analyses we performed was to determine the priority […]

Want happy customers? Get intentional about your experience

With today’s technology, feeding customers’ multi-channel expectations isn’t about enabling many channels of communication; the struggle lies in managing the people, processes, and technology that deliver the experience to your customers.

If you boil it down to its simplest terms, the customer sees and experiences you as one entity. They do not think of your marketing team or your customer service department; they think Disney, Apple, Google, Comcast, and Verizon. Every interaction with every employee, product, or service combines to create that customer’s “experience.”

Whether you define the experience you will deliver or not, customers will have expectations. If you […]

Lessons from Lego: Confessions of an enterprise collaboration addict and toddler mom

As first-time parents, my husband and I try to be wise in our toy purchases. (Experienced parents: please stop laughing.) But it’s become clear that most toys aren’t designed with both parents and toddlers in mind; most seem to fall into one of several categories. As I began to define the different categories of toys in my head after cleaning up a particularly rowdy play session, I realized they looked surprisingly similar to the enterprise collaboration and communication marketplace (but more on that soon):

Best of Breed – This toy does one thing well, but that’s it. You can’t expand […]

Why Contact Centers Need a Workforce Management Team

Every contact center needs a Workforce Management (WFM) team. Seriously, you do! I spend a lot of time evangelizing why WFM planning is so important when creating a consistently performing operation. Because I have seen this play out many times in my job as a consultant, I’m highly confident that WFM practices can help any business improve. After all, isn’t it better to be prepared than surprised?

One of the best predictors of future behavior is past behavior. WFM software allows us to gather data from the past so we’re able to prepare for the future. Learning from the past […]

Top Three Tips for Improving Patient Engagement

The topic of “patient engagement” is very hot in the healthcare industry right now. The idea of transforming customer experience has taken almost every industry by storm, and the healthcare customer experience is no exception. What is it that sets certain providers’ customer service experiences apart from others?

In a recent webinar, we teamed up with CareCentrix, a leading provider of at-home health solutions, to help outline some key initiatives for healthcare providers. Here are three tips they shared:

Know the patient. Many providers try and implement patient service strategies based on what THEIR goals and initiatives are. When the […]

Unlocking the Mystery of First Contact Resolution

Contact Centers seem to be turning some of their focus away from the “old school” metrics of service level achievement – e.g. percent of calls answered in x seconds, average speed of answer and average talk time. Don’t get me wrong – I am not saying these goals are not on company’s radar. I am suggesting that resolution on the first try or “one and done,” might be becoming more important than standard SLAs.

Think about it. When I call my bank, doctor, etc., I don’t care as much about how long I have to wait, but I do care […]