In a recent Aspect Software study of customer service engagement, 55 percent of millennial respondents said their customer service expectations have gone up in the past three years, and more than half have stopped doing business with at least one company in the past year because of poor customer service.
The results of the survey represent the changing landscape of customer service expectations among millennials and other consumer demographics. In fact, two out of three respondents said they prefer to solve their customer service issues on their own. And 69 percent of millennials feel good about the company they are doing business with and feel a problem can be resolved without talking to customer service.
Customer service is a high priority among the millennial generation: 76 percent said they determine how much a company values their patronage by the quality of its customer service.
In the past year, 56 percent of respondents have shifted patronage from one company to another in response to poor customer service. However, a third of respondents said they "would rather clean a toilet" than talk to customer service, and 73 percent would rather solve product and service issues on their own.
"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 VP and general manager of Aspect's Cloud Solutions. "This represents a tremendous missed opportunity for companies to build business and secure customer loyalty. 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."
Millennial consumers are shoppers that know what they want and are willing to pay for it. In a U.S. grocery survey conducted earlier this year, 25 percent of millennials said they would pay a premium for same-day delivery service on online grocery sales. Digital-savvy millennials will go great lengths for convenience: 80 percent planned to buy gifts online last holiday season.
-See this Aspect Software press release
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