Do you think customer service ?
The notion of customer service is very fragile and a brand can be damaged in an instant.
It happened to me recently with a ‘prestigious’ estate agent in central London.
Some people have very long memories for poor customer service.
Break that trust and you are toast.
Customer service and the Millennial aged 20 to 40
There is a lot of nonsense out there regarding the sales cycle.
Here is a brutal reality check for you:
The referral ONLY comes from very happy customers.
Very unhappy customers
Unhappy customers or
From second one, your customer service is being judged.
If you get it wrong on the smartphone there will be no easy sale and certainly no referral.
What customer service is the millennial looking for on their device ?
Opportunity to share on social media.
Added micro and macro value and reward.
Immediacy with all your touch points.
Instant previous correspondence retrieval.
Ability to access your information off line.
A to Z completion of the sale on the Smartphone.
How does business cope with the demand of Millennial requirements ?
Move the website to second in command.
Ensure all touch points are automatically integrated into team management CRM