4 Things You Need to Know About Gen Z Customers

Generation Z (also known as ‘true digital natives’) generally refers to people born between 1995 and 2009. For this younger generation of consumers, a good customer experience (or CX), is of great importance. It’s essential for companies to develop an omnichannel customer service strategy to ensure that interactions with consumers are quick and easy to execute.

Communication Business Avenue has been helping some of the world’s largest companies to integrate call center systems and digital communication tools for the past 16 years.

According to Jennifer Sussin, Research VP at Gartner, companies investing in CX are advised to consider the following when dealing with Gen Z customers:
  • Earning trust
  • Focusing on mutual relationships
  • Enabling self-service
  • Creating experiences, not products

Earning trust

Recognizing that internet reputations mean something, they ensure that both negative and positive reviews are addressed. This new generation of customers values trust more than before and tends to do a lot of research on the internet before choosing a product or service.

Focusing on mutual relationships

Identify ways to engage with customers, particularly through social media channels; Generation Z wants to form relationships with brands they can trust.

Enabling self-service

Make it as easy as possible for customers to get answers to common questions. Provide and emphasise omnichannel support options so that customers can contact the company in the way they prefer. This generation is accustomed to finding answers to problems that arise on the internet and finding answers to those problems themselves.

Creating an experience, not a product

Place emphasis on the customer experience. Younger generations of consumers want to have a relationship with the organisations they engage with and want to be treated as more than just a number.

If you put off tackling the new generation of consumers, you could be missing out on a major business opportunity. Gartner also states that more than 70% of Generation Z consumers are influencing their parents’ purchasing decisions.

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