Millennials Demand Better Service

When it comes to customer service and Millennial shoppers, retailers need to step up their game, according to a recent survey from Conversion Research on behalf of Aspect Software and The Center for Generational Kinetics. The research revealed that the Millennial demographic has higher customer-service expectations than it did three years ago. Moreover, all consumer demographics are defining “customer experience” as “customer service.” This presents a challenge in particular for specialty apparel retailers whose core shoppers in this demographic often switch loyalty. The online survey had a sample size of 1,050, and found that 55 percent of Millennials “say that their customer-service expectations have increased over the last three years” and “more than half have stopped doing business with at least one company because of poor customer service in the past year,” the survey showed. Moreover, the research found that about three out of four consumers surveyed “prefer to solve their customer-service issues on their own, setting the stage for big changes in the consumer-experience landscape,” said the authors of the study. They noted that 65 percent of all consumers say they “feel good about themselves and the company they are doing business with” when they tackle a problem on their own

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