Author Description

Everything you need to know to transform your customer service experience and delight a new generation of customers. There are over 80 million strong in the U.S. alone, and they're unlike any customers you've ever had before. Millennials demand nearly-instantaneous and completely intuitive customer support. They reject hackneyed ideas of what "luxury" should mean. They actively search for brands and companies that can bring them authentic experiences that match their values. The power of getting this right--and the hazards of getting this wrong--are immense. Since millennials share nearly all of their experiences via social media, the way you meet their expectations decides whether they'll choose to "Yelp your business a new one" or become true, digitally-empowered "brand ambassadors" for your business. Just as important, what millennials want from you today represents what more and more customers, from every generation, will be asking for as well in the very near future.