How has customer experience changed with the millennial generation? originally appeared on Quora: the place to gain and share knowledge, empowering people to learn from others and better understand the world.
The workforce is changing, and buyers are changing, with that, expectations are changing and evolving constantly for CX - it's no longer "one size fits all." This is why it's so important to use data to understand not just customer segments, but individual needs. What remains true across each generation of consumers is CX can make or break a business. Despite generational differences, the majority of consumers share one thing in common - they report being disappointed or upset by brands. We see these feelings are more pronounced among Gen Zers and Millennials.
Generation Z is paying the most attention to its customer experience. Their perceptions and resulting behaviors will have a far reaching impact as they eclipse Millennials in numbers, set trends, and influence future business practices. While they are quick to make a decision, they are also quick to forgive - all is not lost. Gen Z consumers are more willing to give brands a second chance after a tough experience.
Millennials are the original digital-first generation. They bring more racial and ethnic diversity than their predecessors. Sixty-eight percent of Generation Z and Millennials are finding new products and services through social channels monthly.
Interestingly, many think of boomers as set in their ways, but they have rapidly adopted technology that wasn't around until their 40s or 50s. They also control 70% of all disposable income in the U.S.
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