The millennial generation is the largest generation in the U.S. currently. So, each year they contribute a sizable amount to retail sales. This generation is more educated and savvier than any other generation. They turn to their devices to meet their needs including shopping needs. Having grown up and matured with technology, millennials expect to be in a position to use it in every aspect of their life. Millennials plug into their devices at all times. They disrupt the traditional purchasing patterns. Millennials hold tremendous purchasing power. Yet many businesses are finding it harder to consistently capture and convert them. Millennials have been changing how business works. So, those that fall behind stand to lose a lot. It’s all part of the consumer habits of millennials. Below are a few tips businesses can use to convert this demographic.
Millennial customers have in the past been referred to as the convenience customer. Why? Because most aspects of their lives are interconnected, and they expect different brands and businesses to intersect with the technology in their lives. Convenience is so important to them because they have never lived without it. It is not a surprise that they have come to demand it from businesses. For a business to be successful, they not only need to know their customers but also the devices and applications they use in their daily life.
The modern millennial is used to accessing online stores and comprehensive product catalogs with close to no effort. It is for this reason that businesses that do not put in the effort and make shopping, payment and customer support convenient are missing out on sales.
Millennials are big on social media, find a way to interact with them on the website or the social media platform. As a business, set up social media channels and ensure you are posting on a regular basis. Posting regularly keeps customers engaged, up to date and ready to communicate. Retailers should be in a position to provide streamlined and user-friendly systems for them to convert and retain the millennial customer.
The concept behind Call To Action is simple but coming up with a unique Call To Action is both a science and an art. Note that personalized call to action has a higher conversion rate compared to a generic Call To Action. To come up with a CTA with a high conversion rate it has to be direct. Make it simple, short but strong. It should not leave the potential customer guessing what they should do.
Millennials are used to having a call to action. Actually, they expect it. It can be frustrating for millennials if the CTA is not clear and direct. Ensure you have included a phone number or an email address that they can use to contact you. Consider adding a subject, it makes it more effective and makes it more personal. By projecting feelings onto the customers, there is a higher likelihood of getting them to take action. Remember to make an emotional connection with the customer.
Millennials are driving a shift in the way that different businesses and brands approach customer service. As a business, you must ask if your customer service is millennial ready. With millennials high customer service expectations, it is not enough to offer customer service through a telephone call. Actually, one of the consumer habits of millennials is that they do not want to pick up the phone and call they would rather text. You need to be everywhere, which means you should offer customer service across all channels including social media. Millennials want their responses instant; they are used to it. Therefore, as a business aim to respond to all questions and complaints within 60 minutes.
Millennials crave for personalization, strive to act human and friendlier when communicating with them. Consider adding a human touch and acting less formal on chat platforms and social media pages. Since millennials are self-reliant, as a business you should strive to implement different solutions like having a virtual agent.
The millennial consumer has high expectations for businesses, and they tend to jump ship if their expectations are not met. Contrary to what most might think millennials are obsessed with quality. It does not matter how sophisticated your product is or how successful a marketing campaign is if the products are substandard the millennials are not afraid to leave. They require quality products with great features that work. You need to offer this demographic quality products that they are not only proud to use by also recommend to others. To effectively meet the needs of your customers you have to listen to them. Millennials want to feel part of building the business. Their feedback from different channels should inspire you to offer a product that uniquely caters to their needs.
When millennials are making a purchasing decision, they consider more than traditional factors. They make decisions based on how a given brand or business will impact the quality of their life. Will it positively impact the world as a whole? So, businesses have to share more detailed information than they did before. Transparency goes beyond mandatory disclosures and advertising. If a business wants to convert and retain the loyalty of the millennial customer.
It is worth mentioning that millennials automatically distrust advertisements. Why? Because they think ads are a spin. Even though a commercial might make your product look amazing the customer is not sure if it is worth it. As a business, you should open up your business a little and show them what is happening behind the scenes. They want you to be authentic, share the good and the bad, so they have a bigger picture of what a brand stands for. Transparency increases consumer trust, fosters brand loyalty and increases product value.
