How to Ace Social Customer Service for Millennial Customers

By: Sofie De Beule

March 24, 2015

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.