Customer Experience for Generation Z

Generation Z is basically those people who were born in the late 90s to the early 2010s, children who were born in a completely digital world and who live very well with it, learning more easily to use devices and mastering the internet...

Of course, this generation has a very different behavior from the older ones, they live in a world with other perspectives and quite new challenges, going far beyond knowing or not knowing the Beatles band.

An example is higher education degrees, for generation X (born between 1965 and 1981) having a degree was an unbalanced differential in the market, a situation that is not quite like that nowadays.

All these cultural differences require a more differentiated approach to impact them. According to a study by the Bronx agency, the UK is home to more than 12.6 million young people belonging to Generation Z.

It is estimated that in just a few years Generation Z will become the largest group of consumers in the world, along with Millennials (born between 1981 and 1996), so it is extremely important that your company is prepared to talk to this audience, accustomed to digital life and newer cultural tastes.

The impact of the pandemic on care

Yes, the COVID-19 pandemic has greatly impacted our worldview, and the customer experience, in general, has been greatly affected, especially in terms of service, we are following an increasingly digital path and it can cause a lot of difficulties for older people.

Interestingly, the Zommers managed to adapt very well to the changes, as they lived with financial crises, political instabilities, and anti-terrorist struggles… all of this under the age of 30.

All these conditions developed a more political sense of this generation, being very concerned with the positioning of their companies in the face of society's problems. Another point was the generosity of Generation Z with care, being much more patient and understanding.

What are the expectations of the “Zommers”?

We can summarize these expectations into 3 main categories:

Autonomy in the customer journey - Yes, they are much more independent, and use the range of information available in the palm of their hands to their advantage, they research products and usually arrive at stores (when they go to them) with the certainty of what they need. They usually solve their problems on their own, without the need for detailed service.

Satisfactory service - We all like good service, which understands and responds to our pain with speed and efficiency, but a very interesting characteristic of generation Z is the empathy with the attendant, forgiving him if he makes a mistake or faux pas, being very generous

Use of digital tools - Zoomers like to solve their problems on their own, using website chatbots and other tools a lot to research their questions, being recommended for a more Tech Touch approach for this type of audience.

If you liked the content, follow Partnernero on social media, so you don't miss anything from the world of Customer Success!