Delivering Customer Experience to Millennials A Survival GuideHow to Use Customer Experience to Turn Millennials into Brand Advocates 

In 2016, the Millennial Generation surpassed Baby Boomers as the nation’s largest living generation, according to the U.S. Census Bureau. Millennials, those ages 18 to 34 in 2015, are one of the most valuable target markets due to their strong purchasing power and influence over the purchases made by other generations. Successful brands gain a unique advantage over competitors by using customer experience to tap into Millennials’ loyalty, influential advocacy, and purchasing power. 

This research looks at how modern customer service and customer experience professionals make use of Millennial brand advocates for customer acquisition, building online, peer-to-peer recommendations, sharing strong brand preferences and driving revenue through word-of-mouth interactions. This report provides a guide to customer-oriented brands seeking to engage Millennials via customer experience and customer service.

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