Creating the Ultimate Customer Experience: Customer Service and the Baby Boom Generation

In our last post, we introduced the Baby Boom generation. This large group of consumers (80 million) is a crucial target market for most companies doing business today. Creating the ultimate customer experience for this optimistic yet competitive group can be challenging but worth the effort to win their loyalty.

Take into consideration that this generation is very concerned about “rights” including those of the consumer. When designing your return policy or establishing your customer service department be sure to include ways to communicate to your customers that everyone’s rights and best interests are being taken into consideration in the problem resolution process. This generation wrote the book on protesting. The Vietnam War was an important event that shaped their values and ideals. Be ready to listen to this group because they are going to demand it.

Boomers also like to question the status quo. They are an important part of helping to improve the processes in our organizations because they challenge us to look at why we do things the way we do then seek out ways to improve. They were influenced by leaders like Robert F. Kennedy, who said, “There are those who look at things the way they are, and ask why… I dream of things that never were, and ask why not?”

Respect, honor, fairness, value, and meaning should be infused into your customer retention efforts for this generation. This generation had something to say and they are counting on you to listen.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

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Creating the Ultimate Customer Experience: The Baby Boomers – Who Are They?

To help our readers fine tune their customer retention strategies, we are dedicating this month’s posts to gaining a better understanding of the four generations that make up today’s marketplace. This week, we take a look at the Baby Boom generation, also known as the “Me Generation”. This is a consumer group born between 1946 and 1964. They are anywhere from 45 to 63 years of age and are a generation that is all about “rights” – mine, yours, women’s rights, civil rights, reproductive rights, and the rights of Mother Earth. It’s no wonder that Baby Boomer Al Gore is as concerned about our planet as he is. The single biggest influence on this group was the television, but bell bottoms, mood rings, Apollo rockets, and the peace sign also rocked this generation.

Key words used to describe this generation are competitive and optimistic. They are an optimistic generation because they know that achieving the seemingly impossible can happen. This generation accepted and achieved the challenge to put a man on the moon. They are a competitive generation because there are so darn many of them – 80 million who wield $1.6 trillion dollars of buying power.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko