Creating the Ultimate Customer Experience: Generational Motivation

Have you ever wondered what it takes to get and keep a staff motivated? We are hearing from more and more clients that it is becoming a challenge to keep individuals interested in their jobs and motivated to achieve high levels of performance. Your customers know which employees are motivated and which aren’t, so from a customer satisfaction perspective, it pays to focus on this issue.

Many of Market Viewpoint’s clients ask me how to keep their staff, especially their superstars, engaged and excited about their work. Most managers, if they truly see themselves as coaches, will take responsibility for motivating their staff. But this can be a difficult task. What works for one individual doesn’t seem to work for another. When I am asked why this happens, my question back to the manager is, “Have you ever really considered who you are trying to motivate?” Employees come from different generational groups – all inspired to achieve by different things. Is it possible that you are taking a “one size fits all” approach to motivation?

Consider these steps. Segment your staff into generational groups (Traditionalists, Baby Boomer, Generation X, or Millennial). Know that the motivational hot buttons are different for each group, so be prepared to be flexible with your approach.

The Millennials on your staff are motivated by tangible and intangible rewards that represent immediate satisfaction. Think gift cards and free meals.

Generation X values rewards that give them freedom. Think relaxed dress codes and flexible leave policies.

Baby Boomers, on the other hand, are motivated by financial rewards and job recognition. Think bonuses and corner office space for this group. While the Traditionalists, or World War II generation are motivated by things such as abbreviated work weeks and alternative work schedules.

All of the generations are motivated by recognition. That pat on the back that lets someone know they are doing a good job is important for all.

Meet with your employees on an individual basis to understand what they value and where they are at this phase of their lives. Use your mystery shops to determine the things people are really good at and explore these areas in depth.

To find out more about how Market Viewpoint can help you motivate your employees, contact us today. A motivated staff is just a phone call away!

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Creating the Ultimate Customer Experience: The Millennial Generation – Who Are They?

We are wrapping up our series on understanding the generations and how to customize your customer service to each of the four groups who are making purchases in our society. This is the fourth and final group and let me say that it’s our pleasure to introduce you to the Millennials…also known as The Echo Boom, Generation Y, Generation Next, and the Baby Busters. Almost as large a group as the Baby Boomers, the Millennial Generation is 76 million in size. The generation includes individuals born between 1981 through 1999. This makes them anywhere from 10 to 28 years of age. Marketers see the potential in this generation and have already begun to develop focus groups that are aimed at the younger segment of this generation in the hopes of figuring out what makes them tick. They are strong influencers when it comes to purchase decisions in the family.

The Millennial Generation is the group that we researchers know the least about. It is simply too early to tell what they will accomplish but they are being touted as the “Next Great Generation” by Howe and Strauss who are famous researchers on the topic of the Millennial Generation.

This generation has been influenced by the likes of Prince William, Chelsea Clinton, Ricky Martin, The Williams Sisters, and the Teletubbies.

This is a unique group and much is expected of them since they can learn so much from all the generations that have come before them. The core values of this group include optimism, civic duty, confidence, achievement, sociability, morality, street smarts, and diversity. Quite an impressive list.

If Millennials are a part of your target market or you employ Millennials, you have an interesting challenge ahead of you. This group has much to offer and they are in a hurry to make their mark.

Knowing what core values drive the actions of your customers and the things that motivate 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