Creating the Ultimate Customer Experience: Generation X- Who Are They?

The microwave! What a fabulous invention! It’s also one of the many inventions that has helped to shape Generation X also known as “the Young and the Restless Generation” – the next generation to come under the Market Viewpoint customer retention microscope.

Gen X is made up of 46 million people – a relatively small group when you compare them to the 80 million consumers who make up the Baby Boom generation. Gen X is responsible for $125 billion annually in buying power and the word that best describes this consumer group is – skeptical. Born between 1965 and 1980, they grew up seeing everything being called into question including personal relationships (the divorce rate in the US tripled from 1960 to 1980)  and professional relationships. They had complex childhoods due to the fast-paced rise of technology. Consider inventions such as cable TV, Digital TV, VCRs, video games, fax machines, pagers, cell phones, and the PC – all became an integral part of the way we live during the formative years of Gen X. They grew up during a time when change was constant and frequent.

If you market to Generation X, know that you are dealing with a generation that is resourceful and independent. I like to think of them as the “Lone Ranger” consumer group. They are savvy at figuring things out and their independent manner of thinking makes them easy targets for the lure of the competition.

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: 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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• 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

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

Creating the Ultimate Customer Experience: Customer Service and the World War II Generation

Creating an impressive customer experience for your customers is dependent on really knowing your customers. You’ve got to know what makes them tick in order to really begin to develop a close, long-lasting relationship with them.

The World War II generation, or Traditionalists as they are sometimes called, is a consumer market that encompasses people between the ages of 64 and 109. They are still consuming and working and are a target market for many companies who see the potential of tapping into this loyal and industrious consumer group. It’s important to keep in mind that this is a proud group of consumers who helped to position America as a nation of wealth, prosperity, pride and dreams.

When developing your customer retention plans and strategies remember to correspond frequently with this group by phone or in person. Electronic forums may not be a place where they are most comfortable. Use respect in all forms of address. Many in this generation served in the military and prefer that you gain their permission before addressing them by their first names. Another customer service tip is to make sure that you properly thank the members of this generation if they have purchased something from you. A handwritten thank you note will go a long way to gain their patronage.

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

Creating the Ultimate Customer Experience: The World War II Generation – Who Are They?

I know what you’re thinking. What does being familiar with the World War II generation have to do with creating the ultimate customer experience? It has EVERYTHING to do with it! The number one rule of customer service is to know your customers. By doing so, you can deliver the products and services they want and expect in a manner that is acceptable to them. With this being said, let me take a moment to introduce you to the World War II generation. Some of you may be selling to this generation or managing them since many in this generation are still a part of the workforce.

Members of the World War II generation, or Traditionalists as they are sometimes called, were born between 1900 and 1945. This makes them anywhere from 64 to 109 years of age – and yes, there are some 109 year old citizens out there. All you have to do is watch the Today Show once in a while to hear TV personality Willard Scott wish them a Happy Birthday! If you are selling to or working with anyone from this generation, you will find that they are an industrious, hard-working, and proud generation. They can also be characterized by their loyalty to a variety of things including brands, spouses, and their country. If you capture them through your marketing efforts, you probably have a customer for life.

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