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: 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.

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• Market Viewpoint …helping you see your business through your customers’ eyes.
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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