How millennials are shaping the new rules of engagemment

WWW.MAXIMIZER.COM © 2016 Maximizer Software Inc.

What You Should Know to Optimize Your Customer Experience

How Millennials are

Shaping the New Rules of Customer

Engagement |


Housekeeping

• Type questions in G2W

• Special draw revealed at end of presentation

• This presentation is being recorded.


Nicole Steele Marketing Manager

MAXIMIZER CRM

Presenters

WWW.MAXIMIZER.COM © 2016 Maximizer Software Inc. WWW.MAXIMIZER.COM

Agenda

• Who are the Millennials

• Digital First

• New Rules of Engagement

• What Role CRM Plays in Creating Relationships

• Getting to Know Your Customers

• Connecting with Millennials


Millennials Born between 1980 and 2000

• Worldwide, the largest generation yet – 2.3 billion strong

•80 million in the US today, and still growing

• By 2020 Millennials will account for 50% of workforce

(US Census Bureau)

• Digital Natives

• First generation with direct access to information

• Most educated generation

• Social and connected

• Interested in their well-being and maintaining good health

• Most ethnically diverse generation

• Delaying marriage, home, and family

• Encumbered with debt

• Lived through several rough economic periods

What’s different about Millennials?

• Believers in “sharing economy”

• Putting off or skipping major

purchases

• Low price and convenience are

important

Shopping Habits


Agenda


• Digital First






Millennials spend on average

17.8 hours a day with

different types of media;

71% of them engage

in social media daily.

Digital First

“

”


Digital First

Share of Mobile App Time Spent

comScore Media Metrix MP and Mobile Metrix, US, Total Audience, June 2015

Social Networking

Radio

Games

Multimedia

Instant Messengers

Music

Retail

News/Information

All Others


Average Monthly Time Spent per Mobile App User on Social & Entertainment Categories

comScore Mobile Metrix, US, Age 18+, June 2015

Digital First

Social

Entertainment


Agenda


• Digital First






New Rules of Engagement


Millennials are unforgiving when it comes

to poor service: nearly one quarter of

them would boycott a company after one

bad experience. Across generations, 82%

of people would stop using a company

after the third bad experience.

New Rules of Engagement

“

”


Agenda


• Digital First

• Rules of Engagement

• How CRM Plays a Role in Creating Relationships




How CRM Plays a Role in

Creating Relationships

It costs about 5 X more to acquire a new customer than it does to generate new business from an existing customer











Agenda


• Digital First






Automatically

build rich and

insightful

profiles on

your customer

Getting to Know Your Customers


Agenda


• Digital First






• Social media

• Text Messaging

• Blogging

• Social media

Connecting with Millennials


Connecting with Millennials

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