{"id":967,"date":"2024-01-31T22:55:04","date_gmt":"2024-01-31T22:55:04","guid":{"rendered":"https:\/\/www.guided-selling.org\/millennials-and-gen-z-expect-self-service-guided-selling\/"},"modified":"2024-03-02T18:30:39","modified_gmt":"2024-03-02T18:30:39","slug":"millennials-gen-z-expect-self-service","status":"publish","type":"post","link":"https:\/\/www.guided-selling.org\/millennials-gen-z-expect-self-service\/","title":{"rendered":"Millennials and Gen Z Expect Self-service"},"content":{"rendered":"\n

Millennials have dominated the discussions<\/a> around generational change and consumer trends, and have been a driving force behind digital transformation efforts in virtually any industry. Retailers and brands have obsessed over Millennials to learn what matters to them and build products and services around those desires. But there is a new generation right behind them, deserving of your attention.<\/p>\n\n\n\n

Meet the Gen Z aka \u201cMillennials on Steroids\u201d: consumers born in the late 90s and early 2000s. Despite being less financially mature than older generations, they are already disrupting markets with their unique shopping preferences.<\/p>\n\n\n\n

When it comes to digital shopping, they build on the attitudes and expectations first identified among Millennials.<\/strong><\/p>\n\n\n\n

They are open to new ideas and experiments and are willing to try new services like Chatbots<\/a>, Apple\u2019s Siri, Google Assistant or Amazon\u2019s Alexa artificial intelligence platforms.<\/p>\n\n\n\n

They grew up with a strong presence of technology in their lives, hardly ever had to wait for information and hence, have a lower patience for services that involve standing in a line or being put on hold.<\/p>\n\n\n\n

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\u201cThe on-demand economy, ranging from video-on-demand services such as Netflix to dates-on-demand apps such as Tinder, is making Gen Z the most demanding, least-patient generation ever; this is the \u2018always-on, on-demand\u2019 generation\u201d \u2013 Fung Global Retail Tech<\/a><\/p>\n<\/blockquote>\n\n\n\n

For businesses that are still figuring out what works for Millennials, the emergence of the Gen Z will further widen the digital divide and amplify many of the existing hurdles in serving these customers.<\/strong><\/p>\n\n\n\n

Truth be told. If you haven\u2019t started to integrate digital technologies<\/a> in your customer experience strategy, it will be an uphill battle from here.<\/p>\n\n\n\n

Self-Service Emerges as a Key Requirement<\/h2>\n\n\n\n

According to EY\u2019s \u201cOne tough customer\u201d report<\/a>, Millennials and Gen Z are the most self-educated generation in history. What they value are brands and retailers who relate to their needs, providing them with a unique, personalized micro-experience.<\/p>\n\n\n\n

They expect information to be immediately available, want to interact with as few people as possible and prefer to be able to help themselves.<\/strong><\/p>\n\n\n\n

This aligns with findings shared in several reports and surveys<\/p>\n\n\n\n