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New Kids on the Block

The new kids on the block aren’t the Millennials anymore: it’s the Zoomers. Born after 1996, many of this generation’s members are in their early-to-mid-twenties now, and are expected to constitute 27-percent of the workforce within the next couple of years. As Gen-Z continues to join the modern workplace, business…
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How Does Age Affect What Customers Value?

Age plays a large factor in influencing customer expectations for a great experience. The level of employee helpfulness, friendliness, empathy, knowledgeability, as well as the ease of shipping/delivery and returns all matter to each age group, but there are certainly stark differences on how much each of these matters to…
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Personalized Care

It’s that time of year again: Shep Hyken has released his annual Achieving Customer Amazement report, which means we’ll analyze his findings and explain what they mean for your business’s customer experience in the coming weeks. For today, however, let’s start with a key takeaway about how important personalized customer…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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