Customer experience expectations of Millennials and Generation Z

Millennials and Generation Z are will soon become the two largest consumer groups by 2030. They are socially connected and are much more likely than other generations to rate their products or services online. Therefore, brands hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.

What are Generation Z and Millennials?

Millennials: are those born between 1981–1997. This means that in 2022, Millennials will be in the 25-41 range. Millennials are the first generation to grow up with technology connect and constant access to information.

Generation Z (also known as Zoomers): are those born between 1997 and 2015. This puts the age group for Gen Z’ers in the range of 7-25 years old in 2022. They value experience over product and share their own otherworldly lives.

Millennials and Zoomers are different in many ways, but both age groups are more tech-savvy than their parents.

Generation Z vs. Millennials: What are the main differences in expectation for the customer service experience?

The customer experience perceptions of Millennials vs. Gen Z

At the beginning of COVID-19, unexpected experiences such as delayed packed profoundly impacted Millennials and Zoomers, who have developed slightly divergent views on negative service interactions. The pandemic has altered younger customers’ Customer experience (CX) expectations. Clearly, the pandemic has had a more profound impact on the younger generations in regards to customer service. While many Millennials and Zoomers have developed more patience (which could be a blessing for busy support agents), they’ve also come to expect more from businesses, setting a higher bar for customer service teams. Meeting those expectations will be critical for companies hoping to inspire more brand loyalty in younger customers.

Millennials are more sensitive to negative experiences than Zoomers

Negative reviews spread much faster than positive ones. But different age groups have different levels of tolerance for bad support experiences. Zoomers have a higher tolerance for bad CX than millennials. This can be explained by their comparative lack of wealth. Gen Z includes teenagers and young adults, many of whom are likely making purchasing decisions based on cost rather than CX. While Millennials grow older and more economically secure, they can afford to be as pickier.

Customer service expectation of Generation Z vs. Millennials


Expect fast and accessible customer service: In order to meet the Millennial expectation, companies are required to give a dynamic mix of 24 hours, around the clock availability in a variety of ways, including Facebook Messenger, digital chat agents, mobile chat, and also empowering their rea live agents the skills authority and the technologies required to resolve issues quickly and efficiently.

Multi-Channel customer service: They demand a seamless and integrated experience that is available to them on all channels. Brands should use customer service cloud-based technology through integration products.

Digital self-service: Millennials are self-reliant and prefer to solve customer service issues themselves, using available technology.

Millennials demand personalization: Different from other generations, Millennials are more likely to share sensitive data with you in order to receive a much more personalized experience and also to keep them engaged in your product or service.

Generation Z

New retail experiences: They expect to use the latest technology, mixed-reality initiatives, and virtual experiences in physical spaces to heighten the senses and individualize the experience.

Generation Z is leading the adoption of digital channels: The pandemic pushed shopping online, where Millennials and Zoomers feel right at home. As a result, younger shoppers are being exposed to more digital customer support channels than their older counterparts.

Consumer controlled: GenZ wants technology to enable them to express themselves as individuals and connect with brands and peers through shared values.





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