{"id":9994,"date":"2020-06-02T14:29:00","date_gmt":"2020-06-02T13:29:00","guid":{"rendered":"\/gb\/en\/blog\/?p=9994"},"modified":"2020-06-26T16:38:55","modified_gmt":"2020-06-26T15:38:55","slug":"gen-z-expectations-important-c-sat-strategy","status":"publish","type":"post","link":"\/gb\/en\/blog\/gen-z-expectations-important-c-sat-strategy\/","title":{"rendered":"Why Gen Z Customer Expectations are Important for Your C-Sat Strategy"},"content":{"rendered":"

According to a <\/span>study by Walker<\/span><\/a>, this is the year that customer experience<\/a> will take the place over price and product as the brand differentiator. This is a monumental shift for organisations and while many have made large strides in improving their customer service and delivering on the promise of experience, the <\/span>majority of brands are still struggling<\/span><\/a>.<\/span><\/p>\n

If companies want to make strides in their attempt to deliver great experiences, they need to begin by ensuring they are delivering excellent customer service. One of the biggest consumers of this service will be Generation Z.<\/span><\/p>\n

Members of Generation Z (those who were born between 1996-2010), who as of last year <\/span>made up approximately one-third of the global population<\/span><\/a>, have very real customer service expectations that, if not met, could have a big impact on your business.\u00a0<\/span><\/p>\n

The buying power of this segment is reason enough to understand why brands should heavily consider the expectations of Gen Z when developing their customer service strategy. As if that wasn\u2019t enough, there are more reasons for consideration.\u00a0<\/span><\/p>\n\t

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\r\n\t\t\tcloud contact centre<\/a> technology<\/span>\r\n\t\t\t

Improve customer and employee experience together<\/h3>\r\n\t\t\t

RingCentral's cloud contact centre can help you improve first contact resolution and make your customers happier.<\/p>\r\n\t\t\tFind out how<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n

Make Your Brand More Human<\/h2>\n

Over the last number of weeks, I have seen LinkedIn posts that declare \u201cthe most human brand wins!\u201d While I believe this is true, it has been fascinating to see many of the comments on these posts are from the Z generation who are relatively new to the workforce.<\/span><\/p>\n

Why does this resonate? Because according to research, and despite Gen Z being digitally savvy, they do prefer a human connection as evidenced <\/span>by a study conducted by Ooma, Inc. <\/span><\/a>According to the study:\u00a0<\/span><\/p>\n