According to latest survey insights, close to 32% of Gen Z customers say ‘They’ll walk away from a brand they love after just one bad experience” – A reminder that customer experience (CX) needs to be at the top of mind at all times and has never been more vital.
It can be provocative to label customers as picky or impatient, but there is proven research on what happens to customers on a neurological level when they are forced to deal with situations. Businesses should understand that the hard wiring of customer’s brains and their neurological desire for flow and ease are part of their expectations. Its either businesses adapt to this research or risk losing customer base to competition. Let’snot forget, customer experience equals expectations which in turn means business.
The industrial revolution has brought about changes in how businesses operate. Be it the first industrial revolution in the 1700s where steam was at the top of things to now, the 4th Industrial revolution with the power of Intelligence being the key aspect. What has changed throughout the years is how customers connect to a brand and react to purchases. With Gen Z coming in as a lucrative target market audience, CX has never been more vital than ever before.
Gen Z is all about innovations and intelligence, never do they fail to surprise businesses with their wants. Gone are the days when Gen X used to communicate face to face or via telephone with brands complaining about what went wrong or Millenniums (Gen Y) complaining about their hassles through emails. With all the technologies in place, Gen Z ensures they get what they aim for and are not reluctant to change their brand.
This story is from the November - December 2019 edition of Hotel Business Review.
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This story is from the November - December 2019 edition of Hotel Business Review.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
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