Gen Z and Millennials: Brand Loyalty, CX, and Support
Modern contact centers must connect seamlessly with today’s tech-savvy Gen Z and Millennials. Utilizing and understanding the strategy behind how Gen Z and Millennial advocates leverage technology as brand loyalists and engagement trendsetters is key to driving outcomes for all industry leaders.
This white paper presents unexpected insights from more than 2,000 Gen Z and Millennial consumers, with some key takeaways:
- Gen Z and Millennials have tremendous pent-up spending demand
- Gen Z prefers online brands with easy-to-navigate websites, easy checkout, and easy payment options
- Gen Z is most loyal to brands that match their style and supports causes they agree with
- Reviews, word of mouth, and fair return policies provide reassurance
- Gen Z and Millennials believe they will be more dependent on many technologies when the pandemic is over, including streaming video, Wi-Fi, social media, and mobile devices
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