You are dealing with customers from different generations with varying expectations of your business. You see, there are Baby Boomers who didn’t grow up using digital gadgets. They use smartphones, but they value a friendly tone on the other end of the phone. When it comes to Gen X, you’ll find them sitting in the middle ground. What they expect in terms of a customer experience is both an efficient digital option and a genuine human interaction.

What feels like good service? This is a question with different answers for different generations. Every generation has its own definition. That said, a business cannot trust a CX design that follows a one-size-fits-all approach. You shouldn’t design the customer experience with one age group in mind, expecting others to stay. A prospect who is 25 won’t have the same expectations as the customer who is 50. The better a company can read these differences, the stronger its relationships become. That’s where a customer will feel valued and stick with your brand.

This guide will focus on the CX design across different generations, from Baby Boomers to Gen Alpha.

Designing Customer Experience for Different Generations

You might already know that it was millennials who started demanding a digital experience in the first place. Businesses started introducing easy apps and fast websites to attract them. Then came individuals of Gen Z, the ones who still value a mobile-first experience. They are really quick to shift when a brand doesn’t offer them what they want in terms of good service. And Gen Alpha? These kids are growing up with voice assistants and AI chatbots. So, their expectations would also be accordingly.

Below is how to design customer experience for different generations:

1.      Baby Boomers

Those aged between 61 and 79 years old are currently the most senior customers you might come across. They appreciate clear instructions and simple processes without confusing steps. Many of them still prefer phone calls or face-to-face help instead of only digital tools. A brand that’s patient with them and takes time to solve their issues instantly becomes their darling.

These are the focal points that you should keep in mind when designing customer experience for your company. You might not be able to impress them if your services rely heavily on digital channels. What you need is a hybrid approach. In fact, more that revolves around real human interactions.

2.      Generation X

Gen X expects a customer experience that balances efficiency with choice. They are comfortable with technology but still appreciate human support. They prefer businesses that give them control over how they interact. When it comes to digital tools, they want the ones that are reliable and easy to use. They also like the “human touch”.

You’ll have to design flexible service options for them. There should be a smooth website or mobile app. There should also be helpful customer support. What makes a strong impression on them are clear instructions and quick responses. You might also have to respect their busy schedule to win their hearts.

3.      Millennials

Here are the individuals who grew up when the internet was rising. That’s why you might already be aware of their need for a seamless digital experience. Millennials’ definition of an excellent customer experience revolves around:

·         Seamless digital service

·         Fast response time

·         Easy self-service option

·         Rewarding loyalty programs

·         Authentic brand voice

Strong digital platforms are, therefore, not optional. You need to go with a mobile-first strategy because these customers also use their cellular phones to shop. Businesses should design loyalty programs that offer real value, not just gimmicks.

4.      Gen Z

The generation that needs everything to be fast. They want their favourite brands to be available to them all the time. A mobile must load in a fraction of a second for them. An online store must provide them with an excellent shopping experience. Here are their expectations regarding a customer experience:

·         Instant responses

·         Mobile-first experience

·         Social media support

·         Visual content focus

·         Personalised experience

This is why you’d see many companies designing an experience that focuses too much on instant responses and a mobile-first strategy. You’ll be able to secure long-term brand loyalty if you align your services according to what they really need.

5.      Generation Alpha

This is the generation that’s still developing its shopping behaviour. Given the current scenario, we can say that voice assistants and smart devices would have a great impact on their perception of a good customer experience. They’ll be more interested in brands that keep up with the newest tech without delays.

That said, it’s really challenging for businesses to design a customer experience that meets each age group’s needs. You’re going to have to balance speed with trust. You’re going to have to balance tech with human touch. This is where an experienced CX consultant can come to your aid. You can get in touch with experts at Enginecxdesign to achieve the milestone.

Design Customer Experience for Every Generation

What baby boomers want in terms of customer experience might not be identical to what individuals of Gen X need. What millennials value the most might not be similar to what Gen Z and Alpha require. That’s why you must seek help from a professional CX design consultant to design customer experience for every generation.