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Customers

Get to know your customer – Survey insights always add value

Understanding your customer is the key to good service. In order to do so, you must deliver what you promise. But great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.

Research about your target audience or the niche market that you serve therefore provides you with insights to assist you with your engagement and sales approach. Hence, if you are targeting the millennial and generation Z audience it is key that you view Deloitte’s Global Millennial Survey 2019. The Survey has mapped the changing life priorities of these two cohorts of young people (Gen Z: those born between 1995 and 2002; and millennials: those born between 1983 and 1994) and their perception of society and work.

Interesting statistics from the South African millennial interviews include:

Top 5 millennial ambitions

  1. See/travel the world
  2. Buy a home of their own
  3. Earn a high salary/be wealthy
  4. Make a positive impact in their community or society at large
  5. Start their own business

The report further reveals that millennials and Gen Zs, in general, will patronise and support companies that align with their values. Many say they will not hesitate to lessen or end relationships when they disagree with companies’ “business practices, values, or political leanings”.

Some simple pointers:

  • Put yourself in your customers’ shoes
  • Use data to understand your customers
  • Always ask your customers what they think

Click here to download the South African results.

Click here to download an infographic about the 2019 Deloitte Global Millennial Survey.

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