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Top : Generational Issues and Customer Service: Are you a fan of generational differences as a means of understanding various customers? If so you'll find information here
Articles:
Lenovo: Case Study of a Gen X Customer Service Disaster - by Matthew FerraraConsider this a case study in Gen X consumer habits. First, I ordered only the best, latest, coolest brand - and no cheap. Second, I wanted it instantly, but settled for a two-week delivery date. Third, well, there is no third, because after five weeks, I have nothing other than disappointment. And an email from Lenovo today telling me they are not going to cancel my order. (Added: 28-Dec-2010 Hits: 450 )
The Myth of Generational Differences in the Workplace | Canadian Management Centre - by Center For Creative Leadership
A MUST read, since the findings are stable and clear and have been replicated many times by others."Despite all we've heard recently about the differences between the four generations in the workplace, a new book flies in the face of the conventional wisdom on the subject. Jennifer Deal's research shows that regardless of age, we all want the same things: respect, trustworthy leaders, and opportunities to grow. (And nobody likes change.)...""The conventional wisdom about generational differences in the workplace is mostly wrong, according to a new book by Jennifer J. Deal, a research scientist with the Center for Creative Leadership (Added: 30-Aug-2011 Hits: 252 )
Generation X Facts The Hospitality Industry Should Know - by RENIE CAVALLARI
As you have no doubt realized by now, travel is changing drastically and so have the travelers. The hospitality and travel industry must take into account Generation X Facts while planning their promotional offers! This is not just because of the state of the economy, it appears the profile of the traveler is being reshaped, mostly because the tourism baton is being passed from one generation to the next. Generation X and Y, also known as the Millennials, are making significant contributions to travel and changing the hospitality industry as we know it! Even when it comes to road trip vacaction planning, the fact is 35percent of the Baby Boomer Generation let the Xers and Ys plan the family vacation. Oh yes, the Boomers pay for it, and the Millennials do all the research and make all the plans. If you don't focus on these significant changes you may miss opportunities and find yourself on the archaic shelf, waiting for someone to give you another read. Of course we could provide the top ten list of things you should be aware of, and then again this is an article and not a travel log. So, we'll give you highlights, which should get you thinking better, smarter faster! (Added: 28-Dec-2010 Hits: 316 )
Study shows generational differences in mobile device usage | MacTech - by na
It may be worth looking at your customer service strategy in light of the findings described in this article."Affinity's American Magazine Study (http://www.affinityresearch.net/) reports that there are distinct generational skews in the profiles of eReader, tablet computer and smartphone owners. ""For established technology products like computers, U.S. penetration is high and usage is considered mainstream. For example, 84% of American adults currently own at least one computer according to AMS. ""As a result, there's very little difference in the ownership patterns of computers by generation. But when it comes to the growing number of mobile devices in the marketplace, there are new owner profiles emerging that suggest that one generation of Americans may be better prospects for a particular device than others. (Added: 30-Aug-2011 Hits: 133 )
The Changing Face Of Consumption: Generation X | Brand Or Bland ? | - by na
In a recent video interview with Tamara Erickson, BNet talked about Generation X and how they are changing the workplace, with shifting attitudes towards performance, authority, diversity and the importance of work/life balance. It got me to thinking - as Generation X increases their economic buying power and slowly but surely rise to the top of the food chain, how should we approach them ? In spite of all the talk about Generation Y now being the end-all-and-be-all for consumer brands, unless you are in the sneaker business, Generation X still packs more consumer power - and will continue to do so for some time to come.""The key lies in understanding five key statements that typify - to a certain degree - how GenX'ers think, and how they approach life. (Added: 28-Dec-2010 Hits: 180 )
Gen X-ers Want More Collaboration With Corporations CIO.com - by Paul Greenberg
Gen X, those born between 1961 and 1982, are just beginning to enter business leadership en masse. In the United States, there are approximately 132 million combined Gen X-ers and Gen Y-ers--a.k.a. echo boomers--as opposed to nearly 79 million baby boomers. The youngest echo boomer is 16 years old--of age to be a consumer with money to spend. The oldest Gen X-er is 43 years old--and poised to take those leadership positions coming available as baby boomers step down. (Added: 28-Dec-2010 Hits: 311 )
Understanding Generation X ... Boom or bust introduction. - by na
Coming on the heels of the well-known Baby Boomers (those born between 1946-1964), Generation X represents over 50 million people born between 1965 and 1978 (7). Some demographers contend this period should be expanded to include 1961-1981 in order to encompass those with similar life experiences (22). When using this classification system, we realize that X'ers outnumber the Baby Boomers, and have done so since 1980 (17).""Generation X, borrowing the name from the title of the 1991 Douglas Coupland novel (2), has been witness to, a participant in, and the result of, much change within American society. X'ers grew up during the era of the pill and legalized abortion, liberalized divorce, and the influx of women into the labor force. Further, they came of age during a period of increasing diversity and the blurring of gender roles (4). (Added: 28-Dec-2010 Hits: 316 )
How to market to Generation X buyers - by na
Gen Xers, born between 1965 to 1976, are growing in market influence as they age into the period where they are buying homes and starting families.""If you sell products that are appealing to the X Generation, you need to target your marketing to speak to them and their issues. (Added: 28-Dec-2010 Hits: 475 )
Generations, customer behaviour and service design - by Steven Hampshire
We are formed by our experiences, particularly in childhood, and shared experiences are likely to mould us in similar directions. That, in a nutshell, is generational theory. I'm going to discuss the evidence, some from our (The Leadership Factor) research, about the impact that generational differences have on the behaviour, values and motivations of your customers and staff. I'll end with some thoughts about what generational theory has to tell us about the future of management, customer service, and marketing. But first, I want to put Marc Bloch's idea to the test. (Added: 30-Aug-2011 Hits: 258 )
Customer Profiling: Generation X, Y, or Z? - by Bill Dugan
The past 75 years of American history have been a period of great and incredibly quick change. From World War II to the birth of the Internet, each generation that has come up during this time has seen radically different pictures of life in America, even within their own lifetime. As a business owner, understanding how these different life experiences have altered the buying minds of your target customers will put you a step ahead of your competition. Here is a short summary of the characteristics of each generation of consumers, and what you need to think about when marketing to them: (Added: 28-Dec-2010 Hits: 271 )
Top Tips for Generation X online customer experience | TomorrowToday - by DEAN VAN LEEUWEN
I've been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I'm going to be sharing some of my thoughts and ideas on how to strengthen the online connection you have with each generation""Here are my headline top tips for delivering online customer experience for Generation X: (Added: 28-Dec-2010 Hits: 327 )
Hospitality Service: Gen X Travel Trends - by Will Maguire
When it comes to Generation x, the primary concern for us, as hospitality professionals, are the travel characteristics of Generation X. Where are they going, when are they going there, are they going to come to my hotel? Well, they are going everywhere, they are going there now, and yes, they are coming to your hotel. Industry statistics say that in 2005 lodging demand grew 7% among Generation X and only 6% among the Baby Boomers. The Baby Boomers have long been the most dominant customer for hotels, but that trend is clearly changing. Gen X has a larger growth in lodging demand while the Baby Boomers are slowing down. (Added: 28-Dec-2010 Hits: 334 )
Small Businesses Cater to Gray - by Diana Ransom
TO SCOTT NEAL, who recently lost his job at a Tampa, Fla., home builder because of the sagging real-estate market, a generation of about 77 million aging Americans sounds an awful lot like opportunity knocking. ""Whether it is somebody moving across town to live in a managed retirement community, migrating to Florida from a colder state or just plain staying put, he says, "the vast majority of 62-year-olds won't want to run down to Home Depot, pick up a gallon of paint and hop on a ladder." That's why Neal and his business partner are confident about their decision to buy a CertaPro Painters franchise. Being in the business of home improvement and specifically catering to an older demographic, he predicts, "will be the brighter side of housing as we start to come out of this very down market." ""Targeting the older customer has long been a focal point among big business, which regularly features older celebrities in advertisements (Added: 28-Dec-2010 Hits: 285 )
Gen X Expect Upscale Hotel Service: Generation X Business Travelers Want More from Their Hotels - by Dan Florio
Todays Business travelers are more often from Generation X as Baby Boomers pass on the torch and retire. Hotels take note - Xers expect high end service and amenities.""The newer Generation of X (and to an extent, Gen Y) sets a higher bar for business travel, according to Carlson Hotels Worldwide. The Radisson Hotel chain recently noted that their younger-than-Boomer guests both expect and even demand the luxuries of home in exchange for their hard earned travel dollar.""""Read more at Suite101: Gen X Expect Upscale Hotel Service: Generation X Business Travelers Want More from Their Hotels (Added: 28-Dec-2010 Hits: 371 )
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