Millennials are defined as the generation of young adults that are today between the ages of 18 and 29. With a population of over 80 million, they represent the second largest generation in the US today, just behind baby boomers in terms of absolute numbers.
Millennials are the first generation in history that is always "wired" and have never known a time in their life when computing and communications were not ubiquitous. As a result, technology is a defining characteristic of this generation and consequently, quick and effortless self-service is expected.
For the Millennial, one bad customer service experience often results in the loss of brand loyalty and fewer repeat purchases, which can ultimately mean a dramatic dip in revenues.
As early as 2006, the New Jersey Institute of Technology reported that the traits and characteristics of Millennials showed very distinct behaviors that were different from previous generations. And just...
