CX TALK: How NotOnTheHighStreet and JD Williams Engage Millennial Customers

Posted: 10/13/2016

This panel from the Customer Experience Exchange for Retail features Ben Carter, Global Marketing Director at NotOnTheHighStreet, and Claire Hill, Director Customer Services at JD Williams. They discuss the Millennial customer and the importance of tailoring services for Generation Y.

Claire said that Millennials don't want to be bluffed by corporate clichés and even if they may use emoticons in messages they want to feel they're taken seriously. So you must reflect their language and they're very forgiving.

Ben added that brands with a purpose really matter to Millennials, which aligns well with the service they're providing and the unique products and companies that are represented on the ecommerce-only platform. He also said that social is vital, not just for customer service but also to drive sales.

In addition, the panel touched upon the topic of content, which Millennials are bombarded with. It is incredibly important but shouldn't be too slick or cliché. Having an in-house content team to really capture stories can make a real difference; it's all about engagement.

Watch the full panel below.