Multi-generational consumer engagement

If you are in a business serving broad consumer markets, your customers are likely to span multiple generations-Gen X, millennials, boomers, silent generation and so on. A one-size-fits-all approach to customer engagement won't work across these customer segments. Worse yet, you might miss large chunks of your market by not having a multi-generational customer engagement strategy.

It's well-known that there are significant generational differences in lifestyles, service expectations, attitudes and technology use. For instance, while many of today's toddlers use iPads, seniors often prefer basic, easy-to-use, cell phones. 92% of adults in the 18-29 age group use social versus 38% in the 65+ age group. Younger, social networking users expect faster service. To complicate matters, everyone has also gone multichannel.

How can you plan for a multi-generational consumer engagement strategy for 2013 and beyond? How do you design and deliver generation-tailored customer journeys so you can outperform your competition?

Date: 12 December 2012
Time: 12:00 - 13:00
Venue: virtual
Cost: Free

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Company name: eGain