#genz job search tips

[mentorshelly]

Why Generation Z Finds Thank You Letters After Interviews Overwhelming in the Job Search Process?

Article Discussed As the job market becomes increasingly competitive, it’s essential to understand the perspectives and preferences of different generations. Generation Z, born between the mid-1990s and early 2010s, brings a unique set of attitudes and beliefs when it comes to professional interactions, including the customary practice of sending thank you letters after interviews. In this…

[employvision]

Best Talent Search Service in USA

Millennials and GenZs are the new generation of workers who want to work for a company that is forward-thinking in terms of technology. This generation has been raised on the internet and they expect all their interactions with companies to happen online, as well.

This generation is also known for being highly mobile and they tend to work in different locations every day. They are also more likely to have a high level of flexibility and be willing to work remotely.

There are many ways in which talent search agencies in USA can attract Millennials or GenZs, but one that is most popular among them is through the use of social media channels like Instagram, Snapchat, Twitter, Facebook etc.

Let’s take a look at some top requirements to consider while recruiting millennials and Gen Zs.

Work-Life Balance is Key

Millennials and GenZs are the generations that are driving the workforce of today. They want work-life balance, which has been a driving force in attracting them to certain companies. However, it is not always easy for companies to provide this balance.

A lot of millennials and GenZs have found jobs in the tech sector that offer flexible schedules, telecommuting options, and remote work.

Some companies are offering these opportunities to attract new talent while others are more focused on finding ways to make their current employees happier with their work-life balance.

Clear Career Growth

Millennials and GenZs have a lot of expectations when it comes to career growth. They don't want to just get a job and be stuck in one position for the rest of their lives.

The key is to provide clear career growth opportunities and show them the path that will take them to their next step. It is important that companies focus on showing how they can grow with the company, not just how they can be promoted from one level to another.

Clear Career Growth is Key to Recruit Millennials and GenZs

Strong Company Culture

Millennials and GenZs are not only the future of work, but also the future of business. Companies that are able to attract these generations will be able to see their revenue grow exponentially.

Millennials are more likely to work for companies with a strong company culture, as they value work-life balance and a positive workplace environment. A strong company culture can help Millennials stay loyal to the company, even after they have reached their peak earning potential.

A strong company culture is one that is focused on employee experience and satisfaction. This includes providing employees with opportunities for professional growth and development, as well as giving them autonomy in their work.

At Employvision, a leading IT recruitment agency, we have been in the business of recruiting top IT talent for over 15 years, and we know that connecting to and recruiting from the new generation of workers means understanding their unique wants and empowering them to realize their goals.

Learn more @ https://employvision.com/top-tips-to-recruit-millennials-and-genzs/

[martechadvisor-blog]

How Customer Support Can Adapt to Keep Up with Customer Expectation

As customer expectations evolve and support technology advances, businesses are adapting to the shift. Customer support and service experiences are becoming the differentiating factors when people choose what software to buy and which companies to give business to, writes, Steven Schuler, Product Marketing Manager, Intercom

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment, and personal items was stolen from a London pub.

The first sign that the thieves were on the move came when Tristan, CEO of a startup accelerator, was contacted by his bank, Monzo, through their app. Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! To reverse the charges Tristan contacted Monzo through their Intercom Messenger to tell them what happened. George, a Monzo support rep, replied in a few minutes and credited the funds back into his account instantly – all while Tristan was racing across town to track down the thieves.

Using the purchase location information from the Mozo app, Tristan was able to find the thieves, spot them with his bag and confront them on a London street corner. The robbers quickly dropped Tristan's gadgets and took off.  Not only did he get a refund from Monzo, he got his stuff back too, all in less than 35 minutes.

Unfortunately, Tristan still had to handle charges on cards from two other banks. Anyone who's lost their wallet while traveling knows the process to get fraudulent charges refunded can be painful. “You see the character of a company when things go wrong,” Tristan recalls. “The difference between the customer experience with Monzo and the traditional card issuers was night and day.” It was easier to get his stuff back from the thieves than to get their charges refunded from his legacy credit cards.

Personal, instant, conversations might be new for a bank, but it’s representative of a change in the way Internet businesses are providing customer support.

Customer Support isn’t a cost center

Many companies look at customer support as something of a necessary evil: they know they have to offer it, but it costs them money. As a result, they try to offer as little a possible – putting their needs before those of paying customers.

In a recent survey of customer support leaders, Aircall, an internet phone system specifically built for online call centers, found that controlling costs was the #1 obstacle for these executives.  Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. A 2017 Fortune article, “Those Annoying Chatbots Can Save Business Billions,” highlighted research findings that chatbots could help customer service teams save more than $8B by the year 2022. Yes, that’s a lot of money, but what happens to all of the customers that these businesses “annoy” along the way? If these customers churn, or choose not to spend as much in the future, won’t that impact the bottom line as well?

A new breed of innovative businesses, like Monzo, is going the other way. They’re utilizing new technologies to offer a customer support experience that people love, and that drives loyalty and engagement. It mirrors our approach here at Intercom. We’ve even found that offering new customers real-time support can improve NPS scores by up to 15% and drive incremental growth in new business revenue.  

Forward-thinking companies are starting to make service a part of their product, with messaging at the core. They use service as a differentiator and focus as much on the post-purchase experience as the purchase decision to increase customer loyalty and retention – just like luxury hotels and car manufacturers have done for decades.

There are four trends driving this shift:

Consumer expectations are changing with a greater emphasis on service

Messaging is the dominant app on mobile, driving consumer interest in this channel

Search and self-service is how people expect to find things

Advances in automation are creating new efficiencies that can scale customer support teams

  Consumer Expectations

Thanks to the Internet, on-demand shopping experiences have nearly put an end to seemingly endless big-box stores and the sprawling real-estate they need to support customers. Online retailer Enjoy has gone a step further, eliminating the brick and mortar store altogether in favor of a model that puts an emphasis on proactive support.

Enjoy’s blue-vested experts not only hand-deliver speakers from Sonos and digital watches from Tag Heuer, but also teach the customer how to use the products, spending up to an hour to provide an in the home tutorial. Instead of waiting for customers to ask for help, Enjoy preempts that with at home support.

With customer support experiences like this available, consumers are coming to expect more proactive support. In fact, research firm Northridge Group found that 54% of consumer will try a new brand for a better service experience.

Will Hughes, customer success manager at Xplenty, a data integration platform, sees the impact of proactive support daily. "When you tie two things together using a third party product, inevitably something breaks,” says Hughes. “You have to work with a company you can rely on.”

When Xplenty recognizes that a customer is having a problem – for example, when a certain job has failed three times in a row – the customer gets an automated message through Intercom.

“This allows us to be very proactive with customers,” says Hughes. “They get a tip on how to fix the issue and the option to start a chat.” With Intercom embedded in Xplenty, customers don’t have to move away from the system to have the conversation. Problems are resolved faster, which drives greater customer satisfaction and loyalty.

Messaging

People love messaging – the top four messaging apps have more monthly active users than the top four social networking apps – but traditional businesses have not followed suit. Aircall’s survey found that phone and email were still the dominant support channels offered by businesses and the only two channels with greater than 75% adoption.

Internet businesses, however, are starting to internalize the consumer landscape and update their support experiences: Most customer support organizations see delivering consistent experiences across channels as a priority for 2018, and plan to add at least on other channels this year – with messaging via chat, social and text topping the list.

Brian Gordon, Director of Customer Support at Zenoti, sees messaging as the key to his team’s work. Zenoti creates software for the wellness industry (spas, salons, yoga studios and fitness centers), which is notably service oriented. Zenoti’s founders are software engineers who started a health club business. When they saw there wasn’t a good software platform to manage their clubs, they built one themselves and focused on friction-free guest experiences. “When our customers are serving their customer, we need to be easily reachable if something goes wrong,” says Gordon. “Their guest is suffering if our app doesn’t work.”

Zenoti further applies this friction-free mindset by offering real-time support through chat to customers when they first switch from another software platform. The company puts such a premium on messaging that its staff has a significant component of their pay tied to their scores from conversation ratings.

In practice, this trend is the realization that business are now chatting with customers the same way they do with friends – even in traditional industries. Case in point, the way George from Monzo put a recently burglarized Tristan Watson at ease:

Self Service

“Googling it” has trained an entire generation to help themselves online. EY’s ‘One Tough Customer’ report on GenZ shopping habits found that, “Gen Z is the most self-educated generation in history. They are well equipped with plentiful self-service tools to research and identify product details and service offers that best suit their needs.”  

Many studies back up these findings: one professor’s study of 3,000 consumers found that 70% expect a company website to include a self-service application and that 40% prefer self-service to human contact.

While chat is especially helpful for new customers, Zenoti moved their knowledge base to Intercom to take advantage of the machine learning available in Intercom Articles. Articles recommend what content to write next based on customer searches.

Self-service solutions like this mean more customers can help themselves. In turn, this frees up support teammates to help even more new customers, who typically ask questions around getting value from the product.

Automation

In the new book Human + Machine, Accenture technology leaders Paul Daugherty and Jim Wilson posit that the businesses that harness AI are those that will flourish in the years to come – transforming everyday customer service in the process.

These changes can already be seen at companies like Dutch airline KLM. Using AI to suggest responses to customer questions, KLM was able to double the number of text-based customer inquiries it handles each week while increasing the number of agents by only 6%. By letting AI handle simple questions, the human agents were able to create more time for specialized, revenue-driving tasks like helping customers book flights.

Beyond chatbots, automation is also aiding support teammates by analyzing big data sets to determine what help docs to write next or which messages to send to new customers. ProsperWorks, a CRM that sees deepening personal relationships as one of its core values, is using the latter to proactively support its latest signups. To live up to its mission, the company takes a proactive approach to customer support. If we didn’t use automation, we would have to manually set up each account and create a unique plan – automation allows us to scale,” says Justin Oberbauer, VP of Customer Success. This personal approach to customer support has also improved 30-60-90 day retention rates while increasing account net expansion, which benefits ProsperWorks bottom line.

Putting customer experience first

As customer expectations evolve and support technology advances, businesses are adapting to the times. Customer support and service experiences are becoming the differentiating factors when people choose what software to buy and which companies to give business to.

Tristan Watson, the Londoner with the pilfered bag of electronics, eventually spotted his thieves on the street, dramatically confronted them, and got his things back. Getting a refund for some of the charges on his accounts actually proved more difficult. Thinking back on his experience Tristan recalls what he loved about Monzo’s support: every interaction reinforced the customer-first mission of the company. “Monzo’s advantage isn’t an orange card and a fancy app,” he says. “It’s that they put the customer experience at the very heart of what they do.”

This article was first appeared on MarTech Advisor