“Gen Z is aware of Life, Aspiration, Love, and Attention”. Pratanu Mohanty from Big FM, one of the key speakers in our latest webinar “CXth Sense: Engaging India’s Gen Z” underlined how Gen Z buyers are interacting with businesses and how!
In this webinar, we had Rimjhim Ray (CMO at MyOperator and Heyo Phone), Pratanu Mohanty (Head of Revenue Maximization at Big FM), and Kaushik Banerjee (CEO of flutrr) share valuable insights.
In case you missed the event, this blog will be all about the best strategies revealed by successful CXOs for crafting CX on Digital Platforms for Gen Z. Take a look at the informative blog to kickstart your digital platform that can win Gen Z.
Engaging India’s Gen Z | CXth Sense Webinar | MyOperator
Understanding Gen Z
The generation of 2k referred to as the “Gen Z” is an advanced generation compared to the 19’s. There are several gaps when compared to the 19’s and Gen Z. This starts right from clothing, food, media, and even language. Gen Z is homogenous.
“Earlier there was no availability of the Internet, but now the Internet plays a major role in the life of Gen Z ”, Kaushik Banerjee highlighted.
How To Craft Best CX on Digital Platforms for Gen Z?
Did you know that 83% of Gen Z use instant messaging platforms on a daily basis?
These include applications like WhatsApp, Facebook, Instagram, and other dating apps like flutrr, Hinge, and OkCupid. The main reason that these platforms have won Gen Z is due to its advanced Customer Experience (CX). Have a look at the strategies to craft the best CX on platforms for Gen Z.
Agility
Being quick on your feet in customer experience means a company can react fast and well to shifts in what customers want, what’s hot in the market, and how business is done. This might involve tweaking processes, game plans, and what you’re selling to keep up with changing customer desires.
For instance, a nimble approach to customer experience could mean putting customer feedback to use right away to make products or services better or sorting out customer problems to keep them happy. Being quick on your feet is all about reacting fast to changes happening now.
“For instance, since 9.8% of India speak English so I made flutrr available in the user’s Vernacular language”, Kaushik Banerjee said.
Adaptability
Adaptability in CX stands for an organization’s ability to change its operations, systems, and approaches to succeed in shifting conditions. This covers responding to immediate changes, getting ready for future shifts in the market, and knowing what customers expect.
For CX, adaptability might mean always updating customer engagement plans using new tech to improve interactions and keeping up with new customer trends. Adaptability takes a wider and more proactive approach to adjusting to changing circumstances in the CX world.
“By understanding the paying capacity of the people of Bharat, I ensured that Flutrr has customizable boosting options for profiles, clearly demonstrating the results based on the pack they choose which starts from INR 30”, Kaushik Banerjee highlighted the adaptability.
CX for Gen Z’s | An In-Depth Analysis
In-depth analysis in CX means taking a close look at how customers experience a company’s products or services. This helps businesses find what they’re doing well where they can do better, and what new chances or risks they might face.
To do this, companies gather information in different ways. They ask customers for feedback, send out surveys, and use tools that track customer actions. The aim is to understand the tricky spots, feelings, and reasons behind how customers act. This knowledge lets businesses come up with specific plans to make things better.
When companies take the time to analyze deeply, they can make customers happier, keep them coming back, and get them to stay loyal. In the long run, this leads to more money coming in and helps the company stay ahead of others in the market.
Understanding the Consumer Trends
Knowing what customers want in terms of their experience is key for companies to stay in the game and provide great service. Recent research shows that 86% of people will pay extra for top-notch customer care. To keep up, businesses need to make things personal – it’s what sets them apart.
New tech like AI chatbots and linking with social media are changing how companies interact with customers. By keeping an eye on these shifts, businesses can fine-tune how they treat customers and meet their changing needs.
“From feedback from a user, we made a feature called ‘Block Known Contacts’ in order to ensure the privacy of the users. This feature blocks all the users associated with the mobile number in the phonebook ” Kaushik Banerjee highlighted the understanding of Consumer Trends.
Timelessness
Timelessness in Customer Experience (CX) means a brand can create a lasting and steady experience that stays relevant and engaging as time goes by. Brands can use empathy and emotional smarts to make interactions to come up with new ideas to keep up with changing customer hopes.
A CX strategy that stands the test of time helps build trust, keeps customers coming back, and turns them into fans. This leads to business success in the long run. It needs a focus on customers, a culture that fits, and a readiness to change and make the customer experience better.
“With feedback from one more user, we introduced one more feature “Ghost Mode”, which enables the users to share or hide their location while being in flutrr. This features ensures the safety of the users”, Kaushik Banerjee highlighted the importance of Timelessness.
Relevance
To nail relevance in CX, companies need to get to know their customers inside out – what they want how they act, and what they like. Then, they can use this info to shape what they offer how they talk to customers, and how they keep them engaged.
By making relevance a top priority, companies can build strong ties with their customers and stay one step ahead of the competition.
“As we grow more digital, we should make sure to offer convenient communication channels that are super useful for the users, to attract Gen Z “, Rimjhim Ray highlighted.
Practical Implementation: Success Stories
Below are some of the success stories that have achieved great engagements with Gen Z.
Flutrr
India’s first Multilingual, Safe and Inclusive Dating App which provides a delightful dating experience in one’s own language. The multilingual UI experience of flutrr enables users to experience online dating in their preferred language(s).
They brought cutting-edge technology to enhance the match-making algorithm on the app which goes beyond just the desirability of profiles on the platform.
Big FM
BIG FM is a popular radio network in India that plays on 92.7 MHz. The channel is famous for its unique and interesting programming, including timeless music and innovative storytelling through shows like “Suhaana Safar with Annu Kapoor” and “Yaadon Ka Idiot Box with Neelesh Misra. Before using the MyOperator WhatsApp API solution, Big FM faced the following challenges. Couldn’t send personalized bulk messages to inform their listeners about Big FM events and other updates.
MyOperator WhatsApp API solution emerged as the go-to solution, effectively tackling Big FM’s communication issues by setting up a perfect CX. With the adoption of this WhatsApp API as the best CX, they were able to:
- Achieve record event engagement through a personalized bulk messaging feature.
- To Improve workforce efficiency with a straightforward and user-friendly interface.
- Gained more leads through effective WhatsApp which also includes Gen Z
Conclusion
With these useful insights and strategies, you can optimize the CX of your digital platforms and win incredible Gen Z traffic.
By integrating Agility, Adaptability, and In-Depth Analysis in crafting digital platforms and leveraging advanced tools like MyOperator’s Office IVR, Cloud call center, and OBD Voice Broadcasting businesses can significantly enhance their customer engagement and streamline their operations.
Rimjhim Ray’s expert advice Pratanu Mohanty’s practical implementations and Kausik Banerjee’s Innovations highlight the best business aspects to enhance customer interactions.
With MyOperator by your side, you’ll be well-equipped to ace the art of digital customer engagement.
Don’t wait! Let’s make customer engagement with Gen Z as smooth as a chat with your best friend.
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