The Art of Millennial Communication – How to Better Engage with these Digital Natives!

Take it from the guy who met his now fiancé by throwing her a note in a crowded room; effective communication is the key to success in today’s day and age.

Knowing how to effectively communicate with your customers could make or break your business; so why are organizations having trouble connecting with millennials? Businesses large and small are trying to hit the target when it comes to this new generation of people in the workplace that make up just over a third of all US employees, yet some are still struggling.

Don’t believe me? Take a look at this story of a millennial whose insurance company dropped the ball on communicating to them, and how that lack of communication lead to the company losing a customer.

This story is about a millennial growing up in rural Massachusetts who had recently been engaged to a girl he met because he threw a note. For the sake of protecting all that are involved, we’ll simply call the character of this story… “Dave”. As a millennial, it’s hard for “Dave” to keep track of things that aren’t electronic; mail usually gets glanced over and ends up in the recycle bin shortly thereafter. Equipped with the knowledge of his tendencies, when “Dave” signed up for his car insurance coverage, he made sure to sign up to receive all documents electronically.

Now, fast forward a few months and “Dave’s” habits of mail ending up in the recycle bin are still in full swing. Normally this would be okay, except for the fact that he was being notified via mail by his insurance carrier that there was a change in policy and he needed to pay just a little extra per month or else his plan would be cancelled. Months went by, and “Dave” was blissfully driving around in his new car completely uninsured which is, well, less than ideal. The result? “Dave” switched his insurance carrier to a completely different one – one that recognized and fulfilled his communication needs.

Now, of course there is some blame on “Dave’s” shoulders, and there is no doubt he used this as a learning opportunity, but the question remains; why didn’t that company communicate with him more effectively?

The fact of the matter is that stories like these happen all the time, across all different channels of business throughout the world, and staying ahead of the trend of communicating to millennials can set your business apart from your competitors, whether you realize it or not.

From a business standpoint, it’s essential to remember that as a millennial, we’re not good, we’re not bad, we’re just… different. Sometimes, millennials don’t mind it if they get a note thrown at them in the middle of a crowded room. Other times, someone could be so used to using their phone that communicating electronically will be the best way to stay in touch. Deciphering which mindset each of your millennial customer has is so vital, and sometimes all you need to do is simply ask.

To stay on top of leading customer communication expertise, follow Xpertdoc and David Hanson on Twitter: @xpertdoc@dhansonxpertdoc

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc