Understanding those differences can make that difference between companies that build relationships and those that will eventually be commoditized.
Gen Z customers, as Scott describes them, are “young, busy and often forgetful. They are also worried about fitting in with their peers and put a value on being highly connected. They’ve grown up with the Internet, instant messaging, text messaging and mobile phones. In fact, most Gen Z customers have their own mobile phones, and they spend their free time texting and communicating online. As a result, they expect family, friends, and even businesses, to communicate with them electronically.”