How do companies adapt their customer experience approach for Gen Y customers' expectations?

Join this TweetChat discussion on Monday, May 9th, 9am PT, Noon ET, sync your Twitter account to http://tweetchat.com/room/cxo, and converse at that URL -- here are the participation details:

Gartner describes today’s customers as “digital natives.” The way they shop, the way they purchase, and the service they expect have dramatically changed. They grew up online and have no idea how to exist without the internet. Online shopping, 24/7 information access, and instant answers are not nice to haves but expected. With today’s Gen Y/millennial/digital native customer “purchasing $150 billion in goods a year, and influencing another $50 billion of Baby Boomer's family purchases” how do we delight these Gen Y customers? How do we deliver exceptional experiences when their expectations change almost daily?

In our next tweetchat we’ll discuss the customer experience in an era of Gen Y/millennial/digital natives with special guest Daniel Newman, Gen Y CEO of United Global Comm. Here are the questions we’ll be discussing as well as the reference articles to help prepare you, and inspire your participation in the #CXO conversation on May 9th at 12 noon EST.

#CXO Questions

1) Why should organizations be concerned with the Gen Y customer?

2) What does this generation expect from their customer experiences?

3) Does an organization need to change its structure and culture to reach Gen Y customers? If so how?

4) How should an organization change its customer experience strategy to respond to Gen Y customers?

5) What success stories do you see of organizations delivering exceptional experiences to Gen Y customers?

6) What makes it possible for these organizations to succeed?

7) What’s your one takeaway from the CXO chat today?

Reference articles:

- Reaching Customers Where They Are: http://bit.ly/jOS4uj

- Serving the Gen-Y Customer: 7 Key Technology Challenges for Banks http://bit.ly/m1ONaj

- Agile Commerce Heralds Agile Customer Service: http://bit.ly/mTzGBU

What is #CXO chat?

#CXO chat is a weekly conversation every Monday at 12 Noon EST, on Twitter. Each week we discuss a different customer experience optimization topic. How do you join in?

If you use a Twitter client like Tweetdeck or Seesmic Desktop, create a search column for the term ‘#CXO’. Then as we tweet with the #CXO hashtag, they will show up in your column. Or you can follow with TweetChat – http://tweetchat.com/room/cxo and it automatically adds the #CXO hashtag

How do you participate?

Just jump right in! Review the discussion questions posted so you can prepare your thoughts and answers. When the question is posed begin your response with A1: for question 1 and A2: for question 2 etc. No answer is wrong!

We look forward to seeing you at the #CXO water cooler

Hosted by Vivisimo: @Vivisimo_Inc and ClearAction @clearaction