Both generations use Twitter more for news, Instagram for inspiration, and Snapchat for sharing real-life moments. It’s also important to consider the social media habits of Gen Z and Millennials when crafting ads for the different platforms. For example, while TikTok might be a great place to reach Gen Z, Facebook ads might have more success with Millennials.
2. Offer a place for reviews
Both Gen Y and Gen Z depend on reviews and ratings before making purchases, so be sure to encourage reviews. It’s also a good idea to respond to negative reviews and to address the concerns the reviewer had.
For example, if a customer complains about a shipment from an eCommerce site taking too long to get to them, make sure you apologize, and ask them if there is anything you can do to help them with future orders. Other people reading the reviews will see that you took the time not only to respond but also to make the situation right.
The best way to attract more positive reviews is to develop great products, of course, but also to manage expectations. You want to make sure they know exactly how long shipping is going to take, for example, if you are shipping a product to them.
Focusing on creating a positive experience for the customer is the best thing you can do to ensure a positive review. When your main goal is to have a happy customer, you’ll be more likely to create repeat customers.
3. Ask them meaningful questions
Sometimes the best way to get feedback is to simply ask for it. Reach out to your customers and ask them for the feedback you want to receive. Survey your audience — with well-crafted questions — and find ways to keep your survey research fresh.
The best way to reach Gen Z or Gen Y is through social media. They are much more likely to answer a question on an Instagram post than to respond to a question in an email. Emails from brands typically end up in promotional folders and don’t always get opened, particularly not by Gen Y and definitely not by Gen Z.
Stay away from “yes” or “no” questions. Rather, ask open-ended questions that invite the customer to tell their story and share their experience.
You also want to ask questions that will make sense to them and tease out their differences. Consider the differing behaviors, though-processes, and semantic styles of, e.g., an 18-year-old and a 40-year-old) and craft catered survey approaches and instruments accordingly. Then, make sure to study how these generations’ opinions differ.