The question of customer experience is on whatsapp data everyone's lips. It has been discussed and thought about a lot around the concept of generation. These generations have all had different paths, expectations and desires. But what about Generation Z in particular?
This generation born between 1995 and 2009 is of increasing interest to marketing professionals, because it is the new target to conquer whether in BtoC or BtoB. In the BtoB sector, the question of generation Z only arises in BtoC. However, changes in consumption patterns, behavior and mentality are forcing all companies to rethink their strategies. Whether HR, marketing, communications or sales, generation Y and then generation Z are shaking up existing codes.
When it comes to customer relations and customer experience, Generation Z is ultra-connected. From this ultra-connection, the digital impact including e-reputation and immediacy are important aspects of this generation.
We can therefore ask ourselves what means BtoB companies should put in place to optimize the customer experience of generation Z?