30%
PERCENTAGE OF PEOPLE
WHO KNOW EXACTLY
WHAT VEHICLE THEY
PLAN TO PURCHASE
8
If you take a targeted approach when
you engage with your customer, you've
got to consider age. CX expectations are
different for millennials, Gen Xers, Gen
Yers, and baby boomers, though they all
still expect some level of personalized
service. It's up to you to understand your
customers well enough to exceed their
expectations.
How you communicate with a baby
boomer (likely by phone call and mailer)
won't be effective when you're trying
to reach a millennial (who may prefer
text and email). You may expect baby
boomers and Gen Xers to come to you
for questions, but younger customers will
likely know everything they need to know
and will want a quick path to a test drive.
Rushing or slowing down a customer's
journey to their purchase can stop the
sale dead in its tracks.
THINK GENERATIONALLY
7
8
"2016 Car Buyer Journey Study," Cox Automotive
