Episode 11 - The Damn Millennials are killing the Customer Experience

One of my clients used to brag about his refusal to hire any more young people - his argument was "the damn millennials were too entitled." He would constantly hold up his attrition over the last 5 years as proof. He was in online retail and his margins couldn't handle the abnormally high turnover. So I was hired to bring back a strategy to change the make up of his workforce that was at the time 80% millennials. The data notwithstanding the millennial hypothesis rang like bullshit to me but we studied it, there was a problem for sure, for starters, his employees (regardless of generational) hated working for the company, their reasons were not unique to this organization. The descriptors would fit any customer facing role in retail, hospitality or any contact center. On today's podcast I invited Darren Ford author of the Millennial Challenge to help answer some of these questions. Are millennials a completely different breed? If you have customer facing roles what should you watch out for? Subscribe on ITunes and please leave us a review