{"id":410,"date":"2016-01-24T18:48:09","date_gmt":"2016-01-24T18:48:09","guid":{"rendered":"http:\/\/elaineallison.com\/blog\/?p=410"},"modified":"2016-07-13T22:23:37","modified_gmt":"2016-07-13T22:23:37","slug":"the-changing-face-of-the-customer","status":"publish","type":"post","link":"https:\/\/elaineallison.com\/blog\/the-changing-face-of-the-customer","title":{"rendered":"The Changing Face of the Customer \u2013 Are You Ready For \u201cAge Friendly\u201d Customer Service?"},"content":{"rendered":"

\"older_couple\"Most companies have always focused on capturing the \u201cnext generation.\u201d However, you need to keep your eye on serving the ever evolving market in an \u201cage friendly\u201d way. The market is not actually growing, but how<\/big><\/big> this customer is served needs to be adapted. <\/p>\n

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The \u201cSilver Tsunami\u201d is Upon Us<\/strong><\/h1>\n

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10 things you need to know:<\/h2>\n
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  1. In the US, statistics show that 10,000 people per day are turning 65 years old.<\/li>\n
  2. Canada is following suit at a similar rate: 1\/3 of the population is charging towards this demographic change, and Europe is already well into this. <\/li>\n
  3. In Japan, the sale of adult diapers for the first time will surpass baby diapers. <\/li>\n
  4. This age demographic is not going to grow old invisibly: they have saved well, and many will have paid of all or most of their mortgages. They are spending on travel, their kids, and grandchildren and even going back to school. <\/li>\n
  5. They also don\u2019t see retirement the same way their parents did, and most likely will be bored with the patio life. No longer does retirement mean long days to relax, convalesce or just play golf. <\/li>\n
  6. They may not want to retire completely but offer their skills in a part-time or philanthropic way either through cash or time. <\/li>\n
  7. Workplaces may have to not only adapt to the aging customer, but also their older \u201cinternal customers\u201d (think employees) and adapt to accommodate their workplaces. For example, BMW set up education and work groups to brainstorm new ways to help their aging workforce keep up with productivity. They eventually found that their older workforce started outpacing their younger counterparts. They also make great \u201cintergenerational mentors\u201d in the workplace. <\/li>\n
  8. This demographic does not want to be known or seen as \u201cold\u201d. Any terms about being \u201cGrey\u201d, \u201cSenior\u201d, or even the term \u201cSenior Discount\u201d causes a shiver down their spine. <\/li>\n
  9. Age 60 is the new 40, and this demographic state they don\u2019t feel their age. Due to advances in health sciences, they are living longer, healthier lives than ever in our history. Some studies have even shown that when someone turns 50 today, they state they actually feel 10 to 15 years younger than that. <\/li>\n
  10. Many will seek out an \u201cencore\u201d career, exploring new areas to build experience and continue learning. <\/li>\n<\/ol>\n

    How will your organization keep your customer service eye on this pie? Which of the following responses will be on your radar?<\/h2>\n