Millennial Rules: How to Connect with the First Digitally Savvy Generation of Consumers and Employees
176
Millennial Rules: How to Connect with the First Digitally Savvy Generation of Consumers and Employees
176Paperback
-
PICK UP IN STORECheck Availability at Nearby Stores
Available within 2 business hours
Related collections and offers
Overview
In Millennial Rules: How to Sell, Serve, Surprise, and Stand Out in a Digital World, veteran business owner T. Scott Gross demystifies the newest generation and shares how businesses can meet and exceed Millennials’ expectations to make the sale—without resorting to tricks and gimmicks. Invisible selling is built on ethical, common-sense business practices that yield success across the board, regardless of niche or industry. Armed with research into generational consumer preferences, humor, and a wealth of experience, Gross tackles the looming question, “How can you disappear and still deliver quality service?” The answer, he suggests, is by emphasizing serving above selling, a strategy that will make organizations successful not just with Millennials, but with all generations.
For better or for worse, the Millennials aren’t going anywhere. By learning what has changed—and what hasn’t—you can cater to the wants and needs of each generation and still come out on top. Millennial Rules reveals the ins and outs of Millennials not only as customers but as employees, demonstrating what lifestyle demands to watch out for and why Millennials might be a valuable addition to your team.
Rather than proposing a total revolution in business, Gross reinforces a pattern of success by making readers aware of what they’re already doing right—and how to do more of it.
Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
Product Details
| ISBN-13: | 9781621534235 |
|---|---|
| Publisher: | Allworth |
| Publication date: | 10/21/2014 |
| Pages: | 176 |
| Product dimensions: | 6.00(w) x 9.00(h) x 0.70(d) |
About the Author
Table of Contents
Foreword ix
Introduction: Millennials and the Cursive Code 1
Is Your Tail on Fire? 2
Caution: Trends Ahead 4
How I Learned to Love Millennial 5
Part 1 A New Generation 9
Chapter 1 The Digital Consumer 11
What Makes a Generation? 12
Appreciate the Good News 17
Don't Bucket 20
Chapter 2 Portrait of a Millennial 21
My Way, Right Away, Why Pay? 21
Technology Rules 22
Social Media Matters 24
Timing Is Everything 25
Everything Is Negotiable 25
Sales Expectations Are Soaring 26
Millennial at Work 31
Millennial at Home 33
Action Steps 35
Your New Customer 37
Part 2 The Message from Millennials 43
Chapter 3 "Don't Sell Me Anything" 45
Become Invisible 45
Light the Sales FUSE 49
Create a Positive Feeling 54
Chapter 4 "I'm Not Afraid of Technology" 59
Use Technology to Become Invisible 60
Understand and Meet the New Expectations 60
Do It Right 61
Use Networks 62
Don't Forget about Traditional Marketing 63
Chapter 5 "I Live through Social Media" 67
Understand the Power of Social Media 69
Market with Social Media 73
Grow the Program 11
Spread the Word 78
Have a Conversation 79
Chapter 6 "I Want It My Way" 81
Expect Prepurchase Research 81
Deliver Options 84
Prepare to Negotiate 85
Unbundle Your Service 86
Don't Make Them Wait 88
Remember the Critical Service Points 88
Chapter 7 "Surprise Me" 91
Deliver Positively Outrageous Service 91
Treat Me Right When Things Go Wrong 98
Make Me Laugh 100
Chapter 8 "Train Me, but Don't Constrain Me" 103
Meet the New Employee 105
Understand the New Values 107
Hire Great People 111
Train Your People 114
Measure Success 120
Recognize the Benefits 121
Part 3 The Crystal Ball 123
Chapter 9 What's Next? 125
The Path to Progress 125
The Future of Employees 126
The Future of Customer Service 129
A Play-by-Play Peek Ahead 130
Some Things Never Change 131
Part 4 Things You Should Have Learned at Home… But Probably Didn'ti 133
Chapter 10 As the Saying Goes 135
Why Millennial Need Rules 136
Leading the Under-Class 137
Chapter 11 The Boss as Parent 141
The Millennial Rules 142
Notes 151
Bibliography 153
Index 157
About the Author 163