Affluent and Wealthy consumers prefer customer service via remote channels rather than face to face. This is as true for GenY as it is across all generations. That is, interactions across virtual channels, and specifically social media, has become ubiquitous. This, according to an infographic entitled: Your wealthiest customers want service on Social Media researched by McKinsey & Co..
Social media. It is free, right? You can set up a Twitter handle or a Facebook page, update them a few times and be good. People will flock to you. People will hang on to every word and want to amplify everything you put out. Right? That is totally the way it works. No. Not at all. If that is the way you think you have a lot to learn.