How to use CX to build gen Z's trust

Name: How to use CX to build gen Z's trust
Uploaded: 2022-11-25T16:52:49.877Z

25 Nov 2022

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Gen Z CX Branding User Experience

Zontee HouManaging Director at Convince & Convert

Zontee Hou is digital marketing consultant, speaker, and author whose new book, DATA-DRIVEN PERSONALIZATION will be out this May, published by Kogan Page. She's the founder of Brooklyn-based digital marketing agency Media Volery and managing director for Convince & Convert, the respected consultancy founded by Jay Baer. Her nearly 20 years of marketing industry experience includes work for the IMF, the UN Food and Agriculture Organization, Caesars Entertainment, Fidelity, and many universities across the U.S. She was named one of LinkedIn's 16 Marketers to Follow in 2021. She's also been named one of TopRank's most influential content marketers and most influential B2B marketers for the last five years, and her work has garnered multiple awards including several PR News Platinum Awards and a Forrester Groundswell Award. Zontee has also been a lecturer at Columbia University and at the City College of New York, where she continues to be a board member of their graduate program in communications, in addition to speaking at events globally.

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Description

Digital natives have grown up with access to unlimited knowledge at their fingertips. Companies who understand the value in this, like Amazon, have gotten Gen Z used to an elite customer experience that is easy to use and hyper-personalised. With so many digital touchpoints already competing for their attention, traditional digital marketing strategies might not be enough to win their trust. How can brands leverage Gen Z's preference for personalised experiences in order to gain brand visibility early in their buying journey? Strategy Director, Zontee Hou, helps us navigate how to use customer experience to build a loyal relationship between brands and the younger generation.

Table Of Contents

What makes Gen Z tick?

It takes more than a quick gimmick to gain brand loyalty from younger generations. Hou gives her perspective on why Gen Z is so different from previous generations and describes the kinds of customer experiences they resonate with.

Building Trust

Understand how brands can use customer experience to build trust with Gen Z audiences.

Personalisation best practices in CX

Personalisation differs from industry to industry. Hou discusses various use cases for incorporating personalisation into the customer experience journey.

Keep an eye on the tech

Hou describes the feedback tools most important to creating dynamic end-to-end customer experiences.

Storytelling is key to great customer experience

"What makes for a great customer experience, is something that's worth telling a story about." Hou describes why brands need to be more thoughtful about the things people say about them. Offering tools that can help pick out the best stories for your customer experience strategy.

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