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Does the “Perfect Customer Experience” Need to be Different Based on Age?

Howard Tiersky, the Founder and CEO of FROM, was one of the panelists invited to talk about the next generation of customer experience at the ISG Digital Business Summit.

IT’S LESS ABOUT AGE

The panel was asked to present their viewpoints regarding the different needs of different generations in terms of digital experience. Many panelists provided insights regarding the preferences of millennials vs boomers as well as the next generation of consumers.

Tiersky provided a counterpoint to this mindset, suggesting that, yes,  its critical to segment customers and define the necessary experience attributes for each segment, but to remember that age may or may not be an important differentiator in a given situation. 

He summarized his position,”Elderly users who have some loss of capacity such as vision or motor control certainly have unique needs that need to be considered, although really this is less about age per-se than disability. And very young users who are at a pre-reading level certainly also need special consideration to create experiences which do not rely on written language. However between these extremes, it is often not age but other factors which should drive distinctions within a user interface.

Tiersky’s book Winning Digital Customers discusses at length the best ways to segment customers and determine which areas of differences among a company’s target customers are the most important to focus on in a given situation. Get the first chapter for FREE here, or purchase the book here.

THE EVENT

The ISG Digital Business Summit gathers experts, innovators, and business leaders from different industries to equip attendees with the latest trends and solutions that will help them deliver a greater customer experience.

Tiersky will also be speaking at a number of other upcoming conferences including the upcoming Business Transformation and Operational Excellence Summit on Dec 15, 2021. Learn more about scheduling Howard at your event here.

Get FREE access to the first chapter of FROM`s
Wall Street Journal Best Selling Book

WINNING DIGITAL CUSTOMERS


  • Learn the three patterns of all successful digital brands (including companies like Apple, Netflix and Uber).
  • Understand why many great new products fail, and the formula for building products that won’t.
  • Discover the key reasons companies resist change and how to overcome them.
Get FREE access to the first chapter of FROM's
Wall Street Journal Best Selling Book

WINNING DIGITAL CUSTOMERS


  • Learn the three patterns of all successful digital brands (including companies like Apple, Netflix and Uber).
  • Understand why many great new products fail, and the formula for building products that won’t.
  • Discover the key reasons companies resist change and how to overcome them.