Yubo, a popular social livestreaming app, is quickly gaining steam in the Gen Z community, partially based on the company’s commitment to recognizing, respecting, and empowering users. Other brands are following suit, fostering a connection with users, customers, and fans via their values.
In an increasingly fast-paced digital world, brands often have difficulty connecting with their audiences. Younger demographics, such as Gen Zers, are especially skilled at manipulating technology.
If a brand wants to successfully convey its message, it must abandon traditional (and ineffective) methods of marketing its products or services. Instead, the brand must respect its audience’s beliefs and establish common ground, a cornerstone for Gen Z favorite, Yubo. Then, it’s possible to move forward with a compelling message.
Each brand’s need to identify with its audience’s values was a partial outgrowth of the COVID-19 pandemic. As locked-down consumers were compelled to spend endless hours at home, they found themselves reflecting on what was (and was not) important to them.
Consumers of all ages also thought about their place in the world, and they re-evaluated their priorities accordingly. Equally importantly, they thought about the quality of their relationships.
When governments lifted the lockdown orders, and life gradually began to regain some semblance of normalcy, many people had adopted a completely new approach to life. Today, these consumers are bringing their newly minted mindsets to every aspect of their lives.
Specifically, Gen Zers are making conscious choices about the way they spend their time online, and their purchase decisions. By choosing what to buy, and deciding where to purchase it, they desire to reshape their local communities and their larger environment. During the purchase process, they are reaffirming their role in society.
To delve further into this topic, New York-based 5W Public Relations conducted a pandemic-era study on consumers’ buying motivations. The firm’s 2020 Consumer Culture Report found that consumers (especially younger consumers) have become more socially and politically conscious about the products they purchase.
Stated another way, these consumers buy their groceries, clothing, necessities, and “splurge” items from companies that share their social and political beliefs. The opposite is also true. If a business projects a socially conscious image, but its actions or communications do not reflect that philosophy, it can expect strong customer pushback.
Given the report’s conclusions, brands that market to younger consumers should carefully consider their messaging structure. By aligning the business’ values with its audience’s values, the brand stands a good chance that its message will resonate with potential customers.
Enter Gen Z, a fast-growing demographic group that contains individuals from 10 to 25 years of age. Although many Gen Zers are still under the legal age of 18, they possess substantial buying power, for two reasons.
First, Gen Zers have a strong impact on their family’s spending habits. They are vocal about their food, clothing, gadgets, and household product likes and dislikes.
Many Gen Zers are also technology experts who can provide well-reasoned advice about computers, mobile devices, and other electronics products. Young Gen Zers are not afraid to challenge older family members and often make sensible arguments.
In addition, Gen Zers represent the economy’s future. This cohort’s older members have already graduated college or entered the workforce. With decades of potential buying power before them, they are worthy of brands’ sustained attention and focus.
When Gen Zers are considering a brand or product, they want to know the company shares their own values or social beliefs. Marketing Dive cites a January 2021 Forrester survey that determined that Gen Zers are more likely to spend time on this research than Millennials or Baby Boomers.
Specifically, the study team found that 51 percent of Gen Zers will take time to verify that a brand’s corporate social behavior aligns with theirs. If the brand fails the test, the Gen Zer will shop elsewhere. Not surprisingly, the survey also found that Gen Zers distrust the average company more than millennials, Gen Xers, or baby boomers.
Brands should think carefully when preparing a message to a Gen Z audience. First, each Gen Zer has a personal brand. These young consumers want a company to acknowledge their individuality in any marketing or communications message.
Gen Zers are frequently committed to multiple social causes. They are often passionate about gender or LGBTQ issues. In addition, they may feel strongly about racial tension and immigration concerns.
In Gen Zers’ view, employers and brands that practice corporate social responsibility do not go far enough. Gen Zers expect these corporate entities to share the young idealists’ core beliefs.
Gen Zers are actively engaged in all aspects of the gender conversation. For comparison, over 12% of United States millennials say they are gender non-conforming or transgender. Further, the majority of millennials say gender is more of a spectrum than a binary construct.
Gen Zers’ gender-related views extend further along the spectrum. In fact, they are quite comfortable with the concept of multiple genders. Gender binary, gender fluid, and gender-neutral are three frequently discussed gender types. Generally speaking, Gen Zers prioritize personal authenticity rather than trying to conform to specific gender categories.
Within the United States, 56% of Gen Zers know an individual who prefers a gender-neutral pronoun. In addition, 59% of Gen Zers want forms to include additional options besides the binary “man” or “woman” choices. On a global scope, 25% of Gen Zers say they will switch their gender identity at least one time throughout their life.
Gen Zers who want to share their thoughts on gender-related topics (or chat about anything else) are gravitating to Yubo. This community-focused live-streaming platform invites users to share via video discussion rooms and live chats.
Yubo users are invited to join this virtual meetup. Chatting with others who have similar interests, or playing games with friends is the order of the day.
With a strong focus on authenticity, Yubo encourages everyone to “come as they are.” Company leaders understand what’s important to their Gen Z user base, and they ensure that the Yubo platform speaks to those needs.
Specifically, Yubo proactively supports the LGBTQIA+ community. The company highly encourages minority visibility, and it also maintains a strong anti-bullying stance. Company leaders regularly engage with users, and lead initiatives, about important topics. As a customer-centric company, Yubo is dedicated to providing the best possible experience for its users.
Brands that intend to market to Gen Zers must respect this demographic’s gender preferences. Again, these young people embrace an entire spectrum of gender identities, and they view gender as a fluid concept that can change.
Gen Zers’ gender attitudes are mirrored in popular culture, where celebrities and style mavens often embody similar ideals. These cultural influences have always been part of Gen Zers’ life experiences.
Not surprisingly, Gen Zers expect brands’ advertising and marketing messages to mirror the same gender-focused mindset. To reach this audience, brands should create targeted media ads and messages containing characters with diverse gender identities. Although gender binary characters are not excluded, Gen Zers also want other genders to receive adequate representation.
In addition, some brands’ ads now reflect the emphasis on changing gender roles. To illustrate, young men may be featured in makeup or blow-dryer ads. Young women might appear in ads for pickup trucks or shop equipment.
As Gen Zers continue to navigate the gender identities spectrum, Yubo stands ready to support them in their conversations. Through inclusive infrastructure and targeted initiatives, Yubo provides the foundation for continued exploration. Taking a cue from this innovative approach, other companies are following suit.
Kenneth is a proud native of sydney, born and raised there. However, he pursued his education abroad and studied in Australia. Kenneth has worked as a journalist for almost a decade, making valuable contributions to prominent publications such as Yahoo News and The Verge. Currently, he serves as a journalist for The Hear Up, where he focuses on covering climate and science news. You can reach Kenneth at [email protected].
A Comprehensive Overview of Customer Satisfaction
Customer satisfaction is a crucial indicator of loyalty. However, it’s essential to remember that it’s not enough. It needs to be paired with NPS and CES, measuring different aspects of customer experience.
CSAT surveys use a simple rating scale and require low effort from respondents. They also produce numerical data that is easy to interpret.
Customer satisfaction is a metric.
Understanding what is CSAT, or Customer Satisfaction, is crucial for any business to assess their customers’ happiness with their company or product. It provides valuable insights into areas that require improvement, allowing them to enhance their goods and services and ultimately drive customer retention and loyalty. Using an external customer satisfaction survey company to conduct CSAT surveys can save time and ensure unbiased results. These companies will work with you to design a custom approach and methodology tailored to your specific needs, ensuring your CSAT survey captures the most relevant feedback. They will also assist you in developing a plan for analyzing your feedback, transforming raw data into actionable insights that can guide your decision-making and improve your customer experience.
Customer Satisfaction Index (CSI) measures overall customer satisfaction, including quantitative and qualitative data. It considers several factors: product quality, support effectiveness, and brand perception. The CSI score is an excellent benchmark for evaluating customer loyalty and retention.
It can assist businesses in identifying areas that require improvement and improve their goods and services. To increase your customer satisfaction, you can use a variety of tactics, such as analyzing customer feedback, improving navigation and design, implementing a knowledge base, streamlining processes, and more. However, a critical factor in customer satisfaction is understanding what customers say.
CSAT focuses on customer satisfaction with a specific product or service, so it can be more challenging to compare across different business units. Regional differences in customer responses can also impact it. For example, a user from Australia may rate the quality of your service differently than a user from the United Kingdom.
A focused survey is the most efficient way to gauge client happiness. Typically, it consists of one question and a five-point scale that customers can choose from. A four or five is regarded as a decent score. A score of 1 to 3 indicates dissatisfaction, while a score of 2 or below is neutral.
It is a crucial indicator of customer loyalty.
Customer satisfaction (CSAT) is a crucial indicator of customer loyalty, but it should not be the only KPI businesses track. CSAT focuses on the happiness level of your customers, but it doesn’t necessarily tell you what they’re willing to do for you in return. Personal life experiences and agendas can also influence it.
Companies use CSAT surveys to gauge buyers’ perceptions of their products, services, and overall experience. They can take many forms, from simple number-driven scales to verbal responses and symbols such as stars or emojis. Some use open-ended questions to identify specific pain points. The results inform the development of new products and services, improve existing ones, and enhance the customer experience.
The benefits of CSAT include improved product quality, reduced churn, increased customer lifetime value, and increased referrals. It can also help you avoid acquiring new customers, up to 30 times as expensive as keeping existing ones.
One drawback of CSAT is that it’s often based on a one-time reaction to an interaction or event. Most people who respond to a survey are likely to be on the happy or unhappy end of the spectrum, which can give you an inaccurate picture of your customer base. Moreover, it can be challenging to collect data from those who have had a neutral or negative experience.
Using CSAT can also be an excellent way to monitor recurring issues in your customer support processes. For example, if you make significant changes to your interface design or software, a quick CSAT survey can reveal how well customers adjust to these changes. In addition, a regular check-in can help you detect early signs of churn and take corrective action before they escalate into full-blown dissatisfaction.
It is a crucial indicator of customer satisfaction.
One of the most extensively used and frequently benchmarked customer experience measures is customer satisfaction (CSAT). It measures buyer happiness using a simple question and can be easily compared to competitors. This metric can help companies identify problems and focus their retention efforts to prevent churn.
CSAT surveys are easy to design and implement, and the results provide valuable information about your buyers’ experiences. You can use a pre-defined rating scale or let your buyers select from various options. Most businesses use a 3-, 5-, or 7-point scale. Whatever rating scale you choose, defining what you consider a positive score is essential. It would help to determine how often you want to measure CSAT. Ideally, you should survey customers with similar backgrounds to compare results over time.
While a positive customer experience is good for business, it is essential to understand what causes dissatisfaction. Dissatisfied customers are more likely to leave and write negative reviews online. They may even share their bad experience with friends. To avoid these adverse outcomes, it’s vital to identify customer pain points and resolve them quickly.
The Net Promoter Score is an additional widely used statistic (NPS). This single-question measure of customer loyalty can be collected through a customer feedback survey. NPS is an essential metric for Customer Support teams because it focuses on a product or service and can predict future buying behavior. However, it can be challenging to distinguish the impact of pricing, product performance, and brand on NPS scores.
Although both CSAT and NPS are helpful metrics, it’s important to remember that they have different limitations. While both rely on self-report data, they are vulnerable to bias. Self-report data can be influenced by personal mood, life events, and other factors that have nothing to do with the quality of a product or service. Additionally, CSAT is a macro view of a customer’s experience and does not capture nuances or granularity.
Harper Harrison is a reporter for The Hear UP. Harper got an internship at the NPR and worked as a reporter and producer. harper has also worked as a reporter for the Medium. Harper covers health and science for The Hear UP.