Who are your patients? How old are your customers and clients?
Their age determines how well they accept the Internet of Things into their lives.
It doesn’t matter what business you’re in, without customers, there is no business. Improving the customer experience is fundamental to increase retention, satisfaction, and sales. And according to surveys, more than 50 percent of all organizations know this and redirect their marketing dollars into customer experience innovations.
Right now, as a medical practitioner, there are five generational groups you might be dealing with:
- The Silent Generation
- Baby Boomers
- Generation X
- Millennials
- Generation Z
The Silent Generation was born roughly between 1925 and 1942. They pursued jobs and earning money as opposed to earning a degree. Which means they are value driven.
They are the ones that still use email. They are the ones that still prefer traditional forms of conversation - mail, print media, and a personal touch. Up to 88 percent of them do use email, but only 59 percent use the Internet on a regular basis. If this is your client and your system is too complicated, you’re going to have trouble.
Baby Boomers were born from the mid 1940s to the early 1960s. They are the value generation. They aren’t afraid to spend money, but they want to understand why. They are also a generation that prides themselves on learning about the online world - as long as they can cross back over to the personal touch as needed.
They shop regularly from places like Amazon. But they do prefer to do so from the comfort of their own home, typing away on their desktops or laptops. They might not prefer the tech-savvy ways of using smartphones and tablets to control their daily lives.
Generation X, or Gen X, were born between the mid 1960s and early 1980s. This is a group that loves their technology. This is a group that was brought up on credit cards.
They operate their lives from smartphones and tablets. They are the ones who prefer to check in with everything the moment they get up, and take their devices to bed with them each night. If you make the process easy, you have them.
Millennials were born between the mid 1980s and mid 1990s. They’re a huge group that surpasses in numbers of the Baby Boomers. They are also more conscious of the world around them. They care about the environment and giving to people in need.
They’re the fastest to adapt to new technology. They want to provide feedback and feel like they are being heard. But don’t ask them to call in. Make it technology driven or go home.
Generation Z is just starting to graduate from college. They are the most technologically savvy of the bunch. The best way to reach them is through social media. But Facebook? Nope, not at all. They prefer YouTube and Snapchat, watching between 2 to 4 hours of video each day.
But when it comes to attention spans, Gen Z is at the bottom of the list. You have about 8 seconds to capture their attention. Then they’re gone.
How does this impact your practice? You better understand what your customer wants from working with you. You better understand what it takes to keep them safe.
If you don’t, they’ll find someone who can.
For IT Strategy, Cloud Conversion, or Help Desk Services reach out to us at Silver Linings Technology 360-450-4759.
