The Customer Service Millennial Moms Expect

May 5, 2017
DMD Staff

If dentists want to succeed, they need to target millennial mothers with their marketing efforts. This demographic also has specific expectations pertaining to the services they are provided. Maria T. Bailey is a speaker, author and authority on the subject of marketing to mothers. In this clip, she explains what millennial mothers are expecting in terms of customer service.

If dentists want to succeed, they need to target millennial mothers with their marketing efforts. This demographic also has specific expectations pertaining to the services they are provided. Maria T. Bailey is a speaker, author and authority on the subject of marketing to mothers. In this clip, she explains what millennial mothers are expecting in terms of customer service.

Interview Transcript (Modified for Readability)

“There are several important elements and factors that go into a millennial mom’s decision, particularly when they are thinking about services to provide their family and for themselves. Number one, they’re time-crunched. It’s really important that any kind of service provider remembers that when they are booking appointments or making changes or cancellations that moms really want you to speak in their own language. That language for a millennial is digital. You want to have those digital conversations via text, email, and a strong online presence.

RELATED: Why You Should Market to Millennial Moms

They’re also looking for relationships. They want relationships with those service-providers that they feel are authentic and empowering, and are mutually beneficial. If you treat a millennial mom well with that relationship, showing her loyalty and recognizing the fact that she is time-starved, and she is looking for solutions that are not particularly inexpensive or cheap, but that show good value and also give them the value of a relationship, they will demonstrate a lot of loyalty. They are motivated by a deep relationship with you and by the feeling that they’ve made a good decision in purchasing that service from you.”

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