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  • How can brands please Boomers?
  • How can brands please Boomers?
    100% Campaign (2016) ©
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What do Boomers want from customer service?

Customer service has always been a thorny point for brands, but solutions to improve customer relationships are often targeted at Gen Y and Z. Boomers are being forgotten about, and their satisfaction towards customer service is dropping. So what do Boomers want from customer service?

Location North America / Northern Europe

Scope
When the news broke at IBM that there was going to be a “cutting of old heads” – something that would affect tens of thousands of Senior workers – predictably, the tech giant’s tone-deaf approach sparked a backlash, which saw accusations of ageism levelled at the brand. [1] This age-discrimination case is just another example of how Boomers, in particular, are misperceived to be analogue relics in our advanced technological age, despite statistics and data indicating otherwise. They are left behind by brands, not only as employees but also prominently as customers. In fact, studies by The ...

Canvas8

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