Making Self-Service Options Appealing to Generation Y

Generation Y is highly tech driven and because they spend so much of their time communicating through text and social media, human interaction isn’t always their preferred method for getting customer service. When designing your customer experience, look for ways to meet the unique needs of generation Y by having appealing self-service options available. By appealing, I mean tech savvy options like QR codes, fast and efficient apps and pretty much any option that involves smartphones.


Apple lets customers scan products and pay right from their phones.

Apple does a great job of offering self-service options that are aimed squarely at Generation Y (and X).  If you’ve ever been in an Apple store, you know that their stores are always jam-packed. As much as I love browsing in the Apple store, there are times when I want to get in and out. Like the day I just stopped in to pick up a case for my MacBook Air. Because Apple has given careful thought to self-service options that appeal to tech-savvy shoppers like me, I was able to pull out my iPhone and scan my product right from the display. The product pulled up on my phone via the Apple store app and I was able to pay right from my phone and walk out, bypassing all of the crowds.


While in the Apple store, customers can not only purchase and pay for products right from their phones, but they can also see how may customers are ahead of them for live help or they can see how many minutes before the next Genius support appointment opens up. 

How might you rethink your customer experience to deliver a faster, more enjoyable experience that requires less human interaction? Don’t think tech-savvy self service options are limited to retail. If you are a contact center, library, bank, insurance company – any company that serves customers, I want you to think out of the box and consider how you might create an easier, faster, more enjoyable experience for your customers using QR codes, apps, smart phones or social media. Get creative.

Myra Golden has spent 15 years benchmarking, interviewing and mystery shopping the best service companies in the world and in her keynotes she shares her insights to help her clients improve their own customer experiences. In her inspiring and riveting keynotes, Myra shares specific customer experience design details from the best service companies of our time: Apple,, Starbucks and Disney. Your audience will walk away with 4 powerful deliverables to help them create the best possible customer experience in their own companies. Explore Myra’s keynotes here.