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When it comes to a vacation rental, customer service is key. In fact, according to HomeAway, “over 90% of customers who have an effortless experience with a company will do business with that company again.” Here’s the catch: different guests value different experiences. For instance, excellent customer service to a millennial might be poor customer service to a baby boomer. One way to combat this is to provide unique experiences by generation. HomeAway recently published a study called “Handshakes & Hashtags: How Vacation Rental Managers Can Provide Meaningful Customer Service for Every Generation.” We sifted through the report and pulled some of the highlights of travel behaviors and customer service expectations for millennials, generation Xers, and baby boomers.
What Good Customer Service Looks Like to Millennials:
What Good Customer Service Looks Like to Gen Xers:
What Good Customer Service Looks Like to Baby Boomers: