Posts

Mind the gap

Mind the gap: Does your organisation have the capability to deliver against the customer pain points of the over 50’s?

Mind the gap.

If you’ve ever caught the London Underground, this cautionary warning would be familiar. ‘Mind the gap’ is also a valuable analogy for customer pain points in business.

A desire to understand and focus on the customer experience (CX) or user experience (UX) is the language of marketers – online or offline. Simultaneously, customer journey mapping has become increasingly common. Yet, how often do we also seek to understand and investigate the challenges of key stakeholders and staff to provide an excellent customer experience – particularly for those customers over 50 years of age? What’s the gap between customer reality and employee empathy?

Whilst a customer focus enables us to better understand the decision-making process of people using or buying our products, stakeholder and staff insights provide greater understanding of what is required internally for improved service delivery. Knowing both is essential if customer pain points are truly to be resolved.

The pain points

Pain points will appear in various parts of the business – either online, on the phone, or in person. An example illustrates some of the issues.

Recently a woman in her 70’s, call her ‘Mary’, told me the difficulties of cancelling her subscription to a television service. After a lengthy conversation with a customer service operator, she was only passed to a supervisor after revealing that she was about to cry.

The pain points:

  1. The call centre staff member was bound by a script that didn’t accommodate a customer with limited technological ability;
  2. The process for cancellations was inflexible. Apparently, the only way a customer can cancel the service is online. Consequently, the operator was trained to “talk through” this process with customers who had difficulty;
  3. A solution was only sought when tears of frustration were imminent.

The result

Mary,

  1. Won’t have another pay television subscription service;
  2. Will never return to the telco provider who consistently lacked awareness and empathy;
  3. Tells her friends and anyone else who will listen about her experiences.

Whilst Mary has a mobile phone, uses an iPad, does online banking, and happily searches Google, she lacks confidence to do new tasks in the online world. The call centre staff member failed to understand Mary’s situation and was therefore unable to accommodate her needs.

Due to years of frustration and poor customer experience caused by a lack of understanding, Mary has also changed her phone provider. In one instance she was sold a plan that provided her with substantial download capacity. However, she had advised staff that her mobile phone was only used for texts and calls. When in the telcos retail stores she consistently observed people her age upset and angry due to lack of empathy by store staff.

Whilst this anecdote is a single sample, it’s a common story.

Gaps and the over 50s

Leading magazines, blogs, and newspapers consistently report on the ignored market of our ageing population.

A report by the Australian Services Union reveals that the average age of call centre staff is between 33 (men) and 37 (women). A report by PwC in 2016 revealed that the average media person is a 27 year old white male who only speaks one language – English. It’s likely that employees under 40 will either ignore or exacerbate stereotypes of consumers over 50. Why? Because they don’t identify with this older age group.

Gaps, facts, and 50’s+

Yet, in Australia, there are almost 6.5 million people between 50 and 74 years of age. That’s 27% of the total population!

The value of this age group is substantial. According to the Australian Bureau of Statistics’ (ABS) 2017 Census, the average age of middle wealth households is 54, and for high wealth households it’s 58. And, whilst a proportion of this wealth is associated with increased expenditure for medical care and health expenses, the ABS also reports that,

“Recreation, household furnishings and equipment, clothing and footwear, and miscellaneous goods and services also rose as net worth rose.”

Consequently, when we evaluate market size against wealth, it seems naive not to have a strategy to reach and effectively service this audience.

Nonetheless, despite these facts, age stereotypes and ageism negatively impact attitudes, beliefs, and perceptions about people over 50.

Finding the gap

A customer journey map is simply a framework that captures the customer experience. A customer journey map overlaid with either staff interviews or staff journey mapping reveals the gap. One without the other is interesting and informative. However, to optimize the opportunity, organisations must ‘Mind the Gap’. The gap is where true opportunity exists.

Given that almost one-third of Australia’s population are baby boomers, it’s remarkable that organisations are not more mindful of this market. After all, chances are that a proportion of most companies’ customers will be in this age bracket. Does your staff understand them? Or, do age stereotypes abound?

Speaking with staff potentially reveals unknown or unspoken age stereotypes. Internal pain points will reveal restrictions that limit market growth with this rapidly expanding segment of the population. Knowing staff attitudes and beliefs about becoming older, coupled with insights on customer pain points has the power to reap rewards – to plug ‘The Gap’.

Closing the Gap

Closing the gap requires guts. Consequently, it means addressing both customer and organisational pain points. For example, staff may need training, processes may need adapting, or organisational structures may constrain service. Change starts with these 4 questions:

  1. What proportion of your customer base is over 50 years old?
  2. What’s the impact to your business if they disappeared?
  3. What proportion of your workforce is under 50 years of age?
  4. What are their attitudes and beliefs about people over 50? Ask. Answers are usually associated with age-based stereotypes.

If a gap exists then business growth is inhibited.

 

Three Sisters Group specialises in the longevity economy. We provide expertise and research-based consultancy services for customer driven strategic change. To tap into this under-serviced, largely ignored market, contact us.

3 ideas for relevance in retirement

If you’ve heard the term “relevance deprivation” you may be older and possibly retired. Alternatively, you may be between jobs or a parent who has become an “empty nester”.  Regardless of your situation, remaining relevant is an individual responsibility.  And it can be challenging.

I’ve written before about my dislike of the word ‘retirement’. One of the many reasons for my preference to avoid the word is because it signals an endpoint. A time in our life when we’ll stop all the hard work and move to a life of leisure filled with choice. Our choice. Our way. No boss. Bliss!

What if …

We didn’t retire.  What if, instead of retiring we simply kept on living. Fully. Completely. Engaged.

Not thinking “I’m old” because old is equated with retirement.

What if, from a much younger age, we made choices and decisions knowing that life was long. Very long. Knowing that if we retire at 65 we’ll still live for 20 or more years.

What choices would we make? How differently would we live our life?

There’s work.  Then there’s retirement.

When working we remain relevant because we have purpose and meaning. There’s a reason to get up each day. At work people want us because of our knowledge, skill, or experience. We receive phone calls, emails, and invitations. Invitations to lunch. To Melbourne Cup events. To Christmas functions. Our birthday might be celebrated in the office with a cake. People notice when we’re away for an extended time and are usually grateful for our return. We’re valued. And all we have to do is show up to our workplace. Easy.

In retirement, this can all disappear. There is no office. The phone calls, emails, and invitations diminish. Whether or not we get up each day may not be noticed – by anyone.  Unless we’re in a relationship or we have adult children living with us. What happens in our day must be generated entirely by us. It requires energy, effort, and self-motivation. Less easy.

In a youth- focused culture, relevancy can feel even more challenging. Combined with an increasingly technology, digital driven world, becoming and remaining digital-savvy may also seem overwhelming.

Given this challenge, what are the options?

3 ideas for retirement relevance

In a recent podcast interview with SBS, I suggested that it was essential we all continue to learn and educate ourselves to remain relevant. Whilst the podcast was particularly focused on the disparities between millenials and older workers, those interviewed provided practical actions for reducing the gap. As I’ve said before, generational labelling was also suggested as divisive and not overly useful as a way of identifying groups of people.

Bridging a generational gap requires understanding and a willingness for both younger and older people to learn from each other. An openness and recognition that there is more than one way to do anything. And that attachment to “our way” or the “right way” limits the possibility for new ideas, innovation, and creativity.

Intergenerational relationships are crucial for us to age well. Consequently, building them into our lives is essential.

The 3 ideas?

  1. Continue learning. Whether that be through Open University, U3A, TAFE, University, free online MOOC’s, or by attending events at your local library. Foster a thirst for knowledge.
  2. Participate in community activities or hobbies where you’ll also meet and befriend younger people. Community gardens, bush regeneration, environmental or animal activist groups, book or film clubs. If there’s not one in your neighbourhood, create one.
  3. Be open. Say “yes”.

For inspiration on how to age we have role models in Judy Dench and Jane Goodall. One thing’s for sure. To remain relevant in retirement requires us to reject age stereotypes and embrace our whole life – from start to finish.

 

Photo by Benjamin Davies on Unsplash

 

Click here to subscribe

3 reasons to take a parent or older person to work for a day

Taking a parent to work for a day sounds like something we did in primary school. Certainly not something we would do as adults. So, taking our parents to the office or our workplace for a day – really?

Invisible boomers

It’s well known that baby boomers often feel invisible. Ignored by marketers and advertisers they can also struggle to get jobs as employers consider them “too old”. The perception tends to be that turning 50 is the start of a slippery slide downhill towards physical or cognitive decline. To being old.

However, the reality is quite different. Baby boomers, and beyond, are an active, engaged, experienced, interested, interesting, technologically literate, and wise group of diverse individuals. Despite greying hair, wrinkles, and a slight slowing down.

Our challenge is to close the gap of understanding between younger people and baby boomers and beyond.

In her book The Joy Luck Club, Amy Tan writes:

“When my daughter looks at me, she sees a small old lady. That is because she sees only with her outside eyes.” 

Oh to be seen beyond initial impressions formed by our outside eyes.

To be seen. To be understood. To be heard. To go beyond external appearances and first impressions requires a willingness to learn and understand.

3 reasons to bring a parent to work

The 3 reasons to bring a parent to work for a day:

  1. To remove the invisibility cloak. Baby boomers and beyond can and do contribute significantly to our communities and our lives. Invisibly. It’s time to create visibility.
  2. We’ll all be older one day. Now is the time to start changing cultural conversations about being 50 and beyond.
  3. As Lyndon Johnson suggested,

“If we are to live together in peace, we must come to know each other better.”

Why?

In a culture that seems to revere youth and millenials, why bother?

Because we’ll all be over 50 one day. Hence, the attitudes and beliefs we have about what we’ll be doing, and imagine life to be when we’re older influences how we age.  They also influence how we perceive those we may currently consider “old”. We fulfil our highest expectations. Equally, we place those expectations, those beliefs about being older, on others. As Bruce Lee so eloquently suggested,

“As you think, so shall you become.”

Given we all age, it’s time to change attitudes today so that ageism and age discrimination don’t remain into the future. After all, lifespans are becoming longer, so the desire to remain an active part of the workforce and the community well beyond 50 will only grow. Shifting entrenched cultural and organisational attitudes and behaviour is key. One way to achieve change is to bring generations together.

How?

Hollywood did it in a light-hearted way with The Intern. I love this demonstration that shows how bringing younger and older people together to gain understanding – even for a few minutes – completely changes attitudes and perceptions of what “old” is. However, this idea from NBC Universal for a ‘Bring-your-parents-work-day’ is a practical way of mixing generations for greater understanding.

This innovative idea enables young people to show off what they do by bringing their parents into their business environment. In a world where parents and children don’t necessarily live in the same town, an extension of this idea is to bring an older person you know with you to work for that day. And, whilst it is only a day, it does change the age ratios momentarily and provides the opportunity for increased understanding.

Done well, who knows what we could create or the contribution that each could make to the other? At a minimum, it would at least bring generations together as a community. And that could be the start of a conversation that creates the ripple for change.

Click here to subscribe

Forget Generation X, Y, Z, and Baby Boomers

Generational labels that divide.

Population divisions based on the year we are born.

What if we removed the labels and simply met each other as people, with a variety of wants, needs and challenges that span age?

What would happen to the smashed avocado debate then?

Read more

Innovating ageing. Together.

5 hours.

That’s how much our life expectancy increases every day.

Thus, our lifespans are longer today than at any other time in history. So what does this mean for us?

Innovating ageing. Together.

Read more

Intergenerational job sharing. Dreaming?

A recent report by PwC reveals that increasing employment rates of those over 55 years could add $78 billion to the Australian economy with 83% of this gain attributed to better employment of the 55-64 year olds. What are the implications of this?
Read more

Journeys

I love long distance train travel.  I love the clickety clack of the wheels on the rails. I love the ever changing, spectacular scenery of the Australian countryside and coast. I enjoy the time to sit and relax. And, I enjoy the people that I meet. Recently I travelled from Sydney to Taree by train. On my return from Taree I met Gail. I was humbled and inspired by her story …

Read more

Occupy age: The movement against ageism

I’m enjoying becoming older.  Not only am I enjoying my life today I’m looking forward to the years ahead as I become even older. I’m curious about what is yet to unfold, yet content to be living in this moment.  I meet many others who feel the same way and numerous others who see the future as one primarily of physical and potential cognitive decline with nothing really to look forward to or plan for in their lives. I believe that enjoying becoming older is something that’s possible for everyone providing we think differently. Needless to say I was delighted when I made this discovery.
Read more

We’re not too old! 5 Facts of an Older Worker

Whilst some of us are keen to finish work and never go back, many others (including me) enjoy working and want to continue doing so beyond 55 or 65. Although we can feel discarded and made to question our relevance and value in organisations, older workers have lots to offer. Working also has health benefits. But why would anyone bother hiring an older person?

Read more

The problem with retirement is …

that according to the Oxford English dictionary, retirement means: ‘The action or fact of leaving one’s job and ceasing to work’, or ‘the period of one’s life after retiring from work’. Why is this a problem?

Read more