Employees Of All Ages Think The Customer Experience Is Poor

Employees of every generation think their business handles the customer experience badly, with 70 percent of Baby Boomers and 60 percent of Millennials agreeing with this statement.

On a brighter note, nearly two-thirds of Millennials and Gen X employees give their organization high marks for using social media to engage customers.

The majority of Baby Boomers also appreciate the extent to which social media can help a business form stronger bonds with customers, but seemingly find it harder to see how social media can be leveraged to resolve shortcomings in the customer experience.