As your loyal, core customers age, it becomes more critical to really understand younger customers. The children of the Baby Boomers, often referred to as “Gen Y” or “Millenials”, are being courted by national chains. And as the first group of Millenials turns 30 this year, it’s past time to pay attention to these 80 million potential customers.

Most retail businesses in America believe that they offer good customer service, but in reality, the opposite is probably more accurate. Why? With the daily demands of performing repetitive tasks in a highly productive environment, employees are often oblivious to customers and their needs.