If you’re like most people, you probably think of the waste and recycling industry as one that’s entrenched in tradition.
After all, it’s an industry where the customer experience has generally been little more than an afterthought for years. But that’s changing.
In this blog post, we’ll explore some of the key trends in the waste and recycling industry that you should pay attention to in the coming months – even years. And they all lead back to customer experience.
So, whether you want to work in the waste and recycling industry or are simply interested in it, read on!
Rise of the millennials
As the largest generation in history, it’s no surprise that millennials are having a sizable impact on customer behavior trends in almost every sector – and the waste and recycling industry is no exception.
Born between 1981 and 1996, millennials are now aged between 26 and 41. And they’re quickly becoming one of the most powerful consumer groups around the world.
The waste and recycling industry is starting to see the rise of the millennials and their impact on business. For one thing, this generation is 60% more likely to engage with brands that they feel are taking care of their employees and having positive societal impact.
Increased demand for convenience and sustainability
Additionally, the customers of today are 40% more likely to spend their money with companies who work hard to mitigate their negative effects on the environment.
In our industry, that means transparency in environmental reports, clear sustainability goals, and innovative ways to “recycle” – like converting landfill gas into energy, for example.
And as everyone becomes more and more time-strapped, consumers are increasingly looking for ways to make their lives more convenient. This trend is starting to show up in the waste and recycling industry in form of using mobile apps to set weekly pickup reminders, the rise of online storefronts, and more.
Customers want products that are easy to use and services that have minimal impact on the environment. This is especially true for the up-and-coming demographics – which means this trend isn’t going anywhere anytime soon.
The power of digital engagement
In today’s world, digital engagement has become one of the most powerful tools that consumers use to make purchase decisions. And purchasing waste and recycling services is no exception.
Waste management companies are now starting to focus on their online reputations, and many are going above and beyond by offering multiple avenues of digital communication for their customers.
Chat bots, mobile apps, dynamic website forms, and live agent messaging are all going to play a part in the world of waste and recycling. Consumers want to be able to interact with brands on their terms, and they’re more likely to do so through digital channels.
Emergence of new technologies
New technologies are starting to emerge that are also changing the way we think about waste and recycling. And this is also having a big impact on customer experience.
One of the most notable examples is the rise of safety-focused technology. For example, video telematics and alert systems that are easily being installed in fleets directly impact pedestrian safety and driver productivity.
And that’s just one example. From drones to artificial intelligence, these technologies are making it easier and more efficient for us to collect and recycle waste. And this has a direct impact on our customers’ perception and expectation of us.
Importance of employee retention
With the rise of new technologies, it’s essential to have a workforce that is trained and able to use them. Additionally, customers are more likely to engage with brands that they feel have a good reputation – which means quality customer service.
Because of this, it’s no secret that employee retention is also becoming increasingly important in the waste and recycling industry. And that retaining employees who are knowledgeable about the industry can play a big role in improving customer experience.
Waste and recycling businesses are now starting to focus on employee retention as a way to directly improve customer satisfaction. The increase of training and development opportunities, helpful technology-centered courses, and whole departments entirely focused on customer experience are trends that are only going to increase in our industry as time marches on.
The bottom line is customer experience in the waste and recycling industry is evolving, and companies need to be aware of trends like the rise of millennials, the increased demand for convenience and sustainability, and the power of online engagement if they want to remain competitive. New technologies are also changing the way we think about waste and recycling, and employee retention is becoming increasingly important.
By staying up to date on these trends, brands in our industry can ensure that they’re providing the best possible experience – both for employees and for customers.
If you want to play a part in shaping the future of our industry, then we want you on our team! Apply today at https://careers.wasteconnections.com/. We’ll see you there!