How do 18-25 year olds perceive customer communication?

I had the opportunity to attend a conference at the Trophées de l'Editique (TDE), a gathering of Document Output Management (DOM) players in France, hosted by the junior company of Grenoble Ecole de Management on the relationship between younger generations and customer communication. It was very inspiring to see that companies like NAELAN can help service companies perfectly meet their expectations while also responding to those of their parents and grandparents.

How are 18-25 year olds redefining customer communication?

Young people aged 18 to 25 leave home to study or start working, buy equipment and take out insurance. This is a key stage where they become customers of banks , insurance companies , telecom operators , energy suppliers and public bodies . But their relationship with customer communication is very different from previous generations. And not only because they only go to the mailbox once a month according to them ;-)

Their relationship to communication channels

• 📬 Postal mail : It's perceived as slow, inconvenient, and sometimes unnecessary. According to La Poste, only 15% of 18-24 year-olds say they prefer to use the mail for their business dealings.

• 📱 Digital is their norm: they want to receive and manage everything via email, mobile apps, SMS, or customer portals . 85% of 18-25 year-olds say they prefer instant digital communication over mail.

• 📞 The telephone is still used, but mainly to resolve emergencies. They much prefer digital writing to trace and review exchanges.

Environment, security and privacy

This generation is particularly attached to 2 points:

🌍 The environment : This generation is sensitive to its ecological footprint. Paper is often considered wasteful, even though studies show that the carbon footprint of postal mail is lower than that of digital communication. But it's a matter of perception...

🔐 Privacy and security : Data scandals have left their mark. 72% of young adults say they are concerned about how their personal data is handled (source: CSA/Harris Interactive). They expect transparency, clarity, and compliance with the GDPR.

What this means for organizations

Banks, insurance companies, telecoms, utilities and the public sector must adapt their communications to:

• Reduce paper and favor digital.

• Segment communication : a young adult does not expect the same information as a retiree or a senior executive.

• Ensure security and compliance to inspire trust.

• Simplify the digital experience : seamless journeys, smart forms, interactive documents accessible on mobile.

How NAELAN helps meet these challenges

For more than 30 years, NAELAN has been supporting its clients in developing their communications thanks to its CCM , Proposal Management and Contract Management solutions .

With our tools, businesses can:

• Personalize their documents and messages based on the customer's age, profile and expectations.

• Automate the creation and distribution of multi-channel communications (email, SMS, portal, mobile).

• Ensure regulatory compliance and data security.

• Reduce costs and your ecological footprint by limiting paper to what is strictly necessary.

In short, we enable organizations to communicate differently by population segment , in a simplified and secure manner.

Conclusion

18- to 25-year-olds are the customers of tomorrow. To attract and retain them, companies must reinvent their communications: more digital, more responsible, and more secure.

NAELAN is the technological partner that makes this evolution possible.

👉 And you, are your communications already adapted to this connected generation?