The Great Gen Z Gaze
Gen Z’s Lack of Service Aptitude Infuriates Customers
Some are calling it the “Gen Z gaze”. Recently, on the platform X, older generations complained about the lousy customer service they are receiving nowadays, mainly from the younger generations. X user @pbprot shared a post that gained over 1.7 million views and started a firestorm of back-and-forth opinions.
Why are the younger generations weak at customer service?
As a society, we are now relationship disadvantaged. A 2024 study found that 40% of adults go three or more days without a single face-to-face conversation. This suggests many people today may have fewer than one in-person interaction per day.
The so-called “friendship recession” describes a long-term trend: since 1990, the share of people with 10+ close friends dropped from 33% to 13% in 2021. Fewer close social ties likely mean fewer daily interactions. Teen habits also changed dramatically: whereas teens in the ‘90s typically hung out in person regularly, only about 25% of teens today spend time with friends outside school daily.
Detailed time‑use surveys from decades ago suggest people spent 1–3 hours daily in social interaction, often face-to-face, likely several meaningful interactions daily. Today, many people likely fall well below that once-common daily social threshold—some even go days without a real conversation.
Research underscores that face-to-face interactions are more vital for mental health and well-being than texting, calls, or Zoom. Many psychologists argue we’ve lost valuable in-person social time compared to previous generations.
*Related – The Most Effective Way To Train Gen Z On Customer Service
Bridge the generational gap and boost your brand by training your employees in the lost art of real customer connection.
Book a complimentary advisory call with a DiJulius Group expert today. You’ll learn how to empower your team, consistently create exceptional experiences, and, ultimately, build a culture that keeps top talent and loyal customers coming back.
