Last month we wrote about the factors that drive millennials to interact with brands – including engagement via mobile, valuing loyalty, and the “cool” factor. Brands like Starbucks who have successfully engaged with millennial customers speak to millennials in their own language and on the platforms they use, whether Snapchat, Twitter or, theSkimm. In fact, a recent study by Penn State found that when customer service agents use emoticons in their responses, the customer....