4 Customer experience ‘firsts’ that matter and how you can ace them

Faith Ocampo Published on June 8, 2017

excited business executives looking at customer experience reports

In many ways, a customers’ first encounter with your brand can define your entire relationship with them.

The very moment a customer first interacts with your brand, they will immediately assess your products, services, and performance. Everything you show themโ€”from your behavior, attitude, and personalityโ€”can influence their decision to buy and stay loyal to your brand.
Here are the four “firsts” that greatly matter to customers plus some tips on how to make a good first impression and keep them happy.

1. The first phone call

smiling customer experience specialist with team leaders

A customer’s first conversation with your customer support reps is a great opportunity to make a good first impression. Did your call center agent greet them warmly and properly? Was the customer’s issue resolved? Did they get the information they needed? How fast did the process go?

During their first encounter with your support reps, customers assess whether you can add value to their consumer journey. In this instance, you need to prove that you understand their needs and expectations.

Agents must also be aware that the first conversation is crucial in forming a meaningful relationship with customers. This would encourage them to facilitate a results-driven interaction that’s enjoyable for customer at the same time.

 

2. The first store visit

excited shopper carrying shopping bag pointing at shop window display

A great in-store shopping experience leads to higher sales and can also help promote customer loyalty. Thus, from a customer’s very first visit, don’t waste any time making a memorable impression. Greet them warmly, be attuned to their needs, and make sure to answer their questions well.

Another thing to consider is to deliver a unique customer experience. Highlight your unique features by designing your store in a way that reflects your brand’s personality. Train your sales staff on how to communicate effectively with shoppers. You may even offer some perks to visitors, such as a phone charging station, free drinks, and others.

Just remember that a pleased customer is likely to come back for more business, but a disappointed customer may forever abandon your brand.

 

3. The first website visit

businessman using laptop by office window

Customers’ in-store experience matters just as much as their online experience with your brand. These days, most consumers do their research online before buying a product or service. They might run a quick Google search, but they might also wind up on your website. In this case, you need to make sure that they’re in for a smooth online experience.

In addition to making your website easily navigable, make sure that it also contains the information that customers need. Creating FAQs pages can be especially useful to prospective buyers. You might also want to create a blog so you can regularly provide advice to your potential customers.

 

4. The first purchase

businessman purchasing paying for purchase with credit card

You might think you’ve already won a customer over after they’ve made the first purchase, but don’t be complacent. Live up to their expectations by continuing to add value to the customer experience. Follow up with them through your customer support reps, and ensure that they’re making the most out of their recent purchase. If needed, familiarize them with the features of your products and services so they can fully utilize them.

Remember, your after-purchase relationship with a customer is crucial. It can boost customer loyalty and retention, thus helping you widen your market.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Call centers are melting pots of talent, bringing together individuals from diverse backgrounds and cultures.

While this #diversity fosters #creativity and innovation, it can also lead to misunderstandings and conflicts.

Here's a breakdown of the top 10 culprits behind #CallCenter clashes: https://buff.ly/3ROnIjJ

----------
Connect with an #outsourcing firm that provides great employee training and management programs: https://buff.ly/4cfPAVu

#WeSpeakYourLanguage
#CompanyCulture #EmployeeManagement
Open Access BPO 2 days ago
At Open Access BPO, we believe in fostering a workplace that celebrates #diversity and embraces everyone for who they are. This #PrideMonth, our Davao team kicked off the celebrations with a fantastic party at 199X Coffee + Bar!

The night was filled with love, acceptance, and performances by our LGBTQIA+ teammates and allies, showcasing their talents in a celebration of Pride.

Huge thanks to Open Access BPO Davao for spreading the love and demonstrating our commitment to a workplace where everyone feels valued and empowered to be their authentic selves!

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#UnitedByLove
Open Access BPO 3 days ago
Diversity fuels success, and #InclusiveHiring is the first step!
Discover practical strategies, success stories, and the power of embracing #diversity for better innovation and growth: https://buff.ly/3VEzO17

----------
Our recruitment and training practices are meticulously designed to ensure exceptional #CX: https://buff.ly/3VC9Xqx

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity #Diversity
Open Access BPO 4 days ago
๐—” ๐—Ÿ๐—ฒ๐—ด๐—ฎ๐—ฐ๐˜† ๐—ถ๐—ป ๐— ๐—ฎ๐—ฟ๐—ฏ๐—น๐—ฒ: ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—›๐—ผ๐—ป๐—ผ๐—ฟ๐˜€ ๐—”๐—ฝ๐—ผ ๐—ช๐—ต๐—ฎ๐—ป๐—ด-๐—ข๐—ฑ | https://buff.ly/3VA9DbQ

Nestled in the remote mountains of Buscalan lives Apo Whang-Od, the revered Kalinga tattoo artist whose artistry has transcended generations. Recently, Open Access BPO embarked on a special mission to honor this cultural treasure.

More than just ink on skin, Apo Whang-Od's tattoos represent a living tradition, a connection to the past, and a vibrant expression of Filipino heritage. To celebrate her enduring impact, Open Access BPO unveiled a stunning marble bustโ€”a permanent testament to her legacy.

----------
Our leadership team's visit to Buscalan to honor a cultural icon embodies Open Access BPO's commitment to giving back.

Interested in learning more about our values?
Contact us today at https://buff.ly/3RmBJVA

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
โ€ข brands need to gain a 360-degree view of their customers; and
โ€ข brands need to satisfy a large part, if not all, of their customers' needs.

One of the best ways to do both is to implement a multichannel customer experience management strategy: https://buff.ly/3XjU7lM

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: https://buff.ly/3XdUrCo

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 4 days ago
๐—™๐—ผ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐˜€๐˜๐—ถ๐—ป๐—ด ๐—ฎ๐—ฐ๐—ฐ๐˜‚๐—ฟ๐—ฎ๐—ฐ๐˜† is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/45fTyeF

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/45mgzML

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO