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.
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