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

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
Open Access BPO1 day ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO2 days ago
Among other benefits, ๐—ฐ๐—ผ๐—ป๐˜๐—ฒ๐—ป๐˜ ๐—บ๐—ผ๐—ฑ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป monitors and reviews user-generated content to:
โ€ข ensure the safety of customers;
โ€ข combat spam and potential scams;
โ€ข prevent misinformation and fake news;
โ€ข boost user experience; and
โ€ข cultivate an inclusive community.

๐—•๐˜‚๐˜ ๐˜„๐—ต๐—ถ๐—ฐ๐—ต ๐—ฐ๐—ผ๐—ป๐˜๐—ฒ๐—ป๐˜ ๐—บ๐—ผ๐—ฑ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—บ๐—ฒ๐˜๐—ต๐—ผ๐—ฑ ๐—ถ๐˜€ ๐—ฟ๐—ถ๐—ด๐—ต๐˜ ๐—ณ๐—ผ๐—ฟ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO3 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO