Which is most important: the first impression or the last impression?
As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression?
Let’s think for a moment about the customer experience lifecycle. If we think at that high level and consider when the customer first becomes aware of your brand/products: Did he hear a good story or a bad story? Which would you prefer he hears at this point?
Consider when the customer walks into your store, goes to your website, or calls you by phone. Was that a pleasant experience? Was she greeted with a warm, friendly smile and “hello?” Was the entrance clean and uncluttered? Was the website intuitive?
Those are all first impressions. What is the first thing that you want your customers to know or to see about your brand? I can guarantee you that it’s something positive. If it isn’t, then the chance that they’ll pursue the purchase or a relationship is slim to none. No. Let’s just call it as it is; the chance is none.
Now let’s think about the other end of the customer experience lifecycle. Consider when your customers are canceling their subscriptions or memberships or when they decide not to renew their product licenses. How do you handle that? Do you say “good-bye” with grace? Or do you rake customers over the coals and force them to pay crazy termination fees – or worse yet, simply don’t let them out of their contracts and continue to deduct monthly fees?
Consider when the customer has finished his purchase on your website or is hanging up with your customer service agent. Does the agent thank the customer for his business, or does he simply hang up before the customer does? After the online purchase, does the customer get a confirmation page with a clear message stating that the order has been submitted, or does she get an error page or a redirect to some other page that has nothing to do with the transaction just completed?
Those are all last impressions. How do you want the customer to remember you when it’s all said and done? Do you want the customer to do business with you again in the future, should the need arise? Yes, of course.
So, which one leaves a lasting impression?
Honestly, they both do. The first impression sets the tone for what lies ahead; it sets expectations. The last impression is what we’re left with; it’s probably what we’ll remember most about a brand.
You won’t get one without the other. There won’t be a last impression if you don’t get the first impression right. You know what you need to do.
You never get a second chance to make a first impression. -attributed to both Oscar Wilde and Will Rogers
Will the Fed Cut Rates?
How to Grow as a Financial Services Marketer
Why Companies’ CSR Efforts Fail
Manage Like a Coach Not a Boss
What Does the Fourth Industrial Revolution Mean for Healthcare?
Are You Building Your Path to Greatness?
The Top 7 Paying Cybersecurity Careers
Every Action Has An Equal And Opposite Reaction
Cracking the Code to Customer Devotion with Shawn Moon
How To Improve Productivity In The Workplace
Equities13 hours ago
These 4 Stocks Are Pointing Higher
Development13 hours ago
6 Things Banks Taught Us About Building A Super Profitable Business
FinTech13 hours ago
The Logic of Digital Change
Permission to Succeed2 days ago
A Liquid Commodity for Diamonds with Cormac Kinney
Building Smarter Portfolios2 days ago
Why Insured Municipal Bonds Make Sense Today
Advisor Marketing2 days ago
Why You Should Treat Your Content Like Atoms in Financial Services
Development4 days ago
Do You Understand the True Value of Advice?
Advisor Marketing4 days ago
How Often Should Financial Advisors Blog?