The Importance of First Impressions on the Customer Experience

by | Jan 26, 2014 | CRM, Customer Support

Nothing defines the importance of first impression better than the maxim, “You only get one chance to make a first impression.”  A first impression is has an extensive impact on customer experience, your brand image as well as your market share.

A first impression may be carved over a phone call, troubleshooting helpdesk or in person. Social CRM as a creative customer support tool plays an important role in delivering a positive first impression.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

A positive first impression leads to a positive customer experience, which results into a series of business interactions. If the customer experience continues to be consistent, it is likely to result into customer loyalty.

An estimated 25% of the customers who have had a positive customer experience the first time stay loyal to your brand for up to 2 years. Approximately 85% of happy customers would recommend your brand to others, which helps increase your customer base, sales and profits.

On the other hand, a negative customer experience causes clients to speak about it over social media. Things turn even worse when you don’t have a robust social CRM strategy. An estimated 48% of unimpressed customers share the negative customer experience with others, making you lose prospective customers.

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