Brands should focus on the importance of first impressions in customer service

New Ideas in MarketingEssential news for marketers, summarised by YouGov
August 02, 2019, 5:37 PM UTC

A positive first impression will always bring back more customers to the brand.

This piece states that one of the most crucial things brands need to consider is the way their employees behave when they have direct contact with the customers. The company-customer relationship directly reflects on the success of the business.

Organisations need to ensure that their customers get an immediate response in lieu of a query or product-related problem so that they don’t feel ignored or get frustrated. Unlike telephonic conversations, face to face interactions require extra care as all small elements like body language, and facial expressions speak for the executive.

Customer service agents should express professionalism and seriousness to build a reputation for the brand. The author suggests brands should show respect to customers to retain them and gain new customers.

Read the original article

[3 minute read]