Your customer’s view of your brand is often based on first impressions. You can make or break it in those first 10 minutes.
If those moments don’t go well, the customer is probably too angry to be pleased by anything else you do. Examples:
- Retail: Did someone say hello? Was parking easy? Was the shopping cart obvious and clean? Is there someone to offer directions?
- Hotel: Was there a drink of water and a snack at check in? A place to plug in my PC? Could I get on the internet?
Go through your entire customer experience and remove every hassle and obstacle from first contact to 10 minutes in.