You and your employees are the face of your company and its brand. As the ones who interact with customers every single day, your employees’ appearance, behavior, and communication, both online and offline, can make a significant impression on their customers.
Employees often assume that a company’s success is exclusively determined by its product quality, marketing materials, price, location, or even the reputation of its CEO or other top-level executives, but obviously, that’s not true.
Instead, employees at every level, whether they interact with others directly or indirectly, need to also understand how much they will impact their company’s bottom line.
Leadership and guidance on the importance of first and lasting impressions and how they affect the customer experience are essential to ensuring that all employees understand their roles and responsibilities in protecting and promoting the brand.
By providing training on how to make an outstanding first and lasting impression, you invest in making your employees more brand- and reputation-conscious. Thus, they are more likely to act and communicate in ways that reinforce the company’s desired corporate image and business success.
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Your company’s customer base is its most valuable asset. Every employee interaction with a customer shapes their perception of your brand and influences the likelihood that they will buy, return or recommend it to others.
Only one bad customer experience can cause customers to take their business elsewhere. Your employees may jeopardize the customer experience by failing to focus on their relevance at every single touchpoint.
Your company’s ability to retain customers is adversely affected if your employees do not provide a memorable and positive experience to its customers.
The effectiveness of your sales is determined by the ability of your employees to establish trust and credibility with potential customers instantly.
Poor first and lasting impressions will negatively affect your sales because customers are less likely to buy from you if they perceive your brand negatively.
Your revenue will decrease if there is a decline in sales due to employees who are unaware of the importance of first and lasting impressions and their role, responsibilities, and interactions in maintaining your company’s reputation.
Your company’s reputation is primarily determined by the quality of its customer service. Customer interactions that don’t exceed customers’ expectations can be detrimental to your reputation.
C-suite members and executive leadership are usually well aware of the importance of first and lasting impressions and become frustrated with employees who fail to represent the company in a positive light.
Your leadership team must set the tone, lead by example, and ensure that your employees understand the significance of first and lasting impressions. If there is a lack of respect among leaders or employees, this can trickle down to the way customers are treated.
A company’s leadership is often judged by the quality of its workforce. If your employees fail to leave an impactful first and lasting impression, it can reflect negatively on your company’s leadership.
Your employees’ morale will be reflected in their interactions with customers, bosses, and co-workers. Moreover, when employee morale declines, turnover rates rise, which is costly for your company.
A company’s ability to attract and retain investment can be affected by the way employees interact with customers and each other.