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Sahl Monday,28 Jul 2025

Many e-commerce store owners believe that a customer doesn't begin to evaluate their experience until they visit their website and view the products... but is this true?
The journey begins seconds before they even enter your website!
From the moment they see your store name in an ad, open your link from a search engine, or even see a tweet or post on Instagram, they begin to form a mental image of you.
In this blog, we'll explore the factors that influence the "customer experience before the visit," and how to prepare your store, content, and communication to create a first impression that will keep the customer on the road to the end.
1. The appearance of your social media accounts matters more than you think
Imagine a customer finding your ad on Twitter or seeing you on Instagram, and opening your page... If they see your last post from three months ago, or if they see scattered photos with no clear identity, they'll say, "What is this store? It looks abandoned!"
The solution:
Activate your accounts, upload content regularly, and maintain a unified visual identity, from the logo to the colors to the font.
2. Your store name and URL have a direct impact.
If your website URL is complex or full of strange characters, your customer will feel unprofessional. Conversely, a simple URL and a clear name give a positive impression.
Example:
www.sahlstore.com is much better than www.shopxyzk12.com/id=234?ref=xyz
Solution:
Keep it short, and make your domain name easy to remember and trust.
3. The format of your ad or post determines your customer's initial impression.
Ads with low-quality images, pixelated designs, or repetitive, generic language won't attract attention... and may even give the impression that you're selling substandard products.
Solution:
Invest in ad design. Make sure the text is clear, the image is attractive, and the message is direct.
4. Site speed from the first click determines the fate of the visit.
When a customer clicks on a link, they start calculating... If the site is delayed for 3 or 4 seconds, there's a good chance they'll leave and go to another store.
Solution:
Make sure your website loads quickly, especially on mobile, as most visitors come from mobile devices.
5. Your Google Results = Trust or Doubt
Have you ever tried typing in a store name and the first result on Google was an unofficial-looking website? Or received negative feedback from previous customers?
This is where a customer's perception of you begins even before they visit you.
Solution:
Work on search engine optimization (SEO), stay ahead with clean, clear results, and place your links at the top of the page.
6. Prompt Response = Golden Impression
If a customer writes to you on WhatsApp, Snapchat, or Instagram asking:
"Do you ship to Riyadh?"
and you ignore their question for four hours... they'll then move on to your competitor without returning.
Solution:
Enable an auto-response, or have your team ready to respond quickly. People evaluate a store based on the service interaction, not just the appearance of the website.
7. Reviews and off-site word-of-mouth determine purchasing decisions.
Twitter reviews, Snapchat experiences, Google reviews—they all play a major role in shaping your store's image.
The Solution:
Ask customers to rate their experience, share positive feedback, and respond politely and professionally to any negative comments.
Don't wait for a customer to visit your site before you start taking care of them.
Their journey begins the moment they first see you, whether in an ad, a post, or even from a friend's recommendation.
If their first impression is excellent, they're more likely to continue with you, buy, and come back later.
But if you ruin the image from the start, even if you have the best website, they'll leave before even getting to the product.