Customer retention starts on day one.

This means that the onboarding phase with a customer is critical.

First Impressions Matter partners with you to design an onboarding process and experience that engages customers, reduces churn, and builds loyalty from the very start.

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86% of customers will remain loyal to a business that invests in a welcoming and educational onboarding experience.

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For fast-growing startups, onboarding is an incredible opportunity that can separate you from your competition.

However, building a world-class experience can be challenging – especially when you’re juggling a million different priorities.

Together, we can transform your onboarding process into a powerful retention engine.

Our signature service helps you understand and upgrade your customer onboarding from the inside out.

We start with a 10-metric assessment of your current process, then deliver a custom workflow and toolset to improve retention within the first 90 days. You’ll walk away with:

Full Onboarding Audit & Friction Point Analysis

Pinpoint blockers → remove churn risks before they spread.

Redesigned Onboarding Workflow Map

See the journey clearly → streamline touchpoints and drive adoption.

Easy-to-Use Guidance Documents

Simple playbooks → consistent execution without overwhelming your team.

Communication Templates

Ready-to-use messaging → faster responses that build trust from day one.

Final Report & Recommendations

Your game plan in one place → actionable next steps and long-term wins.

First Impressions Clarity Kit™

Onboarding 101 → confident decisions as you scale and refine.

Are you ready to invest in a great first impression?

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Step 1: Take the Onboarding Health Assessment.

This assessment takes a snapshot of your current process.

Take the Quiz
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Step 2: Book your free 30-minute consultation.

After you complete the assessment, you’ll receive a link to my Calendly to schedule a call.

You’ll also receive an email from me digging deeper into your results and offering some preliminary insights to guide our conversation.

Hi, I’m Emily Duncan.

I’m a Customer Success Strategist and the founder of First Impressions Matter with over a decade of experience designing onboarding and retention programs for startups, nonprofits, and federal public health agencies.

I created First Impressions Matter to help mission-driven founders build a customer onboarding process that delivers a standout customer experience from day one.

With my data-backed, metric-driven framework, we’ll complete a focused three-week sprint to deliver the tools and processes your team needs to boost retention in the first 90 days.

First Impressions Matter will streamline your workload, cut wasted effort, and create an onboarding experience that keeps customers engaged and loyal.

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