Seth Godin has an interesting post about why your last impression with a customer is more important than the first (you know the old adage “you never get a second chance to make a first impression”).
He’s right, and I thinks its really about making every interaction count across your organization. When you consistently deliver you build credibility with your customers that leads to repeat business and the word of mouth marketing that Seth talks about. You may have a “great” sales team that wows your prospect on the first sales call, but if the rest of your team can’t deliver on these expectations then it doesn’t really matter.
This theory applies in mass when you look at a contact center where a customer may be calling (or emailing or chatting) with an agent about anything from placing a new order to questioning a billing issue. Its important to focus on every aspect of this interaction, from how long the customer sat in queue, to how long the agent left them on hold, to how professional and knowledgeable the agent was.
Sometimes you never know when the current interaction will be the last.
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