If at First Impression You Don't Succeed...You Better Try Again
By Rob Rush CEO, LRA Worldwide | August 07, 2010
To begin with, please excuse my mangling of the time-honored maxim "If at first you don't succeed, try, try again" in the headline. I fear I have taken what once were innocent words of encouragement to 19th-Century schoolchildren and turned them into some vague threat.
The potential menace in my message, however, pales in comparison to that posed by disregarding it. Ignore the first "touch" you have with your customers at your own peril.
As those who have regularly read my articles know, my roots (and those of my business) are firmly in the hospitality industry. Of late, those roots have extended to other sectors where the concept of "customer experience" has proven intriguing. The combination of my hospitality background and the aforementioned growth into additional industry sectors inevitably leads to one of two questions:
"Gee Mr. Rush, we're the foremost widget manufacturer in Peoria. Can you please draw upon your wealth of experience in the hospitality industry to bestow upon us the Holy Grail of customer experience?"
"Rush, I could care less about hospitality - I'm the widget king of Sioux Falls. Can you impart some customer experience wisdom upon me...and I'm pretty sure it has nothing to do with the hospitality industry."