Principle 1: Impression

Le résumé fourni par la source

Every customer has an Impression of every encounter experienced, and can describe and file each of these Impressions under one of three classifications: positive, negative, or neutral. The individuals and the companies who provide indifferent or mediocre service leave the Impression that you are simply not important enough to them. The Impression is so important because it is the epicenter that drives every infection of the customer relationship. Every time a customer has any type of contact with any aspect of your business, the customer forms an opinion. Impressions are the template of how much an organization and its people really care. Disney has become the expert at creating exceptional Impressions at every juncture of the Experience at a Disney theme park. Disney operates according to the maxim that virtually everything the public or the customer sees must be choreographed and finely tuned.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.