A

As you think about the customer experience, which impression has the most effect: the first one or the last one? Which one is the lasting impression?

‘When you find him, come and tell me so I can worship him, too.”

For those of you who are improvement practitioners, are you satisfied with the organizational results of your efforts?  I have a feeling most of you would answer, “Far from it,” and would almost unanimously feel that you could be  more effective.