It’s true that you only get one chance to make a first impression. However, this blog tells a story to emphasise that the final impression is the most important. Whatever business you’re in, make sure that you leave your customer at least satisfied if not wowed.
At Beyond Theory our belief is that work is a force for good. We believe that work provides people with an income, a feeling of social inclusion and a sense of purpose. We also believe that people have two types of contract with their employer – the written, legal contract that specifies terms and conditions etc. and an unwritten contract which is all about how an employee feels about their employer. We refer to the unwritten contract as the psychological contract.
Every six months the Institute of Customer Service publishes its research on the state of customer satisfaction in the UK. Known as the UK Customer Satisfaction Index (UKCSI) the report provides insights into how customers perceive customer satisfaction and guidance on how organisations can improve.