Modern Business
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Modern Business

Why service businesses should focus on last impressions with customers

New Marketing Rule: You Never Have a Second Chance to Make a Good Last Impression

It seems a bit weird to be writing about an experience having your cat put to sleep by your veterinarian. However, what happened to us serves as a reminder to all in customer-facing businesses to pay attention to the importance of not…



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David Wyld

David Wyld is a Professor of Strategic Management and Consultant. Support his work and become a Medium writer yourself: