Last mile.......

It is said that the first step / mile is the most difficult one to cover, while I can say the same about the last step / mile as well....

As the business management professional inside of me awakens, am compelled to think...all the marketing lessons (literal or otherwise) have always taught us to ensure that the first 'touch-point' experience is the one that matters the most. One must concentrate energies to deliver an awesome first experience..how about the aftertaste of a brand promise?

Take a walk down the memory lane with me - amazing hotel, great food, awesome presentation of the fod, good music, lovely ambience...super fast billing...and then the wintery chill of Delhi shackles your backbone from beneath as you wait endlessly for your car to arrive from the parking lot....

situation 2 - you call the water purifiers to install the machine in your house, they explain you everything to the tee, they are well mannered, not smelling (believe you me, came across as strong driver of consumer experience in one of the researches are i did in my previous organization), they heard you well.....but when they left your kitchen was a mess!

situation 3 - installing broadband connection at your home - best plan suggested- fast speed - well mannered - and just when you are about to work on the computer, a pin bites into your flesh (carelessly left there by the installation enginner)

bottomline - while you may never get a second chance to make your first impression, what stays with the consumer is always the 'last experience' he had...that can make or break your brand preference scores

Think about it!