When was the last time you recommended a product or company to a friend? What made you do it?
In my experience, it's the last interaction that prompts us to share our experience with others. The surprise element (good or bad), that sticks in our minds. The companies which delight us, by validating our decision to spend our money with them. Those products, which exceed our expectations and make us feel like we got a bargain. It's the unexpected care and attention that becomes our dinner party story, not the glossy sales brochure or the flashy website.
Often companies are so focused on making a good first impression, that they forget what happens beyond the initial sale. Lead generation is always on the Marketers agenda, with after sales service way down on the list of priorities.
As the world gets more social, it's relatively easy to 'like' something on Facebook without risking our reputation, but it's the contacts we share on a one to one basis that really show our loyalty.
What could you be doing to make a lasting impression?