Have you ever watched a film and as it plays find yourself thinking, “wow, what an amazing special effect, I wonder how they did that” or “NO, don’t go in the house, he’s in there with a knife!” Did you know that Hollywood craft every single moment of their movies to an exact formula, that every incident, special effect, twist in the tale is laid out to the exact same page number, every time? Check out http://www.wikihow.com/Write-a-Hollywood-Blockbuster
Those that are genius at it like Steven Spielberg are able to craft an amazing movie experience with a great ending to leave us exiting the movie theatre on a high. But think about those movies you saw that didn’t have a great ending. What did you say about them when asked…. “it was ok but the ending was rubbish, so don’t bother seeing it!”? Probably 95% was great but that last 5% wasn’t good enough to really win you over, and promote the movie to a friend. Relate that to the customer experience you deliver in your business. Are you carefully crafting that journey for them, ready to send them out on a high, so they promote your business to a friend?