The First Impression is Everything. So is the Second.
The first impression you make on customers will
probably be when you acquire them. The first impression is extremely important,
says Richard Branson, but the second is equally as important.
The second time a customer usually contacts Virgin,
it’s because he or she is having problems with the product or service. How you
present yourself and your brand in these situations says a lot about how your
brand maintains good customer relationships and handles obstacles.
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