Raytheon CEO Bill Swanson, in his unpublished manuscript, Swanson's Unwritten Rules of Management, makes this observation about human nature:
"You remember 1/3 of what you read, 1/2 of what people tell you, but 100 percent of what you feel."
BOTTOMLINE: What customers are most likely to remember about you is their emotional reaction to working with you. One bad experience can make the difference. Fortunately, the opposite is also true. One great experience can make a relationship last -- for the long-term.