TRATEGICALLY POSITIONED IN BETWEEN THE REMARKABLY FILMED FLIGHT
sequences and breathtaking cinematography of the “Top Gun” sequel 36-plus
years in the making are lessons Preston Herrin says today’s marketers can learn
from. What “Top Gun Maverick” delivers more than anything else is what happens
when sheer anticipation meets head on with the undeniable reality of invaluable
customer experience. Herrin, founder and Managing Director of management
consulting firm HCG Inc., says that delivering what your customers expect above
and beyond the call of duty is priceless.
“I believe you can view a great customer experience as you would an engrossing
movie,” Herrin says. “Good movies draw you in early and hold you with an
intriguing plot, entertaining dialogue and believable characters. They are immersive and refreshing in an
entertainment era where quality production has become an afterthought.”
Herrin says that customer experience in business succeeds or fails for similar reasons that movie
productions succeed or fail. Customers seek an immersive experience orchestrated by authentic people
who consistently deliver. Do this well and you will build long-lasting, predictable customer relationships.
IMPACT
September 2022
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