The Long Finish — Source: Pertlink Limited
In this AI-augmented discussion, Terence Ronson uses the concept of a “long finish,” commonly associated with wine and food, as an analogy for the overall customer experience. Ronson argues that harmful end-of-experience elements, like complex hotel checkouts, can overshadow previously positive aspects of a customer journey. This suggests that the final interactions a customer has with a business significantly impact their overall perception. Therefore, companies should pay close attention to all stages of the customer journey, especially the concluding ones, to ensure a positive and lasting impression.
About Pertlink Limited
Pertlink Limited commenced operations on October 23rd 2000, and as IT Consultants exclusively caters to clients connected with the hospitality industry, helping them work through the maze of new technologies. Not only is Pertlink strategically placed to serve the industry from its headquarters in Hong Kong, it has been internationally recognized by numerous organizations as a global reach company helping the industry through its unique and unparalleled network of people who have vast expertise in the Hotel and IT industries. The team behind Pertlink, whose collective knowledge will be an asset to any company – will help maximize a Hotel’s guest experience making it a positive one through the way technology is developed, marketed and used in the Hotel industry.
Terence Ronson
Managing Director
Pertlink Limited
Guest Experience 
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