The Peak-End Rule
There is some fascinating research that illuminates the times when a customer or client will be most apt to remember and judge the experience with your company or team. Those few times are THE times that cause the customer to think your product or service is valuable – and, more importantly, to “buy” it again.
This tutorial will map out those times and show you what to do to leverage the moments. Interestingly, you don’t have to have EVERY moment be a perfect experience, just certain ones surrounding so-called “peaks” and the “end” of the customer’s experience.
When a leader and team pay attention to the findings in this research, utilize the learning, and maximize the “peak-end” experience, they reap a greater degree of success.Read more