To many marketers, the peak-end rule, as described by Nobel laureate and father of behavioral economics Daniel Kahneman, is a familiar concept. But its far-reaching implications aren’t widely
understood. The peak-end rule is—and should be—the heart and soul of customer experience design.
Customers don’t consciously calculate the net effect of a brand experience. Their strongest emotional reactions, both positive and negative, are all that counts; average experiences won’t win customers.
Learn how to earn loyalty through a peak customer experience.