Peak-end Rule: The psychology of an unforgettable customer experience

87% of organizations say traditional experiences no longer satisfy customers. So how do you build a CX that will stand out from the crowd?

Photo by Alejandro Alvarez on Unsplash

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

— Maya Angelou

The problem with a traditional customer experience

According to Accenture, 87% of organizations say traditional experiences no longer satisfy customers. A “good” experience is ok, but for your brand to break through with customers, it needs to stand out.

An unforgettable experience means customers talk about it. They recommend it, and prefer it. In short, being unforgettable drives your bottom line.

The science behind creating an unforgettable customer experience

How do we create an experience that stands out?

First, it helps to understand how our brains create memories.

Nobel Prize-winning economist Daniel Kahneman explored this subject in a study about how people remember pain. He asked…