Improving the customer experience through the ‘peak-end’ rule

March 29, 2013


If you take a moment to understand the idea, you have an opportunity to reevaluate and transform your retail customer experience in ways that could go a long way toward creating an ideal customer perception, and profitable customer behavior.

The preceding quote is from the latest “DFS Global L&D e-Blast” article, “The ‘peak-end’ rule: Can it transform your customer experience?”, by William Cusick, President of Vox Inc. and the author of “All Customers Are Irrational:  Understanding What They Think, What They Feel, and What Keeps Them Coming Back.”.

In this October 23, 2009 article, the author describes a simple technique that makes use of human psychology to maximize customer experiences.

At DFS we are keenly interested in understanding how we can create emotionally engaged customers.  The ‘peak-end rule’ can help us along that path.

More from the article:

It’s about having the right perspective, and taking advantage of a chance to create memorable experiences for your customers. The reward is higher retention and higher profits.

Read the short article to learn more!


Mike Osorio, your Dare to be Contagious™ strategist

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