Peak-End Rule

We remember an experience by its peaks and how it ended

We recall an experience by its most intense point and its end, as opposed to the total sum, duration or average of each moment of the experience.

Kahneman, Fredrickson, Schreiber & Redelmeier (1993). When more pain is preferred to less: adding a better end. Psychological Science.

The study

Setup

682 colonoscopy patients were split into two groups, with one undergoing a longer procedure but with a period of less discomfort added on at the end.

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Results

After, patients were asked to recall the total pain felt. The peak-end group reported 10% less pain and a 10% increase in attending a follow-up procedure.

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Kahneman, Fredrickson, Schreiber & Redelmeier (1993). When more pain is preferred to less: adding a better end. Psychological Science.

Key Takeaways

How do you want to be remembered in customers’ eyes?

How do you want to leave them feeling? What little touches can you add to your product or service to leave customers feeling amazing and want to share with their network?

Create a Customer Journey Map

Identify positive experiential opportunities to exploit and painful weaknesses to remedy. Some pains may be small or cheap to fix, yet play a big part in a person’s memory.

Negative experiences are a hidden opportunity...

...to re-establish a positive peak and / or end. Things will go wrong, whoever’s at fault, so allow flexibility and an authentic humanity to surface, not just to save the relationship but to allow the brand to shine. Handle a problem well enough and that’s what customers will remember, not the problem itself.

Peak-End Rule

We remember an experience by its peaks and how it ended

We recall an experience by its most intense point and its end, as opposed to the total sum, duration or average of each moment of the experience.

Kahneman, Fredrickson, Schreiber & Redelmeier (1993). When more pain is preferred to less: adding a better end. Psychological Science.

The study

Setup

682 colonoscopy patients were split into two groups, with one undergoing a longer procedure but with a period of less discomfort added on at the end.

Results

After, patients were asked to recall the total pain felt. The peak-end group reported 10% less pain and a 10% increase in attending a follow-up procedure.

Key Takeaways

How do you want to be remembered in customers’ eyes?

How do you want to leave them feeling? What little touches can you add to your product or service to leave customers feeling amazing and want to share with their network?

Create a Customer Journey Map

Identify positive experiential opportunities to exploit and painful weaknesses to remedy. Some pains may be small or cheap to fix, yet play a big part in a person’s memory.

Negative experiences are a hidden opportunity...

...to re-establish a positive peak and / or end. Things will go wrong, whoever’s at fault, so allow flexibility and an authentic humanity to surface, not just to save the relationship but to allow the brand to shine. Handle a problem well enough and that’s what customers will remember, not the problem itself.

Peak-End Rule

We remember an experience by its peaks and how it ended

We recall an experience by its most intense point and its end, as opposed to the total sum, duration or average of each moment of the experience.

The study

Setup

682 colonoscopy patients were split into two groups, with one undergoing a longer procedure but with a period of less discomfort added on at the end.

Results

After, patients were asked to recall the total pain felt. The peak-end group reported 10% less pain and a 10% increase in attending a follow-up procedure.

np_read_2490885_000000

In detail

Related "Wilds"

Connected to

Running workshops?

Peak-End Rule

is included in Box One of our physical workshop tool.
is included in Box Two of our physical workshop tool.
Box Two