EPISODE · Oct 1, 2025 · 26 MIN
Creating Memories
from Managing the Customer Experience
Memories of experiences—not just the experiences themselves—play a critical role in shaping future customer decisions. This episode introduces the “peak–end rule,” emphasizing how the most intense and final moments disproportionately influence how customers remember an experience. It explains how companies can strategically design memorable peaks and positive endings to leave a lasting impression.
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Creating Memories
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How long is this episode of Managing the Customer Experience?
This episode is 26 minutes long.
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This episode was published on October 1, 2025.
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