Crack The Customer Code

Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers...on purpose! Ruling customer emotions with the Peak-End Rule One thing we’ve covered a lot on this show is how to “wow” your customers. But we often forget that an overall wonderful experience can be filled with terrible moment-to-moment experiences, and vice-versa. So what are your customers really feeling after the experience you’ve invested so much in? Does all the surprise and delight you add to your customer experience add up to something your customers will really look back on favorably? It seems pretty simple, but it’s a vexing paradox even the best business leaders struggle to get a grip on! “Our memory of the experiences is not the average of how we felt throughout the experiences.” - Adam Toporek This is why business leaders need not only to understand the Peak-End Rule, but to bake it into our customer experi