Memory of experiences is significantly influenced by two key moments: the peak emotional high point and how the experience concludes. The peak-end rule suggests that people often prefer a longer unpleasant experience if it ends on a gentler note. In a study by Daniel Kahneman, participants preferred an experience that extended discomfort if it concluded with a milder sensation. Marketers and businesses might leverage this understanding by incorporating positive elements at the end of customer interactions to enhance overall satisfaction.
The peak-end rule explains that our memory of an event is shaped largely by two moments: the peak emotional high point and how the experience concludes.
Studies showed that participants preferred longer discomfort if it ended with a gentler experience, illustrating how endings can soften the memory of unpleasant events.
In business, adding a positive conclusion, like a small gift, can enhance customer satisfaction by influencing their overall perception of the service experience.
Repeated narratives, much like the candy-colonoscopy story, often become accepted truths, even when they have varying degrees of accuracy or reality.
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