If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle.
I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to go with three types of possible memorable moments: recency (also known as end) moments, peak moments, and pain moments.
In other words, of all the concerts you attended the one that is most accessible for your storytelling is a memory drenched in emotion or one that is fresh in your mind. So, let’s apply some memory research (often conducted in the context of behavioral economics or cognitive bias studies) to your efforts in delivering memorable customer experiences.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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