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The peak-end rule is the theory that people judge experiences primarily by their peak and end. A peak is the most intense part of an experience and can be either positive or negative. The following are illustrative examples of the peak-end rule.
EntertainmentA television producer decides to end a show at the peak of its popularity in hopes of maximizing media sales.Public SpeakingA talented speaker focuses on closing with something funny or stimulating that is unlikely to fall flat.Customer ServiceA restaurant owner is in the habit of surprising customers by giving them a free sample such as a small portion desert. The chef comes out and explains the dish as something new. By surprising customers, the business is able to generate memorable peaks.
SalesA salesperson ends every negotiation by giving a little extra at the very end.Customer ExperienceCustomers at a theme park don't remember the time they spent in line nearly so much as the peak experiences of the attractions themselves.
Cognitive Biases
This is the complete list of articles we have written about cognitive biases.
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