How do we create Customer Loyalty?

by podcast on February 3, 2018

Colin Shaw and Professor Ryan Hamilton discuss the ‘Peak end rule‘ and its effect on Customer Experience. The peak end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e. its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

podcastHow do we create Customer Loyalty?