Customer Experience Management (CEM)

Emotional Peaks: Creating Memorable In-Store Experiences with Peak-End Rule

Provided by WorldPay

Category Customer Experience Management (CEM)

Type White Paper

Length 18

Publish Date May 04 2016

Date posted February 02 2017


Retailers often fall into the logic-trap of trying to make every touch point marginally more pleasant than competitors, evenly distributing budget, with no peak and a forgotten ending. According to peak-end rule, brands should focus effort on the journey’s peak and end. Based on surveys of 2,500 UK consumers, this paper looks at how retailers can use the ‘peak-end rule’ to help generate greater experiences in-store.


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