The Peak-End Rule in Customer Experience: How to Turn Negative Peaks Into Positive Memories

Let’s explore Daniel Kahneman’s Peak-End Rule, which explains that we remember experiences based on their emotional peaks-both the highs and the lows.
In customer service, these peaks often come from negative moments, as intense emotions tend to stick with us. Think about your last frustrating experience with a service-it’s likely the low point that stands out, not the neutral or positive aspects.
If we can take a customer from a negative peak to a place of understanding and calm, that shift becomes their new “peak.” Even though they were frustrated, they’ll remember how you helped them through it. In fact, this can have a more lasting impact than offering a quick fix like a voucher. They’ll recall you as the person who truly supported them when they felt most vulnerable or upset, and that trust builds long-term loyalty.
We want to teach you to be ready not for battle but to love your customers back to life. To create loyalty in those moments where the experience breaks.
You can join us online, or immerse yourself in the beautiful surroundings of Mauritius for an in-person experience this October.
Register here for the Masterclass in Superior Service Recovery 3-4 October Online and 16-17 October in Mauritius.
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Brandlove was established in 2012 as a customer-focused innovation consulting and training agency. This year we celebrate 10 years of putting the heart back into experiences, one interaction at a time.
BrandLove is not a wise-ass, tell-you-what-to-do consultancy, and neither are we a kiss-ass tell-you-what-you-want-to-hear agency. BrandLove is a partner, working with brands to connect the dots. We are facilitators of an authentic discovery process, to help organizations find and implement their experience essence, while creating a safe space for design-thinking, collaboration and innovation.
We provide our clients with very pragmatic actions to immediately start improving their customer experience. In addition to that we guide the long term strategy to achieve customer and employee experience objectives.
- CX Agency of the Year 2022 (Customer Centricity World Series Awards)
- Member of the Customer Experience Professional's Association (CXPA)