Don’t spread yourself thin, focus on what makes your brand memorable.
“According to the peak-end rule, events are remembered for their most remarkable and concluding moments, which should be the focus of the brand experience.”
“Most spread their efforts thinly, attempting to make marginal improvements to every aspect of the customer experience. That damns them to mediocrity. It’s prohibitively expensive to improve everything.”
“The Magic Castle is ranked by Trip Advisor as the second-best hotel in Los Angeles.”
“So what’s the Magic Castle’s secret? It masterfully applies the peak-end rule.”
“It focuses on one or two outstanding moments. One such moment is the popsicle helpline.”
“Any time, day or night, you can pick up the old-fashioned red phone by the pool and dial the helpline. A man, complete with white gloves, promptly appears bearing a silver platter with a selection of free ice-lollies.”