In his terrific book X: The Experience When Business Meets Design, Brian Solis argues persuasively for ending your customer’s journey on a high note. Excellent advice, but not often followed. The importance of starting strong is well-known—websites begin with a striking visual, stores focus on greeting customers as they come in. But what about the ending?
Daniel Kahneman’s work (published in Thinking, Fast and Slow) reinforces the importance of ending on a high note. He explains that the experiencing mind is different from the remembering mind. Two parts of an experience have a disproportionate impact on how we remember it. First, the peak high (or low!) is remembered clearly. But second, the way the experience ends sticks with us with the same clarity. Both the high and ending points of the experience have a disproportionate impact on our memory – and thus, our loyalty. (more…)