The Power of Moments: Why Certain Experiences Have Extraordinary Impact

What’s indisputable is that when we assess our experiences, we don’t average our minute-by-minute sensations. Rather, we tend to remember flagship moments: the peaks, the pits, and the transitions.

“duration neglect.”

“peak-end rule.”

Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical. The surprise about great service experiences is that they are mostly forgettable and occasionally remarkable.

Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical. The surprise about great service experiences is that they are mostly forgettable and occasionally remarkable

Gallup discovered that the six most revealing questions are the ones below. Notice that the final three of them might as well have been penned by Reis himself: 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to do my work right? 3. Do I have the opportunity to do what I do best every day? 4. In the last

“School needs to be so much more like sports,” he added. “In sports, there’s a game, and it’s in front of an audience. We run school like it is nonstop practice. You never get a game. Nobody would go out for the basketball team if you never had a game. What is the game for the students?”

Baumeister said that such situations were often characterized by a “crystallization of discontent,” a dramatic moment when an array of isolated misgivings and complaints became linked in a global pattern.

To elevate a moment, do three things: First, boost sensory appeal. Second, raise the stakes. Third, break the script.

If you’re struggling to make a transition, create a defining moment that draws a dividing line between