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Peak-End Rule

customer ai glossary (m-r)

 What is the Peak-End Rule?

 
 The Peak-End Rule is a psychological principle stating that customers remember two key moments: the peak (best or worst experience) and the end of an interaction. These disproportionately shape overall perception. 

In the Customer AI Masterclass (Unit 1.2: Customer Journeys), the Peak-End Rule is highlighted as essential for loyalty design. Customer AI helps identify peaks and manage end-moments to ensure customers conclude journeys positively. 

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