Some of a customer’s experience can be mediocre, or even unpleasant, as long as that is offset by positive peaks that are the ultimate memory makers
In overseeing the experience your customers have with your company, the top two factors are creating peak moments while avoiding valleys, and finishing the interaction strongly.
He advises you to compress the pain. Combine unpleasant interactions in the experience so they are less memorable. It’s better to put a customer on hold once for six minutes, Mr. Picoult says, than twice for three minutes each. Look at what’s ugly in your customer experience and see if it all can be lumped together into a single action or smaller set of interaction points.
For the next 12 years the airline earned the highest ranking among traditional, nondiscount airlines in an annual J.D. Power customer satisfaction study. And a key reason was finishing strong – getting off a plane and baggage retrieval.
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