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Jenny Dempsey
106 followers
106 followers
About
Jenny's posts

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The success of the customer  begins with YOU!

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Coffee, books and customer service? Join our book club!

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Have you heard of the Peak-End rule?

+Jenny Dempsey recently wrote a post on the Communicate Better Blog about an experience she had flying Virgin America. It may be a great example of how the Peak-End rule influences customer perceptions.

The Peak-End rule suggests that perceptions are primarily influenced by two things. 

The first is the experience that's the most different, good or bad, from the norm. Jenny has had several great experiences flying Virgin America (her norm), but recently had a bad experience that was very different (her peak). That stood out.

The second is the experience that's the most recent. This is the "end" experience. 

Jenny's most recent experience was the poor one, so it was both the Peak and the End. It looks like Virgin America will need to offer her a great experience on her next flight so she'll continue to think highly of them.

Check out her post:
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