#peak-end rule

[hyken]

Think about what the last thing your customer experiences in a typical interaction with you and your organization... 

[slowandfastthinking]

GLOSSARY: Duration Neglect

duration neglect: basing one’s future decisions on a distorted memory of an experience

Wikipedia: Duration neglect is the psychological observation that people's judgments of the unpleasantness of painful experiences depend very little on the duration of those experiences. Multiple experiments have found that these judgments tend to be affected by two factors: the peak (when the experience was the most painful) and how quickly the pain diminishes. If it diminishes more quickly, the experience is judged to be more painful. Hence the term "peak-end rule" describes this process of evaluation