The Peak-End Theory

Let Me Speak To A Manager

The peak–end theory is a cognitive bias that impacts how people remember past events. Intense positive or negative moments (the “peaks”) and the final moments of an experience (the “end”) are heavily weighted in our mental calculus. In this episode, we look at how this psychological bias impacts our careers and how companies can use the rule to attract and retain more customers.

In this episode:

• What's more important: a good first impression or last impression?
• What a colonoscopy can teach us about delighting customers
• Primacy bias and premium pricing
• What do we really remember about work experiences?
• The role of onboarding and exit interviews
• The sandwich method of providing feedback
• The "Sugar" Ray Leonard approach to getting a better raise