Richard Shotton: Don’t spread yourself thin, focus on what makes your brand memorable
According to the peak-end rule, events are remembered for their most remarkable and final moments, so to stand out brands should concentrate on improving these aspects of the customer experience.
… Most spread their efforts thinly, attempting to make marginal improvements to every aspect of the customer experience. That damns them to mediocrity.
… Richard Shotton is deputy head of evidence at Manning Gottlieb OMD and author of The Choice Factory.
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