People judge an experience mostly by how it felt at its most intense moment and at its end, not by the average of every moment.
When designing customer journeys, onboarding, unboxing, events, checkout and offboarding; anywhere memory drives repeat business and referrals.
A memorable unboxing; a thank-you note after purchase; ending an event on its best moment; a smooth, friendly cancellation flow; a surprise upgrade at checkout.
An underused play for retention and word of mouth in retail, hospitality and SaaS. Fix the worst moment first, then design the peak and the finish.
