Find Omnichannel Focus with Peak End Rule
Connecting the power of memories to revenue at retail
The Peaks of Shopping was written in 2015 and has since come to provide much of today’s lexicon relating to more emotional customer journeys. Its breakthrough thinking reversed years of commonly held truths such as the need to invest at every channel to the same degree. Our observation was then, as it is now, that investing everywhere results in creating powerful memories precisely nowhere.