The Power of Moments: Why Certain Experiences Have Extraordinary Impact

By: Chip Heath, Dan Heath

This is an excellent book for those who want to leverage the power of moments to create extraordinary experiences that lead to positive behavioral change.

Flow: 5/5
Actionability: 5/5
Mindset: 4/5

Some of My Highlights:

“When people assess an experience, they tend to forget or ignore its length-a phenomenon called ‘duration neglect.’ Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the ‘peak’; and (2) the ending. Psychologists call it the ‘peak-end-rule.'”

“What the Magic Castle has figured out is that, to please customers, you need not obsess over every detail. Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical.”

“Defining moments rewire our understanding of ourselves or the world.”

“Transitions, like milestones and pits, are natural defining moments.”

“‘Where’s the peak?’ With sports, games provide peaks.”

“To elevate a moment, do three things: First, boost sensory appeal. Second, raise the stakes. Third, break the script.”

“To raise the stakes is to add an element of productive pressure: a competition, a game, a performance, a deadline, a public commitment.”