"Moments that shape our life"

Em menos de uma semana li “The Power of Moments” de Chip e Dan Heath.

Um excelente livro que recomendo a quem quer trabalhar o mundo das experiências.

“Defining moments shape our lives, but we don’t have to wait for them to happen. We can be the authors of them. What if a teacher could design a lesson that students were still reflecting on years later? What if a manager knew exactly how to turn an employee’s moment of failure into a moment of growth? What if you had a better sense of how to create lasting memories for your kids?
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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.
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What’s indisputable is that when we assess our experiences, we don’t average our minute-by-minute sensations. Rather, we tend to remember flagship moments: the peaks, the pits, and the transitions.
This is a critical lesson for anyone in service businesses—from restaurants to medical clinics to call centers to spas—where success hinges on the customer experience.
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to please customers, you need not obsess over every detail."

Que acaba assim:

“Once you realize how important moments can be, it’s easy to spot opportunities to shape them.
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That’s how we imagine you using the ideas in this book. Target a specific moment and then challenge yourself: How can I elevate it? Spark insight? Boost the sense of connection? ”