The Power of Moments: Why Certain Experiences Have Extraordinary Impact

“duration neglect.”

For new employees, it’s three big transitions at once: intellectual (new work), social (new people), and environmental (new place). The first day shouldn’t be a set of bureaucratic activities on a checklist. It should be a peak moment.

What is it about certain moments that deepens our ties to others?

The surprise about great service experiences is that they are mostly forgettable and occasionally remarkable.

When members of groups grow closer, it’s because of moments that create shared meaning (Chapter 10).

If we want more moments of connection, we need to be more responsive to others.

Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical. The surprise about great service experiences is that they are mostly forgettable and occasionally remarkable.

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.

1. I wish I’d had the courage to live a life true to myself, not the life others expected of me. (“Most people had not honoured even a half of their dreams and had to die knowing that it was due to choices they had made, or not made.”) 2. I wish I hadn’t worked so hard. 3. I wish I’d had the courage to express my feelings. (“Many people suppressed