What key aspect does the Peak-End Rule emphasize regarding customer experiences?

The Peak-End Rule highlights that individuals tend to evaluate experiences primarily based on two critical moments: the most intense part of the experience, often referred to as the "peak," and the final moments, or the "end." This psychological principle suggests that people will remember experiences not by the total sum or average of the events, but by those particularly memorable high points and how the experience concluded.

For example, in a customer service scenario, if a customer has a primarily pleasant experience but encounters one significant issue, the resolution of that issue (especially if it's handled well) and the overall impression left at the end can greatly influence the customer's retrospective evaluation of the entire experience. This implies that businesses should focus on creating standout moments and ensuring positive conclusions to foster strong memories and encourage repeat patronage.

The other options do not align with the principles of the Peak-End Rule because they overlook the significance of impactful moments and the final impression in shaping memory and satisfaction.