Developing Strategy
Nobel prize-winning psychologist Daniel Kahneman and his colleagues have shown that what we remember about the pleasurable quality of our past experiences is almost entirely determined by two things: how the experiences felt when they were at their peak (best or worst) and how they felt when they ended.
This "peak-end" rule of
Kahneman's is ABSOLUTELY CRITICAL to keep in
mind when designing your customer experience
or assessing an existing one. Give
them at least one high point and end well or
they will forget the good stuff in the
middle and just remember the poor ending.
Catlow Consulting has
developed a three dimensional model to help
businesses communicate their strategic aims
throughout the organisation.
Hospitality Assured
is the Standard for Service and Business Excellence in the Hospitality Industry. The standard has been endorsed by the British Quality Foundation and Quality Scotland Foundation as meeting the criteria in the EFQM Business Excellence Model.Catlow Consulting have helped dozens of organisations to achieve this standard. Call or email us to find out how we can help you.