Guest Experience: Moments of Difference

David Dann | November 28, 2016

New Approaches to Customer Service By David Dann We are learning from psychology that if we want to retain customers, then merely good or even excellent service is not enough. Because of the ways in which the brain remembers we must create 'moments of difference' which differentiate the customers' experience. The psychologist Daniel Kahneman explains that the brain tends to remember specific moments rather than the total experience. Kahneman discusses the relationship between the 'experiencing self' and the 'remembering self' and these concepts have a direct impact on the ways in which we offer customer servi...