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Harnessing Moments to Create Experiences

Harnessing Moments to Create Experiences, by Haley Hansen

What if I told you that there is a science to creating positive, memorable experiences for your customers and your employees?

Thanks to authors Dan and Chip Heath, there certainly is! Dan and Chip are academic researchers - Dan works with Duke, and Chip is a professor at Stanford - and they also happen to be brothers. You might know them from their books Decisive, Made to Stick, or Switch, and I recently finished reading their latest book, The Power of Moments. This book is all about how and why certain experiences really stick with us and leave a lasting impact, and how we can use what we know to create lasting experiences for others.

As the Heaths explain, experience and memory are tricky concepts to quantify. The thing is, neither one really follows the pattern we would usually expect. However, we know for certain that memorable experiences - which the Heaths call "Defining Moments" - leave a long and significant impact in...

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