What Should We Remember?
We reduce events and lists to their key elements
Peak–end rule
Description
A psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.
Peak–end rule in business decision
A customer's overall satisfaction with a service interaction might be heavily influenced by the most positive (or negative) moment and how the interaction concluded, rather than the average quality throughout.
Peak–end rule in personal life decision
Your memory of a vacation is shaped mostly by the highlight moment and the last day rather than the average experience.