The idea
The peak-end rule is a useful lens for reviewing remembered experience, not a justification for creating a difficult journey and rescuing it at the last moment. The support storyline follows frustration, waiting, resolution and a warm close, with a schematic emotion curve rather than measured customer data; positive relief is the illustrated peak. Apply the idea by examining what customers recall after the interaction and whether the closing confirmation leaves them confident about the outcome, while continuing to reduce preventable delays and unresolved problems.
Use it thoughtfully
- Resolve the actual customer problem clearly.
- Close with confirmation and appropriate reassurance.
- Reduce earlier friction as well as improving the ending.
An example
In an illustrative mobile-support journey, an agent fixes the problem and confirms that service has been restored. A brief, helpful closing message explains what happens next, and later feedback checks both remembered relief and the earlier frustration instead of treating the final thank-you as sufficient.
A question to try
What will the customer remember most, and what uncertainty remains when the interaction ends?
A useful framework is a starting point, not a guarantee. Effects vary with the audience, product and situation. Use truthful evidence, respect customer choice, and test the result.