The trick to getting good reviews on sites like TripAdvisor is down to what psychologists call the peak-end rule, where a bad last impression is worse than a bad first one. Photo: Shutterstock

Customer experience best practice: lessons from TripAdvisor rating star’s ‘sparkling sunshine’ strategy you can apply to your business or job interview

  • A hotel marketing manager hit on a formula for success: avoid the negative by maximising ‘contact points’ with guests and ensuring they are positive
  • Her application of what’s called the peak-end rule raised her boutique hotel group’s ratings on TripAdvisor to five stars, and it can work for you too
Topic |   Books and Literature
The trick to getting good reviews on sites like TripAdvisor is down to what psychologists call the peak-end rule, where a bad last impression is worse than a bad first one. Photo: Shutterstock
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