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
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

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
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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