how do you build peaks?
page 61 how do you build peaks? You create a positive moment with elements of elevation, insight, pride, and our connection. To elevate a moment to three things; first boost, sensory appeal, second, raise the stakes, third, brake the script. Moments of elevation need not have all three
— from Leadership & Business (Leadership/Business) · Power of Moments by Chip Heath and Dan Heath
In the book
Surprise people, on purpose. Memorable moments — the ones that build loyalty — usually break the script. You elevate an experience by boosting its sensory appeal, raising the stakes, and defying expectations. One shopkeeper now and then slipped a regular something free with their order — rarely enough to stay a surprise, often enough to feel like care. — Leadership & Business (Leadership/Business)