Daniel Ruch

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Use Behavioral Economics To Turn Bad Experiences Into Good Memories in Marketing Insider on 12/22/2017
Travel marketers have mastered the art of filling airplanes and hotel rooms, but they have neglected the art of memory. Delays, cancellations, and mishaps dominate the remembered "customer experience." Telling travel horror stories is practically a competitive sport. One person boasts that she spent three hours waiting on the runway; the next person one-ups her with the night he slept on an airport bench. No one brags about how pleasant the trip was. It's as if vendors can only do wrong.

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