Everyone experiences moments they will never forget. This book explores what enhances those unforgettable moments and gives them staying power in a person’s memory, even influencing behavior and choices. The authors identify 4 types of moments and how readers can design an experience to create a moment with impact.

According to Heath and Heath, moments that stand out are the extreme highs and extreme lows. Although many of us move through our days routinely, there are ways to engineer our interactions with staff, leaders, patients, colleagues, and family members that can create a powerful moment with an impact on the other person. Routine interactions throughout the day do not last in our memory, but the peaks and valleys certainly do.

One of the 4 types of moments is elevation; an experience that exceeds our ordinary day, appeals to our senses, and often is...

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