The Power of Moments: Why Certain Moments Have Extraordinary Impact

by Chip Heath

Defining moments shape our lives, but we don’t have to wait for them to happen.

we tend to remember flagship moments: the peaks, the pits, and the transitions.

the Magic Castle has figured out is that, to please customers, you need not obsess over every detail. Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical.