Dan Heath: Build Peaks, Don't Fix Potholes
Why the open web links it
Argues that creating memorable peak moments in customer experiences is more impactful than fixing minor issues.
Linked by 6 independent sites, 2 of them widely read in the 2026-10 crawl of the open web, including google.com.br, kantar.com, 021arete.com, mollieplotkingroup.com, nsb.com.