One of the biggest issues I see in customer experience today is a mismatch between “the retail brand” and “the experience”. However, using a customer experience compass (metaphorically) can help inform which experiences you should invest in and which ones you should leave alone. Since psychology is all about understanding how people behave, feel…
Bricks are back, baby! These award-winning retailers are using their physical storefronts to not only enamour and engage customers but to connect with their customer community in profound and experiential ways. Global Experience Study Recently, the Freeman Global Brand Experience Study found that if data is the fuel that powers the marketing mix, then experience and…
Understanding your brand archetype is critical in engineering cohesive and positively delightful customer experiences. It’s important to clearly understand which customer experiences make sense for your brand personality and which ones – despite being ‘on-trend’ – you should stay clear of. Customer Experience is not about trends – it’s about revealing and bringing your…
Let’s face it; using the term “customer experience” can be like opening up a can of worms in retail. For some, it’s simple, but it’s incredibly complicated for others. Since psychology is all about understanding how people behave, feel and think, it’s a great place to turn when delivering the best experience for our beloved…
We all need a little waking up don’t we? I feel like the “Great Pause” has made me a bit sleepy and sluggish. Chances are, so are your customers. So, here’s five ideas on how to wake up and re-engage your customers and get them back into the store. While COVID-19 has…
It’s true, 2019 is officially the year of the pig. Known for their chubby cheeks, pigs are the symbol of wealth in Chinese culture. Perhaps it’s not a coincidence then, that Chinese Zodiac identifies pigs not as wasteful spenders, but rather enjoyer’s of life. They especially love entertainment and experiences, which is fitting for…
Recently while delivering a retail workshop I was approached with concerns around what retailers should be focusing on – marketing wise. After helping her, it made me think about how much our customers have changed both sociologically and psychologically. And how little we’ve adapted our messaging to reach them. Sure we have lots of…
Wondering what the 12 archetypes of customer experience are? As you’ve gathered by now, we’re pretty passionate about using archetypes to engineer the best possible experiences for your customers. If you’ve miraculously made it this far and don’t know your archetype yet, take this 9 question FREE Quiz to figure out yours. Now maybe…
