Why understanding your archetype is crucial for customer experienc

Why Understanding Your Archetype is Crucial for Customer Experience

Understanding your archetype is the first step in engineering cohesive and positively memorable customer experiences. Because we are hard-wired to group common characters together 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…

Customer Experience Compass

Discover Your Secret Customer Experience Compass

One of the biggest issues I see in customer experience today is a mismatch between the brand and the experience. However, by 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…

Customer Experience, Brand Archetypes

Using Psychology to Simplify Your Customer Experience

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 – for others, it’s incredibly complicated. 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…

Retail Experiments

How to Create Magic Moments In-Store

Customer experience and journey mapping are all the rage at the moment. But how do we go about creating magic moments for customers in-store?   In my experience, the real force multiplier for brick and mortar stores comes from tapping into our own emotional and human needs – or what I like to refer to as…

retail experience, retail community, retail, cash in on retail experience

3 Strategies to Cash in on the Year of the Pig and Experiential Retailing

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…

experiential retailing beats old metrics

How Retail Experience Eats Old Metrics for Breakfast

Another retail CEO pressured into a popularity contest of who’s more important, his shareholders or his customers? Sure, I know their “first priority is to the shareholder”, but when the customers are happy so is the shareholders right?   In my opinion, retail experience eats old sales per square metre for breakfast and I’ll tell…