OUR TAKE -
Make a Customer Connection Via the Senses
Last week, we covered the value of creating a positive customer experience by reaching all the senses - including the sense of smell (see Does Your Brand Smell and Brand Sniff). Regardless of the sense(s) you touch, memories of customer experiences gone by can be relived in an instant by that sense.
|Recent Editions of CRMAdvocate|
The art of being wise is knowing what to overlook.
One CRMAdvocate reader wrote, "If you couple a pleasant, unique fragrance with a positive experience, each time the person encounters that fragrance, it will evoke memories of that positive experience. If the experience is brand-specific, I believe it is possible to 'smell' a brand. The same is true with our other senses. I can't listen to Gershwin's 'Rhapsody In Blue' without thinking of United Airlines. The reaction it evokes, however, is only as good as the experience I had on my last United flight."
A smell, a song, a word, a picture, a smile. What are you doing to re-create customer experiences through the senses?
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
As of 4:00 p.m. on 10/23/09|
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