Customer Experience Tip #1024
“You cannot NOT have an experience. When customers interact with your business … they sense clues that influence their attitudes and behaviors. What they see, smell, hear, taste, and touch create their “experience,” even though they usually have no idea it’s happening. That’s because 95% of our mental processing takes place unconsciously.”
–Experience Engineering, Inc.
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So true. I relate this to buyers walking into a home. That first step through the door sets the emotional tone for the way they look at the property. And smell is a BIG point!!
Thanks for articulating this so well. I will memorize and use!
Yes, Kari. Has me think of the fresh-baked cookie smell that some new homes and furniture stores create.