Because emotion is the most powerful lever for building a unique bond with its customers, what are the emotional fields that a company must invest in today?
Purchasing and provision of services which are increasingly done online, over-requests for advertising and an influx of information, versatility of consumers who are insatiable for new experiences… Succeed as a company in retaining attention and anchoring itself sustainably in the customer’s mind is becoming more and more complex and costly. If digitalization and automation make it possible to optimize some interactions, human relationships and living remarkable experiences are strategic, online as well as in person, to form a real bond with customers, in all their diversity. At the same time, market saturation, the entertainment society and planetary limits are leading consumers to new expectations: unique experiences, more than products. The key word for facing these two challenges? Emotion. Advice, personalization, gamification, co-creation, learning, socialization… how can we continue to move people in the digital age, the experience economy and growing social and ecological expectations?
Credentials
- Reinventing the customer experience in the perfume and beauty stores of a global luxury leader to transform them into places of culture, learning, socialization, and holistic well-being
- For a children’s fashion brand, redefining the online/offline customer journey to embody its environmental and social commitments
- For a European retail group, redefining the online/offline customer journey for small multi-brand shopping centers
- For a premium Parisian real estate company, designing and implementing new experiences and services for occupants
- Production of the “Direct-to-consumer brands” study
- Production of the “Beauty Innovation Book” study
- Production of the podcast “What companies will owe to entertainment”
- Reinventing the night train experience
- Study trips to London, Seoul, Shanghai, and Tokyo on the theme of “new retail experiences”