Video transcript: Enjoyment through exceptional experience

Transcript

Shops are much better for customer service and inspiration. I appreciate that personal touch.

The convenience of online is a huge plus. 

I know I might pay a little more in shops than I would online, but I love my local high street.

Most of my shopping is online, but I do wish I had more time to go into stores.

When I buy in store if something goes wrong, I can always take it back or get specialist help.

Being able to see reviews, check prices and then have something delivered suits me perfectly.

The people in store - they're friendly, they're knowledgeable. It's just a much nice experience.

I really enjoy the social side of shopping. But it’s just not practical for me at the moment. 

So, enjoyment and experience are increasingly key differentiators determining how customers shop, what they spend, and even where they go. 

The right experience, at the right time, can improve retention and expand reputation. 

But how do we do that when those expectations vary from person to person? 

Well, for some consumers, it’s about creating a genuinely personalised in-store visit. For others, it’s about richer content, better design and more immersive interactions. 

Now, whatever the driver in each case, it’s more than just a tailored offering. It’s about creating emotionally driven, multisensory experiences online and in person.  Not only to delight, but to respect customer needs and their contexts.

So, want to create better connections with customers, build trust and deliver sustained outcomes through exceptional experience? 

Download The Consumer Reconsidered report to see how.