How can scent Improve Customer Experience & Customer Satisfaction?
Walking in a store or a hotel should be a customer experience which is appealing to all the senses. Traditionally marketers have been focusing on visual, sight and sound neglecting one of the most important senses: smell.
Being unique and finding a point of differentiation is a key concern of any brands wanting to improve customer experiences and scent can help them achieve this. An olfactive logo works like a visual logo and helps customer identifying and remembering your brand easily.
Scent should be the focus of every Marketing Manager as customer experience will be considered as a major point of differentiation by 89% of marketers by the end of 2017 according to Forbes.
“Human beings can remember about 10,000 distinct odours that can trigger important memories that can take us all the way back to our childhood.”
The fact that human can recall scents for a very long time allows brands to create a strong connection with their customers through scent. With the growth and development of online business this is definitely a huge asset and advantage for businesses with physical stores or locations to enable them to provide a better customer experience for their clients.
“Based on my own research in this area, I am convinced of scent’s role as a powerful means of communication with one’s customers no matter what the business.”
Facts and studies on how scent improves customer experience
Research by ICM found over half of consumers say they love their favourite stores due to its ambience.
Three out of four people (74%) are impulsively drawn into a store by a smell.
In a hospitality environment, 77% of consumers say a pleasant smell in a hotel would have a positive impact on them.
90% of consumers would either walk out of a store or speed up their browsing if they didn’t like the smell inside it.
Ambient scent is the most effective in influencing consumer behavior in terms of emotion, evaluation, desire to return to a store and purchasing habits.
Scents have been proven to eliminate stress, stimulate fond memories and inspire customers.
Want to know more?
Let's discuss how scent can improve customer experience & customer satisfaction in your business!