Scent experience and customer interaction

Geurbeleving en klantinteractie is an integral part of the customer journey and is used to enhance perceptions of store ambiance, product quality and brand identity. Unlike other sensory stimuli, scent can have a long-lasting effect on the human memory making it an ideal tool to create an emotional connection with customers.

In fact, it has been scientifically proven that the sense of smell is closely linked to the brain’s memory center. This means that if you can trigger a pleasant memory while a customer is in your place of business, the likelihood of them returning will be much higher.

How Scent Experience Contributes to a Better Customer Experience

The power of scent is particularly effective when it is paired with a consistent brand image and congruent experiences. When used effectively, scent can encourage a customer to spend more time in your space and may even lead to impulsive purchases. This was proven when Hershey introduced a scent to their Times Square location and sales jumped by 34%.

One popular strategy in the retail sector is to introduce a signature scent that will become associated with your brand identity. For example, luxury brands often use a distinct fragrance to make customers feel special and create an emotional association with the company. It is also an excellent way to increase customer retention as it allows for the spread of a recognisable scent that can be easily connected with your brand when smelled again in the future. Our experienced advisers will help you choose the right scent that complements your needs, goals and products.