Customer Experience
How can scent Improve Customer Experience & Customer Satisfaction?
Positive association between a place and a scent creates an emotional link to the location of a pleasant experience. This is the main influential factor of buying decisions in a store.
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 brand wanting to improve customer experiences and scent can help them achieve this. A sensory logo works like a visual logo and helps customer identifying and remembering your brand easily.
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 stores and office to enable them to provide a better customer experience for their clients.
Facts and studies
on how scent improves customer experience
Research by ICM found over half of consumers say they love their favorite stores due to its ambience.
-by ICM
Three out of four people (74%) are impulsively drawn into a store by a smell.
-by Professor Charles Spence MA PhD
In a hospitality environment, 77% of consumers say a pleasant smell in a hotel would have a positive impact on them.
-by ICM
90% of consumers would either walk out of a store or speed up their browsing if they didn’t like the smell inside it.
-by ICM
Ambient scent is the most effective in influencing consumer behavior in terms of emotion, evaluation, desire to return to a store and purchasing habits.
-by Dr.Scent
Scents have been proven to eliminate stress, stimulate fond memories and inspire customers.
-by Smell & Taste Research Foundation