Dr Dennis Price

THE H FACTOR

50%WILL FAIL…

WILL YOU SURVIVE?

The OBVIOUS question is.

?HOW?

DO YOU HAVE WHAT IT TAKES?

RETAIL EVOLUTION1OBVIOUSLY

SOCIETAL S H I F T

2OBVIOUSLY

3

CHANGING CLIMATE

Who believes…

NOT SO OBVIOUSLY

CHANGING BUSINESS PARADIGM

4

LEAST OBVIOUSLY

Photo credit: gordonandthewhale.com

Para

digm

s 8 54 9 1 7 6 3 0

eight fivefour nineone seven six three zero

Production Orientation

Marketing Orientation

Mutualistic Orientation

by ju

mbl

ejet

on

flick

r

Mutualism is any relationship between individuals of different species where both individuals derive a benefit.

D*A*B*D*A

WHAT ARE WE TO DO?

NEW PHILOSOPHYA

“We don’t see things as they are. We see them as WE are.

Anais Nin

NEW BUSINESS MODELB

FLEXIBLE RETAILING

TRENDWATCHING.COM

CUSTOMER EXPERIENCEC

ANATOMY OF AN

EXPERIENCE

PROMISE…

PROPOSITION…

POTENTIAL…

CUSTOMER EXPERIENCE

Situation Moderators

Consumer Moderators

PASTCUSTOMER

EXPERIENCES

Retail BrandExpectations

ProductPrice

Presentation/ Atmosphere

Alternative channels

Type of Store & LocationEconomic Climate

CultureSeasons

Goals/ Task OrientationSocio-demographics

Attitudes

Adap

ted:

Ver

hoef

et a

l (20

09)

© 2

011

D P

rice

SOCIAL ENVIRONMENT…

SERVICE INTERFACE…

Reference Groups: TribesReviews

Staff/ SkillsSystems

Style

CUSTOMER EXPERIENCE IS COMPLICATED

CUSTOMER EXPERIENCE

Social

Affective

Cogn

itive

Physical

TouchSeeSmell HearTaste

NoveltyEpistemic

Social ProofFamiliarityReciprocity

ConsistencyLiking

AuthorityScarcity

IT IS EMOTIONAL

IT IS SOCIALIT IS M

ULTISEN

SORYIT

IS E

DU

CATI

ON

AL

ComplimentAttractive

Similar

EM

OT

ION

= L

IKIN

G

SOCIAL

IT IS TEMPORAL

SE

RV

ICE

EN

TE

RTA

INE

MO

TIO

NA

L

PRE-VISIT INTERACTION POST-VISIT

IT IS CUMULATIVE

ENDORPHIN

OXYTOCIN

IT IS BASED ON TRUST

1. Emotional2. Social3. Educational4. Multisensory

SUMMARY

1. Cumulative2. Demonstrate Trust3. Temporal

CONSTRUCTING THE EXPERIENCE

DELIVERING THE EXPERIENCE

THE USUAL

1. How can you make this Emotional

2. How can you make this Social

3. How can you demonstrate Trust

A FREE MAP

WIDELY DISTRIBUTED

IN FULL COLOUR REMIND THEM IT IS

AN EXPERIENCE

EXAMPLE 12 Sep 2011

EXAMPLE

THANK YOU…

The H-Factor

“Once we’ve thrown off our habitual paths, we think all is lost; but it’s only

here that the new and the good begins.”

- Leo Tolstoy

THANK YOU…

www.ganador.com.audennis@ganador.com.au

0411 030 436

The H-FactorDr Dennis Price