Investment in customer experience is on the increase worldwide as organisations look to win customers in increasingly competitive sectors. However, this investment could be undermined if any negative element of the physical customer experience is the most salient for customers, or occurs at the final part of their visit. This includes parts of the customer journey that are often overlooked, such as a visit to the washroom.
It is well established that emotion drives decision making in humans. Consequently, a negative emotional experience in a washroom, even at an unconscious level, will reinforce memory networks of an overall experience and could affect future behaviour. Learn more in our latest research into the power of scent and human behaviour.
Included in this free report:
- Discover the results of our experiment to understand the emotional impact of a bad smelling washroom
- Learn more about the key physiological cues that elicit the strongest emotional responses
- Find out more about air care solutions and the impact this can have on a positive washroom experience