Resource Library - Marketing - Customer Experience

A New Kind of Interaction
A company in Cambridge, UK suggests using innate human response mechanisms to draw attention to screens.

A Sense of Purpose
In the spirit of its high quality, durable, and innovative domestic appliances, Miele proudly boasts a product showroom designed from the latest, most fashionable technologies rendering an experience that captivates all five senses.

An Approach to the Measurement, Analysis and Prediction of Brand Equity and its Sources
(Abstract) Summary of an article in which the authors suggest a new approach to measuring, analyzing, and predicting brand equity in various product markets.

Applied Science Creates the Exceptional Customer Experience and Increases the Bottom Line
This article introduces a battle-tested, systematic, science-based way of thinking, called Rule-Developing Experimentation (RDE) and its associated knowledge tool, IdeaMap. RDE systematically experiments to create a compelling customer experience.

Building Retail Brand Equity with Digital Signage
In an interview with Cleverdis Editor-in-Chief Richard Barnes, Steven Keith Platt compares retail marketing and the digital signage industry in the US and Europe.

Calculating the Wow Shopping Experience
As many as 10 different elements have to occur simultaneously to make a Wow shopping experience happen and it is a bigger challenge for larger chains.

Can a DCN Impact Your Branch Experience?
Banks can look to retailing for positive experience with digital communication networks but there should be a clear strategy for their use.

Changing the Habits of a Lifetime
By understanding why shoppers buy – and how their choices are influenced by the interplay of rational reasoning, emotions and memories – we can gain genuine influence over their purchasing decisions.

Developing Wining iPhone Brand and Retail Apps
It may not yet be critical for retailers and brands to have iPhone apps, but it's clear the trend is in that direction. It's about engagement for brands but for retailers, it's more about sales.

Does Your Store's Personality Project the Image You Want it to?
It's important for retailers to understand that every touch point their store has with a shopper contributes to their personality and has an impact on how shoppers think about them.

Green and Digital-Alior Bank Poland-Newcomer's Challenge
The Alior Bank DS project is the most advanced implementation of its type in Poland and a leading example of how converged media can work seamlessly to support business objectives.

In-Dealership Network Enhances the Harley-Davidson Lifestyle
With the average dwell time in a Harley-Davidson dealership measured at 45 minutes, the development of an entertainment and marketing program to enhance the environment was well received by Harley-Davidson dealers.

Industry Pioneer Bob Clarke Reflects on the First 10 Years
Bob Clarke looks back on 10 years working in various aspects of the DS industry and shares some important lessons he learned.

Linking Retail Strategy, Atmospheric Design and Shopping Behavior
(Abstract) The environment of a store can significantly impact shopping behavior. This article details an approach that integrates store design into the strategic planning process.

Maintaining Customer Loyalty in Tough Economic Times
This article explores the importance of building and maintaining a strong brand image.

Retail’s Historical Role as a Mass Consumer Medium
The growth of retail as a mass consumer medium has waxed and waned through its history. Now, digital technology and the “disintermediation” of mass media are creating a new digital media space for retailers, as media power concentration is in flux.

The Creative Force Behind the Comcast Experience
An interview with David Niles, the person who conceived and deployed the 10-million pixel digital display in Philadelphia's Comcast Center.

The Effects of Wait Expectations and Store Atmosphere Evaluations on Patronage Intentions in Service-Intensive Retail Stores
(Abstract) The authors of this article present three ways to effectively reduce wait expectations and discuss ways that the customer’s perception of wait time can be positively impacted.

The Venue Drives the Medium
Content development represents one of the biggest challenges—and ongoing expenses—for digital signage networks. The type of content that you need to acquire for your network is driven by the nature of the venue.

Using Touch Screen-Enabled DS to Connect with Customers
For marketers, touch-based DS systems offer a new way to reach consumers by providing a platform that places the consumer in control of the experience.

Watching a Screen
This article highlights a momentous research study regarding Americans’ exposure to “visual content,” including how, where, how often, and for how long the exposure occurs.