SlideShare a Scribd company logo
1 of 33
Download to read offline
S T I R R I N G E M O T I O N S
M A K I N G T H E H U M A N
C O N N E C T I O N
A L A S D A I R L E N N O X
E X E C U T I V E C R E A T I V E D I R E C T O R
@iSawThisMorning
@FITCHdesign
#StirringEmotions
T H E W O R L D ’ S L E A D I N G B R A N D & R E T A I L C O N S U L T A N C Y
/ 9 C O U N T R I E S .
/ 1 5 S T U D I O S .
/ 3 5 0 + A S S O C I A T E S .
adidas
Target
Sephora
Lowe’s
Samsung
Jack Daniels
Dell
H&M
PIRCH
Ford
Starbucks
Vivid Homes
Asian Paints
Lego
Hilton
TODAY:
S T I R R I N G E M O T I O N S
P E A K E N D R U L E & C R E A T I N G M E M O R I E S
P R E V I E W O F T H E G R O U P X P E X P E R I E N C E I N D E X
Q & A
E MO T I O N S D I F F E R E N T I A T E H UMA N S
F R O M O T H E R LI V I N G T H I N G S
T H E Y MA K E US UN P R E D I CT A B LE , I MP ULS I V E
A N D E N D LE S S LY I N T E R E S T I N G
O UR E MO T I O N S A LLO W B R A N D S T O CO N N E CT
I N A MO R E R E LE V A N T A N D CO MME R CI A L W A Y
F R O M P S Y CH O LO G Y CO N CE P T T O B US I N E S S A D V A N T A G E ?
T H E P O T E N T I A L F O R D E S I G N T O S T R A T E G I CA LLY CR E A T E
E MO T I O N S A N D B UI LD ME MO R I E S
B US I N E S S E S A R E S E E I N G G R O W T H I N CO N S I D E R A T I O N
A N D P UR CH A S E B Y CR A F T I N G E MO T I O N A LLY
F O CUS E D I N T E R A CT I O N S
S T I R R I N G E M O T I O N S
T H E E I G H T C O R E H U M A N E M O T I O N S
I F Y O UR B R A N D W A N T S T O D I F F E R E N T I A T E LO N G T E R M
A N D B E A S E R I A L I N N O V A T O R I T N E E D S T O LO CA T E I T S
CO R E E MO T I O N
E MO T I O N S G O D E E P E R T H A N D I S R UP T I O N A N D G I V E
B R A N D S T H A T A LL I MP O R T A N T N A R R A T I V E
H O W E V E R W E CA N US E E MO T I O N S T O A T T A CH
ME MO R A B LE J O UR N E Y S A N D I N T E R A CT I O N S T O
Y O UR CUS T O ME R S .
LEVEL KIDS SURPRISE & WONDERMENT
ADIDAS BATTLE PACK ANGER & FEAR
PIRCH JOY
T H R E E D I F F E R E N T B R A N D S
T H R E E C O R E E M O T I O N S :
Stirring Emotions - Making the Human Connection
LEV EL KIDS
RESU LTS:
L E V E L K I D S A T T R A C T E D 2 0 0 L U X U R Y B R A N D S T O L E A S E S H O P - I N - S H O P S ,
B R A N D S I N C L U D E B A B Y D I O R , R A L P H L A U R E N A N D D O L C E & G A B B A N A
F E A T U R E D O N T H E C O V E R O F O N E O F T H E U S ’ S L E A D I N G
R E T A I L D E S I G N M A G A Z I C E S ( V M S D )
S T O R E D E S I G N O F T H E Y E A R A T T H E R E T A I L W E E K I N T E R I O R S A W A R D S I N T H E U K
T H E C H A L O U B G R O U P H A S R E C E I V E D N U M E R O U S H A N D W R I T T E N
N O T E S F R O M C H I L D R E N E X P R E S S I N G T H E I R L O V E F O R F O R T H E S T O R E
ADIDAS
RESU LTS:
M O S T T A L K E D A B O U T B R A N D A T T H E W O R L D C U P
4 T I M E S M O R E M E N T I O N S T H A N N E A R E S T C O M P E T I T O R
# A L L I N M O S T U S E D B R A N D H A S H T A G O N T W I T T E R
5 . 8 M I N C R E A S E I N F O L L O W E R S O N A D I D A S ’ M A J O R S O C I A L M E D I A P L A T F O R M S
A D I D A S E X C E E D E D € 2 . 2 B N F O O T B A L L S A L E S T A R G E T S
Stirring Emotions - Making the Human Connection
Get naked and try over
20 live shower heads
Show off your grill skills Cook on a $90,000 La Cornue
Play at events, large and small Learn with a world-renowned chef
friends and family welcomed
Enjoy a handcrafted
Coffee on the house
PIRCH
RESU LTS:
A V E R A G E 2 . 7 5 H R S D W E L L ( S A M E A S I K E A )
S A L E S H I G H E R T H A N A P P L E A C R O S S 2 5 K S Q U A R E F O O T
R A N K E D # 2 5 O N F O R B E S ’ M O S T P R O M I S I N G C O M P A N I E S
W E N E E D T O C R E A T E
A R O L L E R C O A S T E R
O F E M O T I O N S
FINDING FOCUS WITH THE PEAK END RULE
Psychological theory of human behavior developed
by Daniel Kahneman and Barbara Fredrickson
K E E P I N G T H E B R A N D T O P O F
M I N D , D R I V I N G R E P E A T V I S I T S
B O T H O N L I N E A N D I N S T O R E
WHY?:
T H I N K L I K E A F I L M D I R E C T O R
HOW?:
ROCKY
R A C I N G U P T H E P H I L A D E L P H I A M U S E U M O F A R T S T E P S
T H E C O N C L U D I N G B A T T L E A G A I N S T A P O L L O
JAMES BOND
T H E O P E N I N G S C E N E W I T H
J A W - D R O P P I N G S T U N T S
T H E S P E C T A C U L A R L Y S U A V E
C L O S I N G S C E N E A S
J A M E S D R I V E S A W A Y
T H E E N D O F T H E E X P E R I E N C E
T h e f o r g o t t e n p a r t o f
t h e c u s t o m e r e x p e r i e n c e
T o p 5 f r u s t r a t i o n s o f
t h e o v e r a l l i n - s t o r e
s h o p p i n g e x p e r i e n c e
W H Y R U I N A G R E A T I N - S T O R E
E X P E R I N E C E W I T H A P O O R
P A Y M E N T P R O C E S S ?
R e t a i l e r m u s t c h a n g e t h e
d y n a m i c s o f h o w a n d w h e r e
p e o p l e p a y t o r e d u c e f r i c t i o n
P a y a n y w h e r e
I n v i s i b l e p a y m e n t s f o r
a t a n g i b l e e x p e r i e n c e
62%O f c o n s u m e r s w o u l d
l i k e t o l e a v e h o m e
w i t h o u t t h e i r w a l l e t
Stirring Emotions - Making the Human Connection
BUT DOES EXPERIENCE = REVENUE?
Group XP
Experience Index 2017
BrandZ
46 Countries
43,000 Brands
½ million pieces of data
3 years performance data
F O U R C O M P O N E N T S T O B U I L D E X P E R I E N C E V A L U E
Create
…something unique
Engage
…through integrated
services and content
Deliver
…on your most
important needs
Strive
…to make people’s
future lives better
2017 Results Confidential until Oct. 12th.
FOR THE OFFICIAL LAUNCH OF THE
GROUP XP EXPERIENCE INDEX 2017
TUNE INTO THE LIVE WEBINAR ON
12th OCTOBER
Learn more at: www.group-xp.com
RETAIL STORES WILL CHANGE MORE OVER THE
NEXT FIVE YEARS THAN THE LAST FIFTY
LOCATE THE CORE EMOTION OF YOUR BRAND
CONNECTING THE POWER OF MEMORIES TO REVENUE
WITH THE PEAK END RULE
EVERY BRAND NEEDS AN EXPERIENCE SIGNATURE
D O W N L O A D O N S L I D E S H A R E
https://www.slideshare.net/FITCH_design
@iSawThisMorning
@FITCHdesign
#StirringEmotions

More Related Content

What's hot

Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your Car
Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your CarJack D. Ryger: The Need For Speed - 7 Places to Legally Race Your Car
Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your CarJack D. Ryger
 
Final slide PPP
Final slide PPPFinal slide PPP
Final slide PPPSunny Jo
 
Web navegadores y buscadores
Web navegadores y buscadoresWeb navegadores y buscadores
Web navegadores y buscadoresEduardo Chávez
 
The Art Of Practicing - WebSummit 2014
The Art Of Practicing - WebSummit 2014The Art Of Practicing - WebSummit 2014
The Art Of Practicing - WebSummit 2014Nikolai Onken
 
EVENT TECH 2016: THE THINGS YOU NEED TO KNOW
EVENT TECH 2016: THE THINGS YOU NEED TO KNOWEVENT TECH 2016: THE THINGS YOU NEED TO KNOW
EVENT TECH 2016: THE THINGS YOU NEED TO KNOWJosh King
 
Revolutionary Study May Help Kidney Transplant Patients
Revolutionary Study May Help Kidney Transplant PatientsRevolutionary Study May Help Kidney Transplant Patients
Revolutionary Study May Help Kidney Transplant PatientsStephanie Bova
 
Tratando seu blog como um (ótimo) negócio
Tratando seu blog como um (ótimo) negócioTratando seu blog como um (ótimo) negócio
Tratando seu blog como um (ótimo) negócioNick Ellis
 
Martina, fiestas
Martina, fiestasMartina, fiestas
Martina, fiestasESO1
 
Franchisee Business Proposal
Franchisee Business ProposalFranchisee Business Proposal
Franchisee Business ProposalPRSInternational1
 
Steve Rice: Plan A Trip To Montreal
Steve Rice: Plan A Trip To MontrealSteve Rice: Plan A Trip To Montreal
Steve Rice: Plan A Trip To MontrealSteve Rice Los Gatos
 
Steve Rice: Fun Things To Do In Los Gatos
Steve Rice: Fun Things To Do In Los GatosSteve Rice: Fun Things To Do In Los Gatos
Steve Rice: Fun Things To Do In Los GatosSteve Rice Los Gatos
 
Top 10 Places To Visit In London
Top 10 Places To Visit In LondonTop 10 Places To Visit In London
Top 10 Places To Visit In LondonBrett Cotham
 
Why 2015 is the Best Time To Become an Organ Donor
Why 2015 is the Best Time To Become an Organ DonorWhy 2015 is the Best Time To Become an Organ Donor
Why 2015 is the Best Time To Become an Organ DonorGail Lehman
 
Dubai: The VIP Experience
Dubai: The VIP ExperienceDubai: The VIP Experience
Dubai: The VIP ExperienceJosh King
 
POV: How to Stand Out Through Digital Storytelling
POV: How to Stand Out Through Digital StorytellingPOV: How to Stand Out Through Digital Storytelling
POV: How to Stand Out Through Digital StorytellingJillian Hart
 
LONDON: THE VIP EXPERIENCE
LONDON: THE VIP EXPERIENCELONDON: THE VIP EXPERIENCE
LONDON: THE VIP EXPERIENCEJosh King
 

What's hot (18)

Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your Car
Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your CarJack D. Ryger: The Need For Speed - 7 Places to Legally Race Your Car
Jack D. Ryger: The Need For Speed - 7 Places to Legally Race Your Car
 
Final slide PPP
Final slide PPPFinal slide PPP
Final slide PPP
 
Web navegadores y buscadores
Web navegadores y buscadoresWeb navegadores y buscadores
Web navegadores y buscadores
 
The Art Of Practicing - WebSummit 2014
The Art Of Practicing - WebSummit 2014The Art Of Practicing - WebSummit 2014
The Art Of Practicing - WebSummit 2014
 
EVENT TECH 2016: THE THINGS YOU NEED TO KNOW
EVENT TECH 2016: THE THINGS YOU NEED TO KNOWEVENT TECH 2016: THE THINGS YOU NEED TO KNOW
EVENT TECH 2016: THE THINGS YOU NEED TO KNOW
 
Design Session
Design Session Design Session
Design Session
 
Revolutionary Study May Help Kidney Transplant Patients
Revolutionary Study May Help Kidney Transplant PatientsRevolutionary Study May Help Kidney Transplant Patients
Revolutionary Study May Help Kidney Transplant Patients
 
Tratando seu blog como um (ótimo) negócio
Tratando seu blog como um (ótimo) negócioTratando seu blog como um (ótimo) negócio
Tratando seu blog como um (ótimo) negócio
 
Diapositiva de husky siberiano
Diapositiva de husky siberianoDiapositiva de husky siberiano
Diapositiva de husky siberiano
 
Martina, fiestas
Martina, fiestasMartina, fiestas
Martina, fiestas
 
Franchisee Business Proposal
Franchisee Business ProposalFranchisee Business Proposal
Franchisee Business Proposal
 
Steve Rice: Plan A Trip To Montreal
Steve Rice: Plan A Trip To MontrealSteve Rice: Plan A Trip To Montreal
Steve Rice: Plan A Trip To Montreal
 
Steve Rice: Fun Things To Do In Los Gatos
Steve Rice: Fun Things To Do In Los GatosSteve Rice: Fun Things To Do In Los Gatos
Steve Rice: Fun Things To Do In Los Gatos
 
Top 10 Places To Visit In London
Top 10 Places To Visit In LondonTop 10 Places To Visit In London
Top 10 Places To Visit In London
 
Why 2015 is the Best Time To Become an Organ Donor
Why 2015 is the Best Time To Become an Organ DonorWhy 2015 is the Best Time To Become an Organ Donor
Why 2015 is the Best Time To Become an Organ Donor
 
Dubai: The VIP Experience
Dubai: The VIP ExperienceDubai: The VIP Experience
Dubai: The VIP Experience
 
POV: How to Stand Out Through Digital Storytelling
POV: How to Stand Out Through Digital StorytellingPOV: How to Stand Out Through Digital Storytelling
POV: How to Stand Out Through Digital Storytelling
 
LONDON: THE VIP EXPERIENCE
LONDON: THE VIP EXPERIENCELONDON: THE VIP EXPERIENCE
LONDON: THE VIP EXPERIENCE
 

Viewers also liked

Bright Lights, Big City, Small Boxes: Designing for urban shoppers
Bright Lights, Big City, Small Boxes: Designing for urban shoppers Bright Lights, Big City, Small Boxes: Designing for urban shoppers
Bright Lights, Big City, Small Boxes: Designing for urban shoppers FITCH
 
Black Friday webinar with The Store
Black Friday webinar with The StoreBlack Friday webinar with The Store
Black Friday webinar with The StoreFITCH
 
New rules for a new reality
New rules for a new realityNew rules for a new reality
New rules for a new realityFITCH
 
Don't be a Designosaur: How to avoid creative extinction
Don't be a Designosaur: How to avoid creative extinctionDon't be a Designosaur: How to avoid creative extinction
Don't be a Designosaur: How to avoid creative extinctionFITCH
 
FITCH Fuel - The Future of Malls in Singapore
FITCH Fuel - The Future of Malls in SingaporeFITCH Fuel - The Future of Malls in Singapore
FITCH Fuel - The Future of Malls in SingaporeFITCH
 
10 New Retail Rules
10 New Retail Rules10 New Retail Rules
10 New Retail RulesFITCH
 
From shop-keeping to thrill seeking
From shop-keeping to thrill seekingFrom shop-keeping to thrill seeking
From shop-keeping to thrill seekingFITCH
 
Generous Brands 2.0 at NRF 2017
Generous Brands 2.0 at NRF 2017Generous Brands 2.0 at NRF 2017
Generous Brands 2.0 at NRF 2017FITCH
 
Retail 2020 by Dominique Bonnafoux
Retail 2020 by Dominique Bonnafoux Retail 2020 by Dominique Bonnafoux
Retail 2020 by Dominique Bonnafoux FITCH
 
The Joy of Work
The Joy of WorkThe Joy of Work
The Joy of WorkFITCH
 
The Future of Craft in a Mass Retail World
The Future of Craft in a Mass Retail WorldThe Future of Craft in a Mass Retail World
The Future of Craft in a Mass Retail WorldFITCH
 
The Art of The Lasting Impression
The Art of The Lasting ImpressionThe Art of The Lasting Impression
The Art of The Lasting ImpressionFITCH
 
AR: Augmenting the Retail Customer Experience
AR: Augmenting the Retail Customer ExperienceAR: Augmenting the Retail Customer Experience
AR: Augmenting the Retail Customer ExperienceFITCH
 
Building the future of retail with emotions
Building the future of retail with emotionsBuilding the future of retail with emotions
Building the future of retail with emotionsFITCH
 

Viewers also liked (14)

Bright Lights, Big City, Small Boxes: Designing for urban shoppers
Bright Lights, Big City, Small Boxes: Designing for urban shoppers Bright Lights, Big City, Small Boxes: Designing for urban shoppers
Bright Lights, Big City, Small Boxes: Designing for urban shoppers
 
Black Friday webinar with The Store
Black Friday webinar with The StoreBlack Friday webinar with The Store
Black Friday webinar with The Store
 
New rules for a new reality
New rules for a new realityNew rules for a new reality
New rules for a new reality
 
Don't be a Designosaur: How to avoid creative extinction
Don't be a Designosaur: How to avoid creative extinctionDon't be a Designosaur: How to avoid creative extinction
Don't be a Designosaur: How to avoid creative extinction
 
FITCH Fuel - The Future of Malls in Singapore
FITCH Fuel - The Future of Malls in SingaporeFITCH Fuel - The Future of Malls in Singapore
FITCH Fuel - The Future of Malls in Singapore
 
10 New Retail Rules
10 New Retail Rules10 New Retail Rules
10 New Retail Rules
 
From shop-keeping to thrill seeking
From shop-keeping to thrill seekingFrom shop-keeping to thrill seeking
From shop-keeping to thrill seeking
 
Generous Brands 2.0 at NRF 2017
Generous Brands 2.0 at NRF 2017Generous Brands 2.0 at NRF 2017
Generous Brands 2.0 at NRF 2017
 
Retail 2020 by Dominique Bonnafoux
Retail 2020 by Dominique Bonnafoux Retail 2020 by Dominique Bonnafoux
Retail 2020 by Dominique Bonnafoux
 
The Joy of Work
The Joy of WorkThe Joy of Work
The Joy of Work
 
The Future of Craft in a Mass Retail World
The Future of Craft in a Mass Retail WorldThe Future of Craft in a Mass Retail World
The Future of Craft in a Mass Retail World
 
The Art of The Lasting Impression
The Art of The Lasting ImpressionThe Art of The Lasting Impression
The Art of The Lasting Impression
 
AR: Augmenting the Retail Customer Experience
AR: Augmenting the Retail Customer ExperienceAR: Augmenting the Retail Customer Experience
AR: Augmenting the Retail Customer Experience
 
Building the future of retail with emotions
Building the future of retail with emotionsBuilding the future of retail with emotions
Building the future of retail with emotions
 

Similar to Stirring Emotions - Making the Human Connection

Educación en derechos humanos.werner de león
Educación en derechos humanos.werner de leónEducación en derechos humanos.werner de león
Educación en derechos humanos.werner de leónLic Werner De León
 
PITCH_Videojuegos Analítica de datos.pptx
PITCH_Videojuegos Analítica de datos.pptxPITCH_Videojuegos Analítica de datos.pptx
PITCH_Videojuegos Analítica de datos.pptxJulinHidalgo4
 
Final Evaluation.pptx
Final Evaluation.pptxFinal Evaluation.pptx
Final Evaluation.pptxSamClarke68
 
Final Evaluation.pptx
Final Evaluation.pptxFinal Evaluation.pptx
Final Evaluation.pptxSamClarke68
 
5 TRENDS FOR NOW BY MUTATO
5 TRENDS FOR NOW BY MUTATO5 TRENDS FOR NOW BY MUTATO
5 TRENDS FOR NOW BY MUTATOMutato
 
Feels.js
Feels.jsFeels.js
Feels.jsFITC
 
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS	DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS Hilary Ip
 
The Product Life Cycle
The Product Life CycleThe Product Life Cycle
The Product Life CycleMudassir Raza
 
The Most Anticipated Healthcare Tech of 2018
The Most Anticipated Healthcare Tech of 2018The Most Anticipated Healthcare Tech of 2018
The Most Anticipated Healthcare Tech of 2018Steve Moye
 
Steps and Plan for Recruitment using Social Media
Steps and Plan for Recruitment using Social MediaSteps and Plan for Recruitment using Social Media
Steps and Plan for Recruitment using Social MediaDivyanshiJoshi
 
Oudejaarskwis 2015
Oudejaarskwis 2015Oudejaarskwis 2015
Oudejaarskwis 2015Olger Smit
 
Dicas para potencializar o tratamento dos cabelos em casa
Dicas para potencializar o tratamento dos cabelos em casaDicas para potencializar o tratamento dos cabelos em casa
Dicas para potencializar o tratamento dos cabelos em casaCarla Lemos
 
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...Alfredo Moscoso
 
Fresh Spar Technologies Company New Brochure
Fresh Spar Technologies Company New BrochureFresh Spar Technologies Company New Brochure
Fresh Spar Technologies Company New BrochureManojkumar C
 

Similar to Stirring Emotions - Making the Human Connection (20)

Educación en derechos humanos.werner de león
Educación en derechos humanos.werner de leónEducación en derechos humanos.werner de león
Educación en derechos humanos.werner de león
 
PITCH_Videojuegos Analítica de datos.pptx
PITCH_Videojuegos Analítica de datos.pptxPITCH_Videojuegos Analítica de datos.pptx
PITCH_Videojuegos Analítica de datos.pptx
 
Final Evaluation.pptx
Final Evaluation.pptxFinal Evaluation.pptx
Final Evaluation.pptx
 
Final Evaluation.pptx
Final Evaluation.pptxFinal Evaluation.pptx
Final Evaluation.pptx
 
5 TRENDS FOR NOW BY MUTATO
5 TRENDS FOR NOW BY MUTATO5 TRENDS FOR NOW BY MUTATO
5 TRENDS FOR NOW BY MUTATO
 
Branding
Branding Branding
Branding
 
Feels.js
Feels.jsFeels.js
Feels.js
 
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS	DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS
DOLLY JONES & CLAIRE SINGER - STORYTELLING FOR YOUR BRANDS
 
The Product Life Cycle
The Product Life CycleThe Product Life Cycle
The Product Life Cycle
 
The Most Anticipated Healthcare Tech of 2018
The Most Anticipated Healthcare Tech of 2018The Most Anticipated Healthcare Tech of 2018
The Most Anticipated Healthcare Tech of 2018
 
Steps and Plan for Recruitment using Social Media
Steps and Plan for Recruitment using Social MediaSteps and Plan for Recruitment using Social Media
Steps and Plan for Recruitment using Social Media
 
Oudejaarskwis 2015
Oudejaarskwis 2015Oudejaarskwis 2015
Oudejaarskwis 2015
 
EL VALOR DE LA AMISTAD
EL VALOR DE LA AMISTADEL VALOR DE LA AMISTAD
EL VALOR DE LA AMISTAD
 
Dicas para potencializar o tratamento dos cabelos em casa
Dicas para potencializar o tratamento dos cabelos em casaDicas para potencializar o tratamento dos cabelos em casa
Dicas para potencializar o tratamento dos cabelos em casa
 
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...
MELLIZOS DE PADRES DIFERENTES - MEDICINA CLARA VIH Y SIDA TODO LO QUE NECESIT...
 
FVR Portfolio v2
FVR Portfolio v2FVR Portfolio v2
FVR Portfolio v2
 
conservation of plants.pptx
conservation of plants.pptxconservation of plants.pptx
conservation of plants.pptx
 
Fresh Spar Technologies Company New Brochure
Fresh Spar Technologies Company New BrochureFresh Spar Technologies Company New Brochure
Fresh Spar Technologies Company New Brochure
 
Ada 5 b3_castillo_monica
Ada 5 b3_castillo_monicaAda 5 b3_castillo_monica
Ada 5 b3_castillo_monica
 
DPU SUMMER LAB PROPOSAL GROUP A
DPU SUMMER LAB PROPOSAL GROUP ADPU SUMMER LAB PROPOSAL GROUP A
DPU SUMMER LAB PROPOSAL GROUP A
 

More from FITCH

The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020
The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020
The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020FITCH
 
Meeting The Needs of Tomorrow's Shoppers
Meeting The Needs of Tomorrow's ShoppersMeeting The Needs of Tomorrow's Shoppers
Meeting The Needs of Tomorrow's ShoppersFITCH
 
Experience Themes
Experience ThemesExperience Themes
Experience ThemesFITCH
 
Gen Z: The Future of Retail at Cosmoprof NA
Gen Z: The Future of Retail at Cosmoprof NAGen Z: The Future of Retail at Cosmoprof NA
Gen Z: The Future of Retail at Cosmoprof NAFITCH
 
Future of retail isn't shopping...it's service
Future of retail isn't shopping...it's serviceFuture of retail isn't shopping...it's service
Future of retail isn't shopping...it's serviceFITCH
 
Leveraging Technology to Foster Creativity and Amplify Emotions
Leveraging Technology to Foster Creativity and Amplify EmotionsLeveraging Technology to Foster Creativity and Amplify Emotions
Leveraging Technology to Foster Creativity and Amplify EmotionsFITCH
 
Your Pack on the Rack: The five rules of packaging design
Your Pack on the Rack: The five rules of packaging designYour Pack on the Rack: The five rules of packaging design
Your Pack on the Rack: The five rules of packaging designFITCH
 
The Peaks of Shopping - Creating a rollercoaster of emotions
The Peaks of Shopping - Creating a rollercoaster of emotionsThe Peaks of Shopping - Creating a rollercoaster of emotions
The Peaks of Shopping - Creating a rollercoaster of emotionsFITCH
 
Aprons and Algorithms - The Future of Retail Experiences
Aprons and Algorithms - The Future of Retail ExperiencesAprons and Algorithms - The Future of Retail Experiences
Aprons and Algorithms - The Future of Retail ExperiencesFITCH
 
Retail experience: Diagnostic and solutions
Retail experience: Diagnostic and solutionsRetail experience: Diagnostic and solutions
Retail experience: Diagnostic and solutionsFITCH
 
The rollercoaster of emotions: How brands and agencies can enjoy the ride
The rollercoaster of emotions: How brands and agencies can enjoy the rideThe rollercoaster of emotions: How brands and agencies can enjoy the ride
The rollercoaster of emotions: How brands and agencies can enjoy the rideFITCH
 
The Modern East, Jimmy Kmeid at Dubai Lynx
The Modern East, Jimmy Kmeid at Dubai LynxThe Modern East, Jimmy Kmeid at Dubai Lynx
The Modern East, Jimmy Kmeid at Dubai LynxFITCH
 
Agile Retail: Embracing the pace of change
Agile Retail: Embracing the pace of changeAgile Retail: Embracing the pace of change
Agile Retail: Embracing the pace of changeFITCH
 
360 Degrees of Marketing: The Retail Revolution
360 Degrees of Marketing: The Retail Revolution360 Degrees of Marketing: The Retail Revolution
360 Degrees of Marketing: The Retail RevolutionFITCH
 
A Very British Black Friday: The Real Winners and Losers
A Very British Black Friday: The Real Winners and LosersA Very British Black Friday: The Real Winners and Losers
A Very British Black Friday: The Real Winners and LosersFITCH
 
How the Internet of Things changes design thinking
How the Internet of Things changes design thinkingHow the Internet of Things changes design thinking
How the Internet of Things changes design thinkingFITCH
 

More from FITCH (16)

The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020
The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020
The Roaring Twenties: How Global Retail Brands Will Stay Relevant in 2020
 
Meeting The Needs of Tomorrow's Shoppers
Meeting The Needs of Tomorrow's ShoppersMeeting The Needs of Tomorrow's Shoppers
Meeting The Needs of Tomorrow's Shoppers
 
Experience Themes
Experience ThemesExperience Themes
Experience Themes
 
Gen Z: The Future of Retail at Cosmoprof NA
Gen Z: The Future of Retail at Cosmoprof NAGen Z: The Future of Retail at Cosmoprof NA
Gen Z: The Future of Retail at Cosmoprof NA
 
Future of retail isn't shopping...it's service
Future of retail isn't shopping...it's serviceFuture of retail isn't shopping...it's service
Future of retail isn't shopping...it's service
 
Leveraging Technology to Foster Creativity and Amplify Emotions
Leveraging Technology to Foster Creativity and Amplify EmotionsLeveraging Technology to Foster Creativity and Amplify Emotions
Leveraging Technology to Foster Creativity and Amplify Emotions
 
Your Pack on the Rack: The five rules of packaging design
Your Pack on the Rack: The five rules of packaging designYour Pack on the Rack: The five rules of packaging design
Your Pack on the Rack: The five rules of packaging design
 
The Peaks of Shopping - Creating a rollercoaster of emotions
The Peaks of Shopping - Creating a rollercoaster of emotionsThe Peaks of Shopping - Creating a rollercoaster of emotions
The Peaks of Shopping - Creating a rollercoaster of emotions
 
Aprons and Algorithms - The Future of Retail Experiences
Aprons and Algorithms - The Future of Retail ExperiencesAprons and Algorithms - The Future of Retail Experiences
Aprons and Algorithms - The Future of Retail Experiences
 
Retail experience: Diagnostic and solutions
Retail experience: Diagnostic and solutionsRetail experience: Diagnostic and solutions
Retail experience: Diagnostic and solutions
 
The rollercoaster of emotions: How brands and agencies can enjoy the ride
The rollercoaster of emotions: How brands and agencies can enjoy the rideThe rollercoaster of emotions: How brands and agencies can enjoy the ride
The rollercoaster of emotions: How brands and agencies can enjoy the ride
 
The Modern East, Jimmy Kmeid at Dubai Lynx
The Modern East, Jimmy Kmeid at Dubai LynxThe Modern East, Jimmy Kmeid at Dubai Lynx
The Modern East, Jimmy Kmeid at Dubai Lynx
 
Agile Retail: Embracing the pace of change
Agile Retail: Embracing the pace of changeAgile Retail: Embracing the pace of change
Agile Retail: Embracing the pace of change
 
360 Degrees of Marketing: The Retail Revolution
360 Degrees of Marketing: The Retail Revolution360 Degrees of Marketing: The Retail Revolution
360 Degrees of Marketing: The Retail Revolution
 
A Very British Black Friday: The Real Winners and Losers
A Very British Black Friday: The Real Winners and LosersA Very British Black Friday: The Real Winners and Losers
A Very British Black Friday: The Real Winners and Losers
 
How the Internet of Things changes design thinking
How the Internet of Things changes design thinkingHow the Internet of Things changes design thinking
How the Internet of Things changes design thinking
 

Recently uploaded

Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDeborahnich
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesLiveplex
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationVinculum Solutions Pvt. Ltd.
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codesbirs gonzo
 
Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxJohn Andrews
 

Recently uploaded (6)

Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce Platform
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New Possibilities
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-Reconciliation
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codes
 
Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptx
 
Ball Pens
Ball                                PensBall                                Pens
Ball Pens
 

Stirring Emotions - Making the Human Connection

  • 1. S T I R R I N G E M O T I O N S M A K I N G T H E H U M A N C O N N E C T I O N
  • 2. A L A S D A I R L E N N O X E X E C U T I V E C R E A T I V E D I R E C T O R @iSawThisMorning @FITCHdesign #StirringEmotions
  • 3. T H E W O R L D ’ S L E A D I N G B R A N D & R E T A I L C O N S U L T A N C Y / 9 C O U N T R I E S . / 1 5 S T U D I O S . / 3 5 0 + A S S O C I A T E S .
  • 5. TODAY: S T I R R I N G E M O T I O N S P E A K E N D R U L E & C R E A T I N G M E M O R I E S P R E V I E W O F T H E G R O U P X P E X P E R I E N C E I N D E X Q & A
  • 6. E MO T I O N S D I F F E R E N T I A T E H UMA N S F R O M O T H E R LI V I N G T H I N G S T H E Y MA K E US UN P R E D I CT A B LE , I MP ULS I V E A N D E N D LE S S LY I N T E R E S T I N G O UR E MO T I O N S A LLO W B R A N D S T O CO N N E CT I N A MO R E R E LE V A N T A N D CO MME R CI A L W A Y
  • 7. F R O M P S Y CH O LO G Y CO N CE P T T O B US I N E S S A D V A N T A G E ? T H E P O T E N T I A L F O R D E S I G N T O S T R A T E G I CA LLY CR E A T E E MO T I O N S A N D B UI LD ME MO R I E S B US I N E S S E S A R E S E E I N G G R O W T H I N CO N S I D E R A T I O N A N D P UR CH A S E B Y CR A F T I N G E MO T I O N A LLY F O CUS E D I N T E R A CT I O N S
  • 8. S T I R R I N G E M O T I O N S
  • 9. T H E E I G H T C O R E H U M A N E M O T I O N S
  • 10. I F Y O UR B R A N D W A N T S T O D I F F E R E N T I A T E LO N G T E R M A N D B E A S E R I A L I N N O V A T O R I T N E E D S T O LO CA T E I T S CO R E E MO T I O N E MO T I O N S G O D E E P E R T H A N D I S R UP T I O N A N D G I V E B R A N D S T H A T A LL I MP O R T A N T N A R R A T I V E H O W E V E R W E CA N US E E MO T I O N S T O A T T A CH ME MO R A B LE J O UR N E Y S A N D I N T E R A CT I O N S T O Y O UR CUS T O ME R S .
  • 11. LEVEL KIDS SURPRISE & WONDERMENT ADIDAS BATTLE PACK ANGER & FEAR PIRCH JOY T H R E E D I F F E R E N T B R A N D S T H R E E C O R E E M O T I O N S :
  • 13. LEV EL KIDS RESU LTS: L E V E L K I D S A T T R A C T E D 2 0 0 L U X U R Y B R A N D S T O L E A S E S H O P - I N - S H O P S , B R A N D S I N C L U D E B A B Y D I O R , R A L P H L A U R E N A N D D O L C E & G A B B A N A F E A T U R E D O N T H E C O V E R O F O N E O F T H E U S ’ S L E A D I N G R E T A I L D E S I G N M A G A Z I C E S ( V M S D ) S T O R E D E S I G N O F T H E Y E A R A T T H E R E T A I L W E E K I N T E R I O R S A W A R D S I N T H E U K T H E C H A L O U B G R O U P H A S R E C E I V E D N U M E R O U S H A N D W R I T T E N N O T E S F R O M C H I L D R E N E X P R E S S I N G T H E I R L O V E F O R F O R T H E S T O R E
  • 14. ADIDAS RESU LTS: M O S T T A L K E D A B O U T B R A N D A T T H E W O R L D C U P 4 T I M E S M O R E M E N T I O N S T H A N N E A R E S T C O M P E T I T O R # A L L I N M O S T U S E D B R A N D H A S H T A G O N T W I T T E R 5 . 8 M I N C R E A S E I N F O L L O W E R S O N A D I D A S ’ M A J O R S O C I A L M E D I A P L A T F O R M S A D I D A S E X C E E D E D € 2 . 2 B N F O O T B A L L S A L E S T A R G E T S
  • 16. Get naked and try over 20 live shower heads Show off your grill skills Cook on a $90,000 La Cornue Play at events, large and small Learn with a world-renowned chef friends and family welcomed Enjoy a handcrafted Coffee on the house
  • 17. PIRCH RESU LTS: A V E R A G E 2 . 7 5 H R S D W E L L ( S A M E A S I K E A ) S A L E S H I G H E R T H A N A P P L E A C R O S S 2 5 K S Q U A R E F O O T R A N K E D # 2 5 O N F O R B E S ’ M O S T P R O M I S I N G C O M P A N I E S
  • 18. W E N E E D T O C R E A T E A R O L L E R C O A S T E R O F E M O T I O N S
  • 19. FINDING FOCUS WITH THE PEAK END RULE Psychological theory of human behavior developed by Daniel Kahneman and Barbara Fredrickson
  • 20. K E E P I N G T H E B R A N D T O P O F M I N D , D R I V I N G R E P E A T V I S I T S B O T H O N L I N E A N D I N S T O R E WHY?:
  • 21. T H I N K L I K E A F I L M D I R E C T O R HOW?:
  • 22. ROCKY R A C I N G U P T H E P H I L A D E L P H I A M U S E U M O F A R T S T E P S T H E C O N C L U D I N G B A T T L E A G A I N S T A P O L L O
  • 23. JAMES BOND T H E O P E N I N G S C E N E W I T H J A W - D R O P P I N G S T U N T S T H E S P E C T A C U L A R L Y S U A V E C L O S I N G S C E N E A S J A M E S D R I V E S A W A Y
  • 24. T H E E N D O F T H E E X P E R I E N C E T h e f o r g o t t e n p a r t o f t h e c u s t o m e r e x p e r i e n c e T o p 5 f r u s t r a t i o n s o f t h e o v e r a l l i n - s t o r e s h o p p i n g e x p e r i e n c e
  • 25. W H Y R U I N A G R E A T I N - S T O R E E X P E R I N E C E W I T H A P O O R P A Y M E N T P R O C E S S ? R e t a i l e r m u s t c h a n g e t h e d y n a m i c s o f h o w a n d w h e r e p e o p l e p a y t o r e d u c e f r i c t i o n P a y a n y w h e r e I n v i s i b l e p a y m e n t s f o r a t a n g i b l e e x p e r i e n c e 62%O f c o n s u m e r s w o u l d l i k e t o l e a v e h o m e w i t h o u t t h e i r w a l l e t
  • 27. BUT DOES EXPERIENCE = REVENUE?
  • 28. Group XP Experience Index 2017 BrandZ 46 Countries 43,000 Brands ½ million pieces of data 3 years performance data
  • 29. F O U R C O M P O N E N T S T O B U I L D E X P E R I E N C E V A L U E Create …something unique Engage …through integrated services and content Deliver …on your most important needs Strive …to make people’s future lives better
  • 30. 2017 Results Confidential until Oct. 12th.
  • 31. FOR THE OFFICIAL LAUNCH OF THE GROUP XP EXPERIENCE INDEX 2017 TUNE INTO THE LIVE WEBINAR ON 12th OCTOBER Learn more at: www.group-xp.com
  • 32. RETAIL STORES WILL CHANGE MORE OVER THE NEXT FIVE YEARS THAN THE LAST FIFTY LOCATE THE CORE EMOTION OF YOUR BRAND CONNECTING THE POWER OF MEMORIES TO REVENUE WITH THE PEAK END RULE EVERY BRAND NEEDS AN EXPERIENCE SIGNATURE
  • 33. D O W N L O A D O N S L I D E S H A R E https://www.slideshare.net/FITCH_design @iSawThisMorning @FITCHdesign #StirringEmotions