295: Shift Customer Experiences Into Memories

Retail Transformation Show with Oliver Banks

If we focus only on creating a great customer experience in the moment, we're missing the opportunity for positive impact. This episode explores how to craft unforgettable customer interactions that forge long-term loyalty. Join Oliver Banks and discover why we must consider designing memories and how neuroscience reveals the opportunities to etch the brand into a customer's brain. The aim is to create positive, lasting impressions and avoid negative memories so that customers remember the brand fondly and choose to keep coming back for an excellent experience.

Listen to this episode and hear:

• How the brain creates memories and how we can use this to our advantage.
• Discussion prompts to design retail interactions that turn routine outings into standout memories.
• How emotional connections can amplify the likelihood of forming customer memories.
• How to reverse the approach to avoid creating bad memories.

The full show notes are at www.obandco.uk/295.