KokoroBites: Start with emotions to build winning propositions

Supercharge your brain cells in 20 minutes with our live webinar series

Don’t default to the rational! How to start with emotions to build winning products, services and experiences

The common problem for brands is that even if they are aware of the power of emotions, when they start to make big decisions – say about the development of a new proposition – they default to rational factors. This is often about the concrete features and benefits; things the business can be sure it is either delivering or not. When these are tested, the questions asked tend to invite rational evaluations. Results are then biased towards options that tick these boxes. The trouble is, when the product hits the shelves it isn’t judged in this way at all. The feel of it trumps the think and sales predictions made on the back of the findings are likely to be inaccurate.

The more effective way is to start with emotions customers want to feel, and design to this. This webinar will show you how you can do just that!

What will you learn?

In just 20 minutes you’ll get our award-winning thinking on leveraging emotions. We’ll show you:

  • Why you need to start with the feelings and think about the thinking later
  • How to explore new ideas, starting with feelings, and testing implicitly – a far more telling way of getting to perceptions than asking “why do you like it?”
  • The brands getting it right and wrong when it comes to connecting emotionally – examples of winning and losing products, packaging, services and experiences to stimulate your thinking

When is it?

Thursday 28th November – 14:00 GMT (15:00 CET, 09:30 New York time)

This is a live session lasting 20 minutes – including 5 minutes Q&A at the end

Who is it for?

Anyone working in market research, insight and analytics, innovation, NPD, marketing, advertising, CX or UX – from startups to global brands

Love to attend but can’t make the time?

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CX metrics stalling? Here’s how to drive change

Growth is hard. It takes effort. However, we all want it – we’re programmed to seek improvements and make progress. But wanting to improve and actually improving are two very different things. The second requires action.

Obvious? In reality, we often get overwhelmed by the ‘big picture’ of what needs doing or distracted by the drumbeat of the everyday. A work deadline trumps going to that dance class you’ve signed up for. A cheeky gin (or three) is more appealing than cooking some healthy meal that’s supposed to take 20 minutes but consumes a whole evening.

Growth for brands is even harder. It relies on lots of people acting together. Often a huge workforce of field managers and head office stakeholders will need to combine to achieve any change.

So how can we encourage action?

Empowerment is key. It’s a word we hear often these days, but it’s true that if we feel empowered and believe we’ll succeed, we’re much more likely to take the action needed to grow. Within two years of Roger Bannister running the world’s first four-minute mile, 37 other athletes had done the same. What changed? Bannister proved it was possible and so others started to believe they could do it too. For brands, the notion holds true – belief drives action and success breeds success.

And this is where the magic happens – when we take even the smallest action, this success reinforces our self-belief, which in turn encourages us to take more action.

Programmes meant to track progress towards growth targets should focus on empowering teams to act on opportunities. However, they often do the opposite. CX studies brought in to be ‘the eyes of the customer’ spot granular pain points but, in doing so, take this role away from managers – implying they can’t be relied on. Far from empowering!

Four ways our CX programmes empower teams to act

  1. Knowledge. For teams to feel empowered they need to be equipped with the right knowledge. And because people learn best by doing rather than being shown, Kokoro goes beyond just telling frontline teams their results. As well as real-time access to KPIs and suggested actions, our activation packs use a range of creative techniques to equip teams with knowledge on how to win hearts and create memories – and why both are important!

 

  1. Gratitude. Celebrating success and showing gratitude are great ways to engage teams and empower action. Happy colleagues = happy customers. Our inspiring portal noticeboards help via videos that showcase great service, shout outs that recognise efforts and competitions which engage teams in celebrating successes.

 

  1. Accountability. For Head Office, we don’t only deliver clear insights and pinpoint opportunities to improve the experience at a brand level. Our activation workshops and customer boards take things to the next level. Together with the brand we identify quick wins and effective actions, and remover barriers to delivery. The result: prioritised next steps, accountability and stakeholders who enjoy that vital feeling of empowerment. The virtuous circle is formed. Change happens.

 

  1. Freedom. Whilst playing safe doesn’t always lead to disaster, it rarely brings the innovative, visionary moments linked with true growth. Our portals not only encourage teams to embrace feedback, they are also designed to be a safe space where those closest to the customer can give feedback and share ideas for improvements.

Listen to the feel not the thought

Businesses are often confused about how to gauge and play to consumers’ feelings. Surely your average supermarket or restaurant experience doesn’t have fluffy emotions at their core? Brands can mistakenly think emotions are just about adverts which give everyone a warm glow. Feeling open-minded about this? Read on…

We all feel more than we think. Emotions are the loudest voice behind every decision; from grabbing a pack of crisps, to choosing tonight’s dinner, to buying a car.

Does it feel uncomfortable, wrong even to say emotions pull the strings? Probably! We like to think we’re rational agents who make good, thought-through choices. On top of this, the word ‘emotion’ can conjure up images such as the over-the-top reactions to a tearjerker film. It can make us shudder and distrust or downplay our own emotions. This is made worse if we cannot tell a coherent, logical story to explain such reactions. Sometimes we can concoct a post-rationalised tale that lessens our disquiet e.g. when you buy a gorgeous candle without thinking and only later tell yourself you did so because the profits go to charity. On other occasions, there is no such cover story.

The truth is, we are constantly going with your gut. We’re drawn to something or repelled. It’s instant. Purchases that spark strong feelings are then more likely to be recalled – memory and emotion are closely related in the brain – and thus a virtuous circle is formed. We remember, we  are primed to see similar again and expect to get the same good feeling, and so on. It’s the explanation for the £3 coffee we buy each morning.

Emotions are at play in all of these moments – so why, when we start thinking about new experiences, evolved offers or a step-change in the experience, do we start with rational factors?

The common problem for brands is that even if they are aware of the power of emotions, when they start to make big decisions – say about the development of a new proposition – they default to rational factors. This is often about the concrete features and benefits; things the business can be sure it is either delivering or not. When these are tested, the questions asked tend to invite rational evaluations. Results are then biased towards options that tick these boxes. The trouble is, when the product hits the shelves it isn’t judged in this way at all. The feel of it trumps the think and sales predictions made on the back of the findings are likely to be inaccurate.

The more effective way is to start with emotions customers want to feel, and design to this. If a brand creates something that chimes instinctively it can, over time, persuade someone to build that rational narrative which satisfies them they’re making wise rather than flaky decisions. Our 5Drivers model helps unlock moments which are otherwise difficult to articulate. We can explore new ideas, starting with feelings, and then test implicitly – a far more telling way of getting to perceptions than asking “why do you like it?”

At initial ideation or co-creation – start with feelings, not lists of possible features. Our 5Drivers model helps consider emotions which don’t come to mind fast, like being energised by new things (Freedom), or the sensation of escape to a new world (Immersion).

LUSH is a great example of a business that led with feelings and succeeded. When it burst onto the scene it was a happy, feel-good experience that cut straight through to the emotions. We didn’t stop to question the higher prices and which ingredients made these justified. We were swept away by the sheer verve of the store experience. Of course, since then, LUSH has helped us form that explanatory narrative. We can genuinely appreciate virtues such as sustainability, anti-animal cruelty, handmade products, and empowered staff. However, this was not why we were attracted in the first place, nor what truly feeds our interest.

To create something visionary, start with the feelings. Think about the thinking later.

The explosive truth about consumer emotions – download our thought piece now

Report 1 just landed! See how the UK feels about Christmas 2019

Doom on the shop floor? An independent voice reveals what’s really in-store for Christmas 2019

Get prepared. This Christmas is looking tough. See just how tough, and discover the tactics that will win, in the first of our Christmas Unwrapped reports.

Report 1, a close look at people’s early planning, fears and wish-lists,  is hot off the press. We’ve analysed the feelings and behaviours of 2,000 UK consumers to reveal 5 macro trends that have huge implications for many brands this Christmas.

What do I get?

You get a story-led report, written by our senior insight experts, which will arm you with winning strategies. We’ve combined survey data analysis, qualitative research and wider behavioural trends to give you the big picture and the smallest details on how Christmas is shaping up and what people want.

You really don’t want to miss this analysis of how the nation’s emotions are changing Christmas 2019 vs. last year – including:

  • The big dreams and concerns for the season
  • How consumers want to feel at Christmas
  • How uncertainty, especially around Brexit, is hitting plans
  • What Christmas planning is underway and why
  • Predicted spend and what’s driving it
  • % of gift buying underway and the winning/losing categories
  • Christmas activities planned and their likely effect on buying behaviour
  • If it’s all about staying in vs. going out; a home-made Christmas vs. bought-in ease
  • How wellbeing and environmental anxieties are impacting plans
  • What it means to host Christmas in 2019

How much?

  • Report 1 is only £3,950 for over 40 slides of insights and recommended strategies.
  • Reports 2, 3 and 4 are also charged at only £3,950 each.
  • Or you can get all 4 reports for just £11,500! (saving you £4,000)

Each report is based on a sample of 2,000 nat. rep UK consumers plus qualitative interviews throughout the Christmas period.

What do reports 2,3 and 4 cover?

Parts 2-4 will capture consumers’ feelings, wants and actions at the next 3 key points in the Christmas journey. See more detail below:

Report 2: preparations underway

  • How plans are evolving
  • £ spent/still to play for
  • Brands quick off the mark
  • Response to big ad campaigns
  • Emerging winning tactics and hot buttons pressed

So you can benchmark your early performance and assess your tactics to win big

Released 25 Nov ’19

(Fieldwork 16-19 Nov)

Report 3: reality replaces dreams

  • Deep dive into Black Friday
  • Brands succeeding
  • Response to the big advertising campaigns
  • Emerging winning tactics and hot buttons pressed

So you can gauge the strategies which are hitting home and identify final tweaks to optimise your performance

Released 13 Dec ‘19

(Fieldwork 3-8 Dec)

Report 4: winners and losers revealed

  • Winners/losers and why
  • How hopes played out
  • Stated/revealed importance
  • Pain points in Christmas journey
  • Key emotions played to/missed
  • Outlook for 2020

So you can get great plans in place for Christmas 2020

Released 10 Jan ‘20

(Fieldwork 28 Dec-6 Jan)

Want to buy?

Simply email Mark.Taylor@Kokoro-global.com or enter your details below

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Kokoro Cuts – best of September

A round-up of the best new experiences and campaigns we’ve seen on our travels. Here’s what you need to know about

Phenomenal plant-based innovation

Wow there’s been a crazy amount of plant-based new launches in the last month. Deep breath. McDonald’s P.L.T. burger is a standout – who would have thought this innovation would happen so quickly?! The burger is based on Beyond Meat’s pea protein burger and is being tested for a 12 week stint in Canada (if only Deliveroo shipped food ;). Tesco Plant Chef range appeared on shelves as a great value alternative. Naked Glory brand was unveiled by Kerry Foods, Dairy giant Applewood launched a Vegan cheese. ASDA got in on the cheese action with a Vegan blue cheese, The Vegetarian Butcher launched a new Plant-Based Line in Supermarkets and started touring the UK and Wicked Kitchen expanded its Vegan range to include pot noodle style meals! Oh and as Christmas hits the shelves so too do Vegan advent calendars.

And breathe.

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Spotify connects us to amazing musical memories

Its latest out of home ads and films in the UK and US get us to ‘listen like we used to’ and they got us seriously nostalgic. Spotify takes us back to that moment, that feeling, that memory we had with a song, with an era even. It’s amazing that we never forget those special lyrics (even the songs we try to forget) and Spotify has done a great job at getting us to revisit old skool tunes in a funny way!

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Source: Spotify

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Want oat milk with that skin cream? Beauty got seriously healthy

There’s never a boring month in beauty – new brand and product launches are rife. But as part of the big wellness trend and a growing desire for more natural ingredients we’ve noticed more foodie ingredients getting into our beauty products over the past month. Here’s a few standouts. Kombucha (a drink that many people in the UK still don’t know exists) has entered skincare – its probiotic powers claiming a miracle healing power. Vegetables have got even hotter and are demanding a high price in skincare – take this Celery based cream from Volition. Oat milk is so in demand for our lattes that it’s now getting into our makeup – like oat milk foundation from natural brand of the moment Ere Perez. Even caffeine is booming – don’t drink too much of it but put as much as you want on your hair!

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Source: Kombucha

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Source: Klorane

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Source: Ere Perez

Airbnb ramps up Visionary experiences

Okay so you can still stay in a spare room in Putney if you want but over the last month Airbnb has really ramped up the experience ante – making our wildest travel dreams come true. You can go on an Antarctic sabbatical, stay at Highclere Castle (the home of Downton Abbey), learn from Guinness World Record holders or even paddleboard with Corgis in Miami as part of its animal experiences worldwide launch.  Not all Airbnb experiences end up in Visionary territory but these ones just might 😉

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KokoroBites: immersion is power

Supercharge your brain cells in 20 minutes with our new live webinar series

Webinar 4: immersion is power

Kokoro’s 5Drivers model reveals the feelings we’ve established as being routes to happiness, which brands can to play to. The most impactful of our 5Drivers is Immersion – feels intuitively right as we watch consumers chase experiences. We examine why and what makes it so powerful.

What will you learn?

Together, we’ll explore why immersion is so powerful and the different tactics brands can use to absorb shoppers in their worlds. We’ll focus on three big topics:

Our love for experiences is driven by more than just peak stuff

The rise of our experience economy is often assumed to be down to us owning too many things, but really our desire to be involved and feel for ourselves is routed in something deeper than that.

Brands with an immersive quality win

Apple, Lush and Boohoo come top of all our experience metrics, immersive experiences unite them and other brands top-of the league – we explore their most effective techniques.

Tactics to absorb shoppers in your world

Every day brands are creating more digital content, physical pop-ups or experiential marketing and investing in creating seamless experiences to keep us glued to our mobiles. We explore how brands can maximise impact and create the biggest buzz.

Who should sign up?

Insight professionals, designers, marketers and CX specialists who want inspiration to think about their brand and experiences in a more emotive way

When is it?

Choose one of two slots and simply fill in your details below for free access to the webinar

Slot 1: Wednesday 9th October at 17.30 GMT (18:30 CET, 09:30 San Francisco Time)

Slot 2: Thursday 10th October at 14.30 GMT (15:30 CET, 09:30 New York Time)

This is a live session lasting 20 minutes including 5 minutes Q&A at the end

Who’s providing the thought-provoking thinking?

You’ll be inspired by Laura Gillespie  – leading Kokoro’s powerful work on leveraging emotions

Kokoro Cuts – best of August

A round-up of the best new experiences and campaigns we’ve seen on our travels. Here’s what you need to know about

eggslut shows how eateries can create new memories around classics

The hit LA chain came to the UK in August and caused quite a stir for such a small new eatery. It shows the power of a brand when it creates a buzz around something very simple and opens customers eyes to new possibilities – in this case the classic comfort food: eggy baps! eggslut uses only local suppliers, keeps to a tight menu, transforms the mere egg into clever hero eggy dishes (yes you heard it correctly ‘The Slut’ is a thing) and sells it all in a trendy instagrammable space. This gets customers flocking to pay a whole lot more for the humble egg!

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The average B&B could look more like this in the future

Summer may be over but next year’s plans could look a whole lot more exciting and sustainable thanks to the launch of TERA from AI SpaceFactory. It’s like nothing else on this planet – a high-tech, luxe, eco-home based in upstate New York where people can stay nightly from March 2020. It’s based on the award winning Mars habitat MARSHA which is super cool but what’s most amazing is that it’s made of 3-D printed plants and minerals which are durable and twice as strong as concrete, yet recyclable and compostable. It will be 3D-printed on site to ensure minimal disruption to the habitat versus the harsh impact of traditional construction. It will feedback operational data to keep improving future designs and it can be broken down, recycled and re-printed elsewhere, without leaving any trace. This is the future sustainable B&B!

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Hendrick’s brings escapism to life in sensory tube wrap

There’s a zillion gin drinks out there so it’s refreshing to see a campaign with a clear feeling at its heart as Hendrick’s challenges us to ‘Escape the Conventional and Embrace the Delectable’. The escapism in gin flavours has been cleverly brought to life through a high-impact tube wrap where intriguing visuals spark attention whilst a sensory element of cucumber and rose scents help fix this campaign and its signature gin flavour in our memories. We think it’s a much more effective way to hit a high volume audience (the underground boasts 5 million passengers a day) versus the usual scattergun approach to tube poster advertising.

Channel 4 reflects bold, brave brand position as it pokes fun at general public

We absolutely love this genius advert from channel 4 which pokes fun at the ridiculous complaints that have been sent into the channel from the general public. It’s a funny, honest take on how ridiculous people can be. It’s bold, it’s brave, it’s everything Channel 4 was set up to stand for. Channel 4 said: “We understand that not every programme, or even every presenter, is going to be everyone’s cup of tea. “That’s because Channel 4 was set up to be different, to provoke debate, take bold creative risks and represent unheard voices from all around the country. So sometimes we may cause a bit of a stir, but that’s part of our job.” We wish more brands could be this daring 😉

Sustainability swarm continues

August saw a whole host of new product launches and new start-ups in the sustainability space. We’ve captured a few novel ideas that haven’t been seen before.

Upchoose gives US parents a way to feel good about being more sustainable at a time when having a new kid usually means creating a lot more waste. You buy clothes from them then when your child outgrows them you simply send them back to get money off the next lot. Simple but no-one else is doing it!

Nespresso and Swedish start-up Velosophy partnered to create RE:CYCLE, a stylish bike made out of 300 espresso pods. It’s Nespresso’s attempt to create a circular economy for the billions of coffee pods discarded every year. Whilst Nespresso is a brand already providing a positive ending to the customer journey (pods are picked up from consumers’ homes to be recycled), this takes it one step further to show customers the new beginnings their waste can create.

Fairbnb launched this summer in 5 European cities. A more ethical alternative to Airbnb, the platform promises to give 50% of sales to local community projects to make short-term rentals more sustainable. Guests choose the projects registered on the site that they want to support when they reserve their accommodation.

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And just for fun…. Roocopter brings Deliveroo promise to life

Deliveroo is “committed to delivering the best food no matter your location” so it launched a helicopter food experience to demonstrate just that! Order your dish and Deliveroo will get it to you in time to enjoy food at 1000 feet over the sights of London. This is ultimate memory-making fast food!

Your ticket to start thinking like a Visionary

Stop thinking regular, start thinking Visionary. You’ve got the passion to fuel a rocket ship. We can help give you the vision to deliver experiences for extraordinary commercial return. We want to help you see a new future with inspiring talks, practical ideas and immersive workshops from some awesome thinkers and doers. Join Kokoro and TIBCO on 17.10.19 at The Morton Society, 11 South Place, London EC2N 4AY

3 explosive topics, 20 awesome speakers

Topic 1:  From numbers to the heartbeat of a business – how to unite data with emotional intelligence to drive the right action

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Alison Bainbridge

Founder of Kokoro

It’s time to get serious about emotions in CX

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Darren Crowder

Vice President at TIBCO

Software is eating the World.. Now what?

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Gareth Tennant

Former Intelligence Officer for The Royal Marines

How to make the right decisions in a tough situation

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Hristiana Georgieva

Co-founder of BlissWork

The role of emotions in developing a thriving culture

Panel debate: how well are businesses really doing at putting customers at the heart of their decisions?

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Caroline Bates

Director at Kokoro

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Steven Carabasu

Customer Director at HelloFresh

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Anna Thomas

Manager of European Customer Insight at TJX Europe

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Andrew Littlewood

Strategic Planning and Insight Manager at Nationwide

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Ruth Hinton

Brand Planning & Insights Manager at Vue

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Adam Blower

Research and Data Insight Manager at Eurostar

Topic 2: Creating the next new possible – how do you connect to how people want to feel to discover the next visionary experiences?

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Laura Gillespie

Director and 5Drivers Lead at Kokoro

You need to understand how customers want to feel, not what they think

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Craig Fullicks

Customer Experience Strategy Lead at O2

Harnessing feelings to deliver a step change in the O2 customer experience

Panel debate: what’s the future of wellbeing?

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George David Hodgson

Founder of Maison du Choup

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Tessa Tricks

Head of Food at Hubbub

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Khandiz Joni

Conscious Beauty Expert and Founder of Untainted Magazine

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Chris Hemmings

Author of ‘Be a Man’

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Tasha Keating

Founder of SheRunsIt

Topic 3: Making memories – how do you create Visionary stories that create lasting buzz

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Paul West

Strategy Director at Dalziel & Pow

Bringing brands to life through Visionary brand experiences

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Dr Michael Bloomfield

Founder of Creative Being

What is creativity and how can you harness your creative power to dream up Visionary experiences?

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Oliver Kibblewhite

Special Projects at REWIND

Why the future is mixed reality and how you can use it to create Visionary brand stories

With a host to remind us about the funny side of this

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Nick Gilbert

Co-founder of multi-award winning arts organisation Zoo Co

“Sharp and unfailingly funny”

Immerse yourself in two unique experiences

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Exclusive invitation-only workshop

Businesses are sitting on a wealth of customer insight – how can we better drive impact from it for substantially better commercial return?

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VR inspired experience

Immerse yourself in how customers want to feel to create the next new Visionary experiences

Sign up now

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Instagrammable dining ventures to suburbia

Bland chains watch out – immersive dining is branching out

Immersive dining, we’re all familiar with it, unique foods in beautiful settings, offering visionary experiences (and many a photo-opportunity). Think venues like The Alchemist, Sketch and Sushi Samba. They’ve been must-visit destinations in so many of our cities for so long.

So why are we talking about them now? Well… they’re stepping out of the bright city lights and making waves in suburbia. New and exciting spaces have popped up all over the place – outside of city centres, way out, where the likes of Zara and craft-coffee vans haven’t dared venture.

Perhaps it all started when elevated chain concepts like Bill’s and The Cosy Club, born in vibrant cities like Brighton and Bristol, set up shop in leafy towns. Breaking the monotony of bland pizza chains.

The Cosy Club branches beyond Bristol 
Bill’s has over 80 branches outside of London 

Then, favourite restaurants started to up their game – ambitious menus and interiors to match – with velvet armchairs and weird and wonderful wall art. You really know you’ve made it when a restaurant in your town offers sensory cocktails or installs a flower wall.

Cocktails make memories in The Old Coffee Tavern, Warwickshire
All the gins of a city bar in a cosy setting at Smoke and Liquor, Rochester
Charming, unique twists on food and décor at Coffee Architects, Leamington Spa
Feel-good vibes and immersive Indian street food at Zindiya, Moseley Village
Chic interiors immerse you at Copper House, Berkhamsted
Flower walls and stained class up the ante in The Abbey, Hertfordshire

Next, we saw an influx of unique twists on favourite concepts. We’ve seen loads just round the corner from our offices, the likes of The Pudding Stop with their Sunday film nights, The Foragers pub countryside walks to forage for your dinner and sensory cocktails from Suckerpunch. There are hundreds more all over the country…

Visionary eateries in leafy locations

Now, we reach an exciting time when truly immersive eateries and bars are launching in suburbia – visionary experiences everywhere! Here are a few of our favourites.

Fun at Indian Brewery in Solihull
Wow moments at The Florist in Watford
The Cliff House in Barton breathes new life into ‘cosy pub’
Immersive theatre at Elder and Wolf in Whitley Bay
Ultimate escape in the garden kitchen at Llys Meddyg, Newport

So what does this mean for highstreet eateries?

Not everyone has to be part of the frenzy to survive. We predict our quest for authenticity will see locals thrive, including those bucking the Insta trend, with relatively simple menus and humble environments. Food and drink to be passionate about, human touches, captivating and inspirational owner stories, proud staff, carefully selected suppliers – very little can compete with that, even a floor to ceiling flower wall.

Following a spell of closures from previously popular dining options (Jamies, Prezzo, Byron and Carluccios) we imagine big chains will continue to struggle. On one hand they miss the mark on beautiful, visionary, Insta-ready experiences and on the other, they fall short on authenticity, real charm and cosiness of local favourites. It’s hard to see how these brands can win either battle; commercially creating incredible experiences for every customer, in every branch requires an eye-watering high investment – and attempts at feeling authentically local can look fake and try hard. Instead, we believe one strategy to win, will be to invest in a few magical touches where it matters most a la Pret. For dining chains the real battle ground will be understanding how to connect through visionary experiences – paired with the sharp business mind  to maximise impact, getting the biggest bang for your buck.

KokoroBites: not all experiences are equal

Supercharge your brain cells in 20 minutes with our new live webinar series

Not all experiences in the customer journey need to be equal

We know amazing Visionary customer experiences across the journey are important – we just wrote a thought piece on the subject! But, a brand can’t always deliver Visionary experiences at every touch point of every journey. It’s not commercially viable and just not necessary for customers to make memories around your brand and keep spending. You must remind yourself of the peak-end rule so you can prioritise investment in the points of the customer journey where you can get the most extraordinary commercial return.

What will you learn?

You’ll see why experiences which ignite emotions get customer attention and get remembered. You’ll get a clear grasp of applications of the peak-end rule so you can see how a little magic at the right point in a journey goes a long way. With practical and inspiring examples of how brands are winning in this space.

Who should sign up?

Insight professionals, designers, marketers and CX specialists who want inspiration to think about their brand and experiences in a more emotive way

When is it?

Choose one of two slots and simply fill in your details below for free access to the webinar

Slot 1:  Tuesday September 10 – 17:30 GMT (18:30 CET, 09:30 San Francisco Time)

Slot 2:  Wednesday September 11 – 14:30 GMT (15:30 CET, 09:30 New York Time)

This is a live session lasting 20 minutes including 5 minutes Q&A at the end

Who’s providing the thought-provoking thinking?

You’ll be inspired by Laura Gillespie  – leading Kokoro’s powerful work on leveraging emotions