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Sensory Marketing: Reinventing the Customer Experience

fornerino-marianela
Published on
19 April 2017

Sensory marketing can modify the customer experience as well as a customer’s purchasing habits. Marianela Fornerino, a professor and researcher at Grenoble Ecole de Management, is an expert on sensory marketing. She shares with us advice drawn from her experience and practical teaching with third-year Grande Ecole students.

Images, sounds, smells, touch and taste can all spark our curiosity and desire. But they can just as easily increase inhibitions. Understanding the alchemy behind our senses can have a real impact on a customer's intention to buy. The key is to develop a strategy that implements a balanced delivery of sensory stimuli.

Hands on experience

For 15 years, Marianela Fornerino has taught sensory marketing to third-year students in the Grande Ecole program at Grenoble Ecole de Management. All of her students are specialized in marketing studies. The goal of her class is to help students understand the impact of various sensorial stimuli.

"It's important to study experience-based marketing. You have to understand the customer experience as well as his or her emotions and behavior in the store. Then you need to analyze the cognitive, emotional and behavioral impact of sensory stimuli on this consumer experience. First you analyze each sense individually. Then you look at their interactions and the combined impact they may have. My course finishes with concrete hands on practice." The goal is to understand which sensory stimuli will have a positive or negative impact on a consumer's perception and evaluation of a product.

Insolita: a marketing playground for students

Students are able to study sensory marketing through an innovative store called Insolita. The store is a high-end Italian "shoe bar" that presents handmade shoes produced by craftsmen in northern Italy. The store knows how to play on a customer's senses by mixing a wide variety of Italy-related sensory stimuli.

Color, taste and smell all come into play through a mix of Italian colors, food and the smell of leather. "Students were able to implement a traditional marketing analysis of the concept (diagnostic, segmentation, target audience and position). They also looked at the operational side of things to analyze the customer experience with the brand," adds Marianela. To improve the store's innovative concept, the students made several suggestions:

  • Create a real store front that lays out the products in a theatricalized manner
  • Create a showroom space for customers to discover, for example, a variety of leather textures
  • Adapt the decoration to really underline the Italian image
  • Reorganize the sales space to simplify the customer's browsing experience

A connected shop for students and companies

In November 2016, GEM created an innovative connected shop to serve as a laboratory that will enable students and companies to explore the "phygital" (physical + digital) shopping experience of the future. The store is located on the GEM BIS campus as part of the GIANT Innovation Campus. It was set up thanks to technological support from startups and laboratories in the Grenoble ecosystem. Picture Organic Clothing is an innovative and environmentally friendly clothing brand that was willing to partner with GEM to provide the store with 200 clothing models and a selection of winter sports wear.

The connected shop aims to create a space that is dedicated to education and research on the future of phygital sales. In terms of sensory marketing, the shop aims to measure the impact of colors, music, touch, taste and smell on a brand and its customer's intention to purchase. Students can take part in an immersive sales experience by testing connected dressing rooms that detect RFID tags in order to display an item's characteristics. The 160 square meter shop also enables partner companies to experiment with new means of payment (cryptocurrencies), blockchain and personalized marketing systems based on technologies such as facial recognition. "For GEM partners, this connected shop provides a live testing ground to try out innovative concepts," says Christian Rivet, head of the connected shop.

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    Comment la certification « Managers de services » de Grenoble Ecole de Management, destinée aux managers intermédiaires d’Orange, a-t-elle contribué à renforcer l’esprit d’initiative, la créativité et les interactions positives au sein du groupe ?...

  • Federico Pigni, Professor at Grenoble Ecole de Management
    Published on 01 July 2016

    Research: Creating Value from Digital Data Streams

    The big data era is upon us. Startups, major companies, organizations and governments are all rushing to extract essential insights from big data. Yet in doing so, many have overlooked the potential value of the digital data streams (DDS) that make...

  • Federico Pigni, Professor at Grenoble Ecole de Management
    Published on 01 July 2016

    Recherche : Le big data temps réel, une nouvelle source de création de valeur

    Enregistrés et analysés en quasi temps réel grâce aux progrès de la technologie, les flux de données du big data donnent naissance à de nouveaux services créateurs de valeur. Une étude portant sur 171 initiatives du monde entier décrypte la logique...

  • Published on 28 June 2016

    Baromètre du Climat mondial des affaires : le niveau d’optimisme rebondit globalement

    Rapport #7 - Été 2016. Nous rapportons dans ce document la perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. Nous évaluons également les sources de...

  • Published on 31 March 2016

    UK CFOs are less optimistic and more uncertain about economy now than end of 2015, global survey finds

    Economic and political uncertainty and currency risk are among major concerns, indicating that a potential Brexit is damaging confidence. UK Financial Executives have the highest understanding among Europeans of recent innovations such as the...

  • websites such as TripAdvisor have given consumers the power to impact a company's image.
    Published on 22 March 2016

    TripAdvisor: How Companies React to Negative Ratings

    The world wide web has revolutionized the hotel, restaurant and other travel-related industries. From online bookings to customer ratings, companies have to learn how to operate in this new environment. While an organization's market identity used...

  • websites such as TripAdvisor have given consumers the power to impact a company's image.
    Published on 22 March 2016

    Recherche : TripAdvisor ou l’irrépressible montée du pouvoir des consommateurs

    A travers TripAdvisor, les clients ont une influence croissante sur la réputation des hôtels et ces derniers répondent de plus en plus aux avis défavorables. C'est ce que montre une étude menée entre 2002 et 2012 sur les avis des clients de 600...

  • Published on 04 February 2016

    Low oil prices cause investment in renewables, biofuels and energy efficiency technologies to decrease

    The current weak price of crude oil is having an adverse impact on the amount of investment in renewables for heat generation, biofuels, and energy efficiency technologies, according to Grenoble École de Management’s Energy Market Barometer Reading.

  •  Thibault Daudigeos is a researcher in Sustainability, Corporate Social Reponsibility, Alternative forms of Organization, Sharing economy, and new models of management at Grenoble Ecole de Management.
    Published on 26 January 2016

    Recherche : Responsabilité sociale des entreprises globalisées, plus facile à dire qu’à faire

    Les démarches de Responsabilité sociale des entreprises (RSE) sont censées créer de la valeur. Pourtant, elles peinent à se mettre en place dans les secteurs où les chaînes de valeur sont éclatées : elles coûtent cher et ne profitent pas forcément à...

  • Published on 07 January 2016

    Baromètre du climat des affaires : l’optimisme se stabilise

    Nous rapportons dans ce document la perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. Nous évaluons également les sources de risque pour l'entreprise...

  • Published on 04 January 2016

    Recherche : Produit d’origine locale, une mention qui parle au consommateur

    La mention « origine locale » apposée sur un produit alimentaire déclenche chez le consommateur des perceptions plus positives et une intention d'achat plus forte qu'un produit d'une autre région française. Trois études portant sur 632 consommateurs...

  • Published on 07 September 2015

    Energy market barometer report: the development of energy prices

    The next Conference of Parties to the United Nations Framework Convention on Climate Change (COP21) will take place in Paris from 30 November to 11 December. The Paris Climate Summit, announced as one of the biggest climate negotiations in history,...

  • Published on 03 July 2015

    Making a success of your business transfer: new tools developed for a European project

    Every year, approximately 150,000 business transfers fail in Europe threatening some 600,000 jobs. BTAR's European project, launched in early 2015, aims to target the vulnerabilities in business transfer systems and draw on best practices in order...

  • Published on 23 June 2015

    Baromètre de la finance : Climat mondial des affaires juin 2015

    La perception du climat des affaires par les responsables financiers français et la comparons aux résultats obtenus en Europe et dans le reste du monde. L'évaluation des sources de risque pour l'entreprise ainsi que les prévisions de croissance des...

  • Published on 22 June 2015

    Research: Microeconomic Degrowth, Community Supported Agriculture

    Economic growth is the cornerstone of mainstream macroeconomics. In the face of economic crises and unemployment, growth has long been the only acceptable solution. Yet many issues have started to challenge this dominant economic model. As a result...

  • Recherche : nutrition des sportifs et plaisir
    Published on 16 June 2015

    Is It Fun or Exercise ? The Framing of Physical Activity Biases Subsequent Snacking

    While the benefits of exercising are widely accepted by consumers and healthcare providers, people who begin an exercise program don't necessarily lose weight. A fact that can be frustrating not only for practitioners, but their coaches and...

  • Mark Olsthoorn, professor and researcher at Grenoble Ecole de Mangement
    Published on 07 April 2015

    Recherche : Effacement de consommation électrique, pourquoi les industriels hésitent

    En acceptant de réduire leur consommation électrique lors de pics de demande, les industriels faciliteraient l'équilibrage des réseaux de distribution. Or, ils ont de solides arguments pour ne pas jouer la carte de la flexibilité. Une étude les...

  • Vincent Mangematin, Associate Dean for Corporate Relations and Research at Grenoble Ecole de Management
    Published on 17 March 2015

    Orchestrating Innovation with User Communities in the Creative Industries

    In search of continuous innovation, the digital creative industries have expanded their interactions with user communities to develop their products. This study highlights the evolution of these company-user relationships that allow for fluid...

  • Published on 16 January 2015

    Nostalgia makes consumers more likely to spend or donate money

    The use of nostalgia has been a top trend in marketing in the last few years, in commercials, product lines and even TV shows. The present study demonstrates that feeling nostalgic weakens the desire to hold on to money, and makes it easier to part...

  • Joachim Schleich, professor and energy markets experts at Grenoble Ecole de Management
    Published on 01 December 2014

    Research: Switching to energy efficient lighting : a bright idea!

    Energy efficiency policies such as the EU ban on incandescent light bulbs (and on halogen ones in the near future) have been the subject of much discussion in the last few years. The majority of the academic community predicted that new emerging...

  • Published on 07 November 2014

    Research : Digitization, Changing How We Work and Coordinate Projects

    All of us use digital tools and objects that can now be shared and combined in a variety of ways. This change has profoundly influenced the organization of work with projects being divided according to specialization and geographical location.

  • Published on 07 November 2014

    Recherche : Effets spéciaux pour le cinéma, l’art de faire collaborer 60 métiers

    Comment les spécialistes des effets spéciaux collaborent-ils sur un même film alors qu’ils appartiennent à 60 métiers différents et sont répartis dans le monde entier ? Deux chercheurs de GEM ont étudié les mécanismes de coordination qui structurent...