We should talk

English

עברית

The Behavioral Edge

Led by Dr. Liraz Margalit

We should talk

English

עברית

The Behavioral Edge

Led by Dr. Liraz Margalit

We should talk

English

עברית

Redefining Customer Experience for a Luxury Beauty Spa

Waiting times were perceived by customers as a waste of time and led to frustration, but we found that they did look for ways to feel that their time was well spent and brought them value. To make waiting a positive experience, we developed an interactive visualization tool that allowed customers to discover and adapt new treatments while waiting. The change turned the waiting time into an opportunity for self-discovery, and led to a 40% increase in the sale of additional treatments.

Dramatic improvement in the waiting experience

The customers not only stopped complaining, but also expressed satisfaction with the waiting times, which suddenly became a personal and enriching time

Dramatic improvement in the waiting experience

The customers not only stopped complaining, but also expressed satisfaction with the waiting times, which suddenly became a personal and enriching time

Dramatic improvement in the waiting experience

The customers not only stopped complaining, but also expressed satisfaction with the waiting times, which suddenly became a personal and enriching time

Increase in sales

40% of the customers who tested new treatments using the tool ordered additional treatments

Increase in sales

40% of the customers who tested new treatments using the tool ordered additional treatments

Increase in sales

40% of the customers who tested new treatments using the tool ordered additional treatments

Strengthening customer loyalty

The institute has proven that it not only provides prestigious services, but also understands the emotional needs and overall experience of its clients

Strengthening customer loyalty

The institute has proven that it not only provides prestigious services, but also understands the emotional needs and overall experience of its clients

Strengthening customer loyalty

The institute has proven that it not only provides prestigious services, but also understands the emotional needs and overall experience of its clients

The challenge

Long wait times frustrated customers, but space constraints prevented adding treatment rooms

What we discovered

By asking open-ended questions like, “What could improve your wait time?” we discovered that customers wanted to feel productive during the wait. Many said, “I’d love to learn about new ways to improve myself”

The psychological mechanism

Brain activation

The "Reward System" activates when customers perceive their time is well-spent

Brain activation

The "Reward System" activates when customers perceive their time is well-spent

Brain activation

The "Reward System" activates when customers perceive their time is well-spent

Supporting Research

Temporal Perception Theory shows that meaningful activities reshape how people experience time

Supporting Research

Temporal Perception Theory shows that meaningful activities reshape how people experience time

Supporting Research

Temporal Perception Theory shows that meaningful activities reshape how people experience time

Psychological Model

Flow State Theory reveals that people feel fulfilled when engaged in captivating activities

Psychological Model

Flow State Theory reveals that people feel fulfilled when engaged in captivating activities

Psychological Model

Flow State Theory reveals that people feel fulfilled when engaged in captivating activities

What we did

Interactive Visualization App

Developed a tool allowing customers to explore treatment results in real-time

We found that 40% of users opted for additional treatments

Enhanced Wait Experience

Transformed waiting time into a discovery phase with engaging tools

Higher satisfaction and increased loyalty

Interactive Visualization App

Developed a tool allowing customers to explore treatment results in real-time

We found that 40% of users opted for additional treatments

Enhanced Wait Experience

Transformed waiting time into a discovery phase with engaging tools

Higher satisfaction and increased loyalty

More success stories

Strengthening customer loyalty for a leading financial institution

Turning failure into insight for a retail giant

Tailoring strategy for a global food giant

Strengthening customer loyalty for a leading financial institution

Turning failure into insight for a retail giant

Tailoring strategy for a global food giant

Strengthening customer loyalty for a leading financial institution

Customers complained about high fees, but we discovered that the personal relationship with the banker is the decisive factor for loyalty. We implemented personalized messages and proactive conversations, which led to a 15% increase in loyalty.

Turning failure into insight for a retail giant

The brand tried to sell luxury clothing under the existing children's brand name, but customers didn't connect. We separated the brand, changed the shopping experience, and led to a 40% increase in sales within a year.

Tailoring strategy for a global food giant

The customers were no longer looking for nutritional knowledge, but guidance and motivation to change their habits. We turned the nutritionists into behavioral coaches and changed the marketing messages, which increased satisfaction by 25%.

Strengthening customer loyalty for a leading financial institution

Turning failure into insight for a retail giant

Tailoring strategy for a global food giant

Ready for real behavioral change?

Contact us and we will discover together the real motives of your customers, design precise solutions and move them to action!

Ready for real behavioral change?

Contact us and we will discover together the real motives of your customers, design precise solutions and move them to action!

Ready for real behavioral change?

Contact us and we will discover together the real motives of your customers, design precise solutions and move them to action!