Led by Dr. Liraz Margalit
Led by Dr. Liraz Margalit
Redefining Customer Experience for a Luxury Beauty Spa
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
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
What we did
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
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
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
More success stories
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
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%.
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!