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NPD Food & Drink Conference
Trend-Led, Customer-Centric & Profit-Boosting Food & Drink NPD
Sentient’s Session Details:
Fixing Retail’s Weakest Link: Using Sound to Transform the Consumer Payment Experience
Description: In-store and online retailers make significant investments to deliver memorable and pleasant shopping experiences, but typically neglect the final moment – PAYMENT. Research shows that the typical consumer payment experience triggers a considerable amount of negative emotion, which tends to have a subconsciously negative effect on their perceptions of the retailer and their desire to undergo the process again. Is it possible to re-engineer the payment experience to mitigate this negativity and transform the low point of the transaction into an emotionally positive one with sound? This study provides valuable insight into what works and doesn’t work for in-store, mobile, and smart-speaker payment experiences.
Joe Sauer, SVP, Managing Director, UK & EU, Sentient Decision Science