The Experience Effect: Engage Your Customers with a Consistent and Memorable Brand Experience

doctor’s office waiting room, 109

Dunkin’ Donuts, 12

Durex condoms, 44–45

e-mail, 108

e-mail spam, 104

earned media, 102

eMarketer, 168

emotions

benefits for product categories, 98

in marketing, 89

and perceptual map

components, 54

and purchase decision, xiv

evolving, 31–32

experience effect

connecting with

consumers, 89–90

consistency and, 122

consumer profiles and, 82, 87

creating goal for, 193–194

definition of, 17

fluid, 19–20

impact of, 34

importance of, 27

and integrated marketing, 135

linear, 17

maximizing in storefront

windows, 146

owning, 175–189

results of, 37

retail store variation, 144–145

touchpoints and, 129

experimentation, 43

Facebook, 76, 101, 111

failure, 143

flight attendants for Southwest

Airlines, 136

fluid experience effect, 19–20

focus groups, 74

four-quadrant ...