Key Elements to Study
While immersed in your competitor’s environment, take note of everything you experience. Use all your senses.
Does their space feel welcoming? Does it remind you of their brand? Does the traffic flow in their location make sense for visitors and team members? Do they have lobby video and digital signage that catches and keeps your attention?
Then, listen. Do you notice phones ringing or people talking? What kind of music do you hear? Does it energize or comfort you? Is it targeted to a specific demographic or less focused?
Close your eyes and inhale. What can you smell? Is the scent in the room unique? Is it pleasant? If you smelled it again, would it remind you of your competitor?
Comparing Customer Experiences
Now, as objectively as you can, take the same tour of your business. Compare and contrast the visit to your competitor’s location with the customer experience your company provides.
After an honest evaluation, you’ll see what your competitor may be doing that’s better or more memorable.
Use that insight to elevate your own branded experience with the goal of encouraging customers to come back for more.
When you’re ready to explore how you can deliver an on-brand, elevated customer experience, contact us.
About the Writer
Cassandra Evans has been a Creative Consultant with MadAveGroup since late 2019. She has a passion for creating “positive, lasting impressions” on every audience.