AM Online

Enhancing the customer experience with the power of scent?

Some people despise it, but there’s a certain feel good factor that comes with the new car smell.

So much so that there are even products which recreate that smell for used cars.

As dealer group’s look to the hotel industry for ways to improve customer service could it take inspiration from another trend?

For some reason AM was sent across some information about how the hotel industry is now using perfume to enhance their customers’ perception of their stay. Even going as far as driving customer loyalty.

Many luxury hotels like Sofitel, Le Meridien and The Ritz Carlton are now making specially made scents that are piped into lobbies and common areas to “subtly shift guests’ moods”.

Hoteliers hope that the scents will make customers link their property with positive memories and emotions.

Citroen launched a fragrance range for its C4 but swiftly dropped the idea on the new model. The idea has already been floated around that dealers could start pumping out their own customer pleasing smells.

It’s quite a ridiculous notion but it made me think about manufacturers imposing scents as part of their standards.

Remember to crack out the magnifying glass on those new manufacturer contracts as we move to a general block exemption in June 2013. Who knows what will be in your contract.

According to the press release “fig is very hot in the fragrance industry right now”.

If you are not a registered user your comment will go to AM for approval before publishing. To avoid this requirement please register or login.

Login to comment


No comments have been made yet.