[Article links updated. Originally published on Apr 19, 2019.]
When a customer prepares to purchase, there’s more than price or convenience on their minds — they’re debating whether they want to fully commit to your brand. The more positive feelings a customer associates with your brand, the more likely that purchase will come to fruition.
Just because people aren’t going to stores as often as before doesn’t mean in-store experiences are any less important. Actually, in a time where most retailers have to defer to their e-commerce arms, in-store gatherings and events yield a valuable boost to the overall customer experience retailers provide.
For starters, they’re a human way to help retailers bolster their brand awareness. Even events before the promotion help get more eyes on the brand, while invitations, promo material, and marketing collateral even help make headway with people who decide not to attend the event. Plus, in-store events can nudge customers toward making a purchase decision, either on or offline. Inside a store, customers can interact with the products, staff, and aesthetics that help inform a customer experience that shoppers are too eager to share.
Innovation has long been key for brands that want to keep their messages fresh. Precisely how that innovation looks, however, depends on a brand's unique goals.
Verizon wanted to draw consumers into its event space, which is why it partnered with Snapchat last year for an augmented reality treasure hunt. Whiskey distributor Glenfiddich aimed to wow its audience, which is why it developed a personalized, digital app-enhanced tasting. And to help its messaging cut through the clutter and competition, lifestyle brand Refinery29 designed its 29Rooms event as a way for brands to do just that.
Social media is at the center of our lives today. As such, brands use it to find more meaningful ways to stand out and connect with modern consumers. In the event space, that means finding ways to encourage the kind of organic social presence that resonates with a customer long after an event concludes.
Marketers know this, which is why brands host events at all. An Aventri/Little Bird Media joint study estimates that 96% of events use social media to spark their brand awareness. And yet, a Splash/Harvard Business Review joint report shows only 52% of events actually have repeated social media engagement throughout the day.
When an experiential campaign soars, few people remember the logistics. Attendees focus on the event’s buzz, the overall atmosphere, and how the experience made them feel. They remember the vivid scenery and the engagement components.
Many marketers overlook the coordination necessary to pull such an experience together. Logistics — i.e., scheduling, staffing, and venue management — are the gears that help an activation come together. Clients aren’t likely to focus on them, but they play an important role in bringing programs to life.
