In this episode, the discussion centers on the power of emotional connections in retail and aviation, featuring guest Mazhar Butt, an industry leader with extensive experience in international aviation and luxury retail.
With a background at London Heathrow (LHR), Dubai International (DXB), and Dallas/Fort Worth International (DFW) airports, Mazhar has successfully transformed customer experiences, earning accolades like the Airport Future Travel Experience Award. Now serving as the Group Director of Guest Experience Development at Value Retail, he focuses on creating immersive, village-like luxury shopping destinations at prestigious destinations all over the world.
Mazhar emphasizes that emotions drive 70-90% of purchasing decisions, making measuring and understanding emotional responses throughout the guest journey crucial. Traditional satisfaction metrics fall short, and the conversation explores how AI tools and data analytics can offer more objective insights. Businesses can make informed decisions about marketing, merchandising, and customer service strategies by linking emotional engagement to financial metrics.
The episode also delves into the challenges of gaining organizational buy-in for emotion-driven strategies, highlighting the importance of interdisciplinary collaboration. Mazhar underscores the need for a scientific approach to emotional measurement, showing how businesses can enhance customer experience and drive performance through meaningful, data-backed connections.
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With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)
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