Challenge

A retail experience as innovative as the brand itself. KPN is all about innovation, connectivity and simplicity. Its stores are designed to offer more than the latest technology. They are places where customers should feel welcome, comfortable and at ease. Together with KPN's management and marketing team, we set out to create a scent experience that reflects the brand's identity while creating a calm and inviting atmosphere throughout the store.

Solution

After selecting the right scent, KPN launched a two-month pilot across three stores. The results were overwhelmingly positive. Following an increase in the Customer Satisfaction Score (CSAT), the same scent experience was introduced in additional locations.

The chosen scent, Green Spirit, combines fresh notes with subtle woody accents to create a calm and welcoming atmosphere. It helps customers feel relaxed from the moment they enter the store, whether they are browsing the latest products or waiting for personal advice.

Results

With Green Spirit, the scent experience perfectly complements KPN's modern brand identity. The scent creates a relaxed retail environment where customers feel comfortable and are encouraged to spend more time exploring the store. At the same time, it contributes to a more positive customer experience and higher customer satisfaction, as demonstrated by the improved CSAT score during the pilot.

"Scent marketing takes our customer experience to the next level. Subtle, yet impactful."
– KPN