Not Just Shopping but Shaping

James J. Lynch

Chapter 9 in Customer Loyalty and Success, 1995, pp 237-264 from Palgrave Macmillan

Abstract: Abstract Customers today seek quality experiences as well as quality products. In the early 1990s the publishing world witnessed a strange phenomenon. Across the globe, best-seller lists were headed not by tales of adventure, romance, revelations or ‘how-to’ manuals, but by books without words or authors. Known generally as ‘Magic Eye’, these publications linked together Optometric science and computer graphics to enable readers (viewers) to conjure 3-D pictures without special glasses. Whereas in the past books created experiences in the mind, now they can evoke a physical experience by tapping on unused human capabilities and technological innovation. The age of customer experience shaping has dawned, and with it untold opportunities for customer retention.

Keywords: Virtual Reality; Customer Loyalty; Shopping Centre; Customer Retention; Shopping Experience (search for similar items in EconPapers)
Date: 1995
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37471-3_9

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DOI: 10.1057/9780230374713_9

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