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Exploring the Customer Experience and How To Get Found In-Store & Online

Recharge, Renew. Overcoming Customer Experience Overload in Las Vegas

Posted by Christine B. Whittemore on Feb 5, 2013 5:30:00 PM

Vegas Baby!

There's nothing quite like a trip to Las Vegas to make me appreciate sensory overload and the customer experience. That, in turn, has me wondering how best to recharge and renew given the onslaught of sensory stimulation...

I'm just back from Las Vegas after an intense Social Media, Digital Marketing, Floor Covering Marketing: Surfaces experience. During that time, I learned from taxi drivers that the new brilliant way to promote Las Vegas is loud videos inside every taxi that only patrons can turn down, and which reset every time a fare is dropped off.

As usual, everywhere I went had music blaring, lights flashing and very hard surfaces to walk on. Not just taxis. Elevators. Hallways... Magnificent carpet patterns added to the visual excitement (see Pounding Las Vegas PavementsThe Carpets of Vegas: Floorscapes at the Casino and Vegas Carpet: Surreal, Intense and Addictive?).

Even scent has been taken to a new level, with each Las Vegas property owning its own scent based experience. The minute you walk through that facility's doors, the scent descends upon you, enveloping you...

I'm proud of the mileage I covered: ~ 4 to 5 miles per day per FitBit. I'm also ecstatic to be away from the excess.

The intensity of the sensory experience was such that I felt my brain shut down quickly. It couldn't deal with the paradox of sensory choices and preferred to back off. (See Avoiding 'Paradox of Choice' When Connecting With Customers.)

Although many love Las Vegas for the intensity of the customer experience, I suspect that others feel the same way I do.

This level of sensory overload isn't limited to Vegas. It's something we face in just about everything we do: too much email, too many messages, endless demands to complete surveys and respond to queries. It's too much! 

Isn't it interesting that Selfridges has created a No Noise Shopping Experience (also see Shhh! Selfridges' 'Silence Room' Quiets Brand Noise)?

I remember reading about a product that nullifies mobile devices for meetings. No noise. No interruptions. Productive and shorter meeting. Nifty, no?

We yearn for filters, editors and curators. People to lend their expertise and help us interpret data and make sense of the overload of information. Ways to keep the chaos at bay and bring back a sense of quiet so we can recharge and renew and be ready to deal with more.

Agree? Disagree? How do you recharge? How do you help customers to the same?

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Image credit: Vegas Baby! on Flickr 

Topics: customer experience

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