Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere

Flying Tiger: here’s how a unique customer experience is created

Share This Post On

If you are looking for the quintessence of customer experience, look no further. This store counts only on its customer experience to drive its sales : it’s called “Flying Tiger Copenhagen“. And believe it or not I visited one store of this Danish brand for the first time a few weeks ago. I paid a visit to the store located next to the Flatiron building in New-York.

A store full of 1$ and 2$ stuff 

This store proposes an assortment of low-cost items (mostly priced at 1$ and 2$) that you don’t need and that are yet very desirable.
Each item in itself is unnoticeable, useless and, seen in another context, you’d don’t ever look at it. But in this very store the assortment becomes the attraction and you can’t resist the temptation of getting rid of a few coins in exchange of this merchandise.

Customer experience is all what it is about

If the items sold at “Flying Tiger” are so worthless, why is it that everyone entering the store eventually ends up buying something? Because of the customer experience!
Each item taken separately is indeed not worthless but it’s how they are arranged together and the assortment of so many lo-value items that create the desire.

In-store customer journey

Also noticeable is the in-store customer journey. The shelves are arranged to force you into a certain path which will bring you in contact with myriad other articles that will tempt you. This is very similar to the check-out line in the London Lego store that we discussed here.
The shelves are relatively low (like in an Apple store) to allow customers to see the entirety of the store and to avoid getting lost in a maze.

Conclusion 

Flying Tiger Copenhagen is a kind of store that only exists because of the customer experience it offers. The items taken separately are worthless but become attractive because they are put together. The secret of the brand is to offer a compelling experience where customers can treat themselves with some inexpensive yet essential items.

Tags: , ,

Author: Pierre-Nicolas Schwab

Pierre-Nicolas est Docteur en Marketing et dirige l'agence d'études de marché IntoTheMinds. Ses domaines de prédilection sont le BigData l'e-commerce, le commerce de proximité, l'HoReCa et la logistique. Il est également chercheur en marketing à l'Université Libre de Bruxelles et sert de coach et formateur à plusieurs organisations et institutions publiques. Il peut être contacté par email, Linkedin ou par téléphone (+32 486 42 79 42)

Share This Post On

Submit a Comment

Your email address will not be published. Required fields are marked *