Sensorial Customer Experiences in Online Touchpoints

Larissa Becker, Eduardo Rech

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review


Customer experience is increasingly recognized as a source of competitive advantage. Customer experience refers to customers' responses and reactions to cues within touchpoints along customer journeys. Nowadays, customers often interact with online touchpoints – such as social media, websites, or e-commerce – in their customer journeys. Given that customer experience is multidimensional, this chapter addresses the following question: How can sensorial experiences be triggered in online touchpoints? Based on a review of the literature on customer experience and sensory marketing, four challenges in triggering sensorial experiences in online touchpoints are identified: (1) limited sensorial cues, (2) lack of thematic congruence between online and offline touchpoints, (3) sensory overload, and (4) lesser control over sensorial cues. Then, two routes through which organizations can trigger sensorial experiences in online touchpoints are proposed: (1) directly influencing sensations through sensory-enabling technologies, and (2) indirectly influencing sensorial perceptions through the use of sensory and nonsensory cues. The chapter closes with a presentation of a model that describes the process of triggering sensorial experiences in online touchpoints as well as a checklist of relevant questions for practitioners who wish to do so.
Original languageEnglish
Title of host publicationThe Impact of Digitalization on Current Marketing Strategies
EditorsLuis Matosas-López
Number of pages37
PublisherEmerald Publishing Limited
Publication date2024
ISBN (Print)978-1-83753-687-0
ISBN (Electronic)978-1-83753-686-3
Publication statusPublished - 2024
MoE publication typeA3 Book chapter

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