In this episode, we’re joined by Harri Nieminen, Head of Customer Experience and Insight at Stockmann, the iconic 160-year-old Nordic department store. Harri takes us on a deep dive into how Stockmann measures customer experience with their unique Emotional Value Index (EVI).
He explains how this innovative approach allows Stockmann to truly understand their customers' feelings, translating emotions into actionable insights that drive business growth and keep shoppers returning generation after generation. We also explore Stockmann's culture of customer centricity, where departments collaborate to elevate CX, and discuss the delicate balance between embracing digital innovation and preserving human connections in the physical retail space.
Timestamps
00:00 Intro
02:46 Harri Nieminen
08:00 Emotional Value Index (EVI) @ Stockmann
13:55 Translating EVI into actionable steps to drive business growth
25:59 How to deliver CX insights and drive changes across the organisation
31:35 Toolkit and setup
37:10 The role of technology in the physical world
42:12 Balancing the CX expectation between customers from different generations
45:20 Rapid fire round 👾
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