What we did

We reviewed with the CEO and the marketing department which fragrance best suited KPN's brand identity. After a two-month test phase in 3 branches and a positive evolution of the CSAT (Customer Satisfaction Score), the same fragrance was implemented in several branches. A calming fragrance was chosen that creates a pleasant, soothing atmosphere that helps customers relax while waiting. The fragrance starts with a fresh, light touch, but is enhanced by warm wood undertones, making it a balanced and inviting scent that perfectly suits the modern look of KPN branches.

The scent Green Spirit gives customers a gentle energy boost as they enter and helps them relax while waiting or chatting with employees. The pleasant fragrance contributes to a relaxed atmosphere, making customers stay longer, feel more comfortable and the shopping experience perceived as more positive.