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"Experiential Marketing is a much-needed book to keep up with the changes taking place in the business world." — Wall Street Journal & BBC Capital

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Experiential Marketing

Consumer Behavior, Customer Experience and The 7Es

Customer experience  Wided Batat

#Top-1 in Bookauthority 2019 list of new customer experience books you should read 

Marketing certificate wided batat

Selected by the Chartered Insitute of Marketing (CIM) as a Core Book for Level 4 -Consumer Insights Module

REVIEWS

“In Experiential Marketing, Wided Batat offers a much-needed introduction and review of ways in which the consumption experience carries profound implications for marketing practice. I especially appreciate the book’s development of the experiential marketing mix and its scholarly grounding in an insightfully elaborated formulation of the essential experiential concepts via case examples and reviews of the relevant literature (including a timely awareness of the emerging physical-&-digital or ‘phygital’ consumption context).”

Morris B. Holbrook, W. T. Dillard Professor Emeritus of Marketing, Columbia University 

In this book, Dr. Batat explains why is Kotler's traditional marketing mix dead. She sets up the foundations for a new marketing area: the experiential marketing mix and its 7E tool, a strategic framework for human-centered business experience designs and strategies in the phygital age.

Why do some brands make us feel good while others frustrate us? What makes us engage with certain brands, rebuy the same products, return to the same store or revisit the same destination over and over again? Is there a framework underlying how past and lived shopping experiences can affect our future experiences, our buying decisions, and our brand loyalty?

In this exciting new book, Wided Batat introduces readers to the new customer experience framework and the “Experiential Marketing Mix era.” She explores the concept of the 7Es (Experience, Exchange, Extension, Emphasis, Empathy, Emotional touchpoints, Emic/Etic process), a tool that focuses on the consumer as a starting point in marketing strategies. By using these, companies can design suitable, emotional, and profitable customer experiences in a phygital context (physical place and digital space), including both offline and online digital experiences. Batat argues that a traditional product-centric approach should be replaced by the appropriate mix of 7Es, based upon a more consumer/experience-centric logic.

Experiential Marketing is a guide to building experiences consumers cannot forget. It will be of interest for CEOs, brand managers, marketing and communication professionals, students, and anyone eager to learn more about how to design the ultimate customer experience in a new phygital. In this book, Professor Batat combines theory and practice and gives readers an overview of the origins and the rise of the customer experience logic, the 7Es of the new experiential marketing mix, and the challenges for the future.

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