Skip to main content

​
Customer Experience

​
Our Audience

MOOD MNKY serves individuals who are seeking authentic connections to their emotional states and are drawn to sensory experiences as a pathway to wellbeing. Our core audience spans several segments:

Mindful Seekers

Individuals actively pursuing personal growth and emotional wellness practices

Sensory Enthusiasts

People with a deep appreciation for fragrance, texture, and sensory experiences

Digital Natives

Tech-savvy individuals looking to balance digital life with tangible experiences

​
Customer Journey

The MOOD MNKY customer journey is designed to be both transformative and personalized, evolving from discovery to deep engagement:
1

Discovery

First encounters with the brand through social media, word of mouth, or retail discovery. Key touchpoints include our visually distinctive products, compelling brand story, and unique positioning at the intersection of fragrance and emotional wellness.
2

Exploration

Initial product purchases or digital platform engagement. Customers begin to explore how MOOD MNKY offerings relate to their personal needs and preferences. Sampling kits and the Dojo welcome experience play crucial roles.
3

Deepening

As customers experience the benefits of our products and platform, they develop a deeper understanding of how scent impacts their emotional state. They begin to incorporate MOOD MNKY into regular routines and practices.
4

Personalization

Engagement with customization options, from tailored fragrance profiles to personalized digital content. The AI-powered recommendation engine becomes increasingly valuable as it learns user preferences.
5

Community

Integration into the broader MOOD MNKY community, participating in events, discussions, and shared experiences. Members begin to see themselves as part of a movement rather than merely customers.
6

Advocacy

Becoming brand ambassadors who share their experiences with others, contribute to product development through feedback, and participate in co-creation opportunities.

​
Service Principles

Our approach to customer service is guided by these core principles:

Empathetic Engagement

We connect with customers on an emotional level, recognizing and validating their experiences, preferences, and needs.

Sensory Consideration

Communication and interactions are designed with sensory elements in mind, from the language we use to the digital and physical environments we create.

Personalized Support

Customer interactions are tailored to individual preferences and history, recognizing the unique relationship each person has with the brand.

Educational Empowerment

Support interactions are opportunities to deepen customer understanding of emotional wellness and sensory connections.

​
Touchpoints & Channels

Our flagship stores and partner locations are designed as immersive sensory experiences, not merely points of transaction. Each store features:
  • Scent exploration zones
  • Mood assessment stations
  • Personalization counters
  • Community gathering spaces
Staff are trained as “Sensory Guides” rather than sales associates, focused on facilitating meaningful experiences.
The MOOD MNKY website and Dojo platform provide both commerce functionality and a content hub for emotional wellness:
  • Personalized dashboards
  • AI-powered product recommendations
  • Educational content library
  • Community forums and events
  • Mood tracking tools
The digital experience is designed to be intuitive, calming, and responsive to user needs.
Our support team operates across multiple channels:
  • Live chat (primary channel)
  • Email support
  • Phone consultations
  • In-store assistance
  • Community forums
All support representatives receive extensive training in both product knowledge and emotional intelligence.

​
Feedback Loop

Customer insights are integral to our product development and experience design:
1

Continuous Collection

Gathering feedback through surveys, product reviews, support interactions, and usage analytics.
2

Analysis & Synthesis

Identifying patterns, opportunities, and areas for improvement across the customer experience.
3

Strategic Application

Integrating insights into product development, experience design, and communication strategies.
4

Validation

Testing changes with customer focus groups and early access programs before broader implementation.
5

Communication

Closing the loop by sharing how customer feedback has influenced our offerings and experiences.

​
Experience Metrics

We measure the quality and impact of the customer experience through:
  • Net Promoter Score (NPS): Our target is an industry-leading NPS of 70+
  • Customer Satisfaction (CSAT): Measured across all touchpoints with a target of 90%+
  • Emotional Impact Score: A proprietary metric measuring the positive emotional change from product usage
  • Retention Rate: Target of 85% annual retention for Dojo members
  • Engagement Depth: Measuring interactions across multiple touchpoints
  • Personalization Adoption: Tracking usage of customization features

​
Experience Roadmap

Our ongoing initiatives to enhance the customer experience:

Sensory Profiling 2.0

Advanced assessment tools to create more nuanced customer sensory profilesTimeline: Q3 2023

Community Curation

Member-driven content and product recommendationsTimeline: Q4 2023

Integrated Wellness Tracking

Expanded mood tracking with integration to other wellness metricsTimeline: Q1 2024

AR Scent Visualization

Using augmented reality to visualize scent profiles and emotional effectsTimeline: Q2 2024
For internal teams: Contact the Customer Experience department for detailed personas, journey maps, and service blueprints.