Ep. 141 - The Science of Shopping Applied to Family Entertainment Centers with Paco Underhill

On this edition of the Memory Makers Podcast, Russ sits down with Paco Underhill, global retail expert, founder of Envirosell Inc., and bestselling author of Why We Buy: The Science of Shopping. Paco shares his journey from hanging time-lapse cameras off 60-story skyscrapers to discovering how minor physical adjustments radically alter guest habits. He shares the critical differences in demographic comfort, the psychological weight of time, and why the most impactful leadership requires getting out from behind a desk. “The ability to communicate an understanding of science and be able to match it to the art of design was something that was just very popular and telling. And part of what we also recognize is while there are a series of biological constants, things that don't change within the context of our physical behavior, part of what we know is whether we're talking about the design of a store, a home, a hospital, a website, [or an entertainment venue,] there are a series of things that are in flux. The degree to which we recognize that design, whether it's physical or cyber, has to keep track of the evolution of us.” -Paco Underhill Together, Russ and Paco peel back the layers of customer interaction in a post-pandemic landscape, illustrating why the ultimate customer journey begins long before a guest reaches the front counter.