ESSENTIAL Naples
Relationship
FALL 2021
14
The Community Experience
at Mystical Bookshop By David A. Kaplan and Wendy L. Feltner
“We don’t prescribe one spiritual path over another; we simply offer a space to help people find what they seek.” —David A. Kaplan and Wendy L. Feltner
A
t Mystical Bookshop, we thrive because of our customers. The moment our customers enter the store, they are greeted with a positive attitude and a delightful environment. This is called CX—customer experience, or community experience. Everything is designed so that our clientele feel they can express themselves without judgment and with a supportive ear. Whether someone is enjoying abundance, nervous about a new or potential relationship, or facing a crisis, we do our best to offer them a safe place to be themselves.
The Energy
CX is the bedrock in which we do business. We plan everything to the smallest detail so that anyone who comes into our shop receives good energy. Merlin, our friendly French Bulldog, is
usually the first to greet people when they enter the shop. He is so excited to see new and familiar faces and is an instant ice-breaker. Though not everyone loves dogs, most people see and feel his positive energy and it resonates with them.
The Smells
Scent is the next tool in our CX arsenal. It has been said that, of the five senses, scent is the one that evokes the strongest memories. Whether it be sage or palo santo, incense or a candle, the customer is greeted with pleasant smells that typically evoke a positive reaction; scents such as patchouli or frankincense are often associated with earth-conscious people and spiritual rituals. The scents communicate to our customers that they are in a relaxed and spiritual environment and create a foundation for what comes next.
