Hermes in Retail: What the customer doesn't say... also sells.

20 Aug Hermes in Retail: What the customer doesn't say... also sells.

In Greek mythology, Hermes was the messenger of the gods. A god with multiple attributes: fast, cunning, a communicator between worlds. He translated the unintelligible, carried messages between different universes, and knew how to listen - even to what was not said.

In contemporary retail, what customers don't say is precisely what costs companies the most. They may leave dissatisfied and never return. They may simply switch to another brand in silence. What's more, they can negatively influence other consumers without the company even realizing it.

This is how the Hermes Project was born at MPL: inspired by this symbolism and focused on listening deeply to the customer journey. Strategic intelligence that connects behavior, data and experience to capture what lies beyond the surface.

Applied to retail, Hermes reveals:

• Signs of friction at critical moments in the journey;
• Sensations and perceptions that don't appear in traditional surveys;
• Gaps in the experience that affect sales, repurchase and loyalty;
• Emotions that influence consumer behavior - but are rarely tracked

Hermes acts as a modern translator: he transforms what is implicit into action. It makes visible what conventional data misses. And it creates paths between brands and the real desires of their customers.

While the retail world is betting on volume, the Hermes Project is betting on listening. On understanding the difference between a transaction and a connection. Between repeating a purchase and remembering a brand.

Because today, the greatest competitive differentiator is not just the price, the market or the product. It lies in the ability to deeply understand the consumer - even when they don't say a word.

If your customer is silent, Hermes is listening.