Win Over the Modern Shopper: How to Enhance the In-store Shopping Experience

In order to ensure repeat business from customers in a physical store, it’s important to create memorable in-store experiences that will have shoppers coming back time and time again. Let’s look at some strategies you can implement that achieve this outcome:

Exceptional customer service: Providing high levels of quality customer service should always be a priority for any retail outlet. Knowledgeable and friendly staff, helpful and accessible store managers, and fast and efficient cashiers all combine to enhance the customer experience and make the shopping environment positive and memorable.

Exclusive in-store events: Holding regular and exclusive in-store events will not only attract customers to your store, but will likely have them returning. A simple example of an in-store event could be a day where you discount all (or some) items. You can host product demonstrations and offer free food and drinks. Hold a competition where for every X amount of dollars spent, the customer gets a free ticket into a major prize draw. There are literally dozens of ideas for in-store events.

Loyalty programs: Loyal customers are repeat customers, hence the concept of loyalty programs. The type of loyalty program you establish really depends on the type of shop you operate. As an example, cafes often give out loyalty cards, where after so many purchases, the customer receives a freebie. Rewards cards, where customers accumulate points with every purchase, result in shopping discounts for the consumer.

Make returns easy: There can be many reasons why a customer wants to return a purchase. The more open you are to returns and the easier you make the process will place your store and your brand in a positive light.

Building a community around your brand

Creating a sense of community and connection through in-store experiences is a key way for real-world stores to differentiate themselves from online retailers. They give your brand a competitive edge that encourages repeat visits and increases brand loyalty. Let’s look at some examples to illustrate what you can do:

Workshops: Your store could offer workshops or classes related to your products. For example home improvement retailers could host a DIY workshop regarding a particular project and the tools required. Workshops give your store an interactive and community feel.

Product launches/parties: Are you or one of your suppliers launching a new and exciting product? This is the perfect opportunity to host a product launch party, where guests get to learn more about your new product while enjoying snacks and drinks.

Host a customer appreciation day: Everyone likes to feel valued. If you host a customer appreciation day, shoppers will instantly feel like VIPs. You can offer exclusive discounts, host activities and provide giveaways. Demonstrate that you value their business and they’ll keep coming back.

Host a charity event in-store: Partnering with your favourite local charity will not only help raise funds for a good cause, but it will also breed customer loyalty and repeat business. Consider hosting an in-store fundraising event. Customers will have the opportunity to give something back as they shop, while at the same time engaging with your brand.

Leveraging technology in physical retail

Utilising the latest technology is another way to transform the in-store experience. Let’s look at some examples of how you can do this:

Augmented Reality: Also known as AR, augmented reality is a technology that combines the real world and computer-generated content. AR is ideal for demonstrating products in an entirely new and exciting way. For example, let’s say a customer is shopping for a new piece of furniture. With AR, they’ll be able to visualise what that piece will look like in their home. This idea will definitely increase shopper engagement.

Data analytics: Modern in-store customers want (and even expect) personalised shopping experiences. You can create these personalised experiences with the help of data analytics. You can collect individual data in a variety of ways, such as through in-store customer satisfaction surveys, via your email list, logging customer’s buying habits, lifestyle interest data and more. You can also collect customer data through your website and social media channels. When armed with this valuable information, you’ll be able to tailor various in-store experiences and promotions based on what you know your customers like.