The 6 Essential In-Store Encounters That Your Customers Would like to See

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With society being so seriously invested in convenience, precisely why do consumers continue to support physical retailers?  

One term: experience.
Shoppers had been itching to get back straight into retail stores following the particular initial wave of lockdowns, and 2021 has provided strong sales numbers for a lot of retailers . With delivery options still broadly available, consumers clearly appreciated the experience of getting away of the house plus into retail stores.  
Based on our State of Customer Behavior 2021 report , the in-store experience is definitely a defining advantage of brick-and-mortar retail. 90% of shoppers are likely to return to your store if their in-store experience is positive — and especially if the experience is certainly one-of-a-kind.
As 2022 approaches, the normalcy that will in-store retail experiences offer will always appeal to shoppers. And yet it is the retailers who supply in-store experiences that fall outside of the norm who will win the repeat business of the customers.  
As McKinsey explains, successful retail experiences are not standardized but rather personalized to the finest possible degree. Retailers should give a full array of specific experiential offerings in order to serve create segment associated with their shopping base.

Here are the six types of in-store experiences that retailers should offer.

one. Self-service experiences

When shoppers choose a single retailer over another, these people give great weight in order to the convenience of every respective store. Per our State of Consumer Conduct 2021 report, 25. 5% of shoppers see convenience because the most important aspect in where they select to shop.

Delivering a convenient shopping experience means giving the customer options . Self-service offerings, by and large, provide customers one more option in your store, plus greater choice generally stimulates a more convenient purchasing experience.  

When the cashier-led peruse line stacks up, a self-checkout kiosk can reduce the bottleneck. When in-store staff are overstretched, digital shopping assistants are significantly filling employees’ shoes in a manner that empowers customers by responding to product-specific questions to showing competitor pricing and more. Self-service experiences are the relatively low-cost way to improve the convenience of your stores.  

2. Click-and-collect encounters

The key is out: Shoppers can save time by purchasing items through retailers’ websites and apps, then picking those items up curbside or in-store. These are usually generally known as click-and-collect experiences. Deloitte cites click-and-collect experiences as one associated with the most resilient post-pandemic retail trends. BBC boasts click-and-collect as the possible future of shopping .

Like self-service experiences, click-and-collect experiences are generally convenience-driven. Shrinking the time between a shopper’s purchase and the product’s availability to get pickup is the next frontier in click-and-collect experiences.
While you can accept a massive advantage over e-retailers through your click-and-collect experiences, you must brain the details. Unifying your inventory between your stores and digital platforms is really a must. This will protect you from unexpected shortages and dreaded order reversals.

3. Immersive experiences

A feature of your shop is “immersive” if this draws the shopper nearer to your brand, recording their attention for even a moment. Something as easy as an interactive electronic display can speak in order to the shopper in a way that they discover immersive.

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Whenever we think about immersive store though, many think of ultra-creative, non-replicable experiences. Nordstrom’s in-store hot tub services are just one example of a retailer truly going for it in the class of immersion.

To be clear, not every immersive experience has to place you in the running for a creative retail award. However, you need to give thought to whether specific experiences in your stores are providing talking points, memories plus immersion for your customers.  

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4. Brand-building experiences

Brand-building experiences are a kind of brand-experience marketing. The goal of this type of marketing is  “to establish a much deeper emotional connection and increased brand affinity” between retail organization and your buyers.  

Totally free live events, in-store shows featuring your charitable partners and sponsored televised enjoyment may all qualify as brand-building experiences. These encounters have the distinct objective of spreading awareness and affinity for the retail firm.

5. Revenue-focused experiences

The revenue-focused experience is not intended to make your customers feel good. It may not always be especially immersive or reflective of larger brand principles. A revenue-focused experience drives the client to buy, plain plus simple.

A vibrantly-displayed “buy one, obtain one” offer on the electronic display screen is the revenue-focused experience. So are usually “items good you’d like”-style upsells in your digital storefronts.  

Revenue-focused experiences allow your customers to buy what they want as quickly as possible. Deployed successfully, your revenue-focused experiences may compel shoppers to buy even a lot more than these people thought they needed.

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6. Informational encounters

We live in a world where shoppers are constantly bombarded with information about the latest products, deals and retail experiences. This flurry of info is useful in a few respects, but also places the onus on your own organization to provide functional information to shoppers inside a clear, accessible way.

Retailers have turn out to be clever in the way they deliver information to shoppers. Mobile phones have long been a tool for the in-store shopper to verify product reviews before buy. Retailers who can sync their apps with the in-store shopping experience might provide unparalleled convenience and ultimately reduce staffing costs.

Something as simple as being a digital display can provide everything a shopper hopes to understand the product, and ultimately encourage them to toss that will product in their container. Shoppers want information. The more digestible you may make that information, the more probably you might be to secure replicate business.


The truth is, the “retail experience” is actually a problem comprised of many experiences, conjoined together into one smooth experience — if everything goes right, which is.

No single customer comes to your shop for one single encounter. A strong product inventory does little good in light of hour-plus checkout moments. Customers may buy items online and pick them up in-store for convenience, but they also expect friendly customer service whenever they arrive for their items.

The particular six in-store experiences we have featured are critical pieces of the retail puzzle. Give these experiences the interest they deserve, and your shoppers will have little reason to cast an eye towards your competitors.

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