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From the moment a customer sets foot in your store, to the moment they pay for their goods, it’s essential to provide a high-quality retail experience.

Three out of four shoppers say their in-store experience is even more important than the price or quality of the goods they buy.

A welcoming and speedy service can go a long way in encouraging your customers to come back time and time again.

So, what makes the best retail experience for shoppers? Here are five things we think are vital.


  1. A safe shopping experience

The Government is lifting its ‘Plan B’ restrictions, so it is no longer a legal requirement to wear a face mask in stores from the end of January. However, customers still want to feel safe when they shop.

Keeping your store clean, offering contactless payment and showing customers you are looking out for their welfare can go a long way.


  1. A friendly shopping experience


‘Service with a smile’ is still important to customers, who want to feel valued and welcome in-store. 73% of shoppers say friendly staff are the most likely reason they will stick with a specific brand.

Invest in training your employees and providing a great working environment for them. After all, happy staff will lead to happy customers.


  1. A quick shopping experience


Some shoppers like to take their time and experience all the sights, sounds and smells your store has to offer. However, some prefer to be in and out as quickly as possible!

Research has shown that perceived wait times can feel a lot longer than they actually are. That five-minute wait in a queue can feel more like an hour!

Review the shopping experience you provide from start to end and see where you can reduce wait times. For example, could you provide self-service checkouts or click and collect? If a customer does have to wait, keep them informed and apologise for their delay if needs be.


  1. An environmentally friendly shopping experience


77% of customers state that it is important that brands are sustainable and environmentally responsible. This means that focusing on providing a sustainable store experience can boost customer loyalty and increase sales.

Whether you review your supply chain, donate to a local green charity or reduce your packaging, environmental awareness is a hot topic in 2022 and beyond.

More information about the importance of sustainability in retail


  1. An innovative shopping experience


With the rise of online shopping, it’s essential for stores to provide the best retail experience they can, with fun and exciting experiences to keep shoppers entertained.

This can be anything from in-store demonstrations and workshops, to using digital technology to bridge the gap between the internet and the physical world. For some examples, take a look at the best examples of digital technology in retail.

Experiential retail can be a fantastic way to create interactive experiences for shoppers, with one in five businesses keen to increase their experiential budgets post-pandemic.


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