Consumer behavior is ever-evolving, and rapidly so, especially since the development of e-commerce. The convenience of online shopping, the competition to price-match, and the wide variety of products available through a screen that fits in the palm of your hand can be hard to compete with. But one thing remains true—a positive, memorable retail experience will keep shoppers coming back.  

Building relationships through service

Personalized service still holds value. Customers remember how they feel in your store, and that influences how quickly they’ll return. If you leave your customers feeling valued and recognized, the relationship you build will drive loyalty. 

But service is only half the equation; a memorable customer experience is key. Give your customers a reason to visit beyond buying products. Turn shopping into an experience. Ask yourself:

  • Do you have excellent product knowledge that leads to top-notch recommendations for related items?

  • Do you have a skill set that can be taught in a workshop or demonstration?

  • Can you host a local artisan and feature a special collection of products?

  • Can you host a VIP shopping event for loyal customers to say thanks for their support?

Each engagement with your shoppers is an opportunity to build a relationship and form a lasting memory of their shopping experience. 

Creating an unforgettable atmosphere

Remember that customer experience is impacted by your store environment, too. How do your customers feel when they're in your store? Think about:

  • The music

  • The smell

  • The lighting

  • The layout of your store

All these factors influence the atmosphere in which your customers spend time, make purchasing decisions, and form memories. You want these memories to be positive and lasting, so being intentional with these choices is key. Consider your ideal shopper and their preferences when making atmospheric decisions. 

Creating unique, engaging displays, inviting spaces, and even opportunities for photos and social media content can encourage shoppers to stay in your store longer (and spend more, too!) 

Leveraging last engagements

Delighting your shoppers at checkout can leave a lasting impression. It's the final face-to-face opportunity you have to engage with your shopper and encourage a next visit.

Extend a personal invitation to an upcoming event, or share about an upcoming sale that's relevant to the shopper. Ask your customer to visit the next time they're nearby and share feedback on a product they're excited to try. Be creative and give them a good reason to return.

💡 Check out: Sidewalk Sales Strategies for Success

Even better? Offer a free sample or gift with purchase, complimentary gift wrapping, a strong loyalty rewards bonus, a treat for kids or pets, or a surprise treat tucked into their bag for later.

A small act of kindness can go a great length in building relationships with customers that will keep them coming back again and again.