In-store events like this live demo luncheon at Idler’s Home can make your business a community hub.
How to make the in-store customer experience outstanding
By Joseph A. Stepke, Acima Leasing
In the digital age, the value of a memorable in-store customer experience can’t be overstated.
Brick-and-mortar retailers face the challenge of not just attracting customers, but creating an environment that encourages them to stay, explore and, ultimately, purchase.
From killer layouts to interactive displays, here’s how to transform your store into a destination that customers can’t resist.
Create a Captivating Layout
The layout of your store is the first thing customers notice, and it can significantly impact their shopping experience. A well thought-out layout not only highlights your products but also facilitates a smooth flow of traffic, making shopping easy and enjoyable.
Key Elements of Effective Layout Design:
- Zoning: Organize your store into clear zones based on product categories. This helps customers find what they’re looking for quickly and discover new items along the way.
- Pathways: Create a logical path through the store that encourages customers to explore the entire space. This can be done by placing eye-catching displays at strategic points.
- Flexibility: Incorporate modular furniture and adjustable shelving to easily adapt the store layout to different products or shopping seasons.
Use Interactive Displays
Interactive displays, like AVB’s KIOSQ, are a powerful tool to engage customers and provide them with a hands-on experience. These displays can range from simple product search and try-before-you-buy setups to advanced technological interactions that blend physical and digital shopping.
Strategies for Interactive Displays:
- Technology Integration: Use digital screens and augmented reality (AR) to allow customers to see how products work or look in different scenarios.
- Product Demonstrations: Regularly scheduled demos or interactive sessions can draw crowds and create buzz around your products.
- Customization Stations: Allow customers to personalize products, which not only enhances the shopping experience but also increases the perceived value of the purchase.
Enhancing the Atmosphere with Sensory Experiences
The atmosphere of your store plays a crucial role in shaping customer perceptions and emotions. Engaging all five senses can create a compelling shopping environment that customers remember.
Tips for a Sensory-Rich Atmosphere:
- Visuals: Use lighting creatively to highlight products and set the mood. Consistent and appealing visual merchandising can attract attention and influence buying decisions.
- Sound: Background music that matches your brand identity can enhance the shopping experience. Ensure the volume is set to a comfortable level.
- Scent: Introduce a subtle signature scent that can evoke pleasant associations and make your store more inviting.
- Tactile: Ensure that products are accessible for customers to touch and feel, as the tactile experience can be a decisive factor in product selection.
(For more tips on enhancing your showroom’s appearance, see AVB’s Makeover Manual: Store Edition, here.)
Prioritizing Excellent Customer Service
Outstanding customer service is often what distinguishes an average store from a memorable one. Staff should not only be knowledgeable about the products but also exhibit a friendly, helpful attitude.
Customer Service Enhancements:
- Training: Regular training sessions can keep your staff up-to-date on product knowledge and customer service best practices.
- Empowerment: Allow employees to make small decisions on the spot, such as matching a competitor’s price or handling minor complaints immediately.
Leveraging Community and Events
Hosting events in your store can transform it from a place of transaction to a hub of activity and community. Events can range from product launches and cooking events to workshops and seminars relevant to your customer base.
Community Building Through Events:
- Regular Schedule: Keep a calendar of events that customers can look forward to.
- Inclusivity: Design events that cater to diverse groups, ensuring that there’s something for everyone.
Creating an unforgettable in-store customer experience is all about attention to detail.
By designing a compelling store layout, incorporating interactive displays, enhancing the sensory atmosphere, providing excellent customer service and becoming a community hub, you can ensure your store remains a preferred destination.
This holistic approach not only drives traffic and sales but also builds lasting customer loyalty.
Joseph A. Stepke, aka “Joe the Finance Guy,” is a sales manager and brand ambassador for Acima Leasing, a provider of lease-to-own solutions for retailers. Contact Joe at (615) 775-1597 or joseph.stepke@gmail.com to learn more ways to grow your sales.
