Experiential retail

Getting customers through the door is one challenge, but providing a top-tier experience in-store is what helps turn first-time customers into happy brand ambassadors.

ECommerce may be convenient, but today’s shoppers want something even more. After nearly three years of shopping online, customers are ready to get out from behind their screens and into stores. But yesterday’s shopping trip isn’t what they crave.

Retailers are shaking things up.

38%

of retailers will offer loyalty perks to in-store shoppers only.

37%

will offer QR codes for additional product information, promotions, and digital experiences.

36%

will offer in-store events, such as DIYs, classes, and holiday events.

33%

will offer virtual experiences in store, such as VR/AR and interactive kiosks.

32%

will highlight products with pop-up showrooms or discovery areas.

32%

will leverage mixed-use retail experiences, such as coffee or wine bars in-store.

94% of retailers plan to enhance their in-store customer experience, turning commerce into an event.

70% of retailers said that they prioritize modern ways of shopping, blurring the line between online and traditional brick-and-mortar shopping with mobile checkout, VR/AR, or QR codes.

What modern way of shopping has produced the greatest response from shoppers in your store?

Mobile checkout
QR or VR/AR codes
None of these

DID YOU KNOW?

Customers who enroll in a Square Loyalty rewards program are twice as likely to be repeat customers. They also spend 37% more than customers who aren’t in a loyalty program.