Reimagining the In-store Experience

Barbara Kosko March 13, 2024

According to the more than 2,000 U.S. consumers we recently surveyed, 36 percent of respondents shop in-store only, while 34 percent do so at both stores and online. Retailers need to find ways to ensure the in-store experience meets the high expectations of today’s consumers.

Our recent research report, 3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience, describes solutions retailers can enlist to not only improve CX, but also capture valuable insights into customer behaviors, preferences, and trends.

Here’s a quick summary of ways you can reimagine the in-store customer experience.

1. Let Your Customers Take the Lead with Booking Their Own Appointments

Customers today are so accustomed to convenience that they expect it at every step of the purchase journey. Being able to book in-store appointments in advance, on the channel they want, gives them control over the whole experience.

Appointment booking software not only gives customers the convenience they want but also helps retailers by increasing appointment attendance with tailored email or SMS reminders. It also captures detailed information about the customer’s intent so they can provide a personalized experience.

2. Say Goodbye to Storefront Queues for Good

As we discussed in a recent webinar, 85 percent of consumers will walk out of a store if they must wait in line. That’s a very high percentage, likely costing retailers billions of dollars annually. But the good news is that customers’ perceptions of wait time can be managed.

Digital queue management solutions let your customers join a digital waitlist at your storefront. They are kept informed about their wait time and queue position through mobile notifications and are alerted when their time for service draws near.

This way you can manage their expectations and allow them to manage their own time. Maybe they want to browse your store while they wait, run an errand, or just sit at the nearby café.

Either way, you’re giving them the freedom and power to choose, while also capturing valuable data about the reason for their visit.

3. Tap into Your Niche with Special Events

In the last few years, consumers have been turning away from spending on just “stuff” in favor of experiences. They want to live through memorable moments, connect with others, and share events with their loved ones—and most importantly, they want to do it in-person.

Brick-and-mortar retailers can take advantage of this trend by offering VIP events, workshops, and/or classes for target audience segments. Make registering for your events quick and easy with a seamless event management solution that keeps them up to date on the upcoming event.

Improve CX and Drive Revenue with Verint Retail Solutions

Keeping your customers engaged with appointment booking, queue management, and event management is just one part of choreographing your retail operations.

The better you can capture and analyze the in-store experience data, the more you’ll be able to improve and personalize your services.

Download the report, 3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience, to access research on consumer behaviors, preferences, and more.

And join us at ShopTalk on March 17-20, 2024, in Las Vegas to hear how Verint CX automation solutions are helping retailers drive higher revenue, increase customer loyalty, and elevate both in-store and digital experiences.

Schedule time to speak to a Verint expert onsite. We hope to see you there!