An in-store experience refers to the feelings, thoughts, and perceptions a consumer experiences while shopping in a brick-and-mortar location.
Whether they’re shopping in a store or online, the consumer’s experience is critical to building loyalty, encouraging repeat business, and driving sales. And while shoppers are increasingly turning to ecommerce to buy products, businesses with brick-and-mortar locations can’t underestimate the power of providing a strong in-store experience.
The consumer’s feelings, beliefs, thoughts, and perceptions all help determine their in-store experience. These perceptions are based on a number of factors, including the tone and atmosphere of the store; the customer service the consumer experiences while shopping; the pricing and merchandising of products throughout the store; and the types of product options they can access.
Brands and retailers can improve the in-store experience and build customer loyalty by offering more convenient, personalized engagement. And because many shoppers will research products on their phone while shopping in-store, having cohesive branding across all sales channels can also boost the consumer’s experience.