Customer Experience Matters: Small Touches That Keep Shoppers Coming Back

In today’s day and age, it’s almost too easy for shoppers to click “add to cart” and skip the trip to shop in-person altogether. I mean, we’ve all been there. Competing with the convenience of online shopping (especially paired with the average person’s busy schedule) can be a challenge for retailers. But what guides people to keep choosing brick and mortar is something the internet can’t replicate: An unforgettable customer experience. Imagine taking that first step into your favorite store. What about walking into those doors makes it your favorite? The same goes for your customers. It’s in the exact moment a customer walks in that sets the tone for their visit, and it can be the reason they choose to come back.

First Impressions: Beyond what products are on the shelves, the sights, sounds and even scents that influence a customer’s experience. Everything from the music playing to the way a store looks and smells can help create that first impression. 

Visuals are going to be the first thing your customers notice. Whether it’s a striking front display or a looping video, it can add personality and give customers a reason to pause. Even the way staff greet shoppers contributes to the experience! 

Many retailers prefer to play music in their space to avoid it being too quiet. An overly quiet store can feel uncomfortable and flat, potentially causing your shoppers to leave before they explore the whole store. At the same time, setting the pace and energy requires more than just turning on the radio. The right playlist can get people into the door, turning casual browsers into repeat customers. Depending on the setting and type of retail store you have, the music choice or ambiance may change. 

Lastly, scents can be a driving force to make a sale. Have you ever heard the realtor trick of baking cookies before an open house? The warm, comforting and familiar smell of fresh baked cookies helps people feel like they're already home. The same idea can be applied to your store! Fresh cookies, seasonal candles or florals create a sense of familiarity, helping shoppers feel more comfortable. These small details work together to set the tone for the visit – and even get you a returning customer.

Simple Service Wins: Strong customer service is one of the simplest ways to turn a first-time shopper into a store regular. Being greeted with a smile when they walk in is a great start, but the real impact comes from the small, thoughtful interactions that happen throughout their time in the store. Staff who check in without hovering, offer a basket when someone’s hands are full or take a moment to suggest a gift idea all help to turn a simple shopping trip into a positive experience. Even offering to wrap a purchase or pointing out a new arrival shows the personal attentiveness that online shopping cannot offer. In a world with technology expanding faster than ever, personal and consistent customer service leaves consumers the impression that the store values them and not just their transaction.

Create Experiences, Not Just Sales: In-store experiences are what set traditional retailers apart. Customers already know the convenience of simple transactions through online shopping, but many are now craving more of the personable experience that only traditional retailers can give them. Hosting a product demo or partnering with a local business for a small showcase gives customers a reason to visit that goes beyond making a purchase. Simple additions like a “try before you buy” station, seasonal photo corner or sampling table add interaction that customers remember and can’t get online. These experiences encourage people to linger, connect and see the store as more than a place to shop. Over time, they turn an errand into something memorable enough to bring them back again and again.

It’s The Small Stuff: Encouraging customers to come back doesn’t have to require a big program or major investment. Small, thoughtful touches can go a long way. Customers love the sense of belonging through a simple loyalty punch card, or letting them sneak a peak at new arrivals can make  shoppers feel valued and special. Again, it’s the small stuff like rotating seasonal displays or highlighting under-$25 finds that gives customers a reason to stop by often to see what’s new. Even placing grab-and-go baskets or impulse displays near the counter can lead to extra purchases and a stronger memory of the visit. These little details may seem minor, but they help build habits and create the kind of repeat traffic every retailer needs.

In a retail landscape where online shopping is only a click away, creating a good customer experience is key. From subtle first impressions to thoughtful service, interactive moments, and small touches that encourage repeat visits, these details shape how shoppers feel about a store long after they leave. When retailers focus on creating memorable experiences, they give customers a reason to return, turning one-time visits into lasting loyalty.

Choosing DM as a vendor means choosing a partner committed to helping retailers create unforgettable customer experiences! Our products are designed to be shelf-ready, giftable, and easy to merchandise, giving stores the tools they need to engage shoppers from the moment they walk in. From packaging that grabs attention to displays that drive impulse sales, every DM brand is built to support stronger customer connections and repeat business. Contact your DM Sales Representative at 1-800-548-6784 or create an online account to start shopping The Goods today!