Experiential retail: What is it, and how is it changing the shopping experience?

Retail isn’t solely transactional – it’s experiential, too.

As sellers have embraced the experiential retail concept by offering hands-on, engaging moments, you’ll likely have experienced workshops, displays, events, entertainers, interactive kiosks and more on sales floors and in dining establishments. Why? These unique experiences can’t be replicated online, encouraging consumers to shop in person.

A retail report predicts 2025 is the year retailers will prioritize experiential moments in their stores. A poll of 15,700 customers across 10 countries shows that 59% of consumers expect more than half of the retail stores they visit to provide enhanced shopping experiences. And they’re willing to pay for it, too. The majority (81%) of those surveyed will shell out extra cash at stores offering games and other creative activities.

Gamify your brick-and-mortar retail space

Retailers can implement gaming elements — including the option to win prizes, earn points, engage with others and more — to boost customer loyalty, shopping enjoyment and revenue, according to MarketScale.

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Gamification might be a rewards program that accrues cash-back rewards or points redeemable for merchandise and services. Some retailers may implement a prize wheel to spin or scratch-off tickets as a creative way to offer a percentage off your purchase rather than advertising a store-wide sale.

Buona Beef, a restaurant chain in Chicago, updated its food ordering experience to offer convenience to its in-store customer base. By implementing touchscreen Samsung Kiosks in restaurants, hungry patrons can order and purchase food, access reward options and accumulate points in their My Buona Rewards loyalty program. This all-in-one solution not only informs customers quickly of their rewards status, which can help motivate upsells, but it also expedites the ordering process. Win-win!

Personalize the in-store shopping retail experience

Elevate your consumer experience by speaking directly to the shopper, thanks to data analytics and creative software.

For example, when you scan a loyalty card or pull up a customer’s in-house charge account, you likely see their name on the POS screen. Use it. Thanking the customer by name for their transaction can make the moment more personal and memorable.

Consider tailoring in-store displays to your target audience. Panico Salon in Ridgewood, New Jersey, personalizes its high-end customer journey with 40 large format displays (LFDs), including QBR Series and QB13R-TM Series UHD LED displays, to create awareness for its products and services. At each stylist’s station, an LED display showcases before and after photos of happy patrons, making the pampering session even more exciting and memorable.

Or, personalize your clothing, cosmetics, eyeglasses (and more!) sales floor with a Samsung VXT visual merchandising display. Customers can approach them at leisure and use the touchscreen interface to select products that match their style and needs, virtually try them on, and even customize products to their liking before placing an order.

Sensitize your sales floor and public spaces

Tantalize consumers by appealing to their core senses through sound, scent, sight, touch and taste. Experiential retailers are implementing the following:

• Ambient music creates a calm environment, encouraging lingering and longer shopping experiences.
• Voiceovers can educate consumers about sales, new product offerings and loyalty programs.
• Aromatherapy influences mood, such as relaxation in a spa or focus in a car dealership.
• Touchable samples, including fabric swatches in a furniture store or dress shop, allow customers to physically experience the materials.
• Food samples in a grocery store or deli-style eatery entice customers to try new products or encourage immediate purchases.

When it comes to appealing to the senses of sight and sound, interactive displays can show consumers how they will look or feel by using the retailer’s products. This storytelling approach builds a deeper connection to the brand while informing the consumer in a new way.

Clothing retailer Good American offers inclusive fashion for women wearing sizes 00 to 32. In the store’s Los Angeles location, a 55-inch large format Samsung Interactive Display showcases the company’s top-selling denim collection. Users can easily tap and scroll to effortlessly view the various fits and styles.

Offer your customers memorable retail experiences

Shoppers want more than racks and shelves to browse. Help them become part of your business and mission through interactive moments, fun rewards programs, educational displays, sensory experiences and interactions with friendly salespeople.

Learn more about Samsung’s digital display options, including custom video walls, LED signage, interactive educational displays, and digital menu boards, and how they can enhance the brick-and-mortar shopping experience for your clientele.