{"id":38006,"date":"2025-05-14T09:00:14","date_gmt":"2025-05-14T09:00:14","guid":{"rendered":"https:\/\/www.parcelpending.com\/?p=38006"},"modified":"2025-05-14T19:19:37","modified_gmt":"2025-05-14T19:19:37","slug":"how-retailers-can-elevate-the-in-store-experience-in-2025","status":"publish","type":"post","link":"https:\/\/www.parcelpending.com\/en-us\/blog\/how-retailers-can-elevate-the-in-store-experience-in-2025\/","title":{"rendered":"How Retailers Can Elevate the In-Store Experience in 2025"},"content":{"rendered":"

Shoppers today want the joy of an exceptional in-store experience. They want the delight of discovering innovative finds, trying new products, and engaging all of their senses in the process. Here\u2019s why the in-store experience is essential for your customers \u2013\u00a0both in 2025 and beyond.<\/p>\n

In-Store Shopping Sentiment is On the Rise<\/h2>\n

Despite rumors that in-store shopping is dead, 2024 marks the third straight year where new retail store openings are projected to exceed closures.1<\/sup> Further, 61% of consumers in 2024 reported that they enjoy the in-store retail experience, up a whopping 21% from last year\u2019s study.2<\/sup> Not wanting to wait for home delivery and package theft fears contributed to the positive response.<\/p>\n

Consumers Expect Exceptional In-Store Experiences<\/strong><\/h2>\n

Retailers can reap significant benefits by making the in-store shopping experience as pleasurable as possible \u2013\u00a0particularly if they\u2019re looking to attract younger customers. Millennials agree: 70% report that the quality of the shopping experience influences where they shop.3<\/sup> Gen Z also prefers shopping in physical stores, with nearly three-quarters of them shopping in-person once per week, according to research from payments company Adyen.4<\/sup> However, this generation votes with its wallet and will walk away if the store experience doesn\u2019t meet their expectations: 3 in 5 Gen Z respondents to Ayden’s survey said they will abandon their cart if the checkout line is too long or if their preferred payment method isn\u2019t available.<\/p>\n

While millennials and Gen Z pack a significant purchasing power and should be minded, research shows that the in-person shopping experience matters \u2013\u00a0regardless of generation. An analysis of 50,000 customer reviews of US and UK retailers found that 48% of negative reviews resulted from problems with the in-store experience, such as \u201cmismanaged checkouts\u201d and \u201cunhelpful service.\u201d5<\/sup> The potential losses are estimated to add up to $262 billion in revenue annually.<\/p>\n

Retailers are adapting to try and streamline the customer experience without compromising on service quality. For instance, Walmart has recently removed many self-checkout lanes, a common consumer sore spot, and replaced them with cashiers. As Charles Crowson, a Walmart spokesman, explains: \u201cWe believe the changes will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service.\u201d6<\/sup> ChangeUp’s Chief Operating Officer, Lynn Gonsior, summarizes the retail landscape this way: “Retailers must listen, adapt, and design spaces that resonate deeply with their customers.”7<\/sup><\/p>\n

Returns\u2019 Influence on the In-Store Experience<\/h2>\n

Although returns are a $890 billion headache for retailers annually, there\u2019s an opportunity to boost loyalty and sales by delivering a good in-store return experience.8<\/sup> For the first time since early 2020, most consumers (55%) prefer returning online purchases at physical stores rather than by mail.9<\/sup> According to Parcel Pending’s Retail Customer Experience Survey Global Report<\/a>, 62% of consumers say they would buy more from a brand if they had a positive experience with returns.10<\/sup><\/p>\n

How Smart Lockers Help Retailers Transform the In-Store Customer Experience <\/strong><\/h2>\n

When it comes to elevating the in-store experience, smart lockers are a retailer\u2019s perfect partner: delivering more convenience, efficiency, profitability, loyalty, and a positive customer experience \u2013\u00a0regardless of whether the shopper is picking up or returning a purchase.<\/p>\n