How The Best Brick & Mortar Stores Build Customer Relationships And Loyalty

This is a post about learning from the best.

What do the top brands do that earn so much loyalty?

How do they win people over, over and over again?

1. Starbucks – warm, predictable atmosphere

Starbucks is well-known for many things. They don’t actually have the best coffee in the world – just good-enough coffee that’s consistent and reliable. You know to expect the same sort of experience and service from Starbucks around the world.

2. Subway – tasty bread smell

The thing that always gets me about Subway is the smell of the bread. There’s an outlet near where I work, and I have to walk past it every morning. Several times, I have ended up buying a Subway sandwich because the smell of the bread was just too enticing.

How could you be using smells to allure your customers?

3. Apple – premium experience

Apple stores are all about simplicity and elegance. There’s a lot of big open space, and everything is minimalist.

The effect is a focus on the products. If you look at the walls, the ‘decorations’ are all high-resolution pictures of the products in action.

How could you make your product the hero of your store?

4. Lululemon – social warmth

Lululemon is more about warmth, and socializing. They turn some of their stores into yoga studios after hours.

5. IKEA – fun, immersive experience

The magical thing about IKEA is that it creates this large, immersive experience for customers to navigate. You might go there wanting to buy a couple of things, but end up with an entire trolley’s worth. A lot of this is about seeing things in the context in which they might be used.

How can you create an experience and contextualize things for your customers?

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