What Motivates Customers to Revisit Your Brick and Mortar Store?

Whether you formally survey or initiate informal conversations, it is imperative to make sure that you leave your bias at the door and really listen to what customers have to say. We can assume, infer or guess what our customers want, but ultimately it’s essential to ask. So we did. Find out what motivates shoppers to revisit your brick and mortar store!

Being 100% honest about what drives your business is a critical step for retailers. Scott Smith, Director of Operations at Management One, a global retail consultancy, indicates that relying on “emotion” to drive decisions is all too common in retail. “In order to grow, retailers need to move away from relying on emotion when making strategic decisions and add in measurement. The customer is what really drives all decision making from inventory through marketing.”

In that spirit, we took a quick poll of 250 shoppers to see what motivates them to revisit a brick & mortar retail store. Not surprisingly, promotions, giveaways and sales top the list — after all, everyone loves a bargain. But special events, loyalty programs, and store experience all ranked very high.

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