How to leverage experiential retail across the customer journey

What does experiential retail look like in today’s commerce landscape? How valuable is it to your bottom line? What does it take to incorporate this concept into your marketing strategy? This article will help you learn more about the wide range of experiential retail and how to implement this approach effectively.

What is experiential retail?

Experiential retail is a strategy to create dynamic shopping experiences by integrating technologies, personalized services, and interactive elements. In traditional retail, the primary focus is on selling goods, while experiential retail invests in customer experiences as a sales driver. To understand the key differences between these two approaches, let’s take a quick look at how they compare across various aspects of retail.

Experiential retail is leveraged for both online and in-store shopping. It supports omnichannel commerce, which is the process of creating seamless shopping experiences across touch points.

Some examples of experiential retail in brick-and-mortar stores are: unique store design, in-store events and workshops, experiential product display, hands-on product demonstrations, interactive technology, and virtual try-ons. For online shopping, examples include AI-powered chatbots or virtual assistants, 360-degree product views, interactive product customization, and live shopping events.

Why invest in experiential retail? Here’s the value to you

Looking at where we’re at in 2025, retail is less about what’s on shelves and more about the experiences brands create. A surge in interactive, wellness-focused, and gamified in-store engagements is anticipated as shoppers increasingly seek more than just products—81% of global consumers will pay more for elevated shopping experiences. This shift highlights the need for brands to go beyond transactions, crafting immersive experiences that not only drive sales but also build long-term customer relationships.

With the right tools, you can bring interactive shopping to life online, engaging customers in new and exciting ways. And for brick-and-mortar stores, a well-planned mix of experiential marketing strategies can do more than boost foot traffic—it can set you apart from competitors, deepen customer loyalty, and turn every visit into a memorable brand moment.

Brands leading the way in experiential retail

Let’s take a look at how popular brands are transforming shopping into engaging experiences, both in physical stores and online.

Brick-and-mortar examples:

1. Nike’s House of Innovation – Nike's flagship stores, such as the House of Innovation in New York, offer custom sneaker design stations, interactive product displays, and hands-on testing areas for customers to experience the brand in action. Shoppers can use the Nike app for in-store experiences, enhancing the seamless connection between online and offline shopping. Source

2. Sephora’s beauty TIP (teach, inspire, play) workshop – Sephora offers in-store beauty classes and personalized product consultations, using technology like augmented reality mirrors for virtual try-ons. This interactive experience allows customers to test out products and receive personalized beauty tips in a relaxed, fun setting. Source

3. H&M social fitting room – At its Barcelona store, H&M transforms the traditional try-on experience into a party-inspired adventure. Customers can personalize their fitting room ambiance by selecting a mood, music genre, and lighting effects, creating an immersive and engaging environment. Source

Online shopping examples:

1. Warby Parker – Its virtual try-on feature uses augmented reality to allow customers to try on glasses from the comfort of their homes, helping them visualize how different styles look on their faces before making a purchase. Source

2. Amazon Live – This feature from Amazon allows customers to engage in live shopping events where they can watch product demonstrations, ask questions in real time, and make instant purchases, all while interacting with the brand. Source

Key advantages of experiential retail

Experiential retail offers several advantages that go beyond the traditional shopping experience.

• Brand differentiation

How can your brand stand out in an overcrowded market? With experiential retail, you can build a unique identity that lingers in the minds of consumers—73% of consumers say that customer experience is a crucial factor in their purchasing decisions and are willing to pay more for a greater experience. Offering a memorable experience helps your business shift from being known as just another seller of products to a unique player in your industry.

• Increased customer loyalty

Loyal customers are not only more cost-effective to engage with, but they also contribute significantly to your bottom line. In fact, retaining them is far less expensive—up to five to ten times cheaper—than acquiring new customers. On top of that, loyal customers tend to spend 67% more than those making their first purchase.

Experiential retail builds deeper emotional connections, increasing the chance of customers returning regularly. Whether it’s through personalized interactions or memorable in-store events, you can create a lasting bond that goes beyond a single transaction.

• Organic brand engagement

Experience-driven retail encourages customers to engage without feeling pressured. When customers interact with your brand, they become more inclined to share their experiences, which leads to valuable organic marketing. Think of it this way: when a customer enjoys an engaging in-store workshop or interacts with a personalized recommendation online, they’re likely to talk about it.

• Enhanced social media exposure

We all know the power of social media. Prospects often get influenced by brand experiences shared by others on various social media channels, like TikTok, Facebook, Instagram, and more. Creating “instagrammable” experiences encourages customers to share their moments online. Whether through a visually stunning store design or a fun, interactive digital experience, you’re likely to see your brand reach new audiences organically.

Ready to transform your business? Here’s how to implement experiential retail

1. Create interactive in-store experiences

One of the simplest yet most effective ways to implement experiential retail is by designing interactive in-store experiences. Think beyond traditional product displays—incorporate engaging elements such as interactive screens, virtual try-ons, or touchable product features. Imagine a fashion store where customers can visualize how an outfit will look on them through augmented reality or even control the lighting for the perfect fit.

You can host in-store workshops or create themed shopping experiences tailored to customer interests, like styling sessions or product tutorials.

2. Leverage technology for personalization

Personalization is at the heart of experiential retail. Consumers expect experiences tailored to their preferences. By using technologies like AI, you can offer personalized recommendations or targeted promotions as they shop. For instance, customers could receive personalized offers when they enter your store or find specific items based on their past purchases. Additionally, you can use location-based data to send special offers or messages to customers’ mobile devices when they enter your store or browse your website.

To ensure your product recommendations are always relevant and timely, you need to integrate product feeds and synchronize data across various advertising channels. Productsup can simplify this process by helping you manage and update your product data in real-time across all platforms, making it easier to deliver personalized experiences that resonate with your audience.

3. Incorporate omnichannel integration

Experiential retail doesn’t exist in one spot. To fully capitalize on the benefits, create a seamless experience across both online and offline channels. Encourage customers to engage with your brand on your website or social media platforms before they even set foot in your store. For instance, you can host an online “preview” event where customers get early access to new products or special discounts, then invite them to experience these items in person at your physical store. Offering online exclusive events or live-streamed product demonstrations allows for a broader reach and a more integrated brand experience.

For managing product listings across both physical and digital platforms, leverage the Productsup syndication platform to easily update and optimize your product data in real-time across marketplaces and other retail channels.

4. Create socially engaging experiences

Creating visually appealing, Instagram-worthy, or TikTok-ish moments in your store will encourage customers to share their experiences. Whether it’s through custom photo booths, interactive installations, or exclusive product releases, these shareable moments will amplify your brand’s reach organically.

To take your experiential retail efforts to the next level, consider leveraging a platform like Productsup, as it allows you to manage and optimize your product data across multiple retail channels seamlessly, ensuring your customers receive a consistent, tailored experience at every touchpoint.

Ready to enhance your retail strategy? Explore how Productsup’s feed management and syndication platform can help you tap into new opportunities for customer engagement. Book a free demo today!

Explore more resources

• [Overview] Productsup for retailers
• [Guide] Facing the future of retail in 2025
• [Watch video] Build your own tailored platform demo