Marketing

The secret to retail loyalty in 2025? Premium experiences at every touch point

Today’s consumers aren’t just buying products — they’re seeking experiences. They want more than transactions. They expect personalized, seamless interactions that reflect their preferences and lifestyles.

Photo: Generated by AI. Adobe Stock.

October 3, 2025 by Spencer Wright — General Manager, Like Sew

Today's consumers aren't just buying products — they're seeking experiences. They want more than transactions. They expect personalized, seamless interactions that reflect their preferences and lifestyles.

According to Qualtrics, 72% of U.S. consumers are willing to pay more for a premium experience when doing business with a company. This underscores the powerful trend that people value their shopping journey just as much as products they seek.

For specialty retailers, this presents a significant opportunity for differentiation, especially in how they use technology to their advantage. The right technology can help them enhance personalization, streamline convenience, and deliver consistent experiences across all of their channels. By doing so, retailers position themselves to build stronger customer loyalty, drive repeat business, and thrive in a highly competitive market.

Why consumers want premium experiences

Consumers are looking for premium experiences for several key reasons, all of which revolve around their evolving expectations and lifestyle demands.

At the core is the desire for personalization. Consumers are drawn to brands that recognize their individual tastes and respond by providing a tailored experience. For example, a retailer might suggest items based on previous purchases or offer a customizable product that allows a customer to feel a sense of ownership and uniqueness. This personalized approach helps shoppers feel valued, transforming routine transactions into meaningful engagements.

Equally as important is convenience. Consumers appreciate when brands anticipate their needs and remove friction points, enabling them to shop on their terms. This could be anything from intuitive online shopping platforms, to flexible delivery and return options, to hands-on in-store service.

Finally, feeling an emotional connection drives loyalty. Shoppers want to feel connected with the brands they support, so when retailers can create memorable moments, such as exceptional customer service or immersive experiences, they are forging loyalty and trust.

What premium experiences mean in today's retail landscape

The demand for premium experiences extends across all retail categories.

For example, let's look at the quilting and craft industry. Some quilting and craft retailers are reimagining their customer experience by offering virtual workshops, personalized project consultations, and online tools that help quilters explore patterns, supplies, and more. For customers investing time and money into these creative pursuits, a premium experience combined with expert guidance helps ensure they feel supported and inspired.

However, premium service isn't just for high-end or niche audiences. Everyday shoppers are coming to expect thoughtful, convenient experiences across the board. From curbside pickup to curated kits and subscription boxes, craft retailers are finding new ways to bring ease to every step of the creative journey.

How retailers can use technology to their advantage

To meet rising consumer expectations, specialty retailers are increasingly turning to technology as an enabler of premium experiences.

Advanced Inventory Management:
Accurate, real-time inventory tracking is essential for any retailer. In the quilt and craft industry, many items such as limited-edition fabric lines or specialty threads can be hard to restock. Retailers need to know exactly what's available at any given moment to avoid stockouts and to streamline special orders. For example, a shop offering personalized quilt kits can use real-time inventory tools to ensure all required fabrics and notions are in stock before promoting or packaging the kit.

Integrated Loyalty Programs:
Loyalty in the quilting and craft industry is built on trust and community. Integrated loyalty programs can reward customers with more than just discounts, such as offering early access to new fabric collections, invitations to classes or events, or points toward future purchases. These programs can be managed across online and in-store shopping, creating a unified experience that deepens engagement and keeps customers coming back.

Real-Time Customer Insights:
Understanding what customers are working on and what inspires them is key for crafting retailers. Projects can be seasonal or event driven, such as holiday decor, gifts, or back-to-school crafts, so real-time customer insights can help retailers deliver timely, relevant recommendations. For example, if a customer browses Halloween-themed patterns or autumn fabrics, the retailer can follow up with a personalized email highlighting coordinating thread, embellishments, or a related in-store workshop. This encourages creative momentum and builds stronger customer relationships.

Channel Management: Delivering a consistent experience across all channels, whether online, in store, or via mobile, ensures that customers encounter the same level of service and quality wherever they shop. This reinforces reliability and strengthens overall brand loyalty.

Additional tips to build long-term loyalty

To build long-term customer loyalty, especially in an increasingly competitive and value-conscious market, specialty retailers must go beyond basic transactional interactions and focus on meaningful engagement. Transparency and authenticity are essential, particularly for those who care about brand values. Being open about sourcing, manufacturing practices, and sustainability efforts can help build trust and set a brand apart.

Offering flexible payment options, such as installment plans or "buy now, pay later" services, can help make premium products more accessible without diminishing the quality of the experience. Retailers can further deepen relationships by actively engaging their communities through social media, loyalty events, or partnerships with causes that align with customer values, creating a sense of belonging and brand advocacy.

The future belongs to experience-driven retailers

As consumer expectations continue to evolve, the importance of delivering premium, personalized experiences has never been greater.

The most successful retailers will be the ones who prioritize meaningful, customer-centric interactions and leverage technology to their advantage. Ultimately, the future of retail belongs to those who treat every interaction as an opportunity to create something exceptional.

About Spencer Wright

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Spencer Wright is the General Manager of Like Sew, a Quilt Software solution, the only all-in-one, cloud-based point of sale (POS) platform developed specifically for quilt, fabric, and sewing retailers. Spencer is an experienced operationalist specializing in small business and social marketing. He has a Bachelor's degree in Political Science from Brigham Young University and a strong background in point-of-sale training and sales analytics. Spencer is an avid sand volleyball player and a fan of the Utah Jazz and Pittsburgh Steelers.

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