Consumer Behavior
Luxury shoppers seeking deeper store connection
April 25, 2023
A good number, 77%, of consumers expect to visit a luxury retail store this year and nearly half, 49%, believe the store should be more than a place to buy and should offer opportunities to build a better connection between a brand and a customer.
Those are prime findings of a report, The Evolving Art of Luxury Experiential Retail, from BoF Insights and Royalmount. The report identifies key reasons why physical stores continue to be paramount to the customer journey and includes insights from over 1,500 U.S. and Canadian shoppers, according to a press release.
The report found the desire to shop in-person remains strong in the luxury sector, and consumers are increasingly demanding more from a shopping experience, meaning brands must continue to evolve to create an experience that satisfies these shoppers.
More than half (51%) said tech-enabled loyalty programs are the most important offering when visiting a luxury shopping destination, closely followed by complimentary amenities (50%) like free WI-FI that enhance their customer journey.
