THE EXPERIENCE REVOLUTION
THE WORLD HAS CHANGED
In an era where virtually anything can be delivered to your doorstep with a few taps on a screen, the fundamental question facing every retailer is:
Why should customers ever leave their homes to shop with you?
The inconvenient truth? They shouldn't—unless you give them something they can't get online.
Despite technology transforming consumers' retail experience, allowing them to seamlessly shop between online, social media, in-app and in-game, 32% of consumers still crave the personal service that only in-store shopping can provide. This isn't just a statistic—it's an opportunity
THE EXPERIENCE ADVANTAGE
When consumers can purchase anything from anywhere, the experience of buying becomes more valuable than the purchase itself.
Consider this:
- We no longer just buy products; we invest in memories
- We don't simply want transactions; we crave transformations
- We aren't merely consumers; we are participants in a story
Today's shopper is all about a connected interaction with brands and retailers—a personalized journey when browsing and buying, and they don't mind if it takes longer than in the past. In fact, 80% of consumers prefer a good customer service experience that takes longer over a faster one.
1. They Create Anticipation
Anticipation is currency in the experience economy. According to research in the Experiences Lab,
"The ability to savor, to anticipate an event, is to give that event meaning beyond its utility."
When you create anticipation, you're not just marketing an event—you're extending the timeline of pleasure your customers receive. They don't just enjoy the experience; they enjoy looking forward to it.
2. They Engage All Five Senses
Digital commerce can only engage sight and sound. In-person experiences can activate every sense:
- What they see (visual staging and design)
- What they hear (ambient music, conversation)
- What they taste (refreshments, samples)
- What they smell (signature scents, fresh products)
- What they touch (textures, interactive elements)
When all five senses are engaged simultaneously, the experience becomes greater than the sum of its parts—creating what scientists call "multi-modal perception."
3. They Tell a Cohesive Story
Every brand has a story, but hosted experiences let customers step inside that story. As the Experiences Lab explains, "When things like food, decor, music and entertainment all fit into the same theme, they tell a complete story."
Our minds are wired to remember stories far better than facts or features, making themed experiences the ultimate memory-making machine for your brand.
4. They Generate Organic Advocacy
The value of experiences extends far beyond the moment they occur. When customers share their memories through social media or word-of-mouth, they create powerful, authentic marketing for your brand.
More than three in five consumers (62%) say that they're more willing to speak up when a company provides them with an experience in 2024, whether poor or exceptional. The question is: which kind of experience will they be sharing about your brand?
THE SHIFTING CONSUMER LANDSCAPE
The data is clear: consumer preferences have fundamentally changed.
In experiential categories such as travel, older consumers' intent to splurge is even higher than that of millennials. This intent to splurge appears across various categories, including experience-based categories such as travel and dining out, as well as groceries and discretionary goods.
Meanwhile, younger generations are seeking more than just products:
66% of Gen Alphas prefer purchasing from companies that contribute positively to the world, while 18% express a preference for purchasing products made with sustainable materials.
These aren't temporary trends—they represent a permanent shift in how consumers define value.
THE BOOKABLE DIFFERENCE
In a world where anything can be delivered, only bookable experiences offer:
- Scarcity That Creates Value
Limited seats create demand and urgency that digital commerce cannot replicate. - Community That Fosters Belonging
Shared experiences create connections between customers who share your values. - Memories That Build Loyalty
The emotional impact of an experience creates stronger brand loyalty than any transaction. - Stories Worth Sharing
Experiences generate organic word-of-mouth that paid advertising cannot buy.
YOUR BRAND AT THE CENTER
When your brand becomes core to the experience, not just the transaction, you become the strong choice in a crowded marketplace. You're no longer competing on price, convenience, or even product features—you're offering something truly irreplaceable.
As the experience economy grows, brands that fail to create memorable, bookable experiences risk becoming mere vendors in a race to the pricing bottom. Meanwhile, experience-first brands will build communities of loyal customers who see your products as souvenirs of the meaningful moments you created together.
THE ROADMAP TO EXPERIENCE SUCCESS
Creating memorable experiences isn't accidental. It requires intention, design, and execution across four key pillars:
- Create Anticipation
Build excitement before the event through strategic marketing that tells a story. Remember: anticipation isn't just about filling seats—it's about creating value for your guests before they even arrive. - Engage All Five Senses
Design your experiences to engage sight, sound, taste, smell, and touch. Every sensory element should be intentional and aligned with your brand story. - Be Thematic
Choose themes that resonate with your ideal customers and express your brand values. Ensure every element of the experience reinforces your chosen theme. - Encourage Memory Sharing
Make it easy and rewarding for guests to share their experience. From photo opportunities to follow-up emails, help your customers become your best marketers.
JOIN THE REVOLUTION
The future of retail isn't just about what you sell—it's about what you offer that cannot be boxed and shipped. It's about creating moments so meaningful that customers will leave the comfort of their homes to be part of your brand story.
This isn't just a new marketing strategy. It's a fundamentally different approach to business that recognizes experiences as the ultimate competitive advantage in a digital world.
The question isn't whether your business will join the experience revolution.
The only question is: will you lead it?
We structure our services around a simple roadmap for bookable retail.
I want to go to there
Consumers don’t have to leave their homes to buy anything, but they will for an experience. Build anticipation with pre-booked experiences and you will be at the center of their happy memories.
We use content strategy, design, and technology to cause your customers to “savor” the experience to come, increasing your ROI.
Hello, you!
The moment has arrived and your customer is walking through the door. Thoughtful experience design requires coordinated staging of digital and physical considerations. As a retailer, how you perform here makes a big difference the fulfillment of customer expectations. Nail this, and the experience to come will have a greater impact on your customer.
The moment has arrived
Here’s where you deliver the experience your customer has been waiting for. Whether a self-guided tour of your winery, a painting workshop, or multi-sensoral phygital experience, this experience will be on-brand and perfectly positioned thanks to our collaborative approach.
I’ll be back
Well-crafted retail experiences prompt memory creation and sharing. This results in positive and natural referral marketing as well as a strong desire to return for more. We design and integrate modern technology that automates most of this and help you identify strategic prompts throughout your brand-centric experience that drives customer adoption.
