Enhancing the In-Store Furniture Shopping Experience

hile online shopping has grown in popularity, furniture remains one of the few categories where in-store experiences still play a critical role in the customer journey.  Online browsing offers convenience, while physical stores provide the experiential advantage. Shoppers want to see, touch, and even sit on the sofa before bringing it home. As a result, creating an exceptional in-store experience can be a major competitive advantage for furniture retailers, leading to higher engagement, customer satisfaction, and sales.

Here’s how furniture retailers can create engaging and memorable in-store experiences for furniture shoppers. 

Furniture shopping can be overwhelming and is often a highly personal decision. Many customers may need help envisioning how different pieces will fit into their homes. Providing access to in-store design consultants can ease decision-making and enhance the customer experience. Knowledgeable associates who can understand the shopper’s needs, style, and space limitations create a more tailored and stress-free experience. Furniture retailers are increasingly expanding their capabilities, offering customizable furniture options and interior design services to accommodate different shopper preferences.

RH has opened RH Interior Design, an immersive destination for collaboration and ideation on projects of any scope, indoors or outdoors. RH Interior Design offers two levels of services, including expedited designs for one-room projects, and more comprehensive, holistic designs for two-rooms to an entire home. It also offers bespoke design services for the first time in a physical space, allowing visitors to experience whole-home transformations from concept to completion. A comprehensive design library showcases the retailer’s assortment of textiles, furniture and lighting finishes. 

Shopping for furniture can take time, and customers often need to sit and take their time to test out pieces. Providing comfortable seating areas and restaurants can encourage shoppers to spend more time in the store, which often leads to higher sales. Additionally, hosting special events and workshops in stores can create excitement and foster a sense of community. Hosting DIY workshops or home styling events can build community and engagement, deepening customer relationships.

RH recently opened its largest store in Newport Beach, California. The four-level space combines the retailer’s various home collections with rare art, antiques and artifacts from across the globe, offering visitors more immersive and engaging experiences. The location also features a rooftop restaurant and two wine and barista bars. RH plans to open seven new stores in North America and two in Europe this year. 

Shoppers often visit furniture stores with specific items in mind, but a great showroom can inspire them to explore new styles and ideas. Creating themed and thoughtfully curated spaces, such as a work-from-home setup or a vibrant family room, can help customers visualize complete looks instead of isolated items. Integrating technology into showrooms can make the shopping experience more engaging and convenient. Technology can simplify the decision-making process, enhance customer interaction, and serve as an effective tool for upselling or cross-selling. 

Ashley recently teamed up with Samsung to create The Connected Home Experience, powered by Samsung SmartThings. At Ashley’s store in Brentwood, Tennessee, the furniture retailer is showcasing over 200 Samsung and SmartThings-compatible devices within vignettes anchored by Ashley’s newest product offerings. The interactive showroom demonstrates to shoppers how smart devices can fit within their home and business spaces. Ashley shoppers will also be able to purchase popular tech from Samsung. Ashley plans to expand its Connected Home Experience to more stores in the near future.

A streamlined checkout and delivery process is essential for ensuring that customers have a positive experience from start to finish. When it comes to furniture, the delivery process can be just as important as the shopping experience itself, and retailers should prioritize making both steps as seamless as possible. By removing barriers in the checkout and delivery process, retailers ensure that customers leave with a positive impression and are more likely to return for future purchases.

Providing customers with multiple payment options like credit cards, digital wallets, and buy now, play later services can make purchasing furniture easier. Offering a range of delivery options, such as same-day, next-day, or white-glove delivery services that include assembly and placement of furniture ensures that customers find a solution to meet their specific needs. Real-time delivery tracking and notifications keep customers informed throughout the delivery process, enhancing the customer experience.

In a retail landscape crowded with online options, the in-store furniture shopping experience must evolve to offer something online can’t: human connection, hands-on interaction, and immersive inspiration. By creating immersive, interactive and convenient shopping experiences, furniture retailers can offer an engaging and memorable experience that can drive both customer satisfaction and sales growth.

For more information about how our delivery management solution can help you manage your deliveries more efficiently, please contact info@bringoz.com.