From Window Shopping to Loyal Customer

Delegates will learn how to map & optimise the in-store customer journey, understanding the key touchpoints that influence buying behaviour

Master the in-store customer journey and turn browsers into loyal buyers.

This practical workshop helps retail business owners understand and optimise every stage of the in-store customer journey. From first impressions to post-purchase engagement, attendees will explore how customer behaviour is shaped, what makes an experience memorable, and how small improvements can significantly increase sales. The session blends insight, real examples and hands-on exercises to help businesses strengthen brand identity, improve conversion, and encourage repeat visits.

Delivered by an experienced retail specialist on behalf of the GM Business Growth Hub, with practical expertise in customer experience, sales development and retail performance improvement.

What will attendees take away from the Event?

• Clarity on key retail touchpoints and how to improve them
• A stronger understanding of how brand identity influences buying behaviour
• Practical techniques to increase upselling, cross-selling and customer loyalty
• Tools for collecting and using customer data to drive repeat sales
• An actionable plan to refine their own in-store experience

Agenda

• Welcome and introductions
• Understanding the retail customer journey
• Mapping your own touchpoints
• Creating memorable in-store experiences
• Upselling, cross-selling and increasing average spend
• Post-purchase engagement strategies
• Q&A and next steps

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