In retail, one of the hardest things is getting customers to come back on their own. You can pull every lever to attract attention: a promo banner, a new window display, a paid ad with a bold promise. Like a boomerang, that’s the throw, or getting someone into your orbit.

But only a few businesses master what happens next: The boomerang effect. The kind of experience that naturally returns to you without being chased.

Why do some shoppers bounce away after one visit, while others circle back, bring friends, and become loyal regulars? 

That’s where customer experience (CX) comes in. A great in-store experience not only boosts purchases but also increases dwell time, fosters emotional connection, and turns casual visitors into vocal advocates. According to Resonate CX’s Current State of Retail Customers UK Market Research Report 2025, customer return behaviour is driven by more than just pricing or product variety.

This article looks at CX strategies for retail businesses that help convert first-time shoppers into loyal customers. We’ll look at two key shopper types: Traditionals, who tend to be price-conscious and have practical priorities, and NEOs, who seek out exceptional customer experiences.  These classifications are based on customer personas outlined in the report, which, in turn, draw on The Mindsets framework, which was developed by social scientist Dr. Ross Honeywill.

Understanding the Loyalty Equation: Why Customers Return (or Don’t)

The decision to return is influenced by a blend of practical and emotional factors: 

• Promotions and deals 
• Convenient opening hours
• Product range and availability
• Loyalty programs
• Store layout and ease of parking

Yes, promotions work and create the pull. But they are not everything.

If the only reason they came was 20% off, then you’ve trained them to only return for 20% off. This doesn’t really sound like loyalty, but conditioning. And to engineer a return, you need more than conditioning.

Investing in the broader experience through better service, more engaging environments, and smoother interactions builds loyalty with greater staying power.

More than just saving money, shoppers want to feel good about where they shop and that is what keeps them coming back. 

What Brings Shoppers Back More Often? The Top CX Drivers

To earn a second visit, retailers need to understand what actually motivates people to return. Based on the Resonate CX study, the top motivators for repeat visits are:

• Discounts and promotional offers (36%)
• Extended store hours (34%)
• Wider product range (33%)
• Loyalty programs (28%)

But the appeal of these factors shifts depending on who your shoppers are.

Traditionals are typically but not always older than NEOs. They are more price-conscious shoppers who prioritise value, convenience, and reliability. They favour competitive pricing, product availability, and current promotions and deals. NEOs, on the other hand, are more urban, and they tend to seek seamless shopping experiences. Brand reputation, ease of finding a product, and customer support play a bigger role in gaining their loyalty.

The takeaway: loyalty drivers vary. Tailor your strategies accordingly by making it practical for Traditionals and emotionally engaging for NEOs.

Maximising Dwell Time: How Time in Store Influences Spend

The longer someone stays in your store, the more they tend to buy. Dwell time is linked to greater basket size and impulse purchases, and it’s shaped by multiple experience factors:

• Friendly, knowledgeable staff
• Expanded product variety
• Visually pleasing layout
• Personalised service
• Comfortable extras—lounges, kids’ areas, community events

While harder to please, NEOs and Aspiring NEOs are drawn to curated, immersive environments. A store that feels tailored to their preferences keeps them engaged. Traditionals are less responsive to improvements. However, they do appreciate expanded product ranges and clean, simple layouts that make the experience straightforward and stress-free.

In short:

For NEOs, experience is everything.

For Traditionals, function wins.

But both value flow, an experience that feels frictionless.

Technology as a Loyalty Booster

Technology plays a growing role in shaping what customers consider a great in-store experience. When used thoughtfully, it can streamline the journey, remove friction, and add a sense of modern convenience that many shoppers now expect. To drive loyalty, however, technology needs to serve the customer, not overshadow the human experience. Developments can be thoughtfully integrated into the store experience in the following areas: 

• Self-serve checkout (34%)
• Digital price comparison tools (30%)
• In-store navigation aids (27%)
• Interactive product demos (24%)
• Real-time inventory tracking (21%)

NEOs are quick to adopt in-store tech. For them, seamless integration of digital and physical elements can elevate the experience. Traditionals, while cautious, appreciate self-serve checkouts and how these tools contribute to a familiar shopping experience. 

The most effective approach blends tech with service, like staff assisting with self-checkout or using tablets to offer recommendations. The result is efficiency with a personal touch.

Are Experience Investments Worth It? What Shoppers Will Pay More For

Rather than spending on CX, the bigger risk is actually not spending on it. Falling short of customer expectations can quietly chip away at loyalty, reduce repeat visits, and limit your long-term revenue potential. Strategic investment in experience, on the other hand, sets the foundation for deeper relationships and more profitable returns

According to the Resonate CX Retail 2025 UK Report, the return on investment varies by shopper type:

• Nearly 70% of Traditionals say they won’t pay more for enhanced experiences, but they expect the essentials to be done properly
• Over 80% of NEOs are willing to pay at least 5% more, and about 30% would pay 15%+ extra for a better experience.

Shape your store experience with intention. Build elevated touches for those who value them and double down on essentials for those who don’t.

It’s not about doing more for everyone but rather about doing the right things for the right returners.

How Far Will Shoppers Go for a Great Experience?

Another sign of loyalty is a customer’s willingness to travel. The data reveals:

• 38% are willing to travel more than 6 miles for a great store experience
• 32% will go 3–6 miles
• 30% prefer to shop within a 3-mile radius

This suggests that two-thirds of customers will travel further if they believe the experience is worth it. It’s a reminder that the quality of your store can extend your reach beyond local foot traffic.

It’s smart, then, to think of your store not just as a convenient stop, but as a destination. If you deliver something unique, be it through service, layout, or events, you give customers a reason to bypass closer competitors.

Turning Happy Customers Into Advocates

Getting customers to return is one thing—getting them to recommend your store is another. Advocacy is a powerful growth engine, especially in an age where personal recommendations often carry more weight than traditional advertising. Understanding what motivates shoppers to talk positively about your brand is key to building this next level of loyalty. The Resonate report highlights the top reasons shoppers advocate for a store:

• Customer service quality (38%)
• Price competitiveness (37%)
• Product quality and range
• Deals and promotions
• Cleanliness and store ambience

Advocacy, like loyalty, is also persona-driven:

NEOs and Aspiring NEOs are more likely to spread the word based on standout customer service and overall experience. Meanwhile, Traditionals are more influenced by price, practicality, and straightforward value.

The key takeaway? When you design experiences that speak to the values and priorities of your audience, you increase not just satisfaction but the likelihood that they’ll advocate for you. Happy customers don’t just come back; they bring others with them.

Build Loyalty with Experience, Not Just Offers

Loyalty doesn’t grow from chance—it’s the result of intentional CX design. The Resonate Current State of Retail Customers UK Market Research Report 2025 makes clear that shoppers return, spend more, and advocate for brands that make them feel valued. That means balancing promotions with deeper investments in layout, service, technology, and personalisation. It means tailoring strategies to different customer types instead of trying to be everything to everyone. For Traditionals, stock availability and consistent promotions remain top priorities. NEOs, on the other hand, are more influenced by brand values and CX factors like diversity, sustainability, and the quality of customer support. Plus, they often research these elements in depth before making a decision.

So if your goal is to turn one-time shoppers into long-term customers, focus on more than transactions. To turn insight into action, you’ll need the right tools to capture, understand, and respond to customer feedback at scale. If you found value in the findings shared in this article, you may want to explore how to operationalise them using Resonate’s Customer Experience Management Platform.

At Resonate CX, we help you identify the friction, amplify the delight, and personalise the experience based on who’s walking in.  It’s designed to help retailers close the loop, track sentiment across channels, and personalise the customer journey based on real-time data. Whether it’s sentiment tracking, feedback loops, or persona-based design, our platform gives you the tools to engineer return.