This year’s geo-political changes and new tariffs are undeniably playing a role in consumers’ shifting behaviors as they become more thoughtful about their spending. In a recent interview, senior McKinsey consultant Sajal Kohli, said that this year, consumer behaviors will be hard to predict:
“We are seeing large-scale shifts in the global consumer landscape. Consumers are continuing to defy expectations and behaving in atypical ways. It’s keeping consumer goods companies, retailers, and consumer-facing businesses on their toes.”
When asked how are consumers behaving in an atypical manner, Sajal Kohli explained that amongst younger generations 18-24, we are noticing an unprecedented willingness to spend, especially in Asia and Middle East compared to the American market, translating a high optimism in their economy. Meanwhile, in America, we are noticing that consumers are more thoughtful about their spending than usual.
In this context, it becomes critical for retailers to leverage their web tools to not only deliver the level of personalization that is now expected of them, but also incentivize their customers to come to a physical store. In this article, we will focus on how shopping appointments can help retailers anticipate their customers’ needs and drive more foot traffic in-store.
Why is appointment shopping becoming a must?
Appointment shopping became more popular during the pandemic when customers had limited access to physical stores, but this new habit has remained and has transformed into a customer expectation. As Western shoppers are becoming more sensitive to their expenses, they want to be educated on the products they are interested in.
Common types of retail shopping appointments include:
Personal shopping with stylists or brand experts (Macy’s)
Technical support (Apple)
Personalized treatment or wellness plan (Shoppers Drugmart, GNC)
43% of shoppers are more likely to book appointments today than before 2020, according to recent research. Moreover, appointment booking has shown to grow the average basket size while simultaneously reducing the return rates.
Why Appointment Booking Is Essential for Modern Retail
1. Seamlessly Connect Online and Offline Channels
Customers expect a frictionless experience across all touchpoints. Appointment booking bridges online research and offline shopping, supporting ROPO (research online, purchase offline) behavior. According to Accenture, 90% of shoppers research products online before purchasing in-store.
Shopping appointments also combat high cart abandonment rates (72% on desktop, 84% on mobile, per Statista) by delivering the convenience, speed, and personalized attention that online shopping lacks.
2. Deliver Personalized, High-Impact Experiences
With appointment shopping, every visit becomes a curated experience. Associates can leverage data to offer personalized product recommendations and VIP treatment.
Some brands offer loyalty rewards for booking appointments. Madewell, for example, gives 250 points per appointment to incentivize return visits.
Balenciaga takes exclusivity further by offering appointment access only to high-spending customers—complete with private rooms and early access to new collections.
3. Collect First-Party Customer Data
As privacy regulations limit third-party data, appointment booking provides a powerful way to gather first-party insights. Retailers can collect valuable customer data, such as:
Contact details (email and phone)
Purchase history
Style preferences or service needs
4. Empower Store Associates and Optimize Operations
Today’s store associates juggle omnichannel responsibilities like curbside pickup and digital order fulfillment. Appointment scheduling streamlines operations, letting associates better prepare and deliver high-touch service during appointments.
It also allows associates to act as trusted brand advisors, focusing on relationship-building and driving sales rather than just transactional tasks.
5. Foster Inclusivity and Accessibility
Retailers striving to enhance DEI (Diversity, Equity, and Inclusion) initiatives can use appointment shopping to create safer, more inclusive spaces.
With pre-visit surveys, customers can share accessibility needs or request specific accommodations—something that may be difficult in a crowded store setting.
How Salesfloor Supports Appointment Booking for Retail
Salesfloor’s all-in-one clienteling platform makes offering shopping appointments seamless for retailers. Customers can easily schedule through your website, chat, or SMS, and receive automated confirmations and reminders.
Sales associates are empowered with Customer Boards, personalized product suggestions, and robust outreach tools via email and text, so the conversation doesn’t end after the appointment.
Book a demo with Salesfloor today to see how your brand can deliver next-level in-store experiences.
