Underlines Magazine is delighted to welcome Top to Toe EPOS as our latest specialist contributor to the readers of the magazine, bringing their wealth of knowledge and experience in EPOS systems.
In today’s competitive high street, customer experience can make or break a clothing retailer. It’s no longer just about the products you sell—it’s about how your customers feel when they walk through your doors, try on your clothes, and make a purchase. The good news? You don’t need a huge budget or a major refit to improve customer experience in clothing retail. Sometimes, it’s the little things that leave the biggest impression. Here’s how small, thoughtful touches can instantly improve customer satisfaction, increase loyalty, and boost your bottom line.
Create a Warm Welcome
First impressions count—big time. From the moment a customer sees your shopfront to when they step inside, you’re setting the tone for their experience.
Train your team to greet every shopper with a genuine smile and a relaxed, friendly attitude. No robotic scripts—just human connection.
Think about your windows. Are they eye-catching and inviting? Use seasonal styling, clean glass, and clear signage to draw people in.
Layout matters. Keep pathways clear, make sure key items are easy to spot, and ensure the space feels open and welcoming— not cluttered.
Quick Tip: Add a diffuser with a subtle, pleasant scent near the entrance. It’s a small touch that adds an instant feeling of comfort.
Personalise the Shopping Experience
Customers love to feel remembered and valued. With the right approach, even small shops can create a boutique-style experience.
Use your EPOS system to track repeat customers and their buying habits. Next time they pop in, you’ll know what styles or sizes they tend to go for.
Offer tailored recommendations based on their preferences. A simple, “We’ve just got something in that I think you’ll love,” can go a long way.
Action Point: Create customer profiles in your EPOS and train staff to add notes about preferences, sizes, or birthdays.
Improve the Fitting Room Experience
Fitting rooms are where purchase decisions are made—so don’t overlook them!
Keep them clean, well-lit, and spacious. Add extra mirrors and comfortable seating for friends or family.
Provide a simple way for customers to request help—whether that’s a call button or just staff visibly available nearby.
Pro Tip: Stock a small trolley with your most popular sizes and bestsellers just outside fitting rooms, so staff can quickly swap items without keeping customers waiting.
Offer Complimentary Services
You don’t need to give away the farm—just a few thoughtful extras can seriously elevate your customer experience.
Offer free gift wrapping for special occasions—it’s especially popular around Christmas, birthdays, and Mother’s Day.
Provide styling advice, even informally. A staff member saying, “That top pairs beautifully with this jacket,” adds value without a hard sell.
Small bonuses, like a free tote bag for purchases over £50, feel generous and encourage larger baskets.
Bonus Idea: Offer an in-store “10-Minute Style Session” where staff recommend three easy outfit combos based on what a customer is trying on. It adds value without pressure to buy.
Optimise Checkout for Speed and Convenience
Long queues or clunky payment systems can undo all the great work you’ve done up to this point.
One way to improve the customer experience in clothing retail is to use a modern EPOS system—this ensures checkout is quick, smooth, and reliable.
Offer a range of payment options—including contactless, Apple Pay, Google Pay, and even buy-now-pay-later services if appropriate.
Quick Fix: Position impulse-buy items (like jewellery, socks, or gift cards) near the till to increase basket value while keeping queues moving.
Show Appreciation After the Sale
The shopping experience shouldn’t end at the till. Following up shows that you genuinely care.
According to a study by Bain & Company, increasing customer retention by just 5% can boost profits by 25% to 95%—showing just how powerful a simple thank-you or loyalty incentive can be.
Send a thank-you email after a purchase. Include a small incentive like 10% off their next visit or a sneak peek at your next collection.
Final Thoughts: The Power of Small Changes
You don’t need a fancy fit-out or a six-figure budget to improve your in-store experience. Start small. Pick one or two of the ideas above and make them part of your daily routine.
These little touches, layered consistently, add up to a customer journey that feels polished, personal, and positive. And in today’s world, that kind of care is not just appreciated—it’s expected.
