We use cookies to collect and analyze information on site performance and usage, provide social media features, and enhance and customize content and advertisements. Learn more
Panel Discussion: How to Use Experiences to Build Long-Term Customer Relationships

February 1, 2022

Panel Discussion: How to Use Experiences to Build Long-Term Customer Relationships

Table of contents

Featured at the WBR Future Stores Virtual Event – Jennifer Harness, Director, Content & Experience, Michaels Stores and Natalie Brown, Head of Marketing, Sur La Table – share strategies and insights on increasing in-store retail with experiences.

Whether it's for cooking classes or services such as knife sharpening, Sur La Table is famous for its in-store experience. Equally famous is Michaels Stores where millions of people visit to take part in their community classroom.

In this panel discussion, we will share how to use experiences as part of your retail strategy.

Watch now to:

  • Hear how Michaels and Sur La Table use services, experiences, and events to connect with their audiences
  • Learn how to use customer education as an effective way of building connections with customers
  • Acquire top-tips for launching an experiential retail strategy


Contact us for more information or if you have any questions on measuring the impact of your experiences.

Step 1: Evaluate Your Scheduling Software Needs

Before researching online booking systems, evaluating your business needs is essential. After all, you don’t want to overspend on bells and whistles when you only need an online form. For newer events looking to scale, a more sophisticated system might be the goal but not the starting point.

Consider the type and size of your business, the nature of your services, and the volume of transactions you handle. For instance, if you run tours and tastings, you should look at solutions meant for high-volume enterprises that can include add-on shirts, beer steins, and more.

Scheduling Software Flowchart

We made a helpful flowchart to help you decide if you’re ready to invest fully in online bookings or look into a free scheduling app, like Google Forms, as a better starting point.

As someone trying to make smart investment decisions, you don’t want to buy a booking and ticketing solution that doesn’t meet your needs. Use our guided questions to determine where you are in your investment journey.

Booking System flowchart
Use the flow to gauge where you are on your journey!

2. Compare Booking Page Features and Pricing

Booking Page Features

Once you have a clear idea of your business needs, you can compare online booking systems that meet your criteria. Have a list of your most essential needs and what would be nice for you to have. Some features you should consider including on your list include:

  • Website integration
  • Branded booking page
  • Configurability to match your brand
  • Payment processing and add-on sales
  • Automated reminders
  • Automatic data analysis
  • Feedback collection and analysis

Rank these on a scale of one to ten, with one being the least important and ten being the most important. That way, if you need to sacrifice a feature for a must-have, you’ll know exactly what you can do away with and what you can’t do without.

Scheduling Software Pricing

Besides shopping around for the right features, factor pricing into your decision. You want to use the scheduling software that gives you the best return on investment. So don't choose to sign up for the most expensive or cheapest option right off the bat — many times, you will need to look into more than just pricing on the surface.