Great customer service in retail goes beyond polite greetings and efficient checkouts. 

It’s about creating memorable experiences that make customers feel welcome and excited to return. A positive customer experience in retail leads to higher customer loyalty, better reviews, and increased sales.

Rainbow Unicorn, a Chicago-based immersive restaurant, lounge, and event space, brings this concept to life. By day, it’s a family-friendly destination; by night, it transforms into an inclusive destination for adults. From LED dance floors to interactive food experiences, it offers an environment where customers feel like they’re stepping into a different world.

As Rainbow Unicorn’s owner, Chris Johnston, puts it, “What I’d really like to accomplish here with this space is for people to come in here, look around, say, look, I don’t know where I’m at or what this place is, but it makes me happy, and I can’t wait to come back again.”

So, what customer service tips can every retail employee learn from Rainbow Unicorn? Let’s break it down.

1. Make Customer Service in Retail Interactive & Engaging

One of the best ways to improve customer service in retail is to make the shopping experience interactive and engaging. Customers don’t just want to buy things; they want to experience them.

Rainbow Unicorn achieves this by:

• Encouraging engagement – Customers don’t just shop; they explore, play, and interact with Rainbow Unicorn’s unique features.
• Providing hands-on experiences – From choosing customized cotton candy designs to ordering fun-themed drinks, customers become part of the experience. 
• Empowering staff to guide the experience – Employees are trained to be enthusiastic and welcoming, making every customer feel like a VIP.

It’s important to find ways to make your retail space feel like more than a store. Think about including interactive displays, product demos, and fun in-store events that will engage customers. This will make them feel more connected to your store and eager to participate in the experiences you have to offer.

2. Design a Space That Enhances the Customer Experience 

Store ambiance plays a huge role in customers’ retail experience. Rainbow Unicorn excels at this by creating a colorful, immersive environment that sparks joy the moment customers walk in.

Here’s how you can create the perfect ambiance: 

• Use creative lighting – Colorful lighting makes the space more inviting and memorable. 
• Create aesthetic moments  – Including eye-catching backdrops, themed drinks, and fun mirrors will encourage customers to take photos and share their experiences online, which becomes free marketing for your location.
• Design a comfortable space – Cozy seating, clean displays, and organized shelves make customers feel at home.

It doesn’t matter if you work in a clothing store, restaurant, or grocery store; environment matters. A well-organized, visually appealing store can improve customer satisfaction and encourage people to stay longer and shop more.

3. Train Staff to Deliver Personalized & Memorable Interactions

One of the most impactful customer service tips is building genuine customer connections. Rainbow Unicorn’s staff is trained to be friendly, engaging, and customer-focused. 

Try these tips to create more personalized and memorable customer interactions:

• Greet customers enthusiastically –This makes them feel welcome from the moment they walk in.
• Offer personalized recommendations – This could be anything from drink flavors, product suggestions, or menu items. 
• Create a positive environment -Remember customer names and effectively guide them through your retail experience so they feel comfortable and important. 

Remember, your staff is reflective of your brand. How your employees treat your customers will determine customer retention for weeks or even months to come. So, train them well and encourage them to interact with everyone who enters your retail space; it’s important! 

4. Leverage Technology to Improve Customer Experience

Technology can improve customer service in retail by making transactions smoother and easier for your customers. Retailers can follow Rainbow Unicorn’s lead by using:

• Digital ordering screens – Self-service kiosks speed up checkout and reduce wait times.
• Encourage social sharing – QR codes linked to discounts, contests, or social media pages can encourage customers to engage online.
• Offer AI-powered assistance – Chatbots or mobile apps can quickly answer customer questions when they are on your website. This makes for a more convenient and efficient customer experience.

Retailers should integrate technology that enhances, not replaces, human interactions. Using the right tools will streamline operations while keeping the personal touch that makes retail special.

5. Foster a Welcoming and Inclusive Environment

A welcoming environment is key to creating a great customer experience in retail. Customers should feel comfortable, valued, and free to express themselves.

Like Rainbow Unicorn, you should focus on the following: 

• Be Respectful: Encourage your staff members to treat every customer respectfully, regardless of background.
• Be Thoughtful: Design your environment to make everyone feel included, from kids to adults.
• Encourage Feedback: Ask for and enjoy receiving customer feedback. Intertwine feedback into your customer experience. 

Conclusion

The best customer service in retail isn’t just about answering questions or processing transactions; it’s about creating experiences. Rainbow Unicorn proves that a fun, immersive retail environment can turn a one-time visitor into a lifelong customer.

By implementing interactive experiences, thoughtful store design, well-trained staff, and technology, you can boost customer satisfaction, increase foot traffic, and drive sales.

We Are Retail is focused on highlighting Illinois’ great and diverse array of retailers. If you loved learning about Rainbow Unicorn’s story and know a retailer who deserves recognition, Nominate A Retailer!