In fact, digital payment is becoming so prominent that 90% of consumers<\/a> have used some form of digital payment in 2023, according to McKinsey. Offering different payment options allows your company to reach more customers and simplify the payment transaction and customer experience<\/a>. Just like my example with the electrician, the POS experience is an important transactional moment for your customers. In this post, I\u2019ll explain why, and then explore ways you can make your own POS experience better.<\/p>\n In this article:<\/strong><\/p>\n <\/a> <\/p>\n <\/strong><\/p>\n Now, a POS system<\/em> is what actually allows you to accept multiple forms of payment while connecting customer transactions to the back end of your business \u2014 thus creating your POS experience<\/em>.<\/p>\n You can use your POS system to build revenue reports, transfer money to and from your bank account, check inventory, and track order history. A POS system can either be a hardware or software tool \u2013 making it flexible for use across multiple industries. It also collects data points centered around your buying preferences, order history, and frequency of purchases.<\/p>\n This versatility makes a POS system a vital conduit to influence a seamless POS experience.<\/p>\n <\/a> <\/p>\n A positive POS experience can bolster all of your interactions with your customers. Beyond the reports you can pull, a positive POS experience represents your company\u2019s commitment to your customers.<\/p>\n This aligns with a trend \u2013 growth projections estimate the entire POS industry will be worth over $30 billion by 2032<\/a>. This represents a huge opportunity for businesses to prioritize the investments they put in technology to engage with their customers and ensure they have a good experience.<\/p>\n But beyond the total addressable market, I\u2019m going to review a few benefits that outline why the POS experience is worth placing importance on.<\/p>\n A positive POS experience can create satisfied customers. A 2023 study from the Journal of Retail Technology Innovations noted an 18% increase in customer satisfaction<\/a> when they used an effective POS system to enable a seamless checkout process.<\/p>\n Customers like it when your company\u2019s POS enables them to purchase easily from your business. There\u2019s also a benefit to logging your customers\u2019 preferences, demographics, and other attributes for future interactions. Making it easy for your customers to interact with your business is one of several tips that defines a great customer experience<\/a>.<\/p>\n Your POS experience can influence more than just your customers. Your employee morale can be high when they know that the POS they work with daily is intuitive and causes minimal issues when working with customers. Happy employees mean that they are increasingly willing to work with customers, leading to higher rates of satisfaction<\/a> and even revenue.<\/p>\n Prioritizing the POS experience is an opportunity for your company to invest time and resources in a particular tool. This tool needs to remove any blockers, make the checkout process seamless for employees, and reduce friction in the customer journey<\/a>.<\/p>\n A positive POS experience can influence your company\u2019s ability to retain customers, influence future purchases, and garner customer loyalty. Customers are more willing to come back to you when they have a positive experience with your company. The POS acts as a key touchpoint for this positive experience to occur. Statistically, repeat customers<\/a> spend 67% more than net new customers, consistently increasing your company\u2019s overall revenue.<\/p>\n Your POS can also be the conduit to develop a customer loyalty program<\/a>. POS systems can quantify the products and services customers have purchased, represent that in a membership program to monetize customer loyalty, and provide your marketing team content for promotional campaigns and further re-engagement ideas. If this is something you want to explore, grab this free guide<\/a> that we at HubSpot put together with Calendly.<\/p>\n Source<\/a><\/em><\/p>\n <\/a> <\/p>\n As I have discussed above, the POS experience is a crucial touchpoint for creating satisfied customers and employees, and retaining customers to drive repeat business.<\/p>\n Now, how do you successfully improve your POS system and experience? Here are six actionable ways.<\/p>\n Simplifying the checkout process is key to delivering an effortless POS experience. By removing friction, you ensure your customers can quickly and easily complete their transactions, leaving them with a positive impression of your business.<\/p>\n Implementing features like barcode scanning, minimizing wait times, and providing clarity through the purchasing journey can all aid this.<\/p>\n Today\u2019s customers expect payment flexibility. Ensure your POS system accommodates various payment methods like credit cards, mobile payments like Google Pay and Apple Pay, and even installment plans using technologies like Affirm<\/a>.<\/p>\n By offering these diverse payment options, you not only provide convenience but also capture revenue from customers who may prefer alternate methods.<\/p>\n Pro tip:<\/strong> Analyzing payment trends through your POS system can give you further insight into evolving customer preferences and help you refine your strategy.<\/p>\n Source<\/a><\/em><\/p>\n A reliable POS system should function seamlessly, even during internet outages. Look for systems with a robust offline capability to maintain consistent service. This lets your team remain productive and mobile, ensuring customers can complete transactions without a hitch.<\/p>\n Consistent performance under all conditions strengthens customer trust and protects your business from operational hiccups.<\/p>\n Personalization is central to a superior POS experience. Use order history to suggest relevant products and services, tailor touchpoints based on preferences, and develop targeted customer touchpoints in loyalty programs. A well-optimized POS experience sees your team applying data you have collected from customers to inform customer interactions, turning one-time customers into repeat buyers and brand advocates.<\/p>\n Feedback is always a valuable resource for continuous improvement. Incorporate short surveys<\/a> into your POS experience to gauge customer satisfaction.<\/p>\n One way I often see this done is to ask customers to rate their experience for that particular engagement or transaction. You can also leave space for customers to type in additional comments.<\/p>\n I recommend using this feedback to identify areas for improvement in your customer interactions. This can demonstrate your commitment to enhancing the POS experience. The HubSpot Blog has loads of resources on this, too \u2014 things like how to design a customer satisfaction survey<\/a>, how to actually get customer feedback<\/a>, and then what to do with it<\/a> \u2014 so don\u2019t sleep on this great way to improve your POS experience. Hearing directly from the people involved is a no-brainer.<\/p>\n Customers appreciate flexibility in how they receive receipts, just as they do with payment options. Whether it\u2019s email, text, or a physical copy, offering multiple options aligns with modern and evolving customer expectations. Moreover, the method of receipt delivery adds another data point that allows you to personalize future interactions based on their preferences.<\/p>\n![\"Download](\"https:\/\/no-cache.hubspot.com\/cta\/default\/53\/12501f7c-8e26-4e3c-9642-7afbe078156a.png\")
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Why is POS experience important?<\/strong><\/h2>\n
![\"why](\"https:\/\/knowledge.hubspot.com\/hubfs\/what-is-pos-experience-2-20241210-7397042.webp\" "\\"\\"")
<\/p>\nSatisfied Customers<\/h3>\n
Satisfied Employees<\/h3>\n
Repeat Purchases from Loyal Customers<\/h3>\n
![\"pos](\"https:\/\/web-stil.info\/wp-content\/uploads\/2025\/02\/what-is-pos-experience-3-20241210-1059218.webp\" "\\"\\"")
<\/p>\nSix Ways to Improve POS Experience<\/h2>\n
![\"six](\"https:\/\/knowledge.hubspot.com\/hubfs\/what-is-pos-experience-4-20241210-5698491.webp\" "\\"\\"")
<\/p>\n1. Make the checkout process seamless.<\/h3>\n
2. Offer multiple and flexible payment options.<\/h3>\n
![\"pos](\"https:\/\/web-stil.info\/wp-content\/uploads\/2025\/02\/what-is-pos-experience-5-20241210-4271522.webp\" "\\"\\"")
<\/p>\n3. Ensure uninterrupted operations with power backup.<\/h3>\n
4. Leverage personalization at the POS.<\/h3>\n
5. Ask for and act on customer feedback.<\/h3>\n
![\"pos](\"https:\/\/knowledge.hubspot.com\/hubfs\/what-is-pos-experience-6-20241210-7199243.webp\" "\\"\\"")
<\/p>\n6. Offer options for receipt delivery.<\/h3>\n
![\"\"](\"https:\/\/track.hubspot.com\/__ptq.gif?a=53&k=14&r=https%3A%2F%2Fblog.hubspot.com%2Fservice%2Fpos-experience&bu=https%253A%252F%252Fblog.hubspot.com%252Fservice&bvt=rss\")
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