The point of sale experience is a defining moment in your customer’s journey — one that determines whether they return in the future. For small businesses like salons, auto shops, med spas, boutiques, and convenience stores, that POS moment is an opportunity to deliver exceptional service, improve customer satisfaction, and increase sales. In fact, according to McKinsey & Company research, companies that excel in the customer experience (CX) tend to have twice the revenue growth of those that lag behind.
It all begins with a smooth, flexible, and fast checkout. Let’s break down what defines a great POS experience and how your business can meet modern customer expectations.
What Is the POS Experience?
The POS experience refers to the customer journey during a transaction — from the moment they approach the checkout to the second they walk away with their purchase. It’s a critical part of the overall CX, with more and more customers expecting speedy transactions, friendly service, reliable systems, and versatile payment options. Whether paying by cash, card, or mobile wallet, customers want prompt service, secure transactions, and a smile.
Overall, a strong POS experience translates into satisfied customers, positive online reviews, and repeat visits. For employees, having a robust POS system means fewer errors and faster service, reducing friction at the checkout counter.
So, how can you focus on delivering the best point of sale experience? Try the eight methods below to improve customer satisfaction and keep customers walking through your doors.
1. Make Checkout Fast and Frictionless
Customers are busy, and they want speedy checkout processes. If they’re waiting in line too long or fumbling through clunky payment processes, they may not return. Implementing a modern POS system — like the one included in Townsquare Interactive’s business management platform — can help you increase customer satisfaction. From flexible payment options to straightforward checkouts, our tools ensure every sale goes smoothly from start to finish.
2. Offer Flexible Payment Options
In 2025, customers expect to pay using their preferred methods — be it through credit, debit, mobile wallets like Apple Pay and Google Pay, or alternative financing options like buy now, pay later (BNPL) services. According to McKinsey’s 2023 Digital Payments Consumer Survey, more than 90% of consumers have used some form of digital payment, with in-app and in-store digital payments continuing to grow in popularity.
If you’re still offering only one or two payment methods, it’s time to level up. By offering a variety of payment options, you can satisfy customers’ expectations and increase sales. Townsquare’s billing software makes it easy to meet customers where they’re at, letting you accept payments in-person, online, or via mobile.
3. Go Paperless (or Don’t)
Give customers receipt choices. Yes, some customers still want paper receipts, but others want options. In one survey, 34% of respondents said they prefer both paper and digital receipts, while 17% prefer digital and 7% want no receipt at all. Putting the choice in customers’ hands improves customer happiness — plus, digital receipts are better for your books and the planet. It’s a win-win-win.
4. Train Staff To Be Efficient
Even with the best technology, your POS experience can suffer without well-trained staff. The best systems make it easy for employees to onboard and learn the system, troubleshoot when needed, handle alternative payments, issue refunds, and navigate issues as they arise. Again, customers expect speed at the POS, and you don’t want to leave them or anyone else in line waiting.
At Townsquare Interactive, we provide dedicated support and training, so everyone feels comfortable using the POS system. With a dedicated relationship manager assigned to your account, you can also ask questions anytime and set goals to grow your business.
5. Integrate Loyalty Programs at Checkout
Earning rewards is one of the best parts of being a loyal customer, and integrating your loyalty program with your POS can also boost revenue. McKinsey research shows that customers who are part of a loyalty program are 59% more likely to choose a brand over competitors.
With Townsquare Interactive’s customer relationship management tools, you can track purchases, offer rewards, and automate follow-ups — all from the same place your customers complete the checkout process.
6. Personalize Transactions
Whereas a good POS system captures customer information, a great one helps you use it to your advantage. POS tools can keep track of important customer data, including past purchases, service histories, and interactions with your team. Over time, as you collect more and more data, you can personalize the checkout experience — inviting customers to book their next appointments or repurchase favorite products, for example. With Townsquare’s integrated calendar and marketing tools, it’s easy to automate that process.
7. Don’t Let Inventory Kill the Sale
Up-to-date inventory also shapes the CX. Few things frustrate customers more than finding out an item is out of stock after making the trip to your store. POS software that integrates with inventory management helps prevent disappointment at the checkout.
With real-time inventory checks, businesses that carry inventory see fewer missed sales and happier customers. It also helps with forecasting trends and keeping top sellers in stock, especially during busy seasons.
8. Use the POS to Collect Feedback
Asking for feedback at the POS is a smart strategy for any retail-based business. A simple post-visit text or email can help you gather customer reviews and handle problems before they turn into negative online reviews. Townsquare Interactive’s automated email and SMS tools put the control in merchants’ hands, encouraging regular customer engagement.
Rethink the POS Experience
The POS is a critical customer touchpoint you can’t afford to ignore as a small-business owner. Whereas a slow, outdated system with limited payment options can turn customers away, a fast, efficient POS experience helps brick-and-mortar businesses thrive.
Whether you run a salon, med spa, auto shop, or retail shop, upgrading your POS experience can enhance customer satisfaction and sales growth. If you’re ready to modernize your POS, reach out to a Townsquare specialist to ask how an all-in-one business platform can make every transaction count.