Chain stores are losing customers — how to fix it?
Chain stores often forget the impression a customer takes away after a visit. Boring shopping reduces repeat visits: why go back somewhere that doesn't grab you?
Meanwhile, competitors are introducing game mechanics right on the sales floor and pulling your audience’s attention away.
A lack of engagement in shopping hits financial metrics. A shopper with no interest spends less and leaves faster, and their loyalty stays low. The chain is forced to constantly invest in attracting new customers instead of working with the ones already nearby.
Discounts and promotions do not create a sustainable advantage — they are easy to copy and they do not create an emotional connection. That is why customer retention requires a different approach, one based on experiences and participation.
Game-based experiences in retail are a proven way to turn the situation around. When a shopper takes part in a quest or collects bonuses, they stay longer and get drawn into the process.
This is how lasting customer loyalty is born: the store becomes associated with emotion, and people come back.
At truetech.by, we have been creating games for retail chains for over 10 years and turning an ordinary shopping trip into an adventure. Our solutions run on professional equipment and fit easily into a store’s daily operations.
This improves customer retention, increases the average order value, and creates the foundation for business growth.
Why chain stores need game mechanics
Visitors to chain stores are used to a one-size-fits-all scenario: pick up an item, pay, leave. Game mechanics break this pattern, turning a trip to the store into an engaging quest.
A person lingers, examines displays, interacts with products — time spent in the store grows, and with it the likelihood of unplanned purchases.
An increase in the average order value is a direct result of this engagement. A small game task, such as assembling a virtual basket or finding a hidden bonus, motivates shoppers to add extra items to their purchase.
Promotions built into game mechanics are perceived not as intrusive advertising, but as an interesting offer that is genuinely hard to refuse.
Game mechanics are a powerful source of information about shopper behavior. Analytics show which products are chosen more often, which displays get the most attention, and which tasks generate the most excitement.
This data makes it possible to personalize offers, adjust product placement, and make the store more convenient for every guest.
Today’s shopper lives in both offline and online spaces at the same time. Game mechanics bring these channels together: start a game in the mobile app, continue it in the store; get a bonus on social media, redeem it at the checkout.
This omnichannel approach strengthens the bond with the brand and turns one-off visits into a lasting habit.
In the end, a game is an emotion, and emotions are remembered. A visitor who enjoyed themselves and received a pleasant bonus will come back again and bring friends.
We help chain stores implement such mechanics from scratch — from idea to launch — so that every visit benefits both the shopper and the business.
Game solution formats for retail
Shoppers in chain stores get used to identical shelves, quickly find what they need, and leave — during that time the brand receives nothing but a receipt.
A game format turns an ordinary shopping trip into a mini-adventure: while an adult selects products, a child searches for characters on the sales floor, and at the checkout a discount is raffled off for a correct answer.
Game mechanics solve three tasks for a chain: they keep visitors on the floor longer than usual, encourage them to walk through several departments and make complementary purchases, and also generate free social media coverage — participants take photos and share results.
We choose the format based on the specific goal: if you need to keep a family in the store, we launch a quest; if you need to increase awareness of a new product, we create a virtual fitting room.
Formats already working in retail
| Format | For whom | What it gives the store |
|---|---|---|
| In-store quest | Families with children, young people | Keeps shoppers in the store, prompts them to visit every department, and engages children while parents choose products |
| Virtual fitting room | Shoppers of clothing, footwear, and accessories | Removes fitting-room queues, encourages more try-ons and online orders |
| Interactive window display | All mall visitors | Draws attention to the display, increases store footfall, and makes the brand memorable |
| Customer quests as a loyalty program | Regular and new customers | Drives repeat visits through accumulation mechanics, turns one-off purchases into a habit |
Each format is easy to adapt for seasonal promotions, New Year campaigns, and new product line launches — the game can be changed to suit the current task within a few days.
We handle development, testing, and launch; all you need to do is record the growth in average order value and repeat visits in your reports.
How game development works: stages for the client
We understand: you need to launch a game for a retail chain, but you don’t want to get into technical details or lose control over deadlines.
That is why the game development stages are structured transparently — at every step you see the result and make decisions, while we handle all the execution.
- Development brief. We ask about your audience, campaign goals, and customer touchpoints. As a result, you receive a document with tasks, timelines, and success criteria — without unnecessary technical information.
- Concept and scenario. We propose a game idea that solves your business objective: attract new customers, increase the average order value, or build a contact database. We agree on the plot and mechanics in plain language — you know in advance what the game will look like.
- Project approval. We fix the scope of work, team structure, timeline, and cost in the contract. You approve the plan and understand what you are paying for — no hidden fees or surprises halfway through.
- Development and progress reviews. Every few days we show a working version. You see progress, try the game, and can adjust details at an early stage, when changes are cheap and quick.
- Testing and debugging. We test the game on different devices, under different internet speeds and numbers of simultaneous users. We make sure that on launch day, guests will not encounter any failures.
- Project launch. We publish the game in your stores or on your website, set up integration with the loyalty program, and train staff on how to use the game. You receive a complete turnkey solution.
- Game support. After launch, we continue to support the project: update content, add levels and promotions. If you want to change the terms, it is done without stopping the game or losing the collected statistics.
This process helps you avoid the usual problems: delayed timelines, unexpected revisions, and a poor launch. You always know what stage the project is at, and you make decisions based on clear results, not technical documentation.
What is included in the delivery of a game project
We deliver more than just a game — we deliver a complete package for launch in your chain. Everything is taken into account, from adapting the mechanics to staff training, so the game starts working for visitors from day one, not after lengthy approvals.
The delivery includes:
- Game mechanics adapted to the chain’s goals: a quiz, quest, or interactive promotion. You receive a game that solves your task — attracts attention, increases time spent in the store, and collects contacts.
- Equipment setup and verification. We connect touch panels, tablets, or stands and configure them so the game launches with a single touch — no administrator involvement needed.
- Staff training. We run a short training session for employees: what to do at launch, how to help a guest, and how to resolve typical issues. Staff feel confident, and guests get the help they need.
- Launch instructions. Clear checklists and guides for each store location — including the “first day” scenario and actions to take in the event of a failure.
- Promotional materials. Ready-made layouts for social media, flyers, floor stickers, and signs — everything you need to attract visitors and explain the game mechanics.
- Technical support. After launch, we stay in touch: update the game, monitor stability, and respond quickly to requests from stores.
With this package, you don’t need to find separate contractors for each stage. You get a single turnkey solution — and the game starts working for the chain’s recognition and revenue from day one.
Case study: game mechanics increased customer loyalty
A grocery chain approached us with a typical pain point: customers came in for a promotion and disappeared, the average order value was stagnant, and competitors were stealing the audience with discounts. They needed to retain customers without constant price cutting.
We proposed a game mechanic inside their branded app — a short quest that turns a shopping trip into a mini-adventure.
We developed a scenario: the shopper collects virtual bonuses by performing simple actions — scanning QR codes at shelves, guessing products, and taking part in a mini-game. In return, they get a discount or a gift.
The mechanic is built on the professional Unity engine, which allowed us to quickly release versions for mobile devices and ensure stable operation even on low-end smartphones.
We launched a pilot project in three stores of the chain. After a month, we measured the results: the average order value grew by 25%, and repeat visits became 1.5 times more frequent. Customers who completed the quest returned on average 2–3 times more often than other shoppers.
In addition, the share of full-basket purchases increased — players added products to their carts that they had previously ignored.
What the game gave the business
The game mechanic solved the main task — it created an emotional connection with the brand. Shoppers began to perceive the store not as a place of forced spending, but as a place where they could have an interesting time.
This directly affected loyalty: audience churn decreased, and word of mouth brought in new customers without additional advertising costs.
For the chain, it is important that the quest is easy to scale: we can adapt the mechanics to different product categories, seasonal promotions, or holiday events. Game results are visible in analytics, so scenarios can be adjusted quickly and made more effective.
This approach works not only in supermarkets, but also in clothing stores, electronics stores, and home goods stores — anywhere repeat visits and higher average order value are needed.
How to choose the right format for your task?
Choosing a game format is not a matter of taste, but a matter of task and budget. For example, if the goal is to build a database of visitor contacts, short mechanics with registration are a better fit.
If you need to keep guests on site and create a queue of people who want to participate, competitive formats with accumulating points and prizes are worth considering.
We start selecting a solution with the criteria that matter specifically to you: number of participants, target action, expected reach, and budget constraints for the game.
Based on these parameters, we select 2–3 suitable options with a clear cost estimate — no floating prices and no hidden extras. You see exactly what you get for every unit of budget, and you choose the format that delivers the greatest effect for your marketing campaign.
A budget for a game does not necessarily mean “expensive.” Often, a small interactive experience at the entrance to a store brings more engagement than a large zone in the back of the sales floor.
We help you allocate investment so that every part of the game works toward the result: attracts attention, involves people in the process, and leads to the target action — a purchase, a subscription, or a repeat visit.
That is why the first step is a short discussion of your situation. No pressure and no pushing: we ask a few clarifying questions, then offer a comparison of formats by cost, launch complexity, and expected impact. This way, you make a decision based on numbers and examples, not promises.
In the end, you get not just a game, but a tool for a specific task — with a clear budget, timeline, and expected result. If you are unsure which format suits you, ask for a consultation, and we will help you decide in one call.
Answers to common client questions
Before launching a game, clients from chain retail ask the same questions: how will the project fit the budget, how long will the launch take, what happens if the game breaks in the middle of a campaign, and how can you tell whether it actually pays off.
We address the main objections — so you can make a decision with a clear picture of timeline, budget, and results.
What if the game breaks during a promotion?
We provide a warranty on all work and specify response time in the contract. If something goes wrong, we start working on it within hours, not days.
Running on server architecture and professional equipment minimizes the risk of failures at peak loads — you are not left alone with a problem on the most important day.
How do I fit the game into a limited budget?
After a short brief, we name the exact cost — no hidden fees and no “pay extra for every detail.” The project can be split into stages: first launch the basic version, then add new mechanics and levels. You pay only for what is truly needed to achieve the campaign goal.
How long does it take to launch a game?
A typical project for a chain store takes 4–6 weeks: from brief to finished game. More complex scenarios with integration into a loyalty program or a mobile app may take longer, but you receive an accurate project schedule before work begins. You always see what stage the project is at and when the result will be ready.
How do we measure whether the game is working and delivering value?
We build analytics directly into the game: how many people played, how many returned, and how many performed the target action — for example, made a purchase using a promo code. At the end of the campaign, you receive a report showing the game’s impact on traffic and revenue.
This lets you avoid guessing and instead understand the concrete result and decide whether to run it again.
If you still have questions about timeline, guarantees, or cost — ask us directly, and we will prepare a personal response tailored to your store format and campaign goals.Let’s discuss your project — leave a request
A chain store needs not just games, but a tool that solves specific business problems: accelerating new employee training, increasing customer loyalty, and boosting repeat visits.
However, an owner or marketing director has no time to dig into technical details: it is unclear which format will work, how long development will take, and how to calculate the budget without overpaying. We remove that uncertainty.
You describe your goal — within two days we propose the optimal game format and an exact cost estimate. You don’t need to understand technical details: we translate the task into business language and take on all stages — from concept to launch.
Leave a request for development — and get:
- a free consultation: we will review your idea and suggest how to implement it;
- format selection based on your goal: staff training, knowledge testing, customer promotion, interactive window display;
- a budget and timeline estimate within two business days — no hidden fees or errors in the estimate;
- a clear work plan: from setting the task to launch, with understandable stages and checkpoints;
- a contract with a fixed price and stage-by-stage payment — you pay only for accepted results;
- post-launch support: updates, edits, and project development for new tasks.
Getting started is simple: tell us about your tasks, and we will prepare a proposal with the budget, timeline, and project start plan within two days.
Leave a request right now — it doesn’t obligate you, but you’ll learn the exact cost and understand how quickly you can get a finished game.