3 Ways Luxury Brick-and-Mortar Retailers Can Win Against E-Tailers

3. Deliver an experience that's hard to replicate. Duane Reade, a New York City pharmacy that also offers salon services, is a prime example of what it means to deliver an exceptional experience. While most salons offer certain services at an additional price, Duane Reade offers them for free. By offering a unique and personalized experience, Duane Reade's customers feel that they've received VIP service and are likely to tell their friends. While this type of service may increase costs, it also increases the sense of one-on-one personalized attention that ultimately drives long-term customer loyalty.